Responsible for managing the ServiceNow ticketing system support queues for both service requests and incidents for Canada, Boston, NYC, Washington DC., Baltimore, Cary, Atlanta, Chicago, Palm Beach, Miami, San Francisco, Santa Ana and Jacksonville. On site and remotely resolve escalated incidents the lower level techs were unable to resolve. Also assist lower level techs by taking the harder incidents from the group queue. The BEM (Business Engagement Manager) will escalate issues directly to me based on the severity of the issue and or the end user’s management level.

Responsible for providing IT support to 50 attorneys in NYC and Chicago using DameWare, Goto Meeting, Joinme, Teamviewer and RDP for remote access. Maintained a complete inventory of all software and hardware. (Desktops, Laptops, Tablets, iPhones and Blackberries). Created and maintained preventive maintenance schedules on entire firm’s infrastructure. Responsible for performing daily preventive maintenance checks on the entire network infrastructure. Maintained, repaired and or replaced hardware for Microsoft and Citrix Servers, Desktop Workstations, Laptops, Tablets, Network routers, switches and firewalls. I created and executed a plan to purchase and migrate new desktops and laptops from Windows XP to Windows 7 Professional. I configured and maintained support of the employee’s iPhones, Android phones, iPads and Dell tablets. I executed and tested the daily backups of the company data which included MS Exchange 2007. Installed and managed the Network anti-virus software (ESET Endpoint Security). Installed and maintained all software updates to ensure a secure Microsoft network. Provided support and training for Citrix Server and Microsoft Office 2010 to all users. Created and maintained a separate VPN for all users in both Chicago and NY offices. Planned, managed and executed 2 separate moves of our entire network infrastructure and added a new Avaya phone system to replace the outdated system. As the lead technologist for the firm and knowing the firm was continuing to grow, I realized the need for a document management system. I located a document management system that would accommodate their needs. I created a project plan for the firm and presented it to the Partners for approval.

As an onsite consultant, installed Microsoft Windows 2003 Server on 2 separate machines to enable users to log on locally to their network. Helped the company move the production servers to a cloud into Mindshift’s office located in Commack. Set up site connectors to the cloud and a reverse lookup DNS zone between the cloud and the physical Welcome Wagon Bldg. Provided IT support to all users in Plainview and the IT Director in South Florida. Built 2 additional servers for South Florida and shipped them to the location. Once the servers were received, I connected remotely and setup connectors and DNS, for their local users to login and gain access to their applications. Setup Microsoft print servers in both the Plainview and Florida locations. Tested all remote functionality for both locations to the Mindshift Office cloud.

Work with many diverse clients to become or compliment their IT Department. Conduct meetings to perform business technology planning and emergency response to problem management. Review, edit, create and implementing policies and procedures for IT staff members and IT operations. Tasks include but no limited to network installations, monitoring, assessment, pre-failure maintenance, preventative maintenance and one- on-one training as required. Responsible for coordinating a team of responsive and highly skilled engineers to perform projects as outlined during the business technology planning meetings. Perform remote support to all clients requiring support after normal working hours.

As a NY State Certified Instructor, I facilitate the institute's curriculum for Network Engineering in a classroom environment to a wide range of diverse students from high school and college graduates to mid-career changers. The curriculum consists of topics such as DOS, Networking Fundamentals, Network Operating Systems I and II (Netware, Windows NT, Windows 2000 Professional and Windows 2000 Advanced Server), Internetworking, MS Exchange, LAN/WAN, TCP/IP, Remote Access Servers, Server Migration and Hardware Maintenance. I also provide academic advisement and guidance to our students as well as input and assistance to Research and Development for enhancements and/or modifications to the existing curriculum.