SPENCER FUREY

***** ******* *** 401-***-****

West Greenwich, RI 02817 acuugw@r.postjobfree.com

SUMMARY

Over 20 years of experience designing, implementing, and supporting Information Technology solutions, with a primary focus on high availability and secure application delivery. Specialize in expert service delivery, strategic planning, project management, and support of a wide range of hardware, software, and network infrastructures. Strong focus on creating and maintaining secure, redundant infrastructures.

PROFESSIONAL EXPERIENCE

Corvias Group, Inc.

02/2015 - Present

East Greenwich, RI

Service Desk Systems Engineer

Lead and optimize IT customer service communications, workflows, and policies so as to ensure effective overall IT support services. Work closely with Infrastructure and Network Teams to identify and recommend solutions to improve end-user support experience across all platforms. Assist with capacity and resource planning as well as the evaluation of resources to validate the supportability of new technologies. Manage staff and perform all associated administrative duties (teaching, mentoring, individualized development planning, annual reviews, etc.). Oversee all managed service vendor relationships and track associated budgets for monthly spend, reconciliation, annual planning, etc.

Accomplishments:

Transitioned existing help-desk to an ITIL oriented service-desk utilizing industry standard key performance indicators, service level agreements, and custom incident request reports to ensure service and quality objectives were consistently being met

Procured and implemented a new cloud based ITSM and utilized integrated tools to create operational efficiencies between multiple business units by creating automated electronic workflows for many paper based and manual processes (candidate tracking, HR service requests, maintenance inventory and service requests, etc.)

Developed standard communications plan to articulate clear expectations to all of the user communities regarding response and resolution times, as well as planned and unplanned outages, maintenance, and ongoing problem resolution

Procured, deployed, and maintained Dell systems management appliance (KACE K1000), for software deployment, hardware and software inventory, software updates, and asset management

Successfully outsourced Level I Service Desk incident requests to a local vendor while maintaining all existing roles and FTE’s. This enabled L2 and L3 support to shift many duties to internal L1 support (after requisite training), thereby remaining budget neutral and enhancing the overall service portfolio

Increased first call resolution rate, customer satisfaction ratings, and reduced average call handling times; attribute success to training, increased awareness, and promotion of the IT service management and ITIL culture

PROFESSIONAL EXPERIENCE

Priority Management Group, Inc.

01/2007 – 01/2015

Pawtucket, RI

Technical Services Engineer

Design, incorporate, and maintain IT solutions for corporate headquarters and all satellite locations. Provide secure application delivery for over 500 remote end-users, in addition to the support, maintenance, and administration of all local and in-house users. Manage IT infrastructure to include Active Directory, Exchange 2007/2010, group policies, SCCM, Dell KACE appliance, Citrix/RDS application virtualization, EqualLogic SAN, Office 365, SEP, and VMWare ESX, environment. Manage local helpdesk staff and perform all associated administrative duties, (teaching, mentoring, individualized development planning, annual reviews). Coordinate and monitor all daily activities and duties to ensure business continuity and maintain committed uptime thresholds and SLA’s.

Accomplishments:

Created and maintained virtualized Citrix/Microsoft RDS environment for secure application delivery to over 500 concurrent end-users.

Designed and implemented full scale redundant storage system utilizing EqualLogic SAN and VMware virtualization technologies.

Achieved 99.9% up-time by designing and incorporating fully redundant network and firewall solution with automated circuit failover and emergency generator backup system.

Instituted cloud based PBX system to create VoIP infrastructure utilizing MPLS network.

Implemented enterprise level call center with resolution tracking, asset management, automated reporting, and full-scale network monitoring.

Manage all IT related HIPAA and PHI based data security to ensure proper compliance with all governing Privacy and Security Rules.

Established and maintain multiple site to site IPsec VPN connections to allow secure data transfer for simultaneous EMR, EHR, laboratory, x-ray, and resonance imaging interfaces.

Designed and implemented electronic document repository solution with automated MS SharePoint based workflow, which led to lower annual TCO and a rapid ROI realization.

Developed full-scale disaster recovery plan utilizing Microsoft Cluster Service for high availability, virtualization, and offsite data replication.

Instituted an end to end backup solution to address existing deficiencies, and to ensure data integrity by the creation and use of quarterly restore procedures.

Conceived and implemented a standard operating procedure (SOP) strategy, and developed framework for all departmental as well as company-wide SOP’s.

PROFESSIONAL EXPERIENCE

Purdue Pharmaceuticals

2001-2006

Coventry, RI / Stamford, CT

IT Systems Engineer

Directly responsible for technical support operations in a 24 x 7 operational environment for over 2,000 users, as well as routine departmental management duties (vendor selection, negotiation, budgetary planning & allocation, staff meetings, departmental needs analysis, etc…). Manage IT staff, coordinate all IT related projects, and support all workstations and servers in a federally validated and qualified environment. Responsible for Active Directory infrastructure design, architecture, and implementation as well as Level III Exchange and VMware virtualized environment related support.

Accomplishments:

Assisted in the management, development, and deployment of a successfully company-wide implementation of SAP (to include site specific modules as Purchasing, Maintenance, Finance, Materials Management, and Warehouse Management).

Implemented, deployed, and maintained Microsoft Operations Manager environment to over 1000 servers, complete with notification workflow as well as full reporting environment.

Managed successful cross-site Windows 2003 domain controller upgrade for multiple locations, while simultaneously rolling out a private/domestic IPsec security infrastructure via MS Group Policy.

Coordinated a successful Exchange 2003 cross-site consolidation to enable a more centralized management solution and lower overall TCO.

Coordinated and deployed an enterprise-class virtual server infrastructure utilizing VMware and HP BL series blade servers. This server consolidation afforded significant overall cost reduction.

Evaluated and instituted a Global Positioning System application for dynamic tracking a monitoring of all controlled substance shipment.

Maintained existing Citrix Server Farms to support secure application delivery to over 350 end-users.

PROFESSIONAL EXPERIENCE

MTTI (Motoring Technical Training Inst.)

2001 – 2003

Providence, RI

Evening Computer Technologies Instructor

Part-time evening instructor for a college level computer program beginning with computer fundamentals, and progresses to intermediate, then advanced networking and troubleshooting techniques. Course covered both Microsoft standards as well as a UNIX, Linux, and MAC adaptation to accommodate industry demand.

Accomplishments:

Developed and taught evening curriculum for three 6 month sessions.

Achieved 100% successful student pass rate for CompTIA A+ Certification.

PROFESSIONAL EXPERIENCE

Nestor Systems, Inc.

1999 – 2001

Providence, RI

Systems Administrator

Managed IT department (and staff), while maintaining the security and integrity of all internal workstations and servers. Designed and implemented Microsoft / Ethernet based network infrastructure (from existing UNIX / Token based).

Provided daily technical support for all computer, server, and network related issues. Performed all routine maintenance, backups, network security, (and performance) monitoring. Fully supported all internal and external end-users; as well as outside consultants, trainers, and interns. Lead and supported corporate business application software, and created a secure network environment for proprietary Neural Networking Technology.

Accomplishments:

Coordinated, prepared, and standardized a primarily flat, heterogeneous environment into a dynamic, multi-tiered architecture, which efficiently supported the migration to Windows 2000.

Supported multiple environments to facilitate a secure network infrastructure.

Developed and instituted custom Linux based firewalls to protect proprietary technology, as well as all incoming credit card transactions.

PROFESSIONAL EXPERIENCE

Texas Instruments

1994 – 1999

Attleboro, MA

PC Repair Technician

Provided advanced hardware and applications level support to over 2000 PC users site-wide. I was eventually charged with routine maintenance and technical support of all on-site application delivery servers (Terminal Services), to ensure daily functionality and application continuity.

Accomplishments:

Supported proprietary SPECS system ‘Specialized Precision Equipment Controller System’ for automated inspection and process control equipment, and provided installation and end-user training when required.

Supported a wide variety of operating systems and servers including Novell, UNIX, Linux, Windows, and MAC.

Successfully managed MS Office 2000 deployment to VP, Sales, and Administration Departments.

EDUCATION

New England Institute of Technology, Warwick, RI 1993 - 1998

B.S. Computer Information Systems

A.S. Electronics Engineering Technology

Certifications

Windows 2008 MCSA, MCTS

Windows 2003 MCSA, MCP

Windows 2000 MCSE, MCSA, MCP

Windows NT 4.0 MCSE, MCP, MCP+I

CompTIA A+ Certification

Dell Certified Systems Expert

ITIL V3 Foundation Certified

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