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Service Support

East Greenbush, NY
October 19, 2019

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Qualifications Summary: Senior-level Information Technology (IT) manager with extensive experience in leading technical support staff in the maintenance of computer and telecommunications systems. Demonstrated expertise in development and documentation of integrated hardware and software solutions that meet performance, usability, scalability, and security objectives. Solid troubleshooting skills with proven success in bridging technology and business solutions through reasoned application of information technology through 24 x 7 access. Exceptional interpersonal skills, adept at providing effective end user support, and communicating complex technical information to both internal and external stakeholders at all levels. Areas of strength include:


Trouble Ticket Resolution

24 x 7 On-Call Support

Infrastructure Services Support

Network Configuration Management

Continuous Service Improvement

Security Administration

Root Cause Identification

Disaster Recovery (DR)

Professional Experience

Empire Education Corporation Albany, NY 2009 to Present

Director, Information and Technology Services (2010-Present)

Collaborate with corporate leadership to plan and implement additions, deletions, and major modifications to the supporting infrastructure company-wide.

Provide technical support that includes troubleshooting and resolution of hardware/software issues, installation of software applications, and maintenance and configuration of hardware and related peripherals such as printers, computers, routers, switches, and firewalls.

Oversee the management of all corporate help desk activities related to timely troubleshooting and resolution of system access issues, as well as ensure efficient maintenance of email and application servers to ensure stable and up to date operating systems.

Direct a team that manages approximately 2,500 users; utilizing 18 servers and 3 phone systems (2 VOIP and 1 PBX). Track key performance metrics (first call resolution, talk times, speed, service and change requests), and provide training and supervision for continuous service improvement.

Facilitate regular group meetings and individual sessions to solicit input from team members at all levels of the organization and ensure that strategic goals are communicated in a consistent and timely manner. Champion change and effectively manage the implementation of new ideas.

Oversee the implementation of network security measures to safeguard information against accidental or unauthorized damage/disclosure. Collaborate with cross-functional stakeholders to conduct DR testing and document DR procedures to minimize downtime.

Operate network management consoles to monitor computer systems and network performance and determine the need for adjustments and future changes. Ensure effective planning and management of the company’s telephone system, and oversee company-wide upgrade efforts.

Assure continuity for all users by coordinating the development of standards and procedures for IT and telecommunications. Assist in updating and maintaining technical documentation.

Systems Administrator (2009-2010)

Ensured effective provisioning, installation/configuration, operation, and maintenance of systems hardware/software and related infrastructure. Conducted technical research to enable continuing innovation within the infrastructure and promote adherence to organizational values.

Performed routine network startup and shutdown procedures, and maintained control records. Analyzed equipment performance records to determine the need for repair or replacement, and maintained maintenance repair records and all logs related to network functions.

Highlighted Accomplishments:

oOversaw IT implementation for new campus build-out (7 buildings and a data center).

oSuccessfully transitioned entire enterprise to Office 365 and implemented WSUS servers at all locations to improve update distribution and reduce bandwidth needs.

oImplemented a comprehensive backup system for entire company.

MVP Health Care Schenectady, NY 2008 to 2009

Service Desk Analyst

Provided level 1 and 2 technical support for 1500 users. Utilized a consultative approach when discussing issue resolution with the end user, and interfaced with networking, telecom, and other production support teams to identify IT related problems and solutions.

Facilitated problem management by initiating root cause identification exercises to troubleshoot desktop PC issues and providing support for telecomm systems (voice services and equipment).

Routed and tracked service requests, logged calls into the trouble ticketing system, and provided follow-up phone calls and/or investigation when needed to meet call resolution goals.

Monitored system availability in accordance with Service Level Agreements (SLAs) and applied escalation and notification policies appropriately.

Developed articles to support the incident management process, created procedural documents and training materials, and trained coworkers on IT systems and procedures.

Highlighted Accomplishments:

oClosed 95% of trouble tickets on the first call without escalation.

oCommended for quickly resolving complex issues including system crashes, network slowdowns, connectivity problems, security breaches, virus infections and more.

Technical Skills


Microsoft Office Office 365 WSUS Parallels Sonicwall Global VPN Client VMware Hyper-V Photoshop Wireshark Putty

Network Protocols

DNS LDAP DHCP Active Directory Group Policy Virtualization TCP/IP VLAN VPN

Operating Systems

Windows 7, 8, 8.1, 10 Windows Server 2003, 2008, 2008R2, 2012, 2012R2, 2016 Mac OS Linux iOS

Education & Certifications

Bachelor of Science in Computer Science (anticipated 2019) Western Governors University

Associate of Arts in Occupational Studies ITT Technical Institute

Certifications: CompTIA – Security+, Network+, A+ Certification Microsoft – MCSA, MCDST, MCP

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