Patrick F. Thompson

973-***-**** ad1z43@r.postjobfree.com

TECHNICAL LEAD \ APPLICATION ENGINEER\ HANDYMAN

IT Management

Application Engineering

Windows Server Administration

An initiative taking Big Four IT Infrastructure Professional with a verifiable record of accomplishment, spanning 20 years including, network administration, project management, Active Directory administration, messaging, Windows server setup, and other skills. I am a highly creative, recognized as a purposeful individual. Also known to have excellent troubleshooting and client liaison skills.

Technical proficiencies include:

Hardware

HP servers & Dell Servers, IBM PC, IBM ThinkPad, Compaq Workstation, Compaq Laptops, Toshiba Laptops, Dell Desktop/Laptops, Palms, Pocket PCs, Docking stations, Zip Drives, Hewlett Packard, Lexmark, and Xerox Printers. Components including hard drives and memory, components that support video, networking, and multimedia capability as well as peripheral devices such as CD-ROM, SCSI devices, Cisco routers and switches

Software

VMware, Microsoft Office 2003 thru and including 2012, Lotus Notes, Domino, VPN, NetMeeting, PC Anywhere, Internet Explorer, Chrome, Firefox, Netscape, Remedy, ServiceNow, Norton Antivirus Corp Edition, Outlook, Share Point, Wise Installers, Blue Prism, Automation Anywhere, Azure/Cloud, Split.IO, MS Teams, App Dynamics, App InSight MS Edge, ServiceNow

Operating Systems

Windows 2000 thru 2019 Server, Microsoft Vista, Windows XP Professional, Windows 2000

PROFESSIONAL EXPERIENCE

Leaf Filter 5/1/23 - Present

Technical Support

Install new filters.

Fix any issues the customer reports.

Fix any problems with new installations.

Provide weekly status reports.

Provide weekly financial reports and bank deposits.

USA Homes LLC March 2021 – Present

Partner – Contractor

Install new computers, setup networks, and any other computer components.

Install new septic systems Wi-Fi components for the customer to know when the light needs to be replaced that kills bacteria.

Setup smart home devices. (Thermostats, security devices, lighting systems, water controls)

Install home entertainment systems. (TVs, sound systems, projectors)

Appliance repair.

October 2015- May 2020

Ernst & Young LLP, Secaucus NJ

Assistant Director – L3 DevOps U.S. Production Support Services

Provide firsthand support of all new tax applications added to the US tax portfolio. This would consist of all Azure Platform tax applications in the US. Also, the Robotics setup for Automation Anywhere or Blue Prism and any other innovative technology that is decided to be utilized for a tax application.

Migrate all existing tax applications into Azure/Cloud.

Responsible for the installation of new applications coming into the tax portfolio be setup in Azure/Cloud.

Responsible for the setup of Azure/Cloud monitoring for all applications in the cloud space.

Manage security audits to ensure all global vulnerabilities are being addressed and exception requests are fully vetted and approved.

Manage ticket Q in ServiceNow to ensure all SLAs are met.

Responsible for deploying application code through CI/CD pipelines for the applications in Azure/Cloud space.

Manage all full-time employees on the team as well as contractors. When it came to contractors, we have a 5-year contract with TCS and I would ensure they delivered on the commitments of the contract.

Manage the performance management process for full time employees. This would involve setting goals, mid-year reviews, and then the final year-end review.

Manage all Split.IO administration for US Tax applications.

Responsible for process improvement on how the team operates. Such as implementing a renewal process for SSL certificates and AD application accounts.

Oversees the delivery of technical support, supervision of the IT operations team, and ensures that end users receive prompt, courteous and knowledgeable assistance.

Manage the team’s ticket Que in ServiceNow to ensure the team is addressing tickets based on our SLA/OLAs. Responsible for the setup of monitoring of all Azure/Cloud based applications. monitoring of all

Manage security audits to ensure all global vulnerabilities are being addressed and exception requests are fully vetted and approved.

Ernst & Young LLP, Secaucus NJ

June 2013-October 2015

Technical Lead – Americas Production Support Services

Provide level 3 Production/Staging/UAT/QA application support for the Tax Americas user community. Install new applications as well as update existing applications.

Configure servers from the OS up based on the client’s requirement. Configure IIS, Windows Services, NAS, Web Sphere, SharePoint, and Citrix are a few of the technologies we would configure on a regular basis for the client.

Currently managing a team of ten. The majority are full-time and about half would be contractors.

Manage contractor’s time and provide performance reviews to Hexaware.

Manage the performance management process for full time employees. This would involve setting goals, mid-year reviews, and then the final year-end review.

Responsible for process improvement on how the team operates. Such as implementing a renewal process for SSL certificates and AD application accounts.

Manage the team’s ticket Que in ServiceNow to ensure the team is addressing tickets based on our SLA/OLAs.

Coach team members and assist them meet goals set in the beginning of the fiscal year.

Responsible for resource assignment on new and existing projects.

Review budget and timesheets to make sure we are operating within our budget.

Manage security audits to ensure all global vulnerabilities are being addressed and exception requests are fully vetted and approved.

Ensure all our applications are being monitored by the monitoring team via HPOO.

Audit our support procedures to ensure our support models are accurate and being followed properly.

Maintain our SharePoint knowledge base to ensure all our processes and installations are documented properly.

Ernst & Young LLP, Secaucus NJ

January 2012- June 2013

Technical Lead – Global Enterprise Applications Management Support

Provide level 3 Production/Production-1/UAT/QA application support for the Tax Americas user community. Install new applications as well as update existing applications.

Managed a global team that peaked at 25 people. They were in the Germany, India, Argentina, Prague, and United Kingdom offices.

Managed staffing schedules to provide production support 24x5 for the EMEIA and Americas region.

Configure servers from the OS up based on the client’s requirement. Configure IIS, Windows Services, NAS, Web Sphere, SharePoint, and Citrix are a few of the technologies we would configure on a regular basis for the client.

Manage contractor’s time and provide performance reviews to Hexaware.

Manage the performance management process for full time employees. This would involve setting goals, mid-year reviews, and then the final year-end review.

Responsible for process improvement on how the team operates. Such as implementing a renewal process for SSL certificates and AD application accounts.

Manage the team’s ticket Que in ServiceNow to ensure the team is addressing tickets based on our SLA/OLAs.

Coach team members and assist them meet goals set in the beginning of the fiscal year.

Responsible for resource assignment on new and existing projects.

Review budget and timesheets to make sure we are operating within our budget.

Manage security audits to ensure all global vulnerabilities are being addressed and exception requests are fully vetted and approved.

Ensure all our applications are being monitored by the monitoring team via HPOO.

Audit our support procedure to ensure our support models are accurate and being followed properly.

Maintain our SharePoint knowledge base to ensure all our processes and installations are documented properly.

Thomson Reuters, Nutley New jersey

Support/implementation Engineer January 2011 to January 2012

Provide 2nd and 3rd level application incident support for financial, news and trading software. (WebSphere, IIS, clustering, etc.).

Process changes requests: software updates/patches, process job requests, software deployments via TPM –Tivoli Provisioning Manager.

Manage the turnover process to Singapore and India; chair the conference call; and monitor the incident Que.

Manage virtualization project of a trading application. Build and migrate applications onto blades.

Create/run test scripts to ensure the application or environment was deployed properly and is stable.

Performing as the SME (Subject Matter Expert) for the Common Platform Time Series pillar, for PPE and PROD.

Perform application support using the following tools: HP Service Manager, HPOO, WebTop, mRemote, ILO, Putty, WinScp, Soap and Fiddler.

Perform software deployments and launch jobs using TPM –Tivoli Provisioning Manager.

Create, modify, and update all knowledge and technical documents so that they remain accurate and up to date.

Manage the House Keeping process daily. The housekeeping process is archiving the real time market data from the prior day into the system. IBM Maestro job scheduler is used to manage the process.

Ernst & Young, LLP, Lyndhurst, New Jersey

Infrastructure Engineer / Team Lead September 2005 to December 2009

Data Center Operations

Monitored and maintained multiple groupware hardware platforms supporting the firm's 140 country complex global infrastructure environment consisting of 135K client’s machines in 3,500 office locations.

Managed and tracked progress of incident investigation and resolution within the Remedy tool.

Monitored Remedy and processed tickets; accordingly, took ownership of the request/problem until it was resolved or escalated; kept the client informed throughout the process; and followed-up with clients to ensure satisfaction, while utilizing ITIL framework.

Managed the product support procedures documents to ensure the proper escalation paths were in place and troubleshooting documents were current.

Managed all Tier 1 staff to ensure the phones, incidents and monitoring devices were being addressed in a timely manner.

Approved Change Requests relating to our support procedures and documentation.

Created reports on our vendor-managed products to ensure they were within SLA.

Managed the shift turnover calls to ensure all incidents and open items are being addressed.

Managed/Mentored our outsourced team in India to ensure the service being provided is seamless to the customer.

Reviewed and approved timely notifications to management and customers about impact to services. Notifications were intended to effectively manage expectations of outage durations and time to resolution.

Acted as the contact point for all critical and high incidents during the shift so that all questions and inquiries are addressed properly.

Ensured my team has completed the Performance Management process. Provided input to management concerning individual performance reviews.

Examined existing processes and procedures to ensure the integrity of all infrastructure systems; and that performance and administration procedures were followed.

Windows 2000 / 2003 Active Directory administration. Troubleshot DNS and DHCP on both back end and client machines.

Troubleshot Active Directory replication and account administration issues on a global level.

Maintained 3000 Dell and HP servers in our main Global Data Center as well as support five other Global Data Centers statically located across the world.

Implemented changes such as replacing memory, hard drives power supplies and racking servers.

Performed server rebuilds and restores as required to resolve impact to service.

Provided first and second tier support for infrastructure hardware, operating systems, and software platforms at the local infrastructure hub.

Configured and built applications, mail, web, and special project servers; and identified hardware, operating system, software, and procedural problems.

Monitored performance and utilization; and scheduled coverage for all specialized operational functions such as system management, backup, archiving, and restoration of critical data. Developed recovery procedures in the event of a unit or catastrophic failure.

Designed and refined an automated enterprise-wide data backup and restoration strategy in accordance with business unit requirements.

Monitored, troubleshot, and resolved Veritas backup failures.

Maintained and updated the infrastructure system integration and operational support document.

Provided technical support to the client on all new Client Server systems sub sequent to production.

Provided timely telephone support and performed technical troubleshooting of the hosted infrastructure for customers experiencing degradations or outages of service.

Troubleshot and repaired EY applications, infrastructure hardware components and operating systems that were impacting the delivery of service to the firm (WebSphere, IIS, web server clustering).

Actively monitored the global and local WAN and LAN networks using monitoring tools such as SMARTS, HP Open View, and WhatsUp Gold.

Engaged and managed third party vendors such as Cisco ROS, Fidelus, Vanco, Aventail and Megapath; managed incident and problem cases from creation to resolution.

Provided Level 4 support for Blackberry issues, configurations on the device and back-end issues on the server. On occasion, worked with RIM to resolve complex issues affecting thousands of users. Collected logs and sent them to RIM; then performed recommendations from them on the back-end servers.

Performed troubleshooting to isolate and diagnose the client’s application issues. Tracked problem resolution while utilizing ITIL framework.

Responsible for all UNIX and Windows Server components generating events in HP OpenView.

Monitored Smart alarms and performed basic network troubleshooting for GWAN/WAN, IVPN outages.

Applied monthly security patches to all Windows and Lotus Notes servers.

Assumed management role when needed. Provided daily reports and status updates on critical issues.

Monitored and resolved Lotus Notes email buildup, replication, and database access issues.

Provided process and technical knowledge to our co-sourcing team in India and our EMEA and APAC region counter parts.

Information Security Analyst II July 2003 to September 2005

Maintained the Directory Services request database. Processed group creation/modification/deletion requests, Lotus Notes recertification requests, SecurID server updates, and new Application ID requests.

Monitored, evaluated, and maintained systems and procedures to protect data systems from unauthorized users.

Audited firewall, remote access, and Central ID Storage for accuracy and to protect data systems from unauthorized users. Also provided weekly status reports concerning the audits.

Provided technical expertise and support to clients, management, and its staff members in risk assessments and the implementation of appropriate data security procedures and products.

Compiled weekly/monthly metrics reports of the team’s daily tasks.

Provided account administration/technical assistance with remote access (Ace, VPN, Fiberlink, Blackberry, Remedy, and EYMobileFax).

Performed Active Directory account administration (Creations/Modifications/Deletions).

Application Support II / Team Lead June 2002 to July 2003

Provided second level support for internal and external clients on over 30 applications, they include: ECF, EY Organizer, CM, EY Gems, EY Capture and TaxDriver.

SME for the following products: CMS, TRACS, GOSystems and FAS.

Researched and updated knowledgebase daily and report findings to management.

Trained support staff on new software releases.

Managed Help Desk voice mail system, making daily changes and adding updates as needed.

Part of a team that resolved an average of 125 incidents per day and maintained a customer satisfaction rate of 98%.

Managed the Queue database to ensure that all SLA’s were met.

Worked on an as-needed basis with the Certification team (CD&D) to certify installers.

Created new application installation using Wise software.

Rewaved and configured PC loadsets for testing certified installers.

Application support/ Help Desk Analyst I August 2000 to June 2002

Managed the Queue database to ensure that all SLA’s were met.

Provided second level support for internal and external clients on over 30 applications including ECF, EY Organizer, CMS, EY Gems, EY Capture and TaxDriver.

Part of a team that resolved an average of 125 incidents per day and maintained a customer satisfaction rating of 98%.

EDUCATION & CREDENTIALS

The Chubb Institute, 2000

Diploma, Computer Technical Support

Avtech, 2007

Cisco CCNA Course

Cisco CCNP Course

ITIL Foundations

STI Knowledge, 2000

Certified Help Desk Professional

Morris County College, 1997 to 1998

Worked toward degree in Liberal Arts

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