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• Collaborated in the conversion from VMWare Horizon to Citrix Workspace. Managed user testing and final deployment • Managed the upkeep and health of 10 critical servers that contained patient data and VOIP system • Collaborated with Development Team to implement new Brightree HME cloud server and managed the EDNA fax server solution to replace aging Noble Direct HME software • Managed and designed a Deployment Server to provision 200 plus Dell Latitude laptops with Windows 10 in 3 months for our Work from Home Initiative. This earned me the Home Office Hero Award. • Collaborated with department heads in the acquisition of 5 DME companies o Managed, assessed and the retrieval and upgrade of all IT equipment o Teamed with Development Team with the migration of PHI Data o Reviewed the IT infrastructure and negotiated the current contracts with ISP vendors • Took inventory and evaluated all IT equipment from existing remote sites and created a business plan to upgrade essential equipment (Monitors and computers) • Collaborated with department heads on the pre assessment of ISO 27001 certification along with HIPPA regulations • Interviewed, hired and mentored 2 team members and overseas supporters to meet the needs of the users • Monitored, reviewed, advised and maintained quality control and assurance of incoming tickets. • Point of contact when escalating to management for Level 2 issues, this ranges from customer support to server support, identified most common issues and documented resolutions to be reviewed with team. • Created and implemented IT Disaster Recovery and Business Continuity plan, including single point of failures • Proactively managed day to day operations of services including maintaining continuous availability and improvement around the management of our user environment • Created documentation to support all implementations of hardware and software • Managed IT vendor relationships and negotiated related contracts • Created and administered 0365 accounts, incorporating MFA and using Intune to secure access from mobile devices • Created AD accounts and file access levels for onboarding and offboarding

• Supported VMs within the bank’s infrastructure • Managed and updated Group Policy Objects • Evaluated and reviewed Microsoft MDT for helpdesk team

• Worked with Helpdesk Manager to build, organize, support and deploy more than 300 desktop computers to the new location • Designed and documented the MDT deployment server for Jamaica and Florida office • Managed the testing of new equipment to be introduced into the production environment • Operated and updated the overall health of the Symantec Endpoint Encryption Server • Collaborated on designing the helpdesk structure at the new location • Mentored and influenced other Helpdesk Engineers on troubleshooting computer issues and end user relationship skills

• Responsible for hardware recommendations and testing of equipment • Organized the installation and maintenance of Kaspersky Anti-Virus to over 200 computers • Managed Xerox service contracts, technical installations, configurations and model upgrades for each department • Mentored and advised others on new technology and services • Reviewed and updated Windows 7 image to be deployed • Spearheaded the creation of a knowledge base of technical issues with a final resolution and efficiency in mind • Maintained IT inventory and supplies

• Maintained server environment o Created and managed VM images to be deployed to virtual environment o Installed VM Sphere 4.0 on Dell Precision servers o Modified settings and set IP to new Virtual Machines • Projects completed o Upgraded Lotus Notes email client to over 1,000 Dell laptops and desktops o Deployed Checkpoint Endpoint Encryption Agent to over 1,000 Dell laptops o Upgraded Windows XP Professional to Windows 7 Enterprise, migrated user data using Windows Easy Transfer o Rolled out Mozy Enterprise Backup Agent to all executives and remote employees for emergency backup use o Coordinated with developers on the installation and configuration of Visual Studio and SQL • Maintained network infrastructure o Performed cable maintenance in IDF network closet o Maintained all computers to be compliant with Network Access Control o Investigated wireless access point interferences o Troubleshooted ForeScout security issues that had no internet access o Worked with others in resolving helpdesk tickets that dealt with complicated issues o Led other technicians in resolving complicated software and hardware issues o Created detailed manuals for provisioning and troubleshooting documentation o Designed Windows XP Sysprep images for Dell CFI o Configured Android and IOS devices for Exchange Email service

• Performed continuous gauntlet tests between Windows XP and Vista to ensure programs were transferred successfully using Windows Easy Transfer Companion • Captured test errors and migration results from gauntlet tests to assist developers in debugging error codes • Tracked Application Definition IDs for each application and version that were successfully migrated using Windows Easy Transfer Companion • Reviewed application compatibility between Windows XP and Vista • Researched and created new pre-installation Vista images using Microsoft’s Windows System Image Manager • Consulted with sales engineering and software development teams in simulated Microsoft and Citrix server environments duplicating systems or images to resolve customer issues and product deficiencies

• Supervised 2 Technical Analysts in resolving unexpected downtime and identified root causes and solutions • Monitored network activity and identified security risks within the site • Developed strategies to mitigate failures and implemented measures to maintain production • Led and supported several Pharmacy software upgrades o Managed the implementation of SAP within the Pharmacy, working with the technical and business managers to meet their objectives o Coordinated with the database administrator to upgrade and relieve CPU utilization to increase the number of orders fulfilled o Assisted in the Automed Software upgrade to create a standard that encompassed all seven Pharmacies • Maintained 20 Dell servers operating on Windows 2000 Server o Verified that security patches were properly installed on servers and workstations o Managed user profiles and permissions within Active Directory o Ensured that all critical applications were functioning prior to daily operation • Created standard operating procedures o Defined protocol to power–down and power–up the Data Center during hurricane season o Developed procedures to manually backup the Multi–User Voice Recorder and installed software on wireless handheld devices