Experience

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  Usb ne payment processing

  Oct 2003 - Sept 2008

  • Supervisory responsibilities in merchant processing and installation• Managing troubleshooting and providing customer service• Leading new merchants through implementation processes• Increasing of annual installations by approximately 10% • Installation of new processing equipment and reprogramming existing hardware• Educating merchants on proper equipment usage• Handing on-site customer service calls• Training all newly hired installers

  • Operations Manager

    Feb 2007 - Sept 2008

  • Head Installer

    Oct 2003 - Jan 2007
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  Maryland hospital association

  Sept 2008 - Jan 2009

  Help desk technician i

  • Technical/network end-user support and assistance with Microsoft Office 2003/2007,Outlook, and Adobe Acrobat issues• Resolution of issues related to workstation operating system, user login, networkconnectivity, and application errors• Maintenance and creation of inventory documentation• Creation and support of workstation network configurations

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  Discount computer services

  Sept 2009 - Oct 2010

  Computer technician

  • Troubleshooting on-site issues and walk ins• Removal of virus, spyware or malware infecting PCs• Cloning hard drives using Acronis 2009 and Ghost 2003• Replacement of internal mechanisms in laptops or desktops (hard drives, memory, PC orAGP cards, screens, and keyboards)• Workstation set-up on wired and wireless networks• Computer optimization via disabling unnecessary startup items and fixing registry issues• Troubleshooting Microsoft Exchange issues (spam filtering, importing and exporting PSTfiles, and address book recovery)• Custom building PCs for customers and fresh installs with data backup using Ycopy Show less

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  Helion technologies

  Oct 2010 - Jul 2012

  • Tapped to deliver advanced support working on-call (late hours / weekends) as well as at dealership client sites consulting on and project managed installations, upgrades and maintenance of various hardware and software platforms.• Deployment, troubleshooting and maintenance of industry specific software and hardware, VPN access, security infrastructure, mobile device setup and troubleshooting (Android, Blackberry, iPhone), cabling (creating, punching, tracing), T-1 cutovers, and audio/video equipment management.• Collaborated with Helion’s internal service desk personnel and other field technicians; delivered the most tickets closed out of the team on a consistent basis. • Other service areas included MS Windows Server and Exchange migrations, Dealer Management System roll outs and upgrades, installation, and configuration of Cisco products (Switches, Routers, Wireless Access Points, ASA’s, IP, and wireless phones).• Trained newly hired regional field technicians. Show less

  • Field Service Engineer II

    Mar 2011 - Jul 2012

  • Desktop Support II

    Oct 2010 - Mar 2011
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  Lloyd

  Jul 2012 - Nov 2014

  • Elevated to this select team to support advanced network issues, provide C-level / white glove support, coordinate with third-party vendors, • Managed and executed VIP client and partner requests, providing top-level support, and acting as the last stop, both remotely and onsite at client locations• Contained virus outbreaks, triaged critical network outages, and resolved network functionality.• Configured and monitored firewalls (web filtering, policies, and failover) and handled switching.• Created VLAN’s, executed disk expansions in VMware and Hyper-V environments, managed server disk space alerts, MS Exchange server whitespace and offline defragmentation. Show less

  • Escalations Analyst III / Priority Team

    Jan 2014 - Nov 2014

  • Response Team Lead

    Jul 2013 - Dec 2013

  • Escalations Analyst II

    Jul 2012 - Jun 2013
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  Edge technology group

  Nov 2014 - Jan 2016

  Lead support engineer

  • Lead for the NY Service Desk, with oversight of 15 people for this fully managed IT services provider in support of financial services / hedge fund clientele.• Drove new processes to reduce response times to 1 hour on average, and a majority to within 15 minutes.• Built processes to direct and manage all inbound service requests; collaborated with Systems and Network Engineering groups to triage issues prior to escalation as needed.• Extensive work in developing new workflows and documentation to create a new knowledge repository. Show less

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  L&l holding company, llc

  Jan 2016 - now

  Director of technology

  • Provide leadership and organization to the technology and business teams supporting 15 locations with 200 users, between portfolio property management offices, development/project field offices, and external partner sites.• Manage multiple projects including all IT purchasing, implementation, migrations, upgrades, maintenance, and asset management for a portfolio of 11 buildings, including rollouts of new property management / field offices. Insourced several functions, consolidated vendor invoicing and handled implementations internally to generate sizable savings.• Oversee all security and network administration, communication and remote access servers, as well as our Meraki/Cisco equipment for networking efficiency across all locations.• Implemented cloud solutions and other improvements to internal technical infrastructure. Led the migration of local applications/workloads to public cloud providers (Office 365, Egnyte, Argus Cloud) for the enterprise, increasing uptime to 99%, automating procedures and reducing backups.• Create documentation and Visio workflows for memorializing procedures; map out and document L&L’s entire network and development processes.• Lead migrations for MS Exchange 2013 to Office 365; Cisco Call Manager to Evolve IP VoIP service; cloud file hosting; Backupify; MS Intune; and all wireless access points to Meraki. These resulted in increased uptime, cost reductions, improved monitoring, and simplification of usage for end users.• Reduced SLA’s from 48 hours to 1 hour, while closing an average of 200 trouble tickets per month after implementing a new support system and processes.• Bolster network infrastructure with new firewalls to promote remote access for all users, as well as ensuring security by implementing Microsoft MFA. Show less