Martin Pfeifer

617-***-**** ~ adwr8s@r.postjobfree.com

Qualification Highlights

•Excellent presentation, communications, and interpersonal skills

•Experienced Manager with the ability to be organized and multifunctional

•Ability to make calm thoughtful decisions during stressful situations

•Passionate about improvement in processes and team skills

•Ability to provide solid technical Analysis and resolution recommendations

•Experienced in all aspects including networking, routing, network design, wifi, security, planning, implementation, asset management, new product training and rollout, etc

Professional Skills

MS Office, Office 365, Visio, Exchange, Active Directory, AutoCAD, RDP, Dameware, Zoom, BMC Footprints, Track-it, Remedy, CA, ServiceNow, Cisco IP Communicator & Call manager, Workday, SharePoint, Oracle

Desktop imaging/setup/support, hardware/software installation/support Printer installation/support Telephone

Training/Orientation Support AV support, Real estate, Administration, Customer Service, Data Entry.

Professional Experience

Coldwell Banker

Realtor/ Real Estate Administrator October, 2021 to present

Assist homeowners with the sale of their homes and assisted buyers in finding and navigating th process of purchasing a home .

Experienced with maintaining construction budget and necessary financing.

Provide supervision and support to the Tenant Coordinator and Financial Coordinator to ensure accuracy of billings and timing of AR collections

Work with administration team (lease administrator and property administrator) to ensure current tenant lease profiles are entered into the system accurately.

Supervise leasing, administrative and maintenance staff

Gathered pre-qualifying documents including Identification, financial income, and landlord references.

Represent the company in a professional manner at all times.

Assisting day to day property management duties, customer service, and resident retention.

Marsh & McLennan

Global Insurance, Risk Management and Consulting Company

Office Technology Specialist March, 2017 to November, 2019

Managed the Desktop Support services for 5 divisions under the MMC within 3 offices, 2 in Boston and 1 in Vermont.

Responsible for all aspects of asset management for 3 company sites including: Procurement of laptops, desktops, switches, servers, etc, Day-to-day IT Inventory Management and tracking of all assets as well as asset disposal for unused, EOL assets for existing locations as well as closing regional satellite offices

Created mentored and developed elite teams of service technicians. Encouraged the status quo to be that of owning the issues to completion and to go above and beyond in the delivery of customer service excellence.

Changed the perception within the user base from ‘we can’t do that’ to ‘how can we get that done’

Developed learning plans for the teams to enhance technology skills and create leaders.

Managed the move processes for all three offices during a 2-year long renovation and restack project consisting of 7 office moves effecting over 400 colleagues. Managed the closure of 3 offices as part of the move project.

Provided software training/configuration support for Cisco IPCommunicator for all colleagues prior to their schedules move.

Marsh & McLennan (cont’d)

Participated in a senior Leadership-driven Operational Excellence Task Force to address specific issues across the Northeast and Canada Regions. Topics included developing a training track for all levels. Implementation of new tools to manage active Incident and Change Order tickets.

Redefine how metrics were used to give a more concise picture of technician ticket counts, closure times and SLA requirements.

Led quarterly Technology Advisory Group sessions to bring to light concerns and ideas from distinct user groups and provide feedback to management.

Goodwin/Procter

Boston-based Global law firm ranked as one of the leaders in the nation for Business Law and Litigation.

Manager of Office & Desktop Operations (contract position) November, 2015 to August, 2016

Participated in the management of several large-scale projects including the major Boston office move from Downtown to Boston’s Seaport/Innovation District in Fan Pier, over 900 staff members successfully relocated in one weekend.

Participated in the management of other large-scale projects such as the SCCM Refresh projects and the Monitor Upgrade project.

Managed the relationship with User Support Vendor to maintain consistent service, resolve service issues and technician errors and maintain SLA’s.

Reviewed and revised several documents within IT including consolidating multiple redundant KB articles on Unapproved Software requests & revising existing Remote Access Device Policy.

Instituted new reconciliation plan for loaner mifi’s to keep track of existing devices. Encouraged partners to buy their own instead of getting loaners.

Managed a staff of five Senior Desktop analysts including one team lead and provided direction, supervision and motivation, as well as providing a voice for them to upper management.

Dealt with personnel issues including writing performance evaluations, performance improvement plans, interviewing & hiring contract employees and the termination and replacement of staff members.

Suffolk Construction

Boston-based Construction Management company with presence in the Northeast, Florida and California.

Manager, User Services May, 2011 to May, 2015

Created an exceptional team of like-minded individuals with varied experience who are driven to exceed, provide great service and perform with a positive, get-things-done mentality.

Manager a team of 6 local Helpdesk Technicians, and Jobsite technicians and support 4 regional techs to provide service to approximately 1100 users nationwide at regional offices and jobsites.

Develop metrics on helpdesk support statistics and report to senior and executive management on a weekly & monthly basis.

Establish, review and report on company Service Level Agreements.

Document helpdesk processes to ensure consistency and incorporate LEAN strategies to streamline/improve where possible.

Review current hardware and software platforms. Meet with vendors on product lifecycles and recommend/implement changes as needed.

Establish series of IT Roundtable visits to jobsites around all regions to ‘check in’, present new IT initiatives, find ‘pain points’ for site users, and coordinate team training if necessary.

Drive staff participation in company initiates such as charitable payroll deductions, company outings and company sponsored activities/events.

Perform employee annual reviews as necessary. Monitor ongoing goals and assist with career performance action plans.

Jobsite Technician September, 2009 to June, 2011

Act as a liaison between the remote jobsites and IT and coordinate service and support.

Manage mobilization of new sites to coordinate data/tel needs and manage vendors and installation. Coordinate site demobilization and service shutdown.

Support jobsites in the Northeast and Mid-Atlantic regions to improve service & resolve IT issues.

Adaptive Communications October, 2000 to February, 2009

Top rated Value Added Reseller providing security, data and wireless solutions for the Northeast

Senior Network Engineer

Project Manager for several successful WLAN and LAN upgrades involving Aruba & Enterasys; Clients include Kendal at Hanover, Northeastern University, RISD, Providence College, Concord Academy, Southern New Hampshire University. Conduct Site Surveys ranging from single floors to large college/university campuses to plan wireless

networks, verify signal coverage, and perform RF analysis to detect interference; clients include Catholic Medical Center, Vicor, Eppendorf Manufacturing, Middlebury College, Lane Press of Vermont

Perform network hardware/software upgrades on large school/university campuses including Northeastern University, Providence College, RISD, Wentworth Institute of Technology, St George’s Academy and The Holderness School

Partnered with Aruba Networks since their early beta installations at Johnson & Wales and have worked closely with them throughout their growth

Successfully implementing Nortel’s Enterprise Policy Management software to maximize network security/efficiency

Placed on long-term contracts to provide network administration and daily user support for clients including RISD, Care New England & Teradyne

Nortel Networks October, 1998 to October, 2000

Network Engineer

Supported the live test network for engineers in the development, design, implementation, and network management groups consisting of 400 users in three locations.

Learned Unix, routing, switching, LAN, WAN, data networking and design from the ground up.

BankBoston/Bank of Boston/Bank of Vermont October, 1986 to October, 1998

Teller/Sr. Teller/Teller Trainer/Teller Supervisor/Assistant Branch Manager/Compliance Specialist/Sr. Risk Management Specialist/Sr. Operations Analyst/Operations Project Manager

I began my professional career while still in college as a full-time Bank Teller at Bank of Vermont in Burlington, VT. At the time this bank was owned by Bank of Boston. After graduation I went up the branch ranks and was eventually recruited by the audit group as a Compliance Specialist. In 1994 I was recruited by the Risk Management group at Bank of Boston and moved to Boston to further my career. In 1997 I moved to the Operations side of the bank when it merged with BayBank and became BankBoston. My first project was deposit reconciliation during which I recovered just over $500,000 which was lost in transactions that happened during systems integration weekend. After this I managed a few smaller projects and then the largest systems conversion project at the bank over the summer of 1998. At this time, I had the opportunity to switch career paths and I joined the technology industry.

Education

Bachelor of Science in Business Administration

Saint Michael’s College, Winooski Park, Vermont

The CE Shop

Licensed Real Estate Agent

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