• Dynamic IT Leader who offers a proven record of success, and who makes decisions to reflect positively on multi-site operations in alignment with a compaxxxxxx s vision, value, and goals to attain a significant competitive advantage.
• Visionary Professional who rises above challenges to streamline IT processes, improve efficiency and productivity, and drive winning outcomes while applying a recognized talent for assessing compaxxxxxx needs and priorities to attain results.
• Award-Winning Self-Starter who achieved TQS 1^st and 3^rd Quarter Year-End Awards, a Director Award, and a Support Employee Award, and who builds and sustains synergistic relationships with senior-level management, multi-site IT / business operations professionals, vendors, end users, and clients / customers; who excels in both autonomous and collaborative work environments; and who leads valuable staff by example and with integrity.

Manager CSS Routing ￨ Technology Optimization (2012 Present)

  Capitalize on the opportunity to lead forward-thinking IT operations, including directing all facets of Enterprise Contact Center Data / Tool Network Access, Technology / Remote Solutions, Internal / External Software / Desktop Support, Applications / Tools Management, and Outage Management which was instrumental in driving success.

  Demonstrate expxxxxxxnce toward managing ECC Firewall Rule / Policies, providing and supporting connectivity for all TWC tools / resources, and facilitating proactive / reactive monitoring of tool / network performance and latency.

  Deliver highly effective solutions for ECC Operational Technology challenges, along with managing large-scale remote systems projects and probes located across all vendors for use by Support Applications / Performance Monitoring.

  Actively evaluate, provide, and communicate Workstation Software and Hardware Requirements to outsource partners, along with continually building and sustaining strong vendor and regional relations for key external centers.

  Collaborate with ECC Care Strategy Team, TSG, and vendors on Application Upgrades / Merges for Enterprise Contact Centers, along with working with ECC Operations and TSG on communications related to release notes and applications / business needs, as well as successfully assisting in Pilot / UAT opportunities with wide-ranging vendors.

  Strategically manage high-volume inventory and tracking of ECC Applications used within contact centers.

  Ensure seamless IT processes by providing triage and troubleshooting support of production software issues.

  Develop support policies and procedures for use by Enterprise Contact Centers for Outage and Issue Reports.

  Successfully manage a top-performing IT Administrator responsible for Buffalo Waterfront call center s 500+ users.

IT Administrator (2005 2012)

  Strategically steered results-generating PC technical support for 500+ users, including managing Active Directory, Group Policies, and Microsoft Outlook / Exchange e-mail configuration, as well as cohesively working with AVAYA s IP Agent, One-X, and AVAYA CMS products and exhibiting familiarity with VMware in Windows 7 and 10 environments.

  Collaborated with users to proactively resolve issues related to Wireless and VPN, along with using Remote Control software to assist users remotely and comprehensively resolving service calls per compaxxxxxx Service Level Agreements.

  Expertly installed, configured, and maintained PC-related hardware, including laptops, desktops, motherboards, CPUs, memory video cards, hard disk drives, modems, VPN, CD-ROM drives, and other miscellaneous components.

  Spearheaded software delivery administration to install software, and further maintained efficient software delivery of Windows Server, including keeping applications up-to-date via updates and removing out-of-date applications.

IT Administrator (continued)

  Actively supported efficient planning and coordination of PC and cubicle moves.

  Delivered strategic hardware and software recommendations based on end user needs.

  Co-designed new processes to improve efficiency and flow of information for a technician group.

  Successfully supported numerous upgrade projects completed on time and within set parameters.

  Personally tested diverse new software, and wrote installation documentation for other team members.

REM & PC Support (2000 2005) ￨ CSSR (1998 2000)

  Played a vital role in providing solutions-focused PC support for 100+ users, including managing Active Directory, door security systems, and offline calls for employees, as well as updating employee start and end times within IEX.

  Successfully built images for all new computer systems.

  Created and managed high-volume hourly service level reports.

Additional Professional Expxxxxxxnce

Manager Trainee Pier 1 Imports, Blasdell, XXXXXX 1997 1998

Department Head Toys R Us, Blasdell, XXXXXX 1995 1997

Bachelor of Science in Information Technology (Summa Cum Laude)

Associate s Degree in General Studies

VMware ThinApp / Parallels ￨ PDQ Deployment ￨ Symantec Ghost Imaging / Deployment

Windows 7 / 8 / 10 ￨ Windows Server 2008 / 2012 ￨ Microsoft Office Products ￨ Mac OS X ￨ Linux

Internet Explorer ￨ Chrome ￨ PC Imaging Windows / Windows 7 ￨ Active Directory Fundamentals

IP ￨ Firewalls ￨ Telephoxxxxxx ￨ Network Administration / Engineering ￨ Network Security ￨ DNS ￨ DHCP

Group Policies ￨ Microsoft Outlook / Exchange Email Configuration ￨ LAN / WAN Technical / User Support

Hardware / Software Installation ￨ VolP ￨ VPN ￨ Routers ￨ Switches ￨ TCP / IP ￨ Cisco Technologies ￨ Cisco IOS

Hardware / Network / Software Troubleshooting ￨ AVAYA Products ￨ IP Agent ￨ One-X ￨ CMS Admin ￨ Ethernet

Excellent Professional References Provided Upon Request