Resume

Employment History

Trade Floor Support at Vitol

February 2020 – November 2023

Provided trade floor and back-office local/remote support to 500+ users at 15 domestic and international offices in the Americas region. Responsible for problem management and functioned as an L3 support contact for the local team. Escalated issues to infrastructure support teams. Collaborated with local and global colleagues on tickets, changes, and major incidents. Participated in monthly global technical meetings. Admin for AD, Exchange on-prem, File/Print, SCCM, Citrix, AirWatch, Apple DEP/ABM, Avaya, Cloud9, M365, Azure/Entra, and Intune. Handled imaging, deployments, new hires, leavers, visitors, moves, procurement, vendors, and hardware refreshes. Supported Network, Wi-Fi, VPN, Secure Print, and Mobile Devices. Traveled to remote offices in the US, Mexico, and Canada to provide IT support. Maintained Jira ticket queue and Confluence KB documentation. Processed new software approvals, change management, and packaging/firewall requests. Application support included Office Suite, Excel add-ins, ICE, Reuters/Eikon, Bloomberg, CME Group. Managed projects including a transition to PC Based Conference Rooms and a Citrix Farm user migration.

IT Consultant at New Order Systems

January 2003 – October 2023

Part time independent IT consultant/MSP providing IT support services to SMB clients in the Houston area. Technology areas have included Desktop, Peripherals, Server, Storage, Network, Wi-Fi, Cloud, Telephony, and Mobile Devices. Founded in 2003 as a sole proprietorship, I have managed all sales, support, scheduling, and billing. Support is usually offered using flexible evening/weekend scheduling and contractors as needed. Client industries have included Engineering, Oil & Gas, Industrial, Accounting, Electrical, Printing, Equestrian, Dental, Manufacturing, Legal, Transportation, Retail, and Technology. Projects have included office moves, startups, and M365 setup/migrations.

Regional Technology Manager at Sonic Automotive

February 2017 - February 2020

Managed the day-to-day IT operations and field support services across all technology disciplines for 2200+ Users at 42 locations in the Texas region. Maintained Remedy ticket queue, monitored KPI’s, and reviewed worklogs and surveys. Traveled to each location monthly to meet with business stakeholders. Directly responsible for all front-line support in Texas with 4 field support engineers provided by the MSP as direct reports. Functioned as a single point of contact for service delivery escalations and managed Incidents, Problems, and Changes (CAB). Led all related dealership IT activities, infrastructure refinements and other acquisitions/divestitures that were aligned with strategic goals and objectives of. Supported M365, Office, SCCM, Surface Tablets, AirWatch, iPhone/iPads, Wi-Fi, Networks, Printers, Credit Card Machines, Digital Signage, Cameras, Cisco VoIP. Automotive systems included ADP/CDK Global DMS, Manufacturer and Vendor Specific Apps, Websites, and Hardware. Managed projects including SD-WAN Migration, M365 Migrations and Training, and IT needs for dealership renovations.

Branch Support Engineer at Jefferies & Co.

May 2013 – February 2017

Contracted by FIS Global to function as the single point of contact for an Investment Banking and Trading firm with 125 users in the Houston and Dallas branch offices. Responsible for all Desktop, Server, Networking, Phones/Turret and Printers in each location. Part of the US and global team with centralized help desks, including some domestic/global remote support. Escalated items to engineering teams as needed. Supported AD, M365, SCCM, Office Apps, Virtual Data Rooms (VDR), MobileIron MDM, and Market Data Applications such as Bloomberg, Reuters, FactSet, and Capital IQ. Geoscience applications included Petra, Neuralog and DI Desktop. Managed projects for Windows 10 Migration, M365 Migration, ServiceNow Migration, XenDesktop VDI Rollout.

Service Desk Lead at IFCO Systems

February 2013 – May 2013

Contracted by Genuent Staffing to Houston based pallet company IFCO Systems as a Service Desk Lead with 2 direct reports. Supported 600+ users at 170 locations nationwide. Performed front line triage, queue management, and SLA monitoring using Track-It ITSM. Supported on-prem AD, Exchange, and Office. Escalated specific items to the Infrastructure and Application teams. Supported acquisitions and mergers and implemented a new Purchase Order process.

System Administrator at Afren Resources

December 2011 – September 2012

Contracted by local MSP Ergos Technology as the lead onsite engineer to global oil and gas firm Afren Resources. Supported 60 Users locally, as well as 300+ users in London, Africa, and Iraq. Directly responsible for all infrastructure and front-line support and functioned as interim Americas IT manager with 2 direct reports. Supported on-prem AD, Exchange, and Office. Interfaced with global IT teams on issues and changes. Projects managed included Citrix XenDesktop, Wi-Fi Calling with Shoretel Mobility, and PaperCut printer management.

Trade Floor Support at BP America

September 2007 to December 2011

Provided End User and Application support for North America Gas and Power trading operations.   Supported 1200+ users at 15 locations in the US and Canada. Applications supported included: ICE, CQG, Bloomberg, SAP, DTN ProphetX and any associated Excel Add-ins. Acted as the interface to various third-party suppliers providing market data feeds and other trader desktop applications. Worked with counterparts across the US, London, and Singapore on global initiatives and traveled to remote sites to provide IT support. Tools included Remedy ITSM and CMDB Asset Management. Supported on-prem Active Directory, Exchange, Networking, Cisco VoIP, Mobile Devices, IM Recording Audits, and DR/BCP Preparations/Events.

System Administrator at Pointsmith

May 2006 to September 2007

Managed Server/Network Administration and End User Support for a Point-of-Sale Marketing Firm.   Supported 50 users locally at a single location. Managed on-prem Active Directory, Exchange, SQL, Citrix, VMware, SharePoint, Web Servers, SAN Storage, Backups, Network, Firewall, and Telephony. Supported End User applications such as Office, Adobe, Quark on both Windows, and Mac platforms. Projects included implementing Barracuda Web Filter and Spam Filtering appliances. Deployed a blade server solution with RedHat and VMWare to reduce physical web servers.

System Administrator at Complete Solutions

May 2005 to May 2006

Provided Server/Network Administration and End User Support for an IT Support and Outsourcing Firm.  Supported 20 users locally at a single location. Managed Active Directory, Exchange, SQL, Virtual Server, SharePoint, Web Servers, Storage, Backups, Network, Firewall, and Telephony. Supported End User applications such as Office, Virtual PC, and Visual Studio in a Windows environment both onsite and in remote locations. Projects included building a Microsoft Virtual Server development environment and migration of a Checkpoint Firewall to Cisco PIX and configuring VPN services.

System Administrator at Sanders Morris Harris

February 2001 to March 2005

Managed Server/Network Administration and End User Support for an Investment Banking and Trading Firm.   Supported 300 users at 15 locations nationwide and some home offices. Managed Active Directory, Exchange, SQL, Blackberry, Web Servers, SAN Storage, Backups, Network, Firewall, Licensing, Telephony and Market Data apps such as Bloomberg, NYFIX, NASDAQ, and ILX/Reuters. Supported end user applications such as Office Market Data/Trading apps and back office on a Windows platform.    Traveled to remote sites to perform IT acquisition tasks, as well as provide regular IT support. Projects included a block level data replication rollout from remote offices, and a new office buildout with a trade floor move.

Certifications and Training

ITIL v3 Foundation, CommVault Administrator I, Microsoft MCSE 2003, Cisco CCNA