Help Desk Engineer
Resume:
WORK EXPERIENCE
****-******* ****** ************ ************, PA
Chief Technology Officer
Recruited to create and implement broad client facing strategy solutions including, but not limited to: eDiscovery, early case assessment, Predictive Coding, video bridging and real-time transcript streaming. Simultaneously, constructed an enterprise level infrastructure and Help Desk that would support both the internal and client facing IT needs. Researched and collaborated with multiple vendors to scope and assist with project implementation. Managed all Technical projects and worked to inspire positive results from both venders and employees alike. Commanded the establishment of the eDiscovery department, including the investigation, creation and implementation of essential technologies. Architected the roles and oversaw staffing of all positions within this department. This division has found itself profitable since inception.
Upgraded a legacy physical server infrastructure to highly available virtual cluster infrastructure. Implemented redundant Virtual hosts, SAN clusters, Switches and Routers. For the last thirty months all technology has enjoyed an uptime greater than 99.99%.
Implemented IT support and organizational interaction practices, fostering a strong, collaborative work environment while developing robust help desk systems and processes to improve first time resolutions.
Tailored a SQL cluster solution for early evidence review and coding. Worked closely with the Legal Services Case Management team to ensure that all of our clients' needs were being met by the newly implemented review platform.
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PROFESSIONAL SUMMARY
A proactive and results-driven technologies leader with over 15 years IT and Managerial experience. Passionate about technology, highly motivated to provide the best new technological solutions from conceptualization to implementation. A leader, excelling in developing, training and motivating teams to provide unrivaled support and solutions. Brings innovation towards finding the balance between security and availability, providing a premium work environment for all employees. Certifications: MCITP, MCSE, CCNA (R&S), Network+, Security+ Operating Systems: Windows 10/8.1/8/7/XP, Mac OS X Microsoft NT Server 2003/2008 R2/2012 R2
Compliances: HIPAA, ISO/IEC, CIS
Email: Exchange 5.5/2003/2007/2010/2013/2016
Utilities: Windows Active Directory, AD FS, RRAS/DHCP, Group Policy, DNS, App-V, Citrix XenApp, HP LeftHand SAN, Symantec Backup Exec, EMC Avamar Backup,
Tripwire Enterprise, Hyper -V, Azure, ESXi, vCenter, Windows Terminal Server, N-central, Autotask,
BOMGAR, ReporterBase, AD Summation, SonicOS,
NetExtender, ExpressRoute
212-***-**** *************@*****.***
William Overes
116 Ebenezer Ave ~ Bala Cynwyd, PA 19004
Worked with existing Videoconferencing team to better utilize existing technologies and introduce new solutions to address client needs. Also worked to implement best practices for operations and troubleshooting for a highly available global telecommunications system.
Overhauled and implemented the IT Operating Budget. This budget successfully reduces the cost of all associated technologies by no less than 42% while maintaining a higher level of redundancy, and efficiency. 2004-2012 Precision IT Group New York, NY
Technical Services Manager
Founded and managed the Pennsylvania Branch, responsible for creating and implementing all aspects of operations and procedures for the branch, including hiring and training employees under my lead. Created technological model allowing all clients [regardless of environment size] to implement Enterprise level security and technologies. While building a specific infrastructure catered to the needs of each account. Extensive interaction with clients to strategize and implement best technology practices to maintain and develop their company’s success, by securing efficiency and limiting downtime. Created and implemented a scaling of the PA model of technical and operational practices into a global framework for Precision IT. Spearheaded the expansion of the global help desk by 25%, returning the company’s highest profitability increase per year at 40%. This included an extensive restructuring of positions within the technical management department to increase productivity and establish best practices for clients support.
Redefining roles to concentrate efforts for particular resources to better define and accomplish deliverables. This involved creating and implementing communications procedures between the Technical Account Managers, and Development teams and all other departments within the company: Sales, Global Help Desk, Monitoring Services, and Human Resources.
Created and implemented a global monitoring service and platform for clients. Allowing the transformation from reactive to proactive support. Oversaw and managed this service into departmentalization, providing 24 hour monitoring to clients.
Reported directly to CTO and CEO of the company, concerning the state of the Help Desk, Technical Account Managers, Development, and Monitoring teams. Consulted on the implementation of new technologies and best practices as well as the company’s financial position. This included an implementation of an engineer-specific customer satisfaction initiative, allowing for feedback concerning daily support and consultation.
Architect of the IT infrastructures for Tory Burch, Sun Products Corp, and C. Wonder. This included the initial design of the network topology, SAN implementation and Microsoft Services for the corporate headquarters as well as remote global offices and retail locations.
Ensured all clients met and maintained federal compliance standards. Prepared for, and was present during audits for clients. Including but not limited to retail locations, legal, and financial corporations.
WORK EXPERIENCE
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Review the issues and resolutions of all employees managed under my lead. Provide consultation for resolution to Help Desk and escalated issues. Securing maximized support for all clientele.
2002-2004 L'Oréal Paris/CCB-Paris New York, NY
Systems Engineer/Network Engineer
1996-2000 Lesley University Boston, MA
WORK EXPERIENCE
EDUCATION
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