Quality-focused Customer and Information Technology professional with a consistent record of success meeting
technology and business objectives, leveraging creative, strategic, and technical skills to ensure functionality of systems,
improve team performance, and generate cost savings while maintaining exemplary quality levels.
A hands-on manager that leads teams by example and communicates effectively across all levels of an organization. A
proven problem solver, pinpointing and resolving problems at early stages to avoid time and cost expenditures.
2006 – 2013
NGP Management LLC, North Reading, MA
NGP Management is one of the largest franchisee networks of Dunkin’ Donuts in the New England region. With over 120
Dunkin’ Donuts locations as well as a private label convenience store, large scale baking facility and numerous retail real
estate holdings NGP is the premiere multi-unit franchise network in Massachusetts.
IT Manager (2006 – 2013)
Responsible for all aspects of the Technology organization including the management of a 1.5+ million dollar
operating/capital budget, vendor selection, contract negotiation, help desk management, long term strategic
planning, technical project management and hands-on implementation, administration and support for all major
systems. Also, had all personnel responsibilities for the IT Organization (4 employees) including performance
reviews, hiring and day to day management.
Created all IT Policies including security, usage, and disaster recovery and responsibly for their enforcement.
Managed all telecommunications including, 500+ copper pots lines, corporate PRI and PBX, and 100+ cellular
phones. Supported both directly and thru management of the internal helpdesk, 400+ PC’ s and 200+ printers and
implemented a full refresh of all store office PCs (120+) including base configurations, PCI compliance and
integration with 3rd party networks.
Planned and implemented a hub and spoke IPsec VPN between all store locations from the selection of internet
and firewall vendors to configuration and support of the complete network.
Planned and implemented a virtualization strategy for the core data systems that migrated all production servers
from physical servers to a VMWare vSphere 5.x environmen t. Including all hardware selections and
configurations. These included: Dell Equalogic SANs, HP Proliant Servers and Procurve 10GB switches as well
as the build out of a new physical data center including a new replicated disaster recovery site and process.
Led several large scale implementations from concept to roll out. These included:
o Kronos Workforce Central (HR/Payroll) migration and upgrade from Abra Suite for approximately
2000 employees. Currently working on migrating from an in-house PDF Forms and Arx Co-Sign
signature system to Kronos Talent Acquisition for onboarding of 2500+ employees per year.
o Epicor to SAP conversion for the accounting organization.
o Migration from 3rd party POP email service of 30-40 users to in house Exchange 2007 (then 2 010)
environment of 400+ users.
o Shoretel PBX implementation.
o March Cameras IP Based CCTV with remote viewing of all store locations (120+) from corporate
o SharePoint Implementation for corporate intranet.
o ImageQuest Document Management for Employee Records and Accounting including hardware and
software to enable the scanning of documents into the system to begin working to a minimal paper
o ActSoft Comet Tracker GPS tracking for delivery and field employees.
o Migration of Sharp cash register to Radiant POS for all store locations, including integrations with
camera system and accounting systems.
o Implemented RePortfolio server for real estate lease tracking.
o Rolled out internal Microsoft Certificate Authority services for encryption to replac e a PGP
Universal Server implementation.
o Responsible for the selection, configuration and implementation of Cash Register Express POS
system for private label convenience store proof of concept.
Performed Executive level support directly for the owner of the company and his immediate family. This
included personal technology review and implementation from audio visual equipment to remote office support of
his office in Athens Greece.
1996 – 2005
INFORMATION RESOURCES, INC., Waltham, MA
IRI provides data and analytical services to the consumer packaged -goods industry, with multiple product lines including
client-server multidimensional database OLAP tools on Oracle or SQL Server, hosting data over a web based VPN with data
on an Oracle backend, utilizing Oracle Sales Analyzer and Express Server with ActiveX and .NET reporting tools, as well as
standalone desktop applications. Solutions include sales tracking, new product introduction, marketing, promotion planning
and inventory space management solutions.
Director, Client Support (2000 – 2005 – concurrent roles)
Managed nine direct reports (one manager) in several functional areas: Implementation Support, Support
Information Architecture, Sales Order Desk, and Office Services.
Exercised overall responsibility for hiring and termination decisions, budgetary reporting, goal and objective
setting, performance review and strategic planning for individual groups and the Support organization as a whole.
Director of Implementation Support (2000 – 2005 – concurrent roles)
Built and directed the Implementation Support team from inception with two initial resources to a team of five
resources. Oversaw on-site/remote software integration and 24x7 support.
Provided customer implementation and support for all I RI product lines, focusing on high client satisfaction,
cross-functional cooperation and acting as a client advocate during application development process.
Created initial implementation process that integrated functions from this group as well as the Sal es Order Desk
group and acted as champion for a formal Six Sigma evaluation of the process in 2004 -2005.
Increased expected and actual on-time delivery percentage for implementations from 85% to 99% from 2001 -
2005 for all size implementations ranging up to 600+ users.
Increased expected and actual post-implementation troubleshooting from 80% to 95% from 2001 to 2005.
Acted as system administrator for all of Support’s testing equipment including building segregated stand-alone
server networks, and all PC’s for testing of client issues. This included the setup of the network, firewalls, server
setups for SQL Server, Exchange Server, IIS, and the implementation of both data warehouses and server ASP
and .NET components
Acted as primary implementation lead for new products from requirements definition to mainstreaming of the
implementation and support process. Also, performed additional tasks as needed including: primary or secondary
QA, contract boilerplate creation, review of pricing (both application and any additional implementation cost),
beta/pilot project management, technical documentation review or creation for internal or external training and
Director of Sales Order Desk/Office Services (concurrent roles 2000 – 2003)
Supervised team responsible for duplication and global distribution of software and related documentation.
Maintained an order fulfillment service level agreement from 2000 – 2003 of 90% for same day shipping for all
media and documentation.
Championed migration of ordering system from Lotus to Siebel CRM; revised software-ordering process and
integrated the Sales Order Desk with the overall implementation process.
Managed office functions, purchased supplies and services, and guided all team activities.
Director of Support Information Architecture (concurrent roles 2000 – 2003)
Managed team developing, implementing and supporting productivity tools primarily for use by the customer
support group and grew team from zero reports to three.
Conceived the vision and structure of the group and filled out the team with internal and external hires.
Assisted in the migration of the core call tracking system from an in -house Lotus Notes application to a
PeopleSoft Vantive solution, provided test cases, with the assistance of thi rd party consultants, and ultimately
responsible for final GUI and functionality sign off.
Managed the transition of the ACD system, after providing business justification and cost saving analysis from a
local ACD to a centralized ACD including software evaluation and training for the support group.
Conceived of, received approval to develop, project managed, and acted as system administrator for a
multifaceted knowledge management system.
As system administrator maintained Windows 2000 server, SQL Server, SharePoint Server, Crystal Enterprise
from installation, configuration, database creation and ongoing automation, maintained backup schedule and
performed normal system maintenance.
Acted as lead conceptual developer, providing “idea” code to the developme nt team for implementation, plus
acted as primary GUI designer.
Develop “Tier Zero” customer self-service support website for resolving their own issues.
Senior Technical Support Engineer (1997 – 2000)
Served as support specialist for multiple product lines, representing support organization as member of product
development teams throughout all phases of product life cycle. Conducted requirement/ functional evaluations,
usability testing, created technical documentation, acted as primary technical resour ce for Software Release
Engineering by providing research for installation of common (3 rd Party) DLL’s, VBX’s OCX’s etc..
Developed application training program for support organization and led group of junior support analysts.
Directed multiple projects for beta programs and contributed to successful software integration within client
companies by acting as final escalation point of contact after release.
Acted as lead for the Support group’s lab environment from 1997 -2000 by building desktop and server
environments as needed for testing client scenarios.
Technical Support Analyst (1996 – 1997)
Provided 1st-level phone support for over 12 software programs, managing lifecycle from initial contact to
resolution of issues.
Created support white papers and FAQs and functioned as key resource in general Windows and PC
1993 – 1995
BOSTON UNIVERSITY, Boston MA
Computer Support Services Lab Assistant
Served as Lab Assistant for Boston University’s School of Management, signing lab us ers in and out, answering
user questions concerning software. Performed day to day maintenance tasks such as changing printer ribbons,
printer paper and minor maintenance on the network or computers.
EDUCATION & PROFESSIONAL DEVELOPMENT
Boston University, Boston, MA
Bachelor of Business Administration, Concentration in Management Information Systems
Bachelor of Arts in Classical Civilization
Connecticut School of Broadcasting, Wellesley, MA
Certification Program, Completed 2006.
GENERAL TECHNICAL/PROFESSIONAL EXPERIENCE
Six Sigma Green Belt Training VMware vSphere 5.x, 4.x, 3,x HP Proliant Servers
Windows 7 and below VMware Workstation HP Procurve Switches
Windows Server 2008R2 and HyperV Radiant POS
below Exchange 2010, 2007 Blue Cube/Red Prairie Back
Office 2013 and below office Solutions
SQL Server Fortinet Fortigate Firewalls
Oracle 7.x/8.x Fortinet FortiMail
Microsoft SharePoint Server CA ArcServ
TCP/IP – Networking Proliphix Energy Management
Wireless Networking and ActSoft Comet Tracker GPS
Security DataDomain Backup Devices
Oracle Sales Analyzer Meru Networks Wireless
Controller and APs
Oracle Express Server Management
Shoretel IP Phone System
Intel/AMD Based Hardware Dell Equalogic