Manager Desktop Support

SHAWN SILVER, MS

Long Island, NY

516-***-**** ********@*****.***

https://www.linkedin.com/in/shawnsilver/

Sr. IT Manager IT Manager Computer Systems Manager

Network Administration System Design/Development Technical Process Improvement

Accomplished, hands on solutions-oriented Information Technology Professional highly regarded for managing complex IT environments and developing successful Technical solutions. Recognized for skills in research and development, network architecture, business process re-engineering, redevelopment methodologies, strategic planning, systems analysis, and professional services. Known for the design, installation, and configuration of infrastructure systems to drive company growth and technical innovation. Provides effective leadership in fast-paced, deadline-driven settings, and excels at turning individuals into teams that exceed expectations. Exceptional academic qualifications, including a Master of Science degree in Computer Information Systems from Long Island University – C.W. Post.

Selected Highlights

Hands on Project manager for major ERP upgrade, both hardware and software.

Promoted to manage migration project to seamlessly move infrastructure and personnel to a new geographic location over an eight-week period.

Contract Negotiation, Define KPI, and evaluate performances against SLA

Led efforts to improve overall IT infrastructure. Exceeded goals and expectations on projects in a dynamically changing environment.

Certified completion of National Institute of Standards and Technology 800-171 to maintain US Department of Defense contracts. Currently working to achieve CMMC certification

Promoted to serve as project lead for the layout of the IT floor plan, including network infrastructure, phone system, and architectural layout, for a move that combined four buildings into one.

Reduced costs by 60% as project lead of the phone system restructuring, converting to state-of-the-art VOIP system.

Core Competencies

Systems Architect

Data/System Security

Project Management

Computerization Infrastructure

Network Administration

System Improvements

Network Design

Team Leadership/Management

Project Design

Quality Assurance

Facility Management

Customer Support

System Maintenance

Network Enhancement

Troubleshooting

Professional Experience

Designatronics Inc. Hicksville, NY 2005 – 2020

Sr. Manager of Information Technology: 2016 – 2020

Administer technical projects to align with stakeholder needs and goals. Design and direct effective delivery of networks, software development, and disaster recovery systems and processes. Prepare financial budgets and proposals for capital improvement. Develop strategic direction for technology deployment plans. Ensure project completion in a timely manner while meeting the goals of the end-user. Oversee department meetings to ensure continuity and goal attainment. Create service level agreements and statements of work to increase customer satisfaction.

Promoted to manage migration project to seamlessly move infrastructure and personnel to a new geographic location over an eight-week period.

Managed Staff of 1 -11

Extremely hands on Desktop Support, Server and Network Administration, cabling.

Design, develop, implement and coordinate systems, policies and procedures

Actively Modified and maintained Firewalls, Exchange Server, ADS, App Servers

Led efforts to improve overall IT infrastructure, and exceeded goals and expectations on projects in a dynamically changing environment.

Certified completion of National Institute of Standards and Technology 800-171 to maintain US Department of Defense Contracts Currently working to achieve CMMC certification.

Deployed Cisco infrastructure across four intermediate distribution frames.

Deployed virtual clusters to increase overall performance and availability.

Deployed Next Generation Firewalls for enhanced perimeter security.

Create operational procedures and guidelines for information technology staff.

Developed business continuity by building redundancy on all layers of IT operations, including firewalls, servers, internet, and communications equipment.

Manager of Information Technology: 2012 – 2016

Provided short- and long-term strategic and tactical planning, development, evaluation, and coordination of all information systems. Analyzed daily cybersecurity reporting to determine and mitigate any possible threats. Expertise in assessing best practices, emerging technologies, and their impact on business objectives/strategies to allow the company to compete more effectively. Served as key advisor to senior management in the development and implementation of strategic plans that maximized the use of IT in support of business objectives. Reviewed and analyzed the best alternatives to outsourcing work too big to be completed in-house. Utilized cost-benefit analysis to determine the strengths and weaknesses of alternative approaches. Designed and executed complex hardware and software that improved efficiency and growth of the company.

Promoted to serve as project lead for the layout of the IT floor plan, including network infrastructure, phone system, and architectural layout, for a move that combined four buildings into one.

Reduced costs by 60% as project lead of the phone system restructuring, converting to state-of-the-art VOIP system.

Directed multiple software projects that eliminated a paper-driven process and saved company costs.

Restructured 30-year-old processes to update and streamline tasks to enhance efficiency.

Spearheaded initiatives to restructure software product development processes to increase productivity.

Played a key role in the full life cycle on projects involving product implementations modeled to specifications to assist in maximizing operational capabilities and efficiencies

Supervisor of Computer Operations: 2007 – 2012

Promoted to manage development and implementation of standards, processes, and systems required to deliver quality and consistent support for end users.

Managed staff spread among multiple divisions to effectively conduct all facets of operations.

Provided first-level support for internal staff and external representatives in a timely manner.

Used ticketing system reporting tools to determine support level of service.

Help Desk Supervisor: 2005 – 2007

Regularly provided and participated in hands-on expertise and issue resolution.

Managed the Help Desk support team.

Played a key role in the implementation of physical asset tracking procedures.

Directed all daily operations and management of the Help Desk, including staffing, training, scheduling, budgeting, hardware and software purchases, hardware and software installation and maintenance, and customer satisfaction.

Range Online Media Melville, NY 2002 – 2004

Information Technology Manager

Led search engine optimization project and increased average internet sales by 300%.

Created office policies to establish and govern internet security and group policy, reducing security incidents.

Analyzed, added, and eliminated processes that resulted in improving feed enhancement functionality and increased revenue.

Improved day-to-day site management, ensuring projects were completed on time and within budget.

Developed, led, and implemented procedures for data storage and disaster recovery.

Education

Long Island University - C.W. Post, Brookville, NY

Master of Science – Computer Information Systems

New York Institute of Technology, Old Westbury, NY

Bachelor of Science – Business Administration

Technical Skills

Microsoft Office (Word, Excel, PowerPoint, Outlook)

Cloud Platform

Amazon Web Services, S3, Azure, Various Cloud BackUp

Communication

NEC Phone System VoIP/SV8500/SV9500, Sophos AV

CRM

Infor Visual

Databases

SQL Server 2000/2005/2008, MySQL

Email System

Microsoft Exchange 2003/2010/2013, O365

ERP

Infor Visual Manufacturing

Hardware

Netgear, Linksys, Dell, HP, Lenovo desktop and laptop hardware

Methodologies

ITIL

Mobile

Android, iOS, Microsoft ActiveSync

Network Design

Integration of distributed networks (VPN bridges, VPN gateways, MPLS)

Networking

Cisco, Sophos, HP, Dell, Netgear, Linksys

Security

Sophos Firewall, Barracuda devices, Cisco Pix Firewall, IDS, IPS, Endpoint Protection, Secure Web Gateway, Secure Email Gateway

Server Administration

Windows Server 200*-****-**** R2, 2016, 2019 Active Directory, Group Policy, RDS, WSUS

Server Hardware

Dell FX2

Storage

Dell SANs

System Backup and Restore

Acronis, Symantec Backup Exec, Veeam

Virtualization

VMWare ESXi 5.0, 5.5, 6.5, 6.7

Web server

IIS

Website Technology

HTML 5, CSS 3, WordPress

Additional Credentials

Languages

English

Professional Development

VMware Vsphere, 5.5/6.0 Certificate of Completion, VMWARE Education Services

ITIL V3 Certified 2016, Completion of NIST 800-171 Controlled Unclassified Information Course, Knowledge of CMMC, Information Technology Management Course Certificate of Completion

Currently Pursuing Scum Master Certification

Organizations

ISACA

Detailed Professional References Available upon Request

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