Major Incident Manager at Intercontinental Exchange (2018-08 – Present)
- Led incident response efforts to ensure timely resolution of operational disruptions.
- Coordinated cross-functional teams to investigate and mitigate recurring issues.
- Trained staff on incident management protocols and best practices for efficiency.
- Handled high-priority incidents with exceptional poise and composure, making quick decisions in effort to reduce overall impact.
- Managed emergency changes for break/fix incidents.
- Coordinated and maintained normal production changes including obtaining business approvals.
Computer Operations Supervisor/Help Desk Supervisor at Florida Health Care Plans (2007-02 – 2018-08)
- Supervised Computer Operations and Help Desk departments, overseeing staff, resources, workflows, and technical support operations.
- Managed Help Desk resources and service delivery to consistently meet Service Level Agreement (SLA) requirements.
- Coordinated technical support and Help Desk resources for office moves, new office openings, system repairs, and infrastructure changes.
- Managed technical support operations for multiple remote locations, ensuring timely resolution of incidents and service requests.
- Managed IBM Power Series backup operations and IBM TSM tape rotation processes to ensure data protection and recoverability.
- Coordinated Power Series disaster recovery planning, procedures, and operational readiness.
- Managed technology purchasing and vendor coordination for hardware, software, and IT services.
- Administered secure file transmission of healthcare data between the organization and multiple vendors and trading partners, including CMS.
- Ensured secure and reliable exchange of sensitive healthcare files in accordance with organizational security requirements.
PC/Network Support Specialist at SeraCare Life Sciences (2006-09 – 2007-01)
- Provided technical support for two Massachusetts locations and a distributed outside sales team.
- Created and administered user accounts within a Windows NT network environment and Exchange 5.5 email system.
- Managed data backup and recovery operations to support system availability and business continuity.
- Imaged, configured, and deployed new computer systems and hardware.
- Configured, deployed, and supported BlackBerry mobile devices for users.
- Performed server upgrades, system maintenance, and related infrastructure support.
- Troubleshot hardware, software, network, and email issues to minimize user downtime.
Helpdesk/Tech support at Massachusetts Department of Youth Services (2005-06 – 2006-09)
- Provided technical support for 13 WAN locations and more than 30 remote DSL/cable sites through remote assistance and on-site support.
- Administered Microsoft Active Directory, including user accounts, security groups, and Group Policy.
- Configured, deployed, and supported BlackBerry mobile devices for employees.
- Researched and implemented a remote administration solution for 30 offline sites, reducing travel requirements and improving response times for remote users.
- Managed the statewide deployment of approximately 500 PCs, including creation and deployment of standardized system images using Norton Ghost.
- Planned and executed agency-wide server hardware and software upgrades to improve system performance, reliability, and supportability.
- Provided troubleshooting and technical support across distributed network environments, minimizing downtime and maintaining user productivity.
Hardware Technician at CBE Technologies (2000-05 – 2005-06)
- Provided technical support across 13 WAN locations and 30+ remote DSL/cable sites through remote administration and on-site support.
- Administered Microsoft Active Directory, including user accounts, security groups, and Group Policy management.
- Configured, deployed, and supported BlackBerry mobile devices for employees across multiple locations.
- Researched and implemented a remote administration solution for 30 offline sites, reducing travel requirements and improving technical response times.
- Managed the statewide deployment of 500+ PCs, including standardized system imaging and deployment using Norton Ghost.
- Planned and executed agency-wide server hardware and software upgrades, improving infrastructure reliability and performance.
- Diagnosed and resolved hardware, software, network, and connectivity issues across a distributed enterprise environment.
