Technical Support Management

Summary

A dedicated senior technology executive with P&L, leadership, management, network infrastructure and cloud computing experience. Over 15+ years of experience in design, installation, configuration, administration and troubleshooting of LAN/WAN infrastructure and security, leveraging a multiple of technologies to produce solutions. A goal oriented, perceptive, professional leader with extensive technical and management skills. Experienced in successfully leading diverse projects, often with resource challenged initiatives, to provide optimal technical, operational and support oriented solutions. Employment History

vCIO and Director of IT

Lore Systems

December 2014 to present

Develop IT Strategy including Information Security Strategy by partnering with our client's senior management, and gaining thorough understanding of the client's business processes and goals, performing network gap analysis, and recommending technologies or improvements that can best support their overall company objectives and compliance requirements

Strengthen IT environments through risk analysis and business impact analysis, identifying vulnerabilities associated with technology solutions and options, implement fixes to correct or mitigate those risks.

Analyze all factors to determine that the technology options under consideration are fully aligned with strategic, compliance (HIPAA, FISMA etc.) and operational objectives.

Orchestrate complex projects from design and development to production. Conduct technology research and due diligence on multiple technologies available for a particular project, guiding clients to select the best option for their business problem.

Perform technology cost analysis in determining the true value of a technology investment (capital expenses, operating expenses, etc.) and outline the return on investment and the total cost of ownership.

Provide formal planning and budgeting for clients.

Manage technology-related vendors (ISP, telephony, hardware) and all aspects of vendor selection/management such as the request for information process, RFP creation, price negotiation, vendor selection, contract management, implementation management.

Oversee day-to-day IT operations and provide meaningful reporting to key stakeholders

Supervise and mentor high-performing project engineers with different skillset and expertise CEO / Founder July 2012 to November 2014

GuD Solutions Arlington, VA

GuD Solutions is an MSP providing outsources CIO services, network management, network security, IT strategy consulting, Virtualization and VPS services, Help desk & network support solutions.

I filled the position of many hats pushing business forward in sales and technical responsibilities.

I worked with many vendors and clients establishing long term relationships and partnerships.

Oversaw all departments in the company.

Network Engineer / vCIO ( Team Lead ) October 2011 to November 2013 Dataprise Rockville, MD

In a high stress environment, I maintain and grow a virtual server environment ( 40+ Severs) in order to respond to rapid growth and a zero downtime requirement.

I filled the position of IT infrastructure Manager and advice and assisted on long term IT strategies involving multi-million dollar budgets in order to provide scalable, redundant systems for rapidly evolving and complex clients.

I streamline reporting and alerting procedures to facilitate management of server, workstation and firewall fleet across the enterprise.

Created a balanced work environment as an external consultant and as a client advocate, giving fair presentation of Dataprise services and retaining a ‘clients first’ mindset.

Provided a clean and constant conduct of information to Dataprise management enabling proactive palliative action to ameliorate any client concerns.

Performed duties of escalation engineer and primary administrator to a fleet of 200 workstations, 50 cisco firewalls and switches and over 60 windows servers ( 2003, 2008 and 2012 ) including multiple 2008 SQL servers and Exchange 2010 servers running in a multiple-host enterprise ESXi 5 en. Oleg Gudym

Phone: 703-***-****

Email: ********@*****.***

A+, Network+, Security + MCITP, MCTS, ITIL, HIT

Enterprise Technical Support Analyst ( Team Lead ) August 2010 to 2012 Dell Reston, VA

Part of the strong team that provides backup system recovery services on 24X7 support.

Backup & Recovery of Windows, Microsoft Exchange, SharePoint and SQL servers and clients in large environment using Replay 4.

Configure the backup to store on SAN, NAS and local drive as the primary storage pool.

Maintain the Disaster Recovery data at offsite location & perform disaster recovery test.

Help costumer recover data, mail and databases from a major system failure.

Identify corrupted data and restore to previous recovery points.

Configuring & managing the NAS node for Cluster environment.

Work with software integrated with Exchange, SQL and SharePoint.

Configure Windows Server 2003, 2008 R2, Windows 7, Microsoft Exchange and Microsoft SQL servers.

Work and configure with VMware ESX, ESXI and HyperV

Inject drivers during boot process, configure registry and support network issues.

Remote access using Bomgar, GoTomeeting.com, TeamViewer6, Join.me.

Document all steps taken on FogBugz for escalated cases to developers.

Record tickets using Salesforce.com.

System Administrator ( Tier 2 ) August 2007 to August 2010 Department of Parks and Recreation for Arlington County Arlington, VA

Assist end-users with IT related issues, errors, training, general use by phone, email, face-to-face and remote with first-level technical support

Install and remove software for end-user with an administrative account.

Troubleshoot Word, Excel, Outlook related issues to end-users.

Create and managed group policies.

Create Organization Units and add users, computers. Manage accounts, password resets.

Accountable for adding, removing, and resolving network and local printers.

Responsible for providing blackberry requests for new users and resetting passwords.

Create, respond, and escalate tickets as obligatory to the proper support groups. Document each ticket with troubleshooting credentials that explains the predicament, the troubleshooting steps taken on the problem and the status or resolution to the problem.

Troubleshoot Web VPN issues to offsite users.

Follow set policies and measures when assisting clients to ensure proper handling of requests.

Assist in new hire training to ensure successful integration into the team.

Maintain a professional attitude and provide excellent customer service at all times, to include maintaining a good work ethic and assisting other analysts when needed. Desktop Support Technician May 2005 to January

2007 NMSC Inc (Network Management Systems Consultants) Reston, VA

Provided desktop and remote support for 500 users.

Resolved all clients’ hardware and software issues.

Used Remedy as a ticketing system; generated 50 tickets and resolved over 95% on a daily basis.

Deliberate and managed the upgrade of 100 workstations.

Troubleshoot network connectivity, network printing and user rights issues.

Planned, developed, and led interactive skill-building software training classes for clients and personnel.

Provided software training on an individual and small group basis within a conference room setting.

Played a key role in ensuring a skillful workforce and drastically reducing system downtime.

Re-imaged, data transferred, and patched network ports to provide clients with network connectivity.

Performed testing to isolate circuit faults for both T1 and T3 circuits

Maintained service logs for all the different network faults Education

Northern Virginia Community College Fall 2010

Associates Degree Business Administration

University of Phoenix Fall 2014

Bachelors Computer Science/Cyber Security

Skills Project Management, IT Strategy, Business Development, Consulting, Management, Information technology, Leadership, Business Process, Business Strategy, SaaS, Servers, Networking, Firewalls, VMWareESX, Network Administration, Integration, Visualization, Storage, Troubleshooting, DNS, Disaster Recovery, Office 365, AWS, OneDrive, Dropbox, Exchange, Migrations.

Protocols HTTP, HTTPS, Telnet, SMTP, POP3, IMAP, IMAPS, DNS, RDP, VNC, NTP, PING, SIP, SSH, FTP, ATM, Frame Relay, Ethernet, OSI Model, DSN, DHCP.ARP Certifications • A+, Network +, Security +

• Microsoft Certified IT Professional Enterprise -MCITP

[70-642, 70-643,70-640,70-647,70-680], MCTS [70-663, 70-336]

• ITIL

• HIT

• CCNA

• Symantec Backup Exec Technical Assessment [

Summary

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