Jan 2015 – Present · 11 yrs 3 mos · New York, United States · On-site

• Freemason
• Anchor-Astoria 729
• Lessing 608
• Queensboro 892

Aug 2014 – Apr 2023 · 8 yrs 8 mos · Greater New York City Area · On-site

• Led IT operations for a 120-user enterprise in a regulated, unionized environment—driving infrastructure modernization, digital transformation, and enterprise-wide service excellence. Directed IT strategy, budgeting, vendor partnerships, team development, and compliance to build a secure, scalable tech foundation aligned with long-term growth.
• Key Achievements:
• 🧭 Strategic Leadership & Execution
• Oversaw infrastructure, service desk, and enterprise projects. Led vendor negotiations, streamlined budgets, and built high-performing technical teams—aligning initiatives with executive vision and regulatory standards.
• 📈 Automation & Efficiency Gains
• Deployed automation workflows and self-service platforms that cut ticket volume by 40%, increased support capacity, and accelerated resolution—boosting enterprise-wide productivity and user satisfaction.
• 📚 Knowledge Management Overhaul
• Developed a centralized documentation hub—cutting resolution times by 60%, improving onboarding, and standardizing IT practices across compliance, operations, and support.
• 📊 Training & Workforce Enablement
• Launched Microsoft 365 and systems training that improved digital adoption, empowered hybrid work, and proactively reduced support demand.
• ☁️ Cloud & Infrastructure Transformation
• Led Microsoft 365 migration, consolidated legacy Windows infrastructure, and managed 200+ endpoints—enhancing cybersecurity, system resilience, and IT agility.
• 🤝 Executive Partnership & Governance
• Collaborated with senior leadership, HR, and finance to align IT governance with audit readiness, risk management, and business continuity.
• 🛠️ Project Delivery & Escalation Management
• Owned full-lifecycle IT initiatives and served as final-tier escalation point—ensuring SLA compliance, uptime, and reliability for mission-critical systems.

Sep 2013 – Apr 2014 · 7 mos · Purchase, NY · On-site

• Delivered high-impact IT support for a fast-paced MSP serving hedge funds and financial firms with zero-downtime mandates. Resolved Tier 1–3 incidents in SLA-bound, high-stakes environments—supporting VIP users and safeguarding availability, cybersecurity, and business continuity. Trusted by C-level executives for white-glove service, technical precision, and rapid incident response.
• Routinely stepped into the Service Desk Supervisor role (~5% of tenure), leading overnight and holiday coverage. Managed critical escalations, coached junior technicians, and maintained operational continuity for trading desks and executive teams—where downtime was not an option.
• Played a key role in systems modernization by supporting the migration from a proprietary help desk to Jira. This upgrade enhanced SLA compliance, issue lifecycle visibility, and ITIL-based workflow coordination across support teams.
• Consistently ranked among the top 1–3 technicians for resolution speed. Regularly recognized by clients and internal stakeholders for discretion, professionalism, and fast, effective endpoint troubleshooting in high-pressure scenarios.
• Key Highlights:
• 🧭 Leadership Under Pressure
• Filled in as acting Service Desk Supervisor—led escalations and stabilized operations during critical coverage gaps.
• ⚡ VIP & Executive Support
• Delivered SLA-driven, high-urgency support to hedge fund executives and high-priority users in regulated environments.
• 🔧 System & Workflow Optimization
• Supported Jira migration—streamlined ITIL workflows, improved SLA tracking, and enhanced technician efficiency.
• 🏆 Top Performance & Client Trust
• Ranked top 1–3 for resolution speed; consistently praised by executives for reliability, clarity, and elite-level service.

Feb 2009 – Present · 17 yrs 2 mos · On-site

• Founded and led a solo IT consulting firm serving residential and small business clients with secure, scalable technology solutions—delivering full-lifecycle engagements and building long-term client success while concurrently advancing in enterprise IT leadership.
• Key Achievements:
• 🖥️ Technical Support & Remediation
• Delivered remote and onsite support across Windows environments, including endpoint troubleshooting, malware remediation, OS deployments, and system imaging.
• 🌐 SOHO Network Design
• Designed and secured small office/home office networks with encrypted Wi-Fi, firewall/router configuration, printer integration, and user access control.
• 🧩 Full-Service Delivery Lifecycle
• Led end-to-end consulting engagements: needs assessment, technical scoping, solution implementation, SOP development, invoicing, and post-support client engagement.
• ☁️ Productivity & Continuity
• Enabled business continuity through Microsoft 365, Google Drive, OneDrive, and other cloud productivity platforms.
• 📘 Self-Service Enablement
• Created repeatable SOPs and self-service guides to reduce support volume and empower client independence.
• 🤝 Client Retention & Growth
• Supported 50+ clients with a 90%+ retention rate and steady referral-driven growth.
• 📄 Strategic Consulting & Compliance
• Maintained the LLC for compliant contracting and part-time consulting, while focusing full-time on enterprise IT strategy, infrastructure modernization, and operations leadership.

Jan 2006 – Jan 2013 · 7 yrs · Queens, New York, United States · On-site

• Delivered strategic IT consulting and full-stack infrastructure management to 50+ small and midsize business clients across finance, legal, manufacturing, and professional services. Operated as a trusted solo advisor—leading infrastructure projects, securing remote operations, and aligning IT systems with evolving business needs. Owned every phase of the IT lifecycle, from systems architecture and vendor coordination to documentation, compliance, and user enablement.
• Key Highlights:
• 🧭 Strategic IT Ownership for SMBs
• Acted as a fractional IT Director—advising business owners on infrastructure, risk mitigation, cybersecurity, and growth-aligned IT planning.
• ⚙️ End-to-End Infrastructure Management
• Engineered and deployed complete environments including networking, virtualization, backups, and endpoint security—achieving 99.9% uptime across client sites.
• 💼 Executive-Level Trust & Autonomy
• Worked independently on-site, resolving escalations and making architecture-level decisions. Built lasting client trust through reliability, speed, and strategic insight.
• 🔐 Remote Access & Continuity Solutions
• Implemented secure remote access and continuity plans—ensuring uptime and resilience across distributed teams and office locations.
• 📈 Documentation & User Enablement
• Standardized SOPs and training programs that improved onboarding, increased adoption, and reduced ticket volume by up to 30%.
• 🔧 Technical Stack Leadership
• Managed Windows Server, AD, desktop virtualization, cloud services, and network infrastructure with a focus on optimization and reliability.
• 🤝 Vendor & Project Coordination
• Orchestrated infrastructure upgrades and vendor partnerships across 10+ concurrent environments—balancing budget, compliance, and performance.