It Infrastructure, Service Desk

TODD E. MULHOLLAN

Pittsburgh, PA 724-***-**** *******@*****.***

IT Infrastructure

Strategic Infrastructure System Design Azure Office 365 Resource Management Server & Compute Technologies Change Management Vendor Management Audit Policy/Procedure Compliance

Resourceful, dynamic and performance-driven infrastructure engineer with excellent knowledge of IT logistics and business operations. Possesses the ability to design, install, and maintain organizations infrastructure systems. Partners with the service desk, security, development, and project managers to deliver on-point IT services to the organization. Expert ability to quickly read, synthesize information and develop effective strategies in response to technically complex solicitations. Well-developed decision-making skills combined with an open and accessible leadership style. A cross-functional communicator with demonstrated capacity to influence stakeholders at all levels and gain commitment for new proposals. Extremely ethical and comfortable working in a multicultural, ambiguous and fast-paced environment. Other areas of knowledge include:

-Risk Management

-Customer Service

-Forecasting & Budgeting

-Enterprise Resource Planning

-Analytical Thinking

-Oral/Written Communication Skills

-Forecasting and Budgeting

-Organizational/Time Management

-Problem & Conflict Resolution

-Staff Development & Engagement

-Negotiation & Mediation Skills

-Relationship-building

-Exceptionally Detail-Oriented

-Leadership & Team Supervision

-Monitoring & Reporting

PERFORMANCE HIGHLIGHTS / ACHIEVEMENTS

Replaced an environment of Cisco and Palo Alto Firewalls with Fortigate Firewalls.

Worked with key players to develop Enterprise Resource Planning (ERP) strategy.

Migrated Citrix XenApp 6.5 to XenApp 7.5, Windows 7, with migrations to Windows 10 Endpoint Encryption.

Implemented SSO with SAML 2.0 and Azure Active Directory / Entra ID.

Achieved over 95% server virtualization with VMWare, AWS & Azure.

VPN / MFA, Palo Alto Firewall replacement, Enterprise Wireless Architecture, NAC.

Implemented Visitor Management System, Physical Security Automation & Video Surveillance Systems.

Upgraded RedHat 7.4, Windows Server (2003 to 2008 to 2012, 2016, 2019).

Established service level agreements (SLA) which ensured consistency and improved customer satisfaction ratings.

Scheduling onsite trips to satellite offices & ensuring customer satisfaction.

Saved over $600K by printing fleet upgrade & Video Conferencing solution migration.

Implemented the use of MS SharePoint and Nintex to streamline and improve HR, Accounting processes.

Used SharePoint, SharePoint Designer, Nintex, Microsoft Teams & Yammer to establish Change Control, track purchase approvals, and create processes which assisted in year-end budgeting. Improved HR onboarding process and achieved SOC & ISO compliance.

Praised for “out of the box” thinking to provide innovative solutions to many customers in order to meet business needs.

PROFESSIONAL EXPERIENCE

PennDOT Contractor (Computer Aid Inc) - Harrisburg, PA July 2023 – Present

IT Manager

Onboarded new employees onto a new government support contract while streamlining procedures.

Worked with a team of 12 engineers and support personnel to cover 24/7 system and end-user support.

Facilitated the organization and updating of standard operating procedures for triage and system support.

Worked with a team of engineers through a vSphere and SAN/Datastore upgrade.

Supported numerous projects including Load Balancer & Antivirus replacement in a hybrid on-premise, Office 365 and Azure environment.

Upgraded vSphere 7.x to 8.

Worked with Security to remediate vulnerabilities.

MORTGAGE CONNECT, Moon Township, PA June 2021 – Jan 2023

IT Infrastructure Manager

Worked with a team of 15 engineers to cover systems, network and telephony in a volatile and changing environment.

Lead a team of people while managing relationships with 40+ vendors.

Worked as lead engineer shuffle workloads from on-premise to Azure, and vice versa.

Finished Cisco phone system project.

Initiated and was a technical lead for an Office 365 migration for 4,200 users and 5,400 mailboxes.

Implemented Exchange Online DLP policies and other controls such as eDiscovery and in-place / litigation hold.

Worked alongside the CISO & security team to implement Azure Identity Management and MFA.

Responsible for architecting Azure solutions with a Cloud Architecture Team.

Responsible for Azure cost management and budgeting.

Responded to all security initiatives and managed remediations.

Assisted in the implementation of Change Management.

Participated in ERP discussions using Microsoft Dynamics 365.

Planned, oversaw and was technical lead on a SharePoint Online and MS Teams implementation.

WESTERN PA CONSERVANCY, Pittsburgh, PA Dec 2020 – June 2021

IT Director

Finished Office 365 Implementation with Exchange Online, SharePoint and MS Teams

Met cyber insurance compliance requirements to keep coverage with MFA, Conditional Access Policies and backup encryption.

Managed and maintained SalesForce ERP.

HERITAGE VALLEY HEALTH SYSTEM, Beaver, PA Jan 2019 – June 2020

IT Infrastructure Manager

Overcame talent retention issues and built a team of Systems Engineers by created a 1:1 process and building career paths for each engineer with goals. This resulted in a decline in voluntary turnover.

Lead and participated in initiatives for all IT infrastructure operations including Cisco UCS, Cisco networking & phone equipment, Avamar/Networker & Data Domain, Nimble SAN, VMWare, Citrix 6.5 and 7.15.

Administered a Citrix environment of over 250 Citrix servers.

Lead vendors in day to day operations and projects.

Implemented and oversaw a monthly patching process resulting in 0-30-day vulnerability remediation.

HERITAGE VALLEY HEALTH SYSTEM, Beaver, PA (…Continued…) Jan 2019 – June 2020

IT Infrastructure Manager

Implemented and managed Privileged Access Management using BeyondTrust.

Participated in a successful e-mail migration of 500 mailboxes from Office 365 to On-Premise Exchange.

Created a team SharePoint portal to aggregate relevant team data for better access of policies and resources.

Build processes and procedures, holding the team accountable to them & standardize code of conduct.

Built & put procedures in place to maintain an accurate infrastructure inventory.

Data Center management of 4 data centers & 1,400 servers.

AIRES, Pittsburgh, PA Jan 2013 - Jan 2019

Infrastructure Team Lead

Oversee and assist the designing, maintenance, and management of Information, Computer, Networking, Database, Backup/Disaster Recovery, Telephony/Unified Communications & Data Center Technologies.

Worked with stakeholders to develop ERP strategy and provide effective solutions and resolve technical problems across multiple technologies.

Provide direction leadership in creating service level agreements (SLA) and management of Helpdesk, and oversight of Asset Management.

Led the migration from Novell & GroupWise to Active Directory & Azure/Office 365, and file share migration from Novell to DFS and Remote Desktop server to Citrix XenApp 6.5 & RHEL Linux.

Accountable for overseeing contract, and license management for over 70 vendors, including RFP process for new vendors and providers.

Recruit, hire, supervise, lead, coach, mentor and establish career paths for a 12-person team of experienced specialists who provide trouble-free operation for customers, including.

Ensure system uptime exceeding 99% within budget constraints, guaranteeing stability, scalability, and protection on a global 1000 node network.

Directly accountable for the management and oversight of a $4M budget.

SERVICELINK, Coraopolis PA Feb 2002 – Jan 2013

Systems Administrator

Successfully migrated Novell network to Microsoft Active Directory for a 2000 user environment; built and managed Dev/QA/Production VMWare environments.

Administered 350 Microsoft Windows Servers, Active Directory, DNS, Exchange, and multiple RedHat servers.

Design & Administration of SharePoint and a 12 node Microsoft Exchange cluster.

Responsible for a Citrix environment consisting of 30 servers.

Plan and created Powershell/VB/PowerShell/DOShell Scripts for automating network/systems administration tasks

Previous Employment:

HELPDESK LEVEL III - ATM CORPORATION OF AMERICA, Moon Township, PA

INFORMATION TECHNOLOGY SPECIALIST - COMPUTER CENTRAL, New Brighton, PA

EDUCATION / CREDENTIALS

Associates Degree International Academy of Technology and Design, Pittsburgh, PA

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