Monitored content delivery networks worldwide using proprietary and 3rd party monitoring tools to ensure uptime and managed ticketing system and incident escalation. Liaised with sales account managers to ensure contractual SLAs were being met and validated client satisfaction

Hired as ambassador for post-acquisition integration activities in a newly created role. Promoted to Head of Global Help Desk and managed teams across NA, Europe, and Asia. Developed 24/7 support model leveraging offshore teams for infrastructure problem resolution utilizing ITIL and ITSM disciplines. Led massive office consolidation effort to merge three existing Boston office spaces into a new, fourth location. Transitioned IT from a cost prohibitive service department to a business unit creating revenue through consulting services. Show less

Joined the firm at a critical time when they were plagued by frequent and severe outages. Oversaw complete restructure of infrastructure, personnel and vendors. Managed personnel, consultants, IT budget and project portolio. Negotiated vendor contracts, promoting fiscal responsibility and cost savings. Formalized security policies, escalation procedures, HW standards, and operating system images to achieve uniformity. Redefined operational excellence to restore credibility and regain stakeholder trust. Show less

* Troubleshoot & resolved desktop issues for the 300 FMR investment professionals in a fast paced environment. * Deployed & trained fund managers, traders & analysts on proprietary suite of PC & Web based applications. * Trained users on & provided support for all market data applications. * Implemented Windows NT standard Operating Environment which also led to the migration of Windows 95/98 to NT 4.0. * Created & supported user level accounts for highly confidential UNIX databases. * Administered NT domain network accounts. * Assisted with Novell to NT client-end upgrades & Y2K desktop/OS & application readiness.

* Performed all phases of network, desktop, & PBX support in a wide array of windows environments. * Implemented network installs & relocations for new/existing clients in Boston, MA & Tri-State region. * Engineered & executed network go-live implementations of new clients & building relocations of existing clients. * Assisted with design & implementation of a DR/BCP site for 3 Boston based hedge funds. * Configured & installed domain controllers, Exchange, file, printer & Citrix servers. * Installed Wi-Fi home office networks with Pt-Pt T1’s & Cisco PIX firewalls for Sr executives & partners. * Coordinated & implemented upgrades of all market vendor services. * Configured & deployed Cisco Layer two, Layer three switches as well as routers. Performed IP cut-overs to new class C subnets * Administered Intuity Audix voicemail/Definity PBX systems for all clients & extended circuits. * Configured VPN tunnels with Intel Netstructure Firewall & Cisco VPN Concentrator & Client software.

Trusted advisor to CIO, senior executives, and key stakeholders. Manageded cross-functional technical teams with challenging goals while fostering team chemistry, transparency, and inclusion. Decision maker on strategy road map, strengthening security posture, and delivering white glove service to world renowned investment professionals. Co-chaired steering committee directed at executives to define technology goals, challenges, and threat security landscape. Strengthened vulnerability management program and fostered an environment focused on relentless security improvement. Championed SVB post acquisition activities to support business objectives and plans. Show less

* Supervised, trained, & evaluated a team of nine soldiers. * Directed utilization of personnel & equipment, in overseas operations with high degree of accountability. * Completed a successful 3 year tour & was honorably discharged.