Project Manager Customer Service

MICHAEL COHN

*** ****** **** ~ Garden City, NY 11530

516-***-**** ****.*.****@*****.***

IT Specialist with progressive, in-depth experience managing dynamic and

complex technical solutions to support improved business processes,

customer service, and quality assurance initiatives. Designs business

systems to align with corporate and stakeholder needs and improve business

performance. Professional strengths include excellent problem resolution

skills, a customer-focused work ethic, and active collaboration with cross-

functional project teams. Expertise includes systems administration,

business systems analysis, implementation, and support, operations

management, and project management. Recent professional achievements

include:

o Led team testing and deploying Bluetooth low energy (BLE) technology

using Gimbal hardware and iBeacon specification at 20+ baseball parks

across the country.

o Realized 75% reduction in support calls for large clients by migrating to

updated hardware and software, re-architecting technology infrastructure,

and leveraging managed and automated deployment, monitoring, and

maintenance tools.

o Designed, implemented, and documented secure bastion host environments to

conform to PCI DSS payment card processing standards and internal

security requirements; utilized RSA SecureID, TripWire, CIS Benchmark

guidelines, and custom tools and policies to enforce procedural and

compliance needs.

PROFESSIONAL EXPERIENCE

Shmitt Technologies, New York, New York 2013 - Present

Senior Systems & Network Administrator/Project Manager

. Planned server and infrastructure deployments for existing environments,

migrations, and new locations; executed all phases of the project

lifecycle while maintining maximum uptime and minimizing end-user impact.

. Acted as top of the technical escalation chain for helpdesk, server, and

network support staff during business hours and on-call rotations;

ensured resolution of all open incidents and proactive responses to

monitoring alerts, maintenance, and security concerns.

. Interfaced with client management to understand business continuity

needs; designed, implemented, documented, and maintained business

continuity plans (BCP), disaster recovery (DR) environments, and high

availability (HA) architectures.

. Automated maintenance, migration, monitoring, and implementation tasks

with individually tailored scripting solutions leveraging PowerShell,

DOS, VisualBasic, PHP, and Java scripts and custom software.

DRJWeb, Garden City, New York 2010 - 2012

Managing IT Director

. Led the development of new technologies for small to medium-business

clients; analyzed existing architectures and rolled out technologies

designed to improve business operations.

. Planned projects and guided all project participants and stakeholders

throughout business technology initiatives; managed all phases of the

project lifecycle, including requirements gathering, design, development,

testing, and final implementation.

MICHAEL COHN PAGE TWO

DRJWeb, Garden City, New York 2010 - 2012

Managing IT Director (continued)

. Provided ongoing software, hardware, and network support on all

implemented systems; managed all help desk and technical support

resources responsible for meeting service-level agreements (SLAs).

. Interacted with third-party hardware and software vendors; negotiated new

purchases, maintenance contracts, and upgrades.

Independent IT Consultant, Garden City, New York 2005 - 2010

Business Technology Analyst & Developer/ Systems & Network Administrator

. Developed client/server architectures for home and small-business

customers; migrated business owners and residential customers to new

business technology platforms.

. Determined customer needs and offered solutions to improve business

processes and performance, including delivering cost/benefit analyses and

methods for reducing technology costs.

. Engineered and programmed custom small-business software solutions;

managed all phases of the development lifecycle from conceptualization,

through testing, and rollout to production environments.

. Liaised with business owners and technical specialists to ensure clear

communications of all project progress status; ensured that all

initiatives aligned to customer business needs.

iWebPress, Garden City, New York 2004 - 2005

Software Engineer/Programmer

. Supported the design of a content management system (CMS) for educational

and small professional publications.

. Performed back-end programming using the LAMP platform (Linux, Apache,

MySQL, PHP) and Zend Studio, with front-end design in

HTML/CSS/JavaScript.

. Engineered a template system that allowed non-technical users to design

web layouts and publish content directly from the iWebPress CMS to the

web.

TECHNICAL SKILLS

OPERATING SYSTEMS: Windows 9x/XP/Vista/7/8, Windows Server 2000/2003/2008/

2008 R2/2012, Mac OS X, VMWare vSphere/ESXi

HARDWARE: Cisco (router, switch, WAP, PIX/ASA), SonicWall (NSA, SRA, WXA),

IBM/HP/Apple/Dell (server, desktop, laptop, printers), Konica

Minolta/Ricoh/Xerox (multi-function printers and copiers), VOIP &

videoconference systems (Cisco, Polycom, Avaya, Nortel)

SOFTWARE: Microsoft Active Directory, Microsoft Exchange

2003/2007/2010/2013, Microsoft Office Suite, Microsoft Offie 365, Symantec

BackupExec, HP/Autonomy LiveVault, GlobalRelay, Bloomberg, EZE Castle,

Adobe Creative Suite, Blackberry (BIS/BES), Spiceworks, Kaseya, Microsoft

Visual Studio, XCode, Zend Studio, NetBeans, CVS, Subversion, Git

PROGRAMMING LANGUAGES: PHP 4.x/5.x, HTML 4.0.1/5, CSS 2/3, JavaScript, C++,

Visual Basic 6.0/.NET, Shell Script, PowerShell

DATABASES: Microsoft SQL Server, Sybase, MySQL, SQLite

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