EDUCATION

Southern New Hampshire University Graduate Program Manchester, NH

Masters of Science in Information Technology Internet Security GPA: 3.97

Southern New Hampshire University Manchester, NH

Bachelor’s of Science in Information Technology GPA: 3.3

Minor, Finance

Adjunct College Professor for Networking and Web Design classes at Long Island Business Institute.

Completed Project Management Professional Training course, Exam Expected May 2017.

Azure and AWS Cloud computing training, 2016.

Proctored and administered PSAT, SAT, ACT tests for perspective college students.

HDI Desktop Technician Certification 2014.

ITIL v3 Training/Certification.

Delta Mu Delta Honor Society-2015.

Managing Apple devices in the enterprise infrastructure training 2015, 2016.

Mac OS X training 10.10 completed 2015..

Exceptional Customer Service Award-2014, 2015, 2016.

EXPERIENCE

The Clearing House New York, NY

Senior Systems Specialist, July 2016 – Present

Provide Senior Level, Executive white glove support and Legal Association support for enterprise infrastructure clientele for Windows 7/10 and mobility environment for incidents/requests/tasks and training utilizing technologies.

Manage Queue operations through ITSM mobile device management, infrastructure configurations, networking, and peripherals.

Provide Residential Support onsite and in remote locations for Executive Board members, CIO, CEO, President, and CFO.

Managed and support services, and optimized solutions Exchange messaging services 2010/2013/2016/Office 365, for 1,000 clients.

Administration support for backup/restores, message routing, Symantec enterprise vault, Disaster recovery contingency plans, provide support through sonic wall for spam management, and network security levels, and reporting to upper management.

Manage administration for Blackberry Enterprise Server 5.X/10 and (piloting Bes 12) (EMM) & Mobile Iron (MDM) for 2,000 iOS, Android devices through CYOD and BYOD mobile management policies.

Design and manage MDM policies, roadmaps, schedule for new improvements, maintenance/monitoring in the EMM infrastructure.

Provide and manage 24x7 on call support for all infrastructure support, desktop Exchange, and mobile enterprise solution support.

Provide testing for MDM solution alternatives Good, Air watch and Intune for enterprise solution and app containership distribution.

Manage support security encryption through Desktop and mobile communications through RSA and other applications.

Responsible for creating technical documentation and best practices for enterprise infrastructures and MDM solutions.

Create POC and Hardening guides for Lync, Skype for business, Cisco Jammer, BYOD, Containerization, alternative MDM Solutions.

Project manage schedules for rollouts to large scaled applications, system upgrades and patches in the environment.

Manage MAM deployments and POC for internal applications testing, for specific business applications.

Working knowledge and administration for RSA Archer eGRC documents for Governance, Risk, and Compliance tools.

Experience coordinating, evaluating and executing risk assessments on operating systems, applications, networks, and devices.

Provide security administration and metrics reporting utilizing Websense, carbon Black and Secunia in the infrastructure.

Installed and configure Sentry servers and Exchange servers, responsible for coordinating data center and NOC migration.

Manage the technical operations for senior clientele for high-level bank meetings, Board meetings, and Chips & Payco Meetings.

Manage asset inventory coordination for enterprise devices within the infrastructure, for all onboarding and off boarding processes.

Manage and coordinate On-call rotation support, team trainings for internal and external resources for team skills development.

Evaluate employee’s performances reviews, delegating projects and manage resources to complete tasks on schedule.

Report weekly and monthly metrics to senior leadership for agreed upon SLA and OLA within the operating enterprise infrastructure.

Oversee responsibilities and meet agreed upon ticket SLA’s and OLA’s for the service desk operation.

Administer reporting and managed Patching, certificates, software packaging and reporting through SCCM, Secunia and WSUS.

Provide support through Exchange console, Sonic wall, Cisco AnyConnect, WebEx, blue jeans, and Bit locker recovery operations.

Maintain and manage corporate file servers, San, Nas – Troubleshooting, Storage management, Permissions, Network Shares.

Modified, Managed Permissions and Maintained Active Directory Accounts and Group Policies.

Manage, support and implement Cisco IP Phones, Polycom systems for all employees and modular messaging services.

Provide administration and Support for synergy, Control Max, Fedline advantage, and Web enabler Clear Path MCP.

Manage vendor relationships and contracts with AT&T, Dell, Mobile Iron, IBM, Verizon, Apple, Samsung, Cisco, and Adobe. Coordinate the distribution of software licensing through CDW.

New York Life Insurance New York, NY

Senior Executive/Mobility Support, February 2013 – July 2016

Provide C-Level executive, White Glove Support for desktop/remote clientele for Mac OS X/Windows 7/8/10 and mobility for incidents/requests/trainings surrounding desktop computers configurations, networking, peripherals. Provided 24x7 on call support.

Provide extensive support for Executive cabinet members and Office of government fairs for all mobility support operations.

Managed and support services, and optimized solutions MS Exchange messaging services 2010/2013/Office 365, for 10,000 clients.

Manage Blackberry Enterprise Server 5.X/10 (EMM) and Mobile Iron (MDM) for 10,000 clients including iPhone/iPad, Surface Tablets, Android, and Blackberry Devices for messaging services and Lotus Domino and Exchange for Calendaring, email, contacts.

Manage and oversee responsibilities to agreed upon ticket SLA’s and OLA’s for the service desk operation.

Project managed and coordinated large scale rollouts of iOS devices, for over 6,000 devices nationwide.

Managed and Supported iOS device functionality, application utilization and maneuvering for thousands of employee devices.

Created/Modified process improvements for desktop, mobility and Microsoft Exchange best practices in the environment.

Managed Mailbox cleanup initiatives, maintenance, mailbox restores, and configurations for new and existing mailboxes.

Lead and manage large-scale Exchange rollouts, providing onsite training for best practices and utilization in workplace.

Lead large-scale workshops on mobility device integration in the workplace and alternative usage functionality.

Provided updates for weekly messaging meetings, and service escalations surrounding messaging, mobility and desktop support.

Created and implemented new process improvement policies for on boarding and Off Boarding Desktop/Mobile asset operations.

Monitor, Record and Resolve incidents and assets in Service Now and Remedy Ticketing System.

Manage desktop updates and mobility inventory asset tracking through Remedy and Service Now for asset management.

Managed & Establish Vendor relationships contracts with MDM Solutions, Samsung, Apple, Mobile carriers, and CompuCom.

Troubleshoot and diagnose client networking, TCP/IP, LAN/WAN, Wireless, VPN, F5 issues internally and in remote locations.

Supported and provided administration to Windows/Mac OS X exchange and lotus notes domino mail clients.

Provide Active Directory Management, Administration services and group policy settings for 10,000 clients.

Coordinate and implemented procurement policies for BYOD financials, service chargeback’s and operation utilization.

Manage/support BYOD & CYOD with Mobile Iron (MDM) policy configurations and mobile application deployments (MAM).

Supported and managed end user Salesforce forecasting with CRM integration for our National sales desk and insurance agency.

Managed decision making according to established guidelines, creating and implementing new standards, policies and procedures.

Provided administration services and support for email archiving, cyber ark, and Symantec enterprise vault.

Manage and provide monthly ticket volume, usage, budget, and utilization reports of our desktop and mobility infrastructures.

Project Managed scaled Windows 7 rollouts, Office 365 migrations and iOS/ (MAM) Deployments utilizing SharePoint & MS Project.

Provide product lifecycle management for core mobility infrastructure plans and future road map developments.

Working knowledge supporting administration for Microsoft Lync, Exchange mail routing protocols (SMTP) and email configurations.

Created policies and procedures for System setups, device configuration, deployment and disposal and security protocols.

Managed and Piloted alternative MDM solutions for future alternatives, Air watch, and MaaS360 in production environments.

Experience working with Apple DEP, Apple Configurator, Apple VPP, MS Lync, VDI and Citrix and Box Tone.

Managed and Supported Cloud applications such as Box, Carbonite, Mozy, and AWS & Software distribution using Altiris, SCCM.

Supporting and configure AV meetings through Webex, Blue Jeans, Skype for business, Cisco IP/VOIP, Polycoms, and Smart TV’s.

Long Island Business Institute New York, NY

Adjunct Professor of Information Technology, December 2015 – June 2016

Taught classes in Technology principles and web design HTML, CSS. Develop lesson plans, tests, and prepare course outline.

Develop lesson plans, construct tests, and prepare course outline for course classes.

Evaluate students based on grade assignments, effort, class work, and exams.

Work with student’s one-on-one, group sessions, providing understanding of course materials.

Motivate Students through examples in a creative direction and provide them assistance with areas of difficulty.

Coach, Inc. New York, NY

Telecom Technician, December 2011 – October 2012

Supported operations for Telecommunication services for 5,000 clients.

Managed, Supported Blackberry Enterprise Server 5.X and Mobile Iron 2,000 iOS and Android, and Blackberry devices.

Installed and Supported operations for Voice and Data transmissions using Avaya PBX technologies.

Coordinated and Establish Vendor relationship meetings for business contracts.

Project Managed Mobile Communication product rollouts for hundreds of North America Retail locations.

Supported Executive Senior Associates for all desktop/mobile/telephony issues. Provided 24x7 rotational on call support.

Provided Administration services for Microsoft Active Directory 2003, 2008.

Fidelity Investments Marlborough, MA

Associate Systems Engineer, July 2010 – December 2011

Supported Microsoft Exchange messaging services for End User Computing for 40,000 employees.

Managed and provided trader floor support for hundreds of clients surrounding desktop and messaging issues.

Preformed administered services for Exchange 2000/2007/2010 for Email Services. Provided 24x7 on call rotational Support.

Performed large-scale Exchange mailbox Migrations from 2000 to 2007 Exchange Servers.

Managed and configure Microsoft Exchange Mailboxes, backups and disaster recovery.

Managed, configured and supported 15,000 mobile device clients across Mobile iron, Airwatch, Good Tech and blackberry enterprise server for iOS, Android, Blackberry, and Microsoft Windows phones. Supported Mobile Phones through Active-sync,

Modified, Managed Permissions and Maintained Active Directory Accounts and Group Policies.

Recorded and tracked incidents, complaints, progress and resolution through HP Service Desk

Provided Support and deployment for Sales force and Bloomberg applications.

SKILLS

Microsoft Office application Project-Visio, Microsoft Exchange Servers 2007/2010, Office 365, Skype for business, Lync, Cisco Jabber, SCCM, Windows XP/Vista/7/8/10, RSA Soft tokens, PBX, Modular Messaging, Cisco/Avaya/Nortel Phone systems, Installing Cisco IP & Digital phones, CS1000, BMC Service Desk, HP Service Center, Citrix, Email Archiving, Symantec Enterprise Vault, Symantec Endpoint, Symantec Backup Exec, Good Server, Air Watch, Mas360, Dameware, Remote assist, Fax Mail, Right Fax, Illustrator, Adobe Products, Iron port, Web Conferencing, WebEx, SharePoint Altiris, Blue jeans, GoTo Meeting, Asentinel Mobility Management, Tango, EMAS, Blackboard.

Basic Programming Knowledge, HTML, CSS, Python, Perl, Visual Basic, Powershell.

Basic Spanish Language skills: Speaking, Reading, and Writing.

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