PHIL EDWARDS

** ******** **

718-***-****

advszf@r.postjobfree.com

SKILLS: Extensive servicing of end users and team management has led to a critical understanding of customer support issues and the development of strong technical and interpersonal skills.

Provided concierge support to global, International region and national C-level executives in a Microsoft/Apple environments. Versed in Helpdesk operations from the senior support and management levels. Used as primary support for corporate executive, team and end user level local/national meetings and systems including audio/visual, teleconference, videoconference and online meeting tools. Mail administration of Lotus Notes, Exchange and Office 365/Azure in local and hosted environments. Other disciplines administered have included networking, VoIP, smartphones and corporate connectivity devices and systems for mobility, mail/file and database backup/recovery, printer/fax systems and antivirus.

CERTIFICATION: Certified Novell Engineer (CNE), Altiris Certified Engineer (2001)

EDUCATION: BA – Psychology, Long Island University

Macy’s Seasonal Shoe Expiditor Deccember 2022 - January 2023

Supplemented Macys Herald Square ELS team in delivery of Men’s shoes to customers and Sales Reps in a timely specified manner during the winter Holiday season

Restocked and inventoried bins as required

Used handheld device to determine item location when requested, also for restocking and inventory.

Onit/Pro4ia Contractor June 2021 – September 2021

Provided white glove service at a major financial firm with returning home based (Covid bound) employees

Supplemented in-house IT team efforts to acclimate employees operating in new office environment with new hardware

Duties included acting as a member of "IT Ambassador" team who acted as initial contacts for employee, training and familiarizing them on new hardware/software/environment

Worked with local IT, escalating and assisting in resolution of user acclimation issues with hardware/software/environment

US Census Bureau (Decennial) Information Technology Manager July 2019 – December 2020

As head of the Area Census Office (ACO) IT department, served as core member of the management team planning ACO objectives. Duties included the selection and evaluation of office staff for temporary and permanent assignment in the ACO. Acted as primary agent ensuring site security, interfacing with the Department of Homeland Security (DHS) and its local agents on external access into the ACO, as well as physical access within.

Directed the operations of an IT Helpdesk that supported more than 1200 Area Census Office (ACO) internal, remote and field staff users. Duties included the training and management of the daily assignments of IT Office Operations Supervisors and IT Clerks as well as providing a 2nd level for their support efforts. Helpdesk support spanned a range of applications in a Citrix (Windows 10/O365) virtual environment for internal users that included a customized version of Peoplesoft/Oracle, as well as Decennial proprietary applications on mobile devices (laptops, mobile phones and tablets). Tools used included the Remedy ticket system, Bomgar for remote PC clients, Airwatch (Workspace One) for tracking and configuring mobile devices as well as consoles and control systems for account monitoring, debugging and user access. Designed desk procedure for use with office Administration to ensure the proper on and off boarding of office Census employees.

Point-of-contact for all hardware, software, and telecommunication issues in the ACO as needed by IT Regional Census Center staff that included troubleshooting, evaluating, analyzing, and coordinating updates efficiently to support office functions with networked and standalone equipment. Conducted on-site LAN/WAN hardware diagnostics for infrastructure cabling and hardware such as router, switches, iOs (phones/iPads) mobile devices, desktops, laptops, VOIP phones and networked printers. As Regional Center contact, kept ACO management, office and IT staff apprised of global systems issues, updates and availability

Responsible for the physical security and tracking of ACO government technical assets using property management systems and periodic audits to ensure quantity accuracy for the use, deployment and return of an inventory in excess of $3,000,00.

OMD/Omnicom Media Group Desktop Support Specialist January 2007 – December 2017

Entrusted to work elbow to elbow with ad industry giants, providing technical support for their new business efforts to acquire the media business of notable companies such as Proctor & Gamble, AT&T, HP, General Motors, McDonalds and Pepsi.

Primary interface and point of contact for user/departmental escalation of issues to IT departments.

Assigned to provide technical and audio/visual support for major client presentations and corporate events, including Global Board of Directors meetings and other off-site conferences.

Performed role as Senior Support tech on global Altiris Express/ServiceNow desk, helping to train and support helpdesk personnel in their efforts to provide end user support across Windows 7-10, MacOs, Sharepoint/Office 2013 - 365/Azure platforms. Tools used and supported included Cisco VPN/RDP for remote access and support.

Other duties included development of onboard/offboarding procedures, creation of Exchange mail dynamic queries, Active Directory functions, including user and group creation, mobile device configuration and administration across a number of platforms. Additionally, provided primary support for personal and corporate printer installations, user desktop phone configuration and administration of Cisco Call Manager (VOIP) and Unity voice messaging, as well as corporate faxing using ATAs on networked printer/copiers.

Called “Dr. Phil” by user community, respected as “Uncle Phil” by the IT organization, deemed “the People’s Choice” by corporate CEO.

Westcom Corporation Manager, Information Technology June 2002 – July 2006

Managed a helpdesk team and guided their effort to provide support in a Windows/Exchange 5.5/SQL 2000 environment.

Performed employee performance planning, counseling and evaluation.

Designed and implemented corporate backup and disaster recovery efforts including the use of Veritas backup/restoration, server redundancy and escalation.

Implemented and administered BlackBerrys as part of corporate messaging system.

Adilon Consultant November 2001 – May 2002

Provided contractor support in a variety of NT 4/MS Office/Exchange/IIS/SQL environments.

Assisted users in designing and implementing network structure, backup strategies and disaster recovery plans.

Additional duties included configuration and installation of firewalls, switches and providing end user support.

Opus360 Senior Tech Analyst April 2000 – October 2001

Provided user support in an NT 4/MS Office/Exchange/IIS/SQL environment.

Constructed, tested and implemented IIS4 and SQL 7 servers for use as company websites with emphasis on site security.

Additional duties included design, maintenance and monitoring for offsite hosting facilities, which included configuration of Cisco PIX firewalls, routers and switches, Sonic firewalls for VPN site-to-site connection and SSH security, website and SQL database maintenance, backup and optimization.

Protech Consultant May 1999 – April 2000

As an IT contractor supported a variety of customers in the New York metropolitan area with Novell/Windows/NT environments.

Responsibilities included network troubleshooting, machine configuration, installation and desktop support and maintenance.

Designed and implemented strategy for multi-location videoconferencing system.

Team responsibilities included installation, configuration, maintenance and troubleshooting of servers, workstations, shrink-wrapped and customized software in a Novell/Lotus Notes/Windows NT server environment.

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