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Click here or scroll down to respond to this candidateCandidate's Name
Arvada, CO Street Address
PHONE NUMBER AVAILABLEEMAIL AVAILABLELINKEDIN LINK AVAILABLEPROFILE & OBJECTIVE: I am a dedicated and versatile IT professional with over 10 years of experience in high ticket and phone call volume environments. A self-starter that takes a proactive approach to all tasks and projects, with excellent verbal and written communication skills. My analytical organizational, and problem-solving skills are essential in the project management technical field, as they further demonstrate my ability to analyze, organize, and solve problems efficiently.EDUCATIONJohn Carroll University 1999-2001 Cleveland, OhioCleveland State University May 2004 Cleveland, OhioInternational Studies June 2002 Morelos, MexicoCERTIFICATIONS:MCSA (Microsoft Certified Professional and Microsoft Specialist: Windows 7)Internal Auditor (ISO 9000:2001)TECHNICAL SKILLS IT Administration: Remote Management (Kandji, JAMF, InTune,); Client Backups (CrashPlan, Code42, OneDrive); User Administration (SSO, Okta, JIRA, Active Directory, Exchange, Email); Basic Networking (DNS, DHCP, TCP/IP); Hardware Repairs; Troubleshooting Technical Issues Software: Cloud-based Business Platforms (Google Workspace, Microsoft 365, Slack); Security Tools (SentinelOne, McAfee, GlobalProtect, 1Password, MFA, Webroot); Video Conferencing Solutions (Zoom, Google Meet, WebEx) Operating Systems: macOS, Windows, iOS, Android Soft Skills: Help Desk Support, Hardware Repairs, Troubleshooting Technical Issues, Inventory Management, IT Project Management Oral and Written Communication, Problem Solving, Project Management, Remote and Hybrid Work Environments Annual Security Audits: SOC II, ISO 27001, and PCIEMPLOYMENT HISTORY:SugarCRM Jan. 2023-Present Denver, COGlobal IT ManagerAssumes primary responsibility for project leadershipBalancing duties from both IT engineering support and project management rolesManage procurement processes and maintain inventory for all IT hardware and software assetsRecruiting, training, and coaching employees within the global IT teamManaging information technology and computer systems globally for the entire organization, particularly in a remote setupConducting audits on all IT-related systemsEnsuring the security of data, networking access, and backup systemsPreserving assets, focusing on information security, and maintaining control structuresPlanning, organizing, and executing IT projects on a global scaleDesigning, developing, implementing, and coordinating systems, policies, and proceduresGathering and providing evidence for SOCII and ISO27001 Security auditsEnsuring compliance with the Global data retention policyServing as an advisor and lead for the IT Committee for Global Managers across the companyManaging server patching and updatesCollaborate with cross-functional teams throughout the organization to onboard, integrate, and test rigorously new IT tools and deploymentsSugarCRM July 2020-Jan. 2023 Denver, COIT Engineer and Project ManagerWorks under the direction of the IT Director and Chief Information Security Officer (CISO)Image, manage, support, and troubleshoot Windows 10 and 11 PCs and MacOS globally (over 600 users)Developed and implemented onboarding and orientation procedures for new hiresTrain team members on new processes and mentors/coaches others on newly learned applications and software through training and documentationMaintains an inventory of all assets and peripheralsOversees company-wide annual refresh of computer equipmentResponsible for working on IT projects supporting our internal customers and infrastructure worldwideOversee new asset deployment with configuration, software installation, and data migration, while coordinating shipping logistics and retrieval and secure decommissioning of old assetsCloud Elements Dec. 2018-July 2020 Denver, COIT Administrator and SupportSupported over 125 users within the Denver office and another 100 remote global employeesImaged, managed, supported, and troubleshoot all company owned devicesDeployed patches and applications updates using AddigyActed as the JIRA administrator for the ticketing system and projects using ConfluenceManaged G-Suite for the entire organizationMaintained a company-wide application inventory and budget to reduce overall spending by teamInstall, configure, maintain, and troubleshoot various software packagesDeveloped and implemented standard company-wide onboarding and orientation procedures for all new hiresAssisted in gathering evidence for both SOC II and PCI annual auditsCreated training documentation for end usersInstall, maintain, and troubleshoot all audio/visual (A/V) equipment and softwareMaintains an inventory of all current assets and peripherals, as well as refreshed and e-waste.ALPS, Fund Services Inc. (A DST Company) Aug. 2017-Dec. 2018 Denver, COTechnical Support AnalystImaged, managed, supported, and troubleshoot Windows 7 and 10 PCs, as well as Macbooks and iMacsSupported over 500 users within the Denver office and remote employeesCreated access to Mutual Fund accounts for both internal and external usersWorked independently and as a team member for day-to-day operations and major projects, including disaster recoveryAdministered Active DirectoryInstalls, configures, and troubleshoots all applications and software packages.Utilized the Remedy ticket system for all computer issues and various requestsUtilized the AVA ticket system for specific Fund accessCreated documentation for end users and colleagues using SharePointTroubleshoot remote users using Remote Desktop Protocol (RDP), WebEx, and LyncCompleted setup of new phone extensions and voicemail (Mitel phone systems)Maintains an inventory of all assets and peripheralsIBM Watson Health (formerly Explorys) March 2014-Aug. 2017 Cleveland, OHSystem Technician I/Desktop Support TechnicianWorked independently and as a team to provide desktop support for over 250 employeesManaged hardware, software, and device set-up and support on Mac iOS and Windows platformsUtilized Bomgar for remote desktop managementTroubleshot IBM software on Mac, Windows, and iOS platformsAdministered Active Directory and Office 365 accountsManaged various account management tools to maintain user accounts and accessUtilized DeployStudio for creating Mac iOS imagesUsed JIRA ticketing system to process, prioritize, and assign all incoming internal and external company and user support requestsDeployed, encrypted, and maintained all company-issued user machines in compliance with security and HIPAA policiesCreated and distributed step-by-step documentation for both end-users and colleagues using ConfluenceInstalled, maintained, and troubleshoot Cisco VPN accessCompletes setup of new extensions and voicemail |
