Infrastructure Service Desk Administrator

MICHAEL COSTELLO

** ******* ***** ● Safety Harbor, FL 34695

Mobile 727-***-**** ● *******************@*****.*** ●www.linkedin.com/in/michaelcostello74

INFRASTRUCTURE SERVICE DESK ADMINISTRATOR

Highly motivated and skilled IT professional with 17+ years Enterprise experience mastering new technology trends, implementing technology and layered security solutions, hardware asset and software license management, and ensuring uninterrupted business operations. Team player that can balance end user support and satisfaction, diverse technical duties and multiple projects under challenging conditions with minimal supervision. Consistently relied upon to develop and deploy new processes and resolve complex business and technical issues. Demonstrated achievements in:

LAN/WAN/ Wireless/VOIP Infrastructure

Network, Hardware, Software Administration and Troubleshooting

Microsoft Server and Desktop OS

Exchange, Outlook, Office 365

Documentation of Policies and Procedures

Reporting, Metrics and Forecasting

Project Management / Process Analysis

Business Continuity / Disaster Recovery

Hardware & Software Acquisition, Tracking, Reporting, Disposal

Vendor Service Agreements, Warrantees, and Maintenance Contracts

Database Servers and Reporting Utilities

Training, Teamwork and Collaboration

HIPPA/ PHI / PII

VPN/ Terminal Server/ Virtual Environments

MS Azure and Intune (MDM)

CostelloTec, Safety Harbor, FL 2015 to Present

Home and Business Computing Solutions in the Tampa Bay Area

Owner, Independent Contractor and Business Analyst, (2015 to present)

Provided the Tampa Bay Area with 24/7 consultation and service for technical issues, hardware and software installs, upgrades, networking, equipment purchasing and other technical needs and challenges.

Marketed technical and infrastructure services towards a range of small businesses and large enterprise corporations.

CORVEL CORPORATION., Tampa, FL 1998 to 2015

National Provider of Risk Management Solutions for employees, third party administrators, insurance companies and government agencies.

Regional Systems Coordinator / Level III Service Desk, (2008 to 2015)

Responsible for level three regional support for a 7 state, 14 site, 300+ user region, ensuring 24/7 uninterrupted business operations and third level of support for helpdesk issues.

Monitored all service desk tickets via ServiceWise for the region, resolving in a timely and effective manner, and escalating to development and senior management as needed.

Point of contact for the region in regards to system outage and office impacting scenarios, communicating status, gathering information to resolve, and ensuring operations resumed as timely as possible.

Generated documentation and kept trouble-solving databases up to date to resolve reoccurring and routine issues.

Purchased and performed installation, configuration, troubleshooting and ongoing management of servers, workstations, laptops, networking equipment, multifunction and other business platforms from vendors such as Microsoft, Verizon, Adobe, Dell, Lenovo, Sharp, HP, Cisco, Apple, and Panasonic.

Procured and maintained service agreements and warranty contracts for hardware assets such as desktops, laptops, servers, networking equipment, mobile devices, multifunction copiers, scanners, and was the point of contact for arranging vendor repairs/replacement parts and ensuring systems were brought back online, tested and certified 100% operational.

Ensured business and system objectives were met by identifying needs, researching solutions, and working with local, regional and corporate management and staff.

Supported VPN users within the company who connected to internal file shares, applications, and servers.

Installed and configured Windows Server for dozens of sites as Domain Controllers, used Active Directory to set up file shares, print servers, policies, groups and organizational units.

Proactively identified and resolved security risks/vulnerabilities of the IT infrastructure via reporting tools and patch management utilities, and ensuring layered security with latest patches, software versions, AV/Malware patterns.

Oversaw and maintained hardware asset and software licenses via numerous platforms and reporting tools such as Microsoft SCCM, SharePoint, MS Excel, and MS Access databases.

Facilitated the decommissioning and recycling of retired equipment (Secure data wiping, Certificates of Destruction, removal from asset listings, etc).

Responsible for supporting and managing the telephony and mobile device platform needs of the region. Purchased and reviewed plans and equipment, analyzed metrics on usage and cost, and supported devices such as Cisco VOIP phones, Apple iPads, iPhones, Android smartphones, and Microsoft Surface Pro 3.

Protected against corporate data loss by implementing hard drive encryption (Bitlocker) for all desktops and laptops, secure email techniques, PGP data encryption, secure disposal of retired equipment (Secure data wiping, Certificates of Destruction, etc).

Developed and implemented business continuity policies and disaster recovery schemes, utilized Avamar to backup local and regional file/site servers to a central data center.

Trained staff in the region on hardware and software, provided assistance with technical data and interpretations, implementation planning, confidentiality/risk mitigation, and training on available technology tools and solutions.

Devised and implemented the IT infrastructure for multiple office location setups / expansions, proposing cost effective solutions and minimizing system & workflow downtime.

Coordinated with dozens of customers to implement hundreds of secure EDI and FTP processes utilizing SSH and PGP to securely send and receive data feeds.

Streamlined business operations by rolling out and streamlining OCR scanning hardware and software processes, and identified areas that could benefit from paperless processes.

Spearheaded software and hardware migrations and implementations, training staff on new workflow, equipment and processes.

Local Network Administrator, (1998 to 2008)

Supported the IT Infrastructure for the Tampa, Orlando, and Jacksonville Offices, supported and troubleshot servers, desktops, laptops and other enterprise hardware and software.

Managed, monitored, and maintained the LAN infrastructure for the offices, utilizing Cisco Routers, Switches and wireless APs.

First level helpdesk support for 3 offices and ~150 users, resolving work orders and escalating as appropriate to development / advanced department teams.

Developed a disaster recovery scheme, performed tape backups, test restores, and experienced many live scenarios with a 100% success rate.

Analyzed and regularly assessed hardware, network and data storage usage in order to index current performance, and forecast future growth and needs.

Responsible for 24/7 operation of multiple servers and Enterprise systems

US ARMY, Fort Bragg, NC 1992 to 1998

Operations Specialist, (1996 to 1998)

Created and maintained Web and Intranet presence with MS FrontPage. Gathered, analyzed, and presented information to assist in strategic operations.

Installed, configured and maintained operating systems and software programs, database software.

Held Government Security Clearance of Secret.

Airborne Infantry Paratrooper, 82nd Airborne Division, Berlin Brigade, (1992 to 1996)

EDUCATION / CERTIFICATIONS

BAS in Technology Management – In Progress, St. Petersburg College, Clearwater, FL

2004 Associate Degree, St. Petersburg College, Clearwater, FL

2016 CompTia Security+ Certification – In Progress

2002 CompTia Network + Certification

1998 Microsoft Certified Professional Certification, MCP in Win NT 4.0 Workstation and Server

1998 CompTia A+ Certification

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