Customer Service Project Manager

ESTABLISHED, RELIABLE CONSULTANT to mid-size enterprises operating from and serving the metro NYC area. Am a change agent of managed I.T. services; proven strength in sales engineering. Forte' for a) planning and managing delivery of OS upgrades and b) creating strategy, planning and implementation of cybersecurity in fluency of CBSO (Chief Business Security Officer). Module-based training to install technicians available, live or virtually. Visionary, charismatic, high-energy, leadership personality who values excellence, people skills, professional style and collegial interdependent work environment. Accepting full or part-time projects, part or full days, from $45USD per hour pay rate on 1099-Misc Corp to Corp, Scope of Work to realize deliverables discussed.

Skills

Software. Windows 8.1 Windows 7 Windows XP MS command prompt for endpoint analysis SSH sessions Cloud-based ticketing Diagnostics, troubleshooting dysfunction, repair Data synching • Operating systems for smartphones • Microsoft Office OpenOffice ● ACT! Hosted CRM McAfee AV and real time ePO MalwareBytes Eset TrendMicro Windows Defender Lookout AV for mobile BlueCoat K9 Browser

GroupWare & Email. GroupWare/E-mail: Cloud-based Email ● MS-Outlook, Web browsers Remote PC Support Software support, training, installation/removal ● Practice Fusion cloud-based E.H.R / Practice Management.

Hardware & Networking. Hardware connected local, networked or wireless [maintenance, installations, troubleshooting, diagnostics, repair] (i.e. hard drives, PCI cards, printers and all-in-ones, modems, laptop cards, etc.) Cisco IronPort FireEye Triumfant TrustWave Unified Threat Management suite SIEM EiQ Networks Click Security AlientVault SecurityScorecard ● cloud-based, hosted VoIP Telephony ● Vulnerability Scans / Qualys ● Smartphone functionality • Routers and Switches ● Client settings for LAN/WAN (i.e. network protocols, workgroups, domain name servers, etc.) Remote computing via dial-up or broadband with/without VPN Password resets for RAS connections Networking concepts [including logical and physical topologies] • Understand connectivity; LAN, Wireless.

Design, purchase assistance (including web-based shopping), configuration, installation, testing, user training, incident support, network maintenance (both (remote and on-site). Work with computers, software, device drivers, smartphones, voip telelphony, modems, routers, switches, panel room. Familiar with risk transference of cyberthreats via cybersecurity insurance.

Designed, partitioned and imaged personal computers (dated and modern systems) via solution-based support and customer service practices. Best practices enabled quick, complete repairs. Many repeat customers from private I.T. consulting business for a variety of software and hardware issues. Supported a wide range of LAN/WAN and stand-alone PC software/hardware issues for over twelve companies - each national in scope - with different computing needs from 24/7 global call center and help desk. Role focused on supporting the staff and consultants of prominent insurance companies, corporate users, big five accounting firms, etc. Assisted co-workers in troubleshooting/resolving some Level 2 customer problems. Trained approximately 20 co-workers to support facets of specific accounts at management’s request.

Past Projects (can support each event in history)

Enterprise Cyber Security Team Lead, Pomeroy IT Solutions for PA of NY&NJ, Exchange Pl, Jersey, City, NJ, July 2013-January 2015.

Consulting project to create integrated cyber security operations for 5K+ node WAN. This autonomous yet collaborative role included creating a Cyber Security Desk of two staff (CSD), multi-faceted Procedure Response documents for i) Incident Response, ii) VirusScan, iii) IP vulnerability scan and iv) Cyber Alerts/Notices for threats and software patches. Projects and tasks completed via talks/meetings with section teams/heads and decision making IT directors. Communicated role's progress verbally, in weekly meetings / self-created reports reviewed by department chiefs, direct reports and section heads. Sourced/tested/faciliated procurement of CRM software to track CS issues and serve as documented knowledge base. Updated SOW document with CSD function (“proof of concept”) for extension term, plus recommendations to improve team function. End goal is i) role keeps incident response issues processed timely by severity via section teams, ii) keeps all enterprise software current, mitigating threats, iii) coordinates the cleansing of unwanted and approving of necessary software within the enterprise, iv) improves operations of layered network defense, v) keep WAN as safe as possible to perpetuate smooth daily operations.

Traveling Rollout Technician.

-Enterpr Domain migration/User support for Network Security; Renner Brown for North Shore LIJ Health System, June 2013.

-Enterpr equip upgrade WXP-W7, 5day project. (Lenovo Laptops WXP > W7) Prep/follow-up laptops for WXP to W7 migration; assigned to 30 nodes; assist troubleshooting migration delays. Newport Jersey City, NJ, Compucom for Chubb Healthcare Insurance, 05/10-5/16/2013

- Enterpr equip upgrade WXP-W7, 330 nodes handled, avg 5psn/site, upgrade per procedure; 1.5 days/project. (UPS,PCs,USB/NW peripherals, data migration, server-cloud; troubleshoot install/migration delays, recycle returned items.) Compucom for State Farm Insurance, 11/2012-03/2013

- 3 day project, LAN phone rollout, 14pcs ea per 6 big box stores, SE NJ, Pomeroy IT Solutions for Home Depot, June 2012.

- 2 day project, inventory nw hardware, 45 pcs ea per 2 immediate care locations, Greater NY area, Pomeroy IT Solutions for Concentra HealthCare, May 2012

- Private IT Support Specialist to home users, Northern Nassau Cty & Sandy Springs / Atlanta, GA, August 1998 – October 2003

I.T. CSR

- Virtual Inbound technical customer service operator; Teletech At Home, August 2011 – November 2012.

Triage technical calls nationally, route to respective sales or support desks; highest call volume shift (afternoon – evening); route +/- 55calls / hr, 1K calls per 5 days, performance ranked within top 15 of 280 agents.

- Level 1 Support/General Help Desk, Randstad/Technisource for IBM Global Services, Melville, NY. August 1998 – November 2000

Solution-based Sales.

-Eponymous IT consultant, dba Rise Solutions, New York, NY 2008 – Present. Sell/implement managed IT services to business and medical with 5-125 employees, sell SaaS to enterprises over 150 employees, Cyber Security management services added Q413.

EDUCATION

Read Q32015: CAS-002, 10 domains of CASP exam (CompTIA Advanced Security Practitioner);

CompTIA Security+ COMP001020823796 exp 07/2/2018

Completed 2014: Expert Rating Certified Business Mgr/Supervisor, Business Analyst, Project Manager, Computer Networking, Computer Security; Tex A&M Ext Certified Cyber Security, Network Assurance

New Horizons Computer Learning Center, Commack, NY, Summer 1998-Summer 2000

Advanced end user of MS Office Suite, Windows XP, Basic concepts of Networking and PC hardware, A+ Certification class,

Associates of Arts + Business, Finance, Accounting, LIU-Post, Brookville, NY Dec 2015

(includes electives: Intro to Computer Science & Fortran, Machine/Assembly Language (VAX), Data Retrieval/Analysis)

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