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Work experience

Oct 2009Aug 2010

Technical Support Manager

Taylorworks Inc.

Maintained customer relationships and managed support contracts.Worked directly with customers on technical issues involving Windows Server, Exchange, networks including Cisco and Sonicwall configurations.Implemented projects involving server conversions to Windows Server 2008 and Exchange 2007 and network upgrades.

  • Maintained Windows Server 2008, 2003 and Exchange environments.
  • Utilized Connectwise and Zenith Managed Services in monitoring and maintaining customer environments.
  • Provided and enacted VMWare virtual solutions to clients saving them $1,000’s in equipment costs.
  • Converted existing Windows 2003 and 2008 servers into virtual servers.
  • Implemented Windows Server 2008 conversions including Exchange, SQL and specialized software solutions.
  • Enacted disaster recovery solutions including onsite/offsite BDR virtualization solutions.Designed and implemented disaster recovery plans and solutions.
  • Provided troubleshooting support for environments including Windows Server 2008, Server 2003, XP, Vista, Mac OSX, Exchange, SQL and networks including Cisco, HP, Netgear and Sonicwall equipment.
Nov 2003Oct 2009

General Manager/Owner

Philmo Enterprises Inc.

Created and operated a technical support and consulting company.Provided outsourced computer, networking and consulting support to small business and residential customers.Provided direct customer technical and consulting support for PCs, networks (including Sonicwall & Cisco), VoIP, Windows Server and Exchange.Developed the business into a 5 person organization.

  • Administered all aspects of a small business for six years including sales, marketing, finance and field service work.Structured the company to solve problems in multiple small businesses, saving $1,000,000’s in lost employee productivity and data.
  • Designed, planned and built a multi-site store IT plan with interconnected POS systems and a Web store interface.
  • Implemented Windows Server 2003 and 2003 SBE included Exchange, SQL and specialized software solutions.
  • Developed and enacted VOiP solutions for both Avaya and 3CX systems.System implementation included branch office and remote user implementations.
  • Designed and built networks for business clients including firewalls, routers and switches.Implementations included Cisco & Sonicwall firewalls with Cisco, Netgear or HP switches and appliance servers including Spam Firewalls.
  • Provided troubleshooting support for environments including Windows Server 2000, Server 2003, XP, Vista, Mac OSX, Exchange, SQL and networks including Cisco, HP, Netgear and Sonicwall equipment.
  • Enacted disaster recovery solutions including off-site tape/disk storage, online storage and backup procedures in a large number of environments.
Jul 1999Oct 2003

MIS Manager

MetLife - Benefit Services Corp.

Managed all IT Operation for a 300-person environment including budgeting, developing and maintaining policies and procedures plus the hiring and evaluation of all operational staff. Supported mid-range systems, Windows servers, WAN/LAN, Telecommunications, desktop systems and disaster recovery in a multi-site environment.

  • Managed all aspects of technical operations for a 300 person MetLife facility by coaching a team of 6 technicians and administering a budget of $1.2M.Result: Turned around a floundering department.
  • Developed and managed a project to move 60 employees to a new facility by incorporating technology that allowed the seamless work in the same environment from a completely different facility. Results: Completed the $2M project on time and on budget with no loss of productivity.
  • Maintained and modified a disaster recovery plan as changes to the environment and problems encountered during testing required modifications to the plan. Results:Insured the $30M division would be functional within a 24 hour period after a disaster.
  • Implemented a restructuring of a helpdesk that included increased coverage hours, ticket tracking system, knowledgebase, monitoring, controls, procedures and service standards.Results: a 24% increase in customer satisfaction and a 60% decrease in service call times.
Jun 1997Jul 1999

Manager, Systems and Communications

MetLife - Benefit Services Corp.

Led a team in the maintenance of and support of an environment composed of a VMS cluster composed of four Alpha and five VAX units, SAN storage, a 300-user NT 4.0 and Lotus Notes 4.x email and application environment on an interconnected WAN environment.

  • Planned and initiated redundancy changes that improved the accessibility of primary systems to 99.999%. Results: Increased employee productivity by over 15%.
  • Led a team in developing, implementing and administering a disaster recovery plan which included a hot site and a regular test plan.Results:Insured the $30M division would be functional within a 24 hour period after a disaster.
  • Analyzed and implemented a plan that consolidated phone lines and carriers.Results: A 30% cost savings to the company.
  • Designed and installed Radius security based VPN solution for both remote PC and terminal based access.
  • Managed aCisco based WAN environment to MetLife frame-relay connection and two other remote banking environments with T1 based connections.Configurations included backup T1 or multiplex connections.
  • Responsible for an Avaya Definity system that included 18 T1 lines, 2 sites, VOiP and 300+ users.
Aug 1993Jun 1997

Systems Manager

Convergent Media Systems

Managed an integrated network composed of OpenVMS VAX and Alpha units, a Novell 3.X network and a Pathworks network.Maintained a 150 person interconnected WAN environment across 5 locations.Oversaw system administration, change control administration and disaster recovery procedures.

  • Planned and managed all aspects of a major system migration to much faster and more reliable systems by coordinating efforts with programmers and software vendors to insure all applications and data were ready for the migration. Results:Improved application performance by over 100%, a 15% increase in user productivity.
  • Led a team in the development and implementation of IT change controls, data security and disaster recovery procedures.Results: Led to significant improvements in performance, reliability and monitoring of the environment.
  • Developed and managed the LAN, WAN and server implementation for 3 remote locations.Results:Provided interconnectivity between sites saving significant time and cost on communications, mail and travel.
Oct 1989Nov 1991

Systems Manager

Habitat for Humanity International

Managed an integrated network composed of OpenVMS VAX units and a Pathworks network.Maintained a 120 person facility.Oversaw system administration, database management and system integration and integrity.

  • Migrated a major database conversion from a home built unreliable software application to a robust, reliable and expandable Oracle based database. Results: Increased user productivity by 70+% and decreased database/system maintenance by 40+%.
  • Planned and implemented steps to improve data reliability through revised procedures, UPS, alarms, redundancy and backup policies.Results:Insured the company would be able to recover operations quickly after a disaster.



  Process Operations Improvement | Business Systems Planning | Customer Service & Support

An organized, goal oriented professional offering outstanding problem solving skills that consistently meets goals and objectives.  Proven leadership in systems management, process operations improvement, combined with a clear focus on customer service and support.  Energetic and self motivated leader that develops and implements strategic initiatives to maximize results.  Additional core competencies include:

·Project Management                                                      ·Problem Solving / Client Relations

·Systems Integrations / Optimization                           ·Disaster Preparedness

·Internal Controls / Quality Assurance                         ·Budget Administration / Forecasting

·Organizational Leadership                                           ·Business Administration


Jim Crandall

Personal reference

Henry Millonig

Former Systems Administrator at MetLife - Benefit Services Corp.  Directly supervised for 3 years.

Linda Cagle

Former Facilities Manager at MetLife - Benefit Services Corp.  Worked directly with her for 6 years.

Michael Morrell

Former VP of IT at MetLife - Benefit Services Corp.  Direct supervisor for 6 years.


Little Children of the World Board of Directors

Certified PADI Open Water Diver

Tae Kwon Do Black Belt

Business Writing Samples


Computer Expertise

Windows Server 2003, 2008 administration

OpenVMS 3 - 7.2 administration

Network LAN, WAN administration

Cisco, Sonicwall, Enterasys firewall, routers and switches

Exchange, Lotus Notes administration

Windows XP, Vista, 7, Max OSX support

Unix, Linux, Sun Solaris, OS/400 administration

Additional Training and Experience

Project Management



Employee Supervision


Lotus Notes
Supported a Lotus Notes facility.  Provided configuration changes, user updates and troubleshooting of environment.  Servers included Notes developed applications.
Setup multiple exchange servers for users.  Supported Exchange 2003 and 2007 environments.  Provided troubleshooting of environments.
Macintosh OSX
Supported Mac OSX workstations in a company environment.  Provided troubleshooting support.
Windows XP
Supported Windows XP workstations at multiple clients in domain structures.  Provided advanced troubleshooting support for workstations.
Windows 7
Supported Windows 7 workstations at multiple clients.  Added new workstations to domain environment.  Migrated user information to new Windows 7 machines.  Provided advanced troubleshooting support for workstations.
Cisco IOS
Maintained Cisco routers and provided IOS updates and configuration changes.
Managed OpenVMS clusters.  Interconnecting multiple machines in a SAN environment.
VMWare VSphere
Setup multiple ESXi servers and virtualized existing physical boxes to the servers for multiple clients.  Created new virtual servers.  Utilized VSphere server to manage environments.
Windows Server 2003
Managed small networks of 1-5 servers with Active Directory in domain structured environments for multiple clients.  Performed system troubleshooting and general user/system processes.
Windows Server 2008
Managed small networks of 1-5 servers with Active Directory in domain structured environments for multiple clients.  Performed system troubleshooting and general user/system processes.






Microsoft Certified Systems Administrator (MCSA)