Experience

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10/2022 - 1/2024

I provided general IT support (help desk, printers, etc) and application-specific support (Astea Alliance management, maintenance, support and customization) to a small group of clients including APi Group and Rhode Island Resource Recovery Corp.

IT Systems Analyst/IT Manager

1/2017 - 10/2022

In addition to being the manager of a small IT department, I was the project manager and lead technical member of the team responsible for implementing Astea Alliance - a field service application platform. 

My responsibilities included managing two team members, two long-term consultants, and various hardware and software vendors. 

I built, maintained, and iterated a custom IT Help Desk ticketing system - this included user submission, IT management/assignment/categorization of tickets, and metrics surrounding the resolution of tickets.

I designed and built countless SSRS reports and dashboards for a variety of audiences - executives, managers, customer care representatives, and field service technicians.

With my team, I maintained, upgraded, and expanded corporate (SharePoint 2010 > 2013 > 2016) intranet. This included departmental sites/subsites, permissions, branding, workflows, InfoPath forms, and various integrations (Teams, Outlook, SSRS, external data [BCS] connections).

1/2015 - 1/2017

I provided application and network support to a small stable of clients including Bigbelly, Electronic Environments Corp (now Energy Systems), and SchoolWorks. This included project-based work around application upgrades and maintenance, as well as break/fix helpdesk-type support across various platforms - Dynamics SL and CRM, SSRS, desktop support, SharePoint, Salesforce, and some proprietary applications.

Professional Services Team

11/2011 - 1/2015

After I was laid off from my previous position, the company was acquired and re-branded as One Vision; I was rehired and this position was basically the same as my previous position, just under new management. 

I continued supporting clients' Salesforce, SharePoint, and SSRS needs.

My primary client was Electronic Environments Corp - which eventually became my primary (independent) consulting client, and later my next full-time employer.

Systems Engineer

1/2008 - 7/2011

Originally hired to manage internal IT (software and hardware) for a small Microsoft Gold Certified Partner, I eventually moved to the consulting team where I provided traditional break/fix IT support. In short order, I began providing enterprise applications support - Microsoft Dynamics CRM (3.0, 4.0, and 2011) and Microsoft SharePoint (2003, 2007, and 2010).

Some of my clients included Rounder Records, Partners Healthcare (Massachusetts General Hospital - Department of Anesthesia, Critical Care and Pain Medicine), Lightower Fiber Networks (now Crown Castle), and Bridgewater Associates.

Network Administrator

1/2003 - 1/2008

I joined the company as a temporary consultant, focusing on rewriting custom-built reports in Crystal Reports in support of a new ERP (Sage MAS500) rollout. This grew into wider desktop and server support, upgrades, and IT roadmapping efforts; within a few years, this became de facto IT Manager (although I did not have that specific title - no one did) reporting to the Vice President of Operations.