MANAGER OF TECHNICAL SERVICES and LEAD TECHNICAL SUPPORT ENGINEER Accomplished Technical Service Leader with 16+ years of demonstrated experience in delivering technical, service and operational improvement for successful companies. Dedicated professional known for developing innovative methods to manage large data centers, coordinate projects and enhance business processes to impact the corporate bottom line. Creative problem solver, communicator and planner with a proven track record of elevating team performance, capitalizing on emerging technologies, optimizing technical documentation and heightening service levels. Team Leadership, Building and Mentoring Strategic Planning Continuous Process Improvement Business Enhancements Customer Service Service Level Improvement Problem Solving Solar and Wind Technology Information Technology Implementation and Consulting Troubleshooting 

• Provided engineering and technical leadership for company to optimize startup operations.


• Maintanied WatchGuard system to ensure safe VPN services and remote connections between 2 office locations.


• Delivered support for development of company infrastructure on Windows NT 4.0 servers running on internal IIS, Exchange and MSSQL servers.


• Maximized external business operations by maintaining WatchGuard system for remote connections between 2 offices and VPN services.


• Improved system inventory record accuracy by maintaining company intranet on IIS servers.

• Significantly improved operational capability by leading implementation of centralized management of ITIL standard environment.


• Coordinated installation of first Open Directory environment centralizing management of Macintosh environment.


• Documented environment with wiki-based system and updated workflow diagrams.


• Served as key member organizing 2-facility migration for 1.1K+ employees and 500+ servers.


• Acted as primary support point for DNA Auditorium and Focus Group room A/V environments.


• Collaborated with department managers to optimize workflows and project management.


• Orchestrated support operations and teamed with TSD staff to monitor progress.


• Expertise with Prepress and Xpance vendor-based ad management systems.

• Delivered support for 24 hour round-the-clock operation of producton and network environment for reporters and other personnel.


• Improved maintenance of networked computers by developing multiple new processes.


•  Boosted productivity and efficiency for each department by creating networking maps, process flow charts and organizational diagrams.


•  Created real-time documentation application to identify assets and employees by cube location running on Microsoft Access database.


• Enhanced operational capability by organizing data and support materials.


• Utilized computer systems such as Microsoft Windows 95/98/NT 4.0/2000, Linux/UNIX, Solaris, Macintosh Classic/OSX over multiple protocols including TCP/IP, AppletTalk, 802.11b/g and serial connections.

• Ensured the internal end-user's desktop systems were equipped with the latest technology, functioned correctly and serviced in a seamless manner. 


• Assisted with the support of several regional and international offices regarding customer service issues, network connectivity, network and email account creation, and maintenance on a daily basis.


• Supported environments included Macintosh, Novell, Windows 3.1, Windows 95 and Windows NT 4.0 (workstation and server) to as many as 100 clients at a time in a variety of mixed environments.


• Accomplishments:  Recognized for providing personable and highly effective response for troubleshooting and problem resolution.  I proactively provided training to my end-user customers through brown bag training seminars, which I developed.