IT Manager

Jose *** Wayne A. Street Santiago Apt. ***D Jr. Jersey City, NJ 07302 917-***-**** ************@*****.*** SUMMARY

Key Decision Maker in Mission-Critical System Development and Deployment Initiatives Hands-on and results-driven senior IT system design and capacity planning professional with more than 14 years’ experience with a focus in availability management and escalation management. Technologically sophisticated with repeated success leading the support, enhancement, and deployment of business-critical networking solutions, user applications, web sites, and desktops. Veteran project manager with a well-earned reputation for delivering enhancement and deployment projects on time and under budget Skilled at analyzing business requirements and translating business needs into comprehensive IT strategy, road map, and implementation plans.

Stellar reputation for tackling steep learning curves and emerging successfully as a subject matter expert.

• Relentless desire to take on endeavors of increasing complexity.

• Well-versed in network administration, hardware builds, information security, system audits, backup/recovery plans, and policy development.

• Proven capacity to clearly and effectively communicate to audiences from a variety of educational, economic, and cultural backgrounds oftentimes making complicated issues readily understood by all. PROFESSIONAL EMPLOYMENT

IT Manager Benefit Street Partners New York, NY

January 2017 – February 2018

• Managed IT support infrastructure for day to day operations and server rooms.

• Oversaw and delivered help desk and troubleshooting support in all areas of information technology to 175 end-users in six offices.

• Collaborated with engineers to administer and maintain a cybersecurity plan for the firm.

• Maintained an accurate inventory for all equipment consisting of desktops, laptops, peripherals and mobile devices.

• Developed/maintained standard operating procedures and best practices, including providing written protocols and guidance to IT staff and end-users.

• Partnered regularly with facilities management and human resources on onboarding/departure transition of all staff technology requirements.

• Ensured end-user adherence to all Legal and Compliance IT requirements.

• Communicated regularly with executive management and all users regarding information services and systems.

• Researched/assessed latest technologies and determined what new technology solutions and implementations will meet business and system requirements.

• Advised on IT needs, objectives, and capabilities, including anticipation of future requirements and problems which may affect the firm/industry as well as enhance the overall capability and/or productivity of the organization as a whole.

• Directly managed the schedule and workload of IT support staff and indirectly managed engineers working on assigned tasks.

• Ensured proper incident tracking and resolution utilizing ServiceNow incident management software and ITIL practices.

• Served as systems administrator for IT environment consisting vSphere 6-6.5/MS Sever 2012-16 and Cisco/Aruba networks infrastructure.

• Utilized MS SCCM 2012 for workstation deployment/management and Group Policy/Active Directory for end user management.

• Deployed and monitored mobile devices using MaaS360 MDM software ensuring devices were always in compliance.

• Managed phone requests for onsite Mitel VOIP telephone system ensuring tasks were completed.

• Monitored and maintained integrated Polycom/Crestron conference rooms and ensured hardware or programming issues were resolved in a timely manner.

• Assessed vendor contracts and ensured SLAs were being met by contracted service providers.

• Lead numerous IT projects including internal/external office moves and buildouts, company SMTP address change, Windows 10/Office 2016 rollout, SEC investment advisor exam and e-discovery for on-going litigations. IT Manager Patriarch Partners New York, NY

September 2015 – December 2016

• Responsible for management of information technology operations in two New York offices, six CEO home offices and select companies in the firm’s investment portfolio.

• Oversaw the deployment, administration, monitoring and maintenance of Windows 2003/2008 servers, network infrastructure, Windows 7 workstations and networked printers/copiers.

• Provided administration for Active Directory and Exchange 2010 environment and handling moves, adds, changes and removal of accounts and security groups.

• Responsible for all level I, II & III desktop issues at Patriarch Partners and select portfolio companies.

• Provided training and assist staff in the operation of computer hardware, software, and peripherals in order to achieve desired results and fulfill business needs.

• Assisted with the internal system engineering efforts, purchasing, software solution selection and system design as well as maintaining technology compliance.

• Successfully migrated outdated on premise phone system to hosted VOIP solution for cost efficiency and redundancy.

• Assisted with creating a redundant network infrastructure by updating outdated hardware with newer Cisco hardware and solutions.

• Developed video conference solutions for use in meetings, conferences and interviews.

• Worked closely with investment portfolio company's partners and vendors on various IT needs.

• Collaborated with colleagues from across the company, assessing alternatives, and developing products and services that meet or exceed all business needs.

• Assisted with the direction of activities and deliverables for the technology organization, establishing disciplines and priorities as necessary.

• Managed projects related to IT strategies and goals set forth by the IT Director and CEO.

• Tracked and updated status for ongoing projects as well as plan future requirements and deliverables keeping leaders apprised of the IT department’s 24/7 capability and support. Senior IT Technician - Northeast Region DLA Piper LLP (US) New York, NY February 2008 – September 2015

• Provided 2nd & 3rd level software, hardware, mobile device and conference room technical support to over 800 attorneys, staff and visitors in the northeast region consisting of offices in New York, New Jersey, Pennsylvania, Massachusetts and Delaware.

• Provided onsite support to offices in New York and New Jersey. Traveled to other offices within the Northeast region and throughout the US to provide onsite support and work on projects as needed.

• Provided support after hours and on weekends to both local and regional Northeast corporate locations on rotational basis.

• Led the NY team in resolving emergency situations such as virus outbreaks, conference room equipment failures and WAN connection failures.

• Resolved service issues including troubleshooting and repairing network connectivity, VPN connections, Citrix connections, hardware failures, and printer malfunctions. Provided alternate or loaner equipment to ensure minimum disruption of work time.

• Performed remote support using various remote access tools to users throughout the Northeast region.

• Monitored Remedy Service Management Queue; documented problem resolution and worked to ensure that proper knowledge was transferred to other 1st and 2nd level support staff.

• Chosen as member of IT staff mentoring program. Responsible for creating documentation and mentoring IT staff for promotion to senior level.

• Served as subject matter expert and engineer for audio/visual integrated conference rooms and unified communication equipment, including Tandberg, Cisco. Polycom, Clearone, Extron, AMX and Crestron devices throughout North America. Responsible for resolution of technical issues, installations, upgrades and maintenance as well as in-house training of support staff on AV switching and video conference hardware.

• Supervised vendor installations, upgrades, and maintenance projects of new integrated conference rooms and unified communication equipment throughout North America.

• Deployed and maintained Cisco CTS3000 Telepresence system in NY office.

• Deployed and maintained various Cisco Telepresence and video conference codecs in the northeast region via Cisco Telepresence Management Suite. This included MX700/800, EX60, CTS500, CTS1300 and C20/40 systems.

• Developed solutions to improve the limited audio and video input capabilities of Cisco MX700/800 video conference codecs.

• Assisted with testing and upgrades of new Cisco Unified Communications products.

• Deployed and maintained Cisco 7970 and 7397 IP Phones via Unified Communications Manager 4.x and 8.x as well as performing moves, additions and changes when needed.

• Served as subject matter expert and lead technician for all Apple hardware and software. Proposed and led projects to image and deploy all Apple workstations as well as trained and assisted 2nd level staff members on the use and troubleshooting of all Apple hardware and software. Successfully created and deployed images on Mac OS X 10.6, 10.7, 10.8 and 10.9.

• Configured and deployed various iOS and Android devices using Xenmobile, MobileIron and Good for Enterprise mobile device management. Served as subject matter expert on iOS and Android mobile devices.

• Configured and deployed Blackberry devices from multiple wireless carriers using Blackberry Enterprise Server 5 and 10.

• Regularly assisted the Server and Network teams with the local installation and maintenance of network (Cisco) and Server

(HP) hardware and software. Responsibilities included installation and maintenance of 4500 series switches, 2500/2600/2800 routers, 4400/5500 Wireless LAN Controllers, Aironet Access Points, 2800 Voice gateways, Proliant Servers and MSA storage arrays.

• Participated in software and hardware rollouts, upgrades and lease returns in the Northeast region and throughout North and South America.

• Served as a senior member of the Windows 7/Office 2010 migration team for North America and Brazil.

• Responsible for training of temporary contract technicians on migration and deployment process of Windows 7/Office 2010.

• Installed and maintained various networked HP digital senders and printers. Assisted in maintaining a print environment of over 200 devices.

• Setup and deployed HP desktops and laptops via Altiris Deployment solution. Tracked assets utilizing Altiris Asset Management solution while ensuring standard software was installed on all workstations and mobile devices.

• Ensured Desktop and Laptop backups occurred in conjunction with firm retention policy using the Altiris Recovery solution. Produced Altiris reports to verify machines were being tracked properly and contacted users to ensure adequate backup of local information.

• Installed various hardware devices including ergonomic keyboards/mice, wireless keyboards/mice, internal and external cellular data devices, monitors and digital dictation devices.

• Educated staff on appropriate use of hardware and software as well mentored new I.T. support staff while promoting and facilitating teamwork among peers, business partners and outside resources. Systems Administrator Blue Man Productions, Inc. New York, NY July 2004 – January 2008

• Served as lead engineer for server and desktop technical support for over 800 employees distributed over eight local sites throughout North America.

• Configured and deployed multiple Windows Server 2000 and 2003 servers for both production and test environments. Server roles varied from Active Directory and DHCP to File/Print Sharing and Microsoft Great Plains Project Accounting.

• Acted as the primary engineer on audio/video systems for the NYC post production team in addition to special projects throughout N. America.

• Provided onsite and offsite support for Blue Man Productions’ founders and executive staff.

• Responsible for the installation and configuration of Dell servers, Dell & Apple workstations and Facilis TerraBlock SAN systems throughout all North American corporate locations.

• Performed server maintenance, including hardware upgrades and repairs, patch management, remote firmware/software updates and backup management.

• Responsible for the creation and administration of both Email and Active Directory accounts for arriving and departing users.

• Configured, deployed and maintained over 50 network printers from both Dell and HP.

• Acted as the I.T. project manager and engineer during the design and build of the local video post-production studio. Duties included but were not restricted to researching, purchasing, coordinating of labor, installation and continued maintenance of equipment.

• Acted as the I.T. project manager coordinating office moves in existing office locations as well as newly constructed locations.

• Led project in standardizing companywide hardware and software throughout North America as well as planning and implementing major software/hardware rollouts and deployments.

• Performed remote support using Citrix GoToAssist/GoToMyPC, RealVNC and Microsoft Terminal Services.

• Gained extended experience while installing and maintaining network adapters, RAM, hard drives, modems & other hardware peripherals, network printers, switches, routers, wireless access points and network attached storage devices.

• Executed VPN installation and troubleshooting, active directory administration, mail server administration and Nortel Norstar phone system administration and maintenance throughout several corporate locations.

• Served as lead engineer on maintenance and support of integrated audio/video conference rooms utilizing Polycom Soundstation/ Viewstation codecs connecting via ISDN.

• Furthered experience in operation, installation and troubleshooting of various model projectors and various plasma/LCD displays.

• Responsible for administration and support of Blackberry, IPhone and Nokia E series mobile devices for domestic and international staff.

• Negotiated and maintained vender contracts and reinforced professional relationships.

• Acted as the I.T. representative and lead engineer on various committees and was selected as an integral member of the organizational development board.

• Created and conducted formal employee training workshops and administered new hire orientation and I.T. instruction.

• Created an innovative I.T. handbook distributed to all North American Blue Man corporate locations. Operating Systems Experience:

MS Windows 7; 10; MS Server 2008, 2012, 2016; Apple OS X, Apple iOS; Android OS Software Experience:

VMware ESXi/Vsphere 6.5, VCenter 6.5; Veeam Backup Enterprise Manager 7.5; Microsoft Exchange 2010/2016, System Center 2012, Office Suite 2010/2016; Symantec Corporate Antivirus 9.x, 10.x, Ghost 7.5, Enterprise Vault 9, Altiris Deployment, Asset Management and Recovery Solution 6.x; Quest ARS Administration 6.7; ServiceNow Incident Management; BMC Remedy Service Management; McAfee VirusScan Enterprise 8.x; Citrix ICA client and Metaframe Server, XenDesktop v.7, Desktop Director v.2; MITEL 3300 Communications Platform; Cisco AnyConnect VPN, Unified Communication Manager 4.x & 8, Telepresence Management Suite 14, Mobility Applications, IP Communicator; WebEx Remote Support and Productivity Tools; Credent Mobile Guardian 6.7; Blackberry Enterprise Server 4.1-5.0, BES Web Console; IBM MaaS360 Mobile Device Management; MobileIron Mobile Device Management; Citrix Xenmobile Mobile Device Management; Autonomy iManage Desksite 8 & 8.5; Workshare 5.x; Extron AV control software; AMX Netlinx Studio; Crestron Toolbox Suite and Fusion; Clearone Converge and G-Ware Conference Equipment software; Adobe Creative Suite; Acronis TrueImage 10.

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