Support Specialist Operations Manager
Resume:
Stephen J. Hartin
**********@*****.***
CAREER SUMMARY
Experienced AV/IT Operations Manager adept at overseeing all operational facets, from recruitment and training to event execution and facility maintenance. Skilled in budgeting, payroll, and vendor coordination. Known for effective leadership, communication, and community engagement. Proficient in Workday and Microsoft Office. Committed to ensuring guest and employee satisfaction while upholding industry standards and safety protocols.
BUSINESS AND TECHNICAL SKILLS
Certified IT Project Plus
Certified IT Network Administrator
Certified Audio-Visual Engineer
Certified Change Management
Certified Technical Customer Support
Completed all Cisco CCNA Courses
Completed All PMP - Project Management Professional Courses
Over 2 decades of proven experience in New Technologies, Service Delivery.
Business Process Strategy.
Diagnose, Design, Testing, Support Implementation, and decom structures.
ITIL, ServiceNow, CMDB, ITSM.
Azure, Sharepoint, Smartsheets, Jamf, Intune, Zscaler, ISIM, Cisco.
All Audio Visual, Digital Signage, IT Unified Communications, SCCM, Production, etc.
All Cabling, Media, Fiber, Wireless, LAN, WAN, NOC, Satellite experience.
PROFESSIONAL EXPERIENCE
EXECUTIVE SUPPORT \ SERVICE DELIVERY July 2017 to Present
Retail Business Solutions\Ahold Delhaize, Quincy, Massachusetts
Provided IT and project support for all brand’s Executive Vice Presidents and above in a high level, multi-brand, client-facing capacity. Included all AV \ IT, mobile device, PC, MAC, Applications, BYOD, Network, Digital Events, Unified Communications and Vendor Technical Management.
Acted as Support Engineer key contact, testing systems with a focus on creating and driving new, proven initiatives, guiding teams for full interactive expectations and deliverables.
Interfaced with the Global Solutions Team to define and maintain systems. Tested, upgraded, and integrated hardware, software, and application solutions. Optimized all system functionalities and lead teams on projects. Created and updated all technical documentation.
Defined and created business processes and support documentation. Trained and instructed users and technicians on best strategies for AV, Digital Signage, IT, Media Production, meeting spaces.
AV \ IT SR. PROJECT MANAGER \ CONTRACTOR April 2017 to June 2017
Pegasystems Inc. Cambridge, Massachusetts
Responsible for internal Unified Communications project kickoff and network bandwidth strategies.
Steered technical and business leaders as well as vendors, stakeholders, network admins, and engineers to streamline communications data projects and leverage business systems.
Improved process initiatives for technical enhancements of load balancing, applications integrations.
TECHNOLOGIES USED: PC\Mac, Cisco, Microsoft, HP, Dell, MS Teams, Logitech, Polycom, ITIL, etc.
IT PROJECT COORDINATOR Feb 2016 to Nov 2016
Wells Fargo Boston, Massachusetts
Main local contact for $6.5 million Building Consolidation Project Buildout involving installing new MDF and IDF rooms to support up to 700+ users. Project Managed 4 local Boston offices and entire Trade Floor into one, new location while supporting all internal technical department needs.
Managed General Contractor and vendors. Worked with minimum supervision and seamlessly resolved all issues through to full move in date.
Re-wired Out of Scope solutions, connecting new Trading Floor to switches.
Provided service delivery leadership communications for multiple teams and customer initiatives.
TECHNOLOGIES USED: Cisco, ServiceNow, AV\IT, Trader Floor connectivity, Telepresence, Polycom, Lenel, Sharepoint, LAN, WAN, WIFI, VoIP, Unified Communications, WebEx, mobile devices, Satellite.
SR. BUSINESS PROCESS LEAD Jan 2015 to Feb 2016
EnerNOC Boston, Massachusetts
Proactively reached out and acquired 3rd party subcontractors to remotely upgrade distant office’s Video Conference rooms and their networking in multiple remote locations. Acted as WebEx Admin. Introduced and managed Unified Communications in local and remote offices.
Project Managed all technical portions of the 2015 EnergySmart Conference consecutively in both the Philadelphia Convention Center and Marriott Hotel Executive Lounges with 1000+ participants while also planning and managing the Board of Trustees Q&A session with a live NASDAQ broadcast interview and recording.
Coordinated all assets, software, stakeholders, and support crews for successful conference.
TECHNOLOGIES USED: PC\MAC, Sharepoint, ServiceNow, mobile devices, Cisco, WebEx, Jabber, (NOC)Network Operations Center, Telepresence, TCP\IP, mobile devices, Knowledgebase, more.
SR. AV \ IT TECHNICAL ANALYST IV Nov 2013 to Jan 2015
Wellington Management Boston, Massachusetts
Maintained multiple production control rooms, NOC, conference rooms and critical broadcasting and recording equipment for client with 100% uptime to generate global investment results. Conducted and schedule repairs, managed vendors, procurement, and communicate status on equipment.
Used Business Process Management (BPM) techniques to support offices in 12 countries worldwide. Managed offshore customer support in multiple countries for critical care and root cause analysis.
Onsite support for Live Events Production and 24\7 support for Global on-call status.
TECHNOLOGIES USED: Cisco, Sharepoint, ServiceNow, CMDB, TMS, Mobil devices, Vidyo, Harris, Barco, Video Wall, Cisco, Polycom, MS Lync, PC\MAC, TCP\IP, CMS, more.
SALES ENGINEER \ SENIOR AV TECHNICAL ANALYST Feb 2012 to Nov 2013
Red Thread Spaces Wilmington, Massachusetts
Designed, built, and maintained the new AV test lab which driving new sales and quality control initiatives and audio, video, digital signage, and unified communications.
Support Engineer and Technical Writer, translating requirements to and from key client stakeholders, engineering, project managers, and senior management creating and communicating Job Breakdown Requests and Change Management Procedures.
Main contact in between Sales, Support and Training for customers such as BiogenIdec, Novartis, CDM Smith, Northeastern University, Boston Scientific, etc.) for integrations, upgrades, and training.
Partnered with project managers, sales group, field techs and direct clients to assist manufacturing and technical installations and communications integrations. Engineered work arounds, integrations, and upgrades for customer installations and hardware\integrations.
TECHNOLOGIES USED: PC\MAC, Extron, Cisco, Telepresence, Telecom, MS Lync, InfoComm, Citrix, VMWare, Okta, Mobile Devices, Polycom, Crestron, Toolbox, Extron, Smartboard, Digital Signage, TRMS, Putty, TightVNC, Polyvision, Polycom, Smart Board, MediaScape, Audio, more.
IT MANAGER Tewksbury, Massachusetts Feb 2011 to Feb 2012
Raytheon Corporation, Integrated Defense Systems (Contract Role)
Managed new Audio and Video Technology Solutions Teams in 8 east coast locations to successfully roll into (IDS) Integrated Defense Systems for Helpdesk and Network Support modules.
Wrote and distributed Raytheon Corp’s Integrated Defense Systems Guest Wireless Login SOP’s.
Wrote and distributed pro-active weekly conference room hardware and system checks.
Project coordinated the new nightly Integrated Defense Systems Automatic Disaster Recovery and PC backup implementation for the entire population exceedingly over 50,000 end users.
Managed support and performed Quality Assurance for Technisource, CSC, and Raytheon personnel for all conference room, video, audio, AV, Unified Communications.
Re-wrote Service Level Agreements and Standard Operating Procedures.
TECHNOLOGIES USED: PC\MAC\Tablet, BMC Remedy, PC\MAC, Extron, Crestron, Cisco, Polycom, CNario & YCD digital signage, MediaScape.
FOUNDER June 2003 to Feb 2011
Video Security and Data Experts Inc. Milton, Massachusetts
Provided custom creative, innovative designs, installations, and integrations for medium to large business owners; schools, NOAA.gov, healthcare, airports, etc., network requirements.
Supplied and supported all forms of networking solutions for A\V, IT, Video Conferencing, Digital Signage, POS integration, CCTV, telecom, webcasting, data center, NOC support, Manufacturing, head end, AR\VR, and storage services.
Owned and created all phases of sales, design, installations, integrations, billing, and support. Hired and managed all resources, vendors, budgets, 3rd Party, subcontractors, and engineers.
Worked with local municipalities and police stations testifying in court for secured recorded video when necessary.
Customers include: NOAA.gov, Marshfield Police, Stellwagon Bank, Norwood Cadilac, Logan Airport, Boston Volvo, Langham Hotel, Marshfield Municipal Airport, Franklin Park Zoo, Etc.
TECHNOLOGIES USED: PC\MAC, mobile device, Cisco, entrepreneurial skills with a wide range of technical products and services supporting creative implementations and integrations.
SR. BUSINESS TECHNOLOGY LIAISON Dec 1998 to Jun 2003
PricewaterhouseCoopers LLC Boston, Massachusetts
Acted as 4th Tier Helpdesk Support and 1st level Network Admin managing three 4-6 person teams throughout 7 Northeast cities, supporting over 5,000 end users for all technical needs and requests. Created SOP’s.
Earned 4 promotions in 5 years and received praise from Senior Partners, Directors and Leaders. Newly appointed as Northeast IT Quality Assurance Specialist.
Solely responsible for seven local internal department's support needs, including Infrastructure Group, Communications and Visual Communications Network, Ethics, etc. Worked with C-Level personnel to meet their technical needs.
Re-structured Boston PwC's Visual Communications Network adding the department onto the main network, streamlining production, and allowing for faster sales and marketing campaigns, creating much extra revenue.
Helped establish Boston PwC office as premier technical implementation office with the highest support ratings in the country.
Added extra revenue with a new `Premium Service’ for ‘Out of Scope’ technical request.
EDUCATION
Northeastern University, Boston, MA
3.8 GPA in Management Information Systems. Concentration on Wireless, Local \ Wide Area Networking, and new Innovations.
American Management Association, Boston, MA
Completed all Project Management Professional courses towards (PMP) certification.
New Horizons, Quincy, MA
Completed IT Project Plus Certification.
Boston University, Boston, MA
Change Management Certification.
Global Knowledge, Billerica, MA
Completed all Cisco CCNA courses towards certification.
Ahold Delhaize, LinkedIn Learning 2021
Completed courses in:
-ITIL
-Business Process Management
-Putting ITIL into Practice
-Business Leadership
-Managing IT Professionals
-Microsoft Teams
-VoIP and Unified Communications
-Stepping up to Leadership
-Business Process Improvement
-Executive Leadership
-Influencing others
-Solving Business Problems
-Adobe Creative Cloud.
-PMP Courses (ongoing)
-Managing Technical Professionals
-many more.
AWARDS AND RECOGNITIONS
5-Time iStar Awards recipient within 2-year period. Ahold, Delhaize, Quincy, MA.
Technical Producer of the 2015 EnergySmart National Convention with simultaneous NASDAQ public broadcast of their Board of Trustees Q&A session. Philadelphia Marriott and Convention Center - Earned high praise from EnerNOC, Senior Executives and Board of Trustees, Marriott technical crew, and NASDAQ Production Management.
Designed and created Red Thread Spaces new AV Lab, Wilmington, MA.
Assisted setup of creative new technologies in BiogenIdec Innovations iLab, Weston, MA.
LegalZoom - Entrepreneurial Spotlight 2005. Designed systems and saved lives with creative technical integrations.
Appointed to new IT Quality Assurance Group, 2000. Boston, PricewaterhouseCoopers LLP.
Produced PricewaterhouseCoopers First-ever Live Webcast.
Re-structured Boston PricewaterhouseCoopers Visual Communications Network.
Wrote and distributed Raytheon, Department of Defense Guest Wireless Connectivity Standard Operating Procedures.
Sold a $1,000,000. Tele-trade while supporting the Sunlife of Canada to MFS by addressing the customers concerns on a wrong number call.
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