IT Manager
MacStadium
Atlanta, GA
August 2022 – Present
I am the IT Manager for MacStadium. Even though I am the manger for the corporate IT department I am frequently consulting with the data center operations team, product team, and product developers on new technologies and tasks. I was instrumental in helping to setup a new product offering partnering with Citrix. I helped train internal teams on its use and infrastructure to begin development of a custom product. I managed remote teams all over the US and in Dublin. I worked closely with the ITSec team to implement new policies and controls across all sectors of the company. While there I not only performed normal IT Manager tasks but I also participated in doing research and root cause analysis for several major issues impacting client operations. Using my etensive knowledge of Apple and the Apple eco system, I regained control of lost accounts with Apple Business Manager. I streamlined management of all end user client Macs using Jamf and other MDM softwares. Even though the corporate office wasn't open 24x7 I often provided around the clock support, especially to our Dublin team. While performing my normal duties I discovered major security holes in some of the operations teams internal practices and thoroughly documented them so together with the ITSec team we could clean those up to make us safer as an organization and to also protect our client data.
Big Nerd Ranch
IT Manager, IT Security, Business Continuity, Support at all levels
Atlanta GA.
June 2015 - April 2022
In my time at Big Nerd Ranch I have written the entire IT Policy Framework which governs and guides the day to day IT operations. I identified and created policies to handle Business Continuity and Security Incident Tracking and Reporting. I instituted a company wide inventory tracking system for all major IT assets and audited our many cloud platforms (around three dozen now) and in over two years I cut out nearly 200k in overspending and waste. I replaced our entire network and wi-fi infrastructure to a more enterprise level solution allowing for better connectivity while in the office. I have implemented new programs leveraging new technologies to make our business more and more remote friendly for out of state workers and contractors while maintaining a high level of security. I also began performing twice yearly company wide training on security and technology challenges our company. In addition to writing all our IT Policies, Security Procedures, and training/awareness I also frequently consult to meet the security requirements of some of our more security minded clients, including Apple and the US Navy. I also setup BNR's first ever ticketing system to help track trouble requests, loaner device pools, security alerts, also a little bit of change management. I most recently started an IT Steering Committee, to better give voice to user concerns and also help push major IT initiatives. Reported directly to COO and CEO for planning future IT initiatives.
The Network Inc.
Senior Help Desk / Senior IT Analyst
Norcross GA.
June 2012 - April 2015
When I first arrived at the Network I was surprised that a company of more than 500 employees were still running mostly Windows XP. The window for continued support from Microsoft for XP was quickly coming to a close. The Network dealt with HR issues and whistle blower hotlines for major Fortune 500 companies including large banks. While our network and server infrastructure were plenty secure, our end user machines were sorely lacking. Despite being connected to a windows Domain there had been little to no utilization of domain policies to ensure a minimum of security. My first task was to standardize hardware depending on user role. I also designed and developed methodologies to quickly mass deploy new desktops and laptops. Before it was taking half a day to setup and configure a single computer for a user. By the time I was done I increased that to being able to deploy 30 computers a day. I also built all new windows policies in the domain to ensure better and easier mass software deployments and OS Patching. Being a former Apple tech I was even able to bring their creative department and their macs in line with the domain for user identity management. I took security standards forward by building their first corporate network encryption protocols for their sales team ensuring all data on laptops stayed under control. I built and maintained print servers, standardized a naming convention for IT assets that allowed for better tracking and cost management as well as taught the rest of the help desk staff how to be more proactive instead of reactive reducing time to resolve on help desk tickets. The largest project I undertook was management of the Source Gear implementation. Source Gear was how they managed their digital assets for their core service they offered to clients. Resources were constantly being "lost" and no one really knew just how it operated on the backend. When the decision was made to upgrade the server I took it upon myself to learn the system and I found out very quickly that because of inadequate training users were actively deleting our digital assets and not realizing it. Being able to correct this oversite meant that our teams weren't having to recreate tools and assets constantly and by having that accountability our time to deploy customer solutions dropped significantly.
The Kellen Company
Help Desk / IT Specialist / IT Project Management
Atlanta GA.
June 2007 - June 2012
Help Desk/IT Specialist/Project Management/Digital Signage Specialist at- The Kellen Company, Atlanta June 2007 — June 2012 • Provided Tier 1 & Tier 2 Technical support and training to internal and external clients. • Identify, correct and advise on operational issues in client computer systems. • Answer incoming phone calls to quickly resolve user problem. • Configure and deploy new desktops and laptops into network. • Configure software to connect to Internet application servers. • User education on software use in compliance with company policy. • Report weekly on Association use of IT Help Desk resources. • Assisted with the support of 500 workstations in Washington DC, New York, Tuscon, Atlanta, Beijing, the Middle East, and Brussels through remote desktop and VPN access. • Lead project to update and modify existing presentation systems in corporate board rooms. • Assist with the support of 12 Windows Servers. • Design and implement library management system for corporate library. • Design and implement a digital signage network for corporate lobbies. • Recommend and perform upgrades on systems to ensure longevity. • Assist with writing documentation for internal IT company policies. • Log and keep records of customer and employee queries. • Identifies customer technical issues for escalation of immediate on-site technical support. • Rapidly establish a good working relationship with other professionals and customers in order to resolve technical problems
Onyx Consulting
IT Consultant / Certified Apple Tech
Atlanta GA
January 2005 — June 2007
Provided Tier 1 to Tier 3 technical support and training to customers. • Responsible for ongoing desktop and network support for clients. • Troubleshooting Network and Remote Access connectivity. • Prioritized and resolved multiple service requests on daily basis. • Providing comprehensive plans and groundwork for business network upgrades and migrations. • Helped to build business by consulting with new and prospective clients fully documenting all service provided for clients. • Repaired Hardware and Software problems on most Mac systems including G3s, G4s, G5s, Intel Duo Cores, iMacs, Mac Minis, Powerbook G4s, iBooks, MacBook Pros, and Mac Books. • OSX Server Administration and Installation. • Windows Server administration and installation. • Software and Systems used on daily basis: Windows98 thru Windows Vista, Windows Server Apple Hardware and Software Certified • List of major clients for which I was the primary consultant/technician: Cingular Wireless, Decatur City Schools, Kaiser Permenente, Global Destiny Ministries.