ITSC Operations Manager
Performed duties that enhanced and increased the performance and output by some 15% over an 18 month period. Developed and honed process and procedures to ensure continued improvement and efficiency. Spearheaded several pilots leading to permanent adoption.
Center of Excellence (COE)
Performed script services for remote desktop administration in support of roll-out of all updates to the entire enterprise. This included upgrades to the Windows Standard Desktop Services (all windows products), patches to the operating systems for both bug fixes and IAVA (Security) updates. Provided tier 3 support and acted as an escalation point for administrators and engineers.
ITSC Trainers
Defined course material for new employees to the ITSC as well as produced and trained ITSC staff on new products/services introduced to the ITSC for the staff’s use. This included CBT, OJT and hard-copy material.
Desktop Virtualization
Providing technical assistance in the setup/configuration of Citrix farms. This includes technicians who are Citrix Certified.
Server Virtualization
Providing certified VMware specialist who provided the configuration/setup of virtual machines (servers) and the deployment of virtual environments throughout the enterprise.
WIFI Enabled Building
Providing Network engineers and technicians who define the design, install, configure, and test the hardware, along with producing the supporting documentation.
Telephony Support
Providing outside and inside cable plant engineers and technicians performing everything from basic telephony installation/configuration to SCADA equipment.
Database Architecture
Helped to design, develop, test and deploy the first Oracle Real Application Cluster (RAC) environment in the agency (Sept/2009) to support the entire ITSC. This architecture was later used as a model on how to define it for other organizations. The performance improved the ITSC efficient rating to over 99% while providing both performance enhancements to query response time and availability (zero database un-planned outages).
Knowledge Management
Lead effort to develop and standup a knowledge management system with articles written for technical staff as well as Self-Help articles for non-technical computer users. Lead effort to market the new Knowledge Management user interface. Developed feedback and suggestion avenues which were then translated into articles for future use.
Project Management
Lead various efforts to modernize the enterprise with new or upgraded software and hardware. Coordinating amongst multiple groups from Networks, to supply to technicians all while minimizing impact to the end user. Worked with Customer Relations team to ensure customer expectations were set and ultimately met. Efforts ranged from a few hundred servers to 60,000+ desktops.
EU@Support
We have several techs who work on the front end of EU2. They work with users profile issues, streaming apps issue, session and connectivity issues and general how to instruction to new customers.
Service Desk and Accounts Team
Orion has many System Administrators of all levels working on the Service Desk Teams. Customer service is one of the strongest features of our employees.
