CAREER HISTORY

IT Manager Global Desktop Support – Black Box Corporation Feb. 2019 – Feb 2023

Responsible for a team of 10 engineers supporting 3000 endpoints in the US, APAC, India and Brazil

Spearheaded computer upgrade project for intake, imagining and deployment throughout the US

Ability to work cross functionally and engage in positive partnerships with various business functions

Responsible for assignment, resolution and SLA’s for end user issues using Service Now ticketing system

Implemented a results driven management style to streamline processes while reducing costs and time

Engage in statistical data analysis and reporting to proactively improve efficiency and desktop issues

Designed and implemented worldwide asset management tracking system using SQL & MS Access

Excellent verbal, written and presentation skills in communicating with all technical levels and skill sets

IT Support Specialist – Black Box Corporation Feb. 2018 – Feb 2019

Reorganized, revamped and revitalized Corporate Desktop support into highly regarded business entity

Responsible for all phases of corporate desktop support including imaging, installs, upgrades and bread/fix

Managed and implemented multiple projects including Canon Corporate wide Printers, Mfg. WIFI, Barcode Printers, and Coalesce Collaboration projects resulting in significant cost savings to the company

Software support includes Windows 7/10 MS Office, Project, Cisco Jabber, WebEx, AMP, AnyConnect, Endpoint Protection, Altiris, Symantec Encryption, BitLocker, Chrome, Edge, IE, Firefox, AX, Citrix and others

Trained new hire in all aspects of Black Box Corp. desktop support resulting in full time position for employee

Desktop Support – FedEx Ground Corporation Sept. 2017 – Feb. 2018

Involved in complete life cycle of asset management from image deployment thru support and retirement

Work daily with users on a variety of Internet, Email, Office, Network, Hardware, Printer and Software issues

Responsible for support of laptops, notebooks, and workstations running Windows 7/10, Office and Web Apps

Diagnose and resolve network and software problems on Ethernet, Internet, Wi-Fi, VPN and Mobile devices

Maintain accurate and complete documentation on user issues, problem resolution and assets

IT Consultant – Michael Brooks Consulting April 2009 – August 2017

Advised and recommend solutions and technology available to meet small business and individual client needs

Configured installed and trained clients on laptops, computers, printers, software and smart devices

Performed break/fix, troubleshooting, and educated users on common problems both on-site and via phone

Help Desk Support – Washington County Courthouse Presidential Election June 2016 – Nov 2016

Assisted staff with voter registration support, validation, and voting poll setups for 2016 Presidential election

Processed phone and on-line voter registrations, individually and in batches on Windows based workstations

Learned and became proficient on SURE software system connected to statewide databases via Citrix Servers

Crew Leader/Frac Technician May 2013 – June 2016

Worked on Marcellus Shale gas wells in Tri-State area for various water transport and traffic control companies

Responsible for traffic control, pump operations, radio communications and adherence to strict safety rules

Completed certifications for Range Resources, Southwest Energy, Rice Energy, Penn Dot, CPR and Red Cross

Inventory Specialist – Home Depot Inc. June 2012 – May 2013

Daily customer facing and interaction with public that provide answers and solutions for home projects

Contractor – Best Construction May 2009 –Oct 2011

Assisted in making house renovations while monitoring actual versus projected costs and adhering to deadlines

Sub-contractor for renovating houses, home improvement projects, landscaping, painting and construction

Conducted site survey, scope of work, and resources required along with project timeframes and deadlines

LAN Administrator – W.G. Tomko Construction April 2008 – April 2009

Responsible for Microsoft Windows Servers and Desktop Support on 100+ desktops using Microsoft Office

Performed break/fix, upgrades, daily tape backups and new installs with Windows, CAD, MS Office and Internet

Supported printers, scanners, switches, routers, and plotting equipment locally and at remote worksites

Network Supervisor – US Property & Appraisal Jan 2006 – Feb 2008

Desktop support for Windows Servers and workstations using Microsoft Word, Excel Outlook and Explorer

Responsible for installing security and anti-virus updates and patches on workstations and servers

Performed daily onsite and offsite backup rotation while monitoring daily error and event logs for exceptions

IT Consultant – Independent Feb 1998 – Jan 2006

Provided computer expertise, installations and sales for local high-tech computer companies and individuals

Developed ArcView GIS application for Pittsburgh Symphony showing revenue sources for additional funding

Implemented state of the art video conferencing systems for ASL interpreters

VP Director of Technology/Founder – Vertical Solutions May 1992 – Sept 1997

Founded and grew network consulting company that provided LAN/WAN technology, services, and support in the Tristate area. Increased revenue and client base from zero to over 1 million dollars and 100 plus clients

Created detailed 200+ page business plan with financials and forecast that was presented to members of the Pittsburgh High Tech Council for $250K in grant money from the Ben Franklin Venture Capital fund

Developed FAXBoss fax-on-demand system while establishing nationwide re-seller network for distribution

Configured, installed and supported 100’s of Microsoft Windows Servers and 1000’s of Windows workstations

Obtained Authorized reseller status for HP, DELL, Microsoft, Novell, and other preferred vendors

Network Support Team Lead – Black Box Corporation May 1985 – April 1992

Responsible for evaluating network equipment for inclusion in Black Box catalog

EDUCATION & CERTIFICATION

Education: Indiana University of Pennsylvania – BS Management Information Systems/Computer Science June 1982

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