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IT Director

New York, NY
April 26, 2014

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** ***** **. **********, ** *****



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


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


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.


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.


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

March Cameras


Wireless Networking and ActSoft Comet Tracker GPS

Security DataDomain Backup Devices


Oracle Sales Analyzer Meru Networks Wireless

ImageQuest Document

Controller and APs

Oracle Express Server Management

Shoretel IP Phone System

Intel/AMD Based Hardware Dell Equalogic

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