Experience

Clarivate, Philadelphia, PA

Infrastructure Engineer

August 2022 – January 2025

  • Led enterprise-wide transformation by migrating a global workforce of 12,000+ users to Zscaler, enhancing network security, and reducing reliance on legacy Cisco VPN by 30%.
  • Spearheaded the optimization of Mac imaging and maintenance by refining JAMF workflows, reducing imaging time by 25%, and creating scalable documentation for future deployments.
  • Directed the deployment of CyberArk local admin rights in partnership with InfoSec, improving system compliance and reducing security risks through role-based access controls.
  • Forecasted IT requirements for leadership, delivering budget recommendations for compute, storage, licensing, and bandwidth needs to align with growth projections.
  • Managed over 200+ monthly infrastructure-related ServiceNow tickets, improving resolution times by 15% for Exchange, SharePoint, and data loss prevention issues.
  • Oversaw global Microsoft Teams AV room implementation, managing vendor relationships and ensuring project delivery within deadlines and budget.

Clarivate, Philadelphia, PA

Senior Desktop Support Specialist

October 2018 – July 2022

  • Provided frontline technical support to end-users, troubleshooting hardware, software, and network-related issues to ensure minimal downtime and optimal productivity.
  • Managed IT system maintenance, including patching, antivirus management, and hardware upgrades for 5,000+ endpoints, achieving 98% compliance with IT security policies.
  • Improved service desk efficiency by implementing a new ticketing system, reducing resolution times by 25% and increasing user satisfaction scores by 30%.
  • Created and maintained detailed IT documentation, standard operating procedures, and knowledge base articles to streamline troubleshooting and enhance team efficiency.
  • Supported remote and hybrid workforce initiatives by deploying and maintaining secure remote access solutions, improving remote user productivity by 30%.
  • Collaborated with cross-functional teams to implement IT solutions, improve workflows, and ensure adherence to best practices for enterprise-wide technology use.

Dunkin’ Brands, South Jersey, NJ

District Operations Manager

January 2009 – August 2018

  • Directed operations for 10 locations with annual sales of $4.2M–$12M, improving operational efficiency and driving 20% increases in customer satisfaction.
  • Mentored and developed 150+ employees, achieving a 15% increase in retention through effective training programs and engagement strategies.
  • Led multiple new store openings, coordinating staffing, technology integration, and operational readiness for successful launches.
  • Promoted through five roles over eight years, demonstrating exceptional leadership and commitment to operational excellence.

Key Projects

  • SCCM to Intune Migration Proposal: Proposed and architected a roadmap to transition from SCCM to Intune, outlining benefits such as enhanced automation, streamlined endpoint management, and reduced reliance on legacy systems.
  • MS Teams Room Implementation: Directed global AV room setup across 50+ locations, ensuring seamless integration of video conferencing hardware and software solutions.
  • Zscaler Deployment: Migrated 12,000+ users to Zscaler’s secure web gateway, reinforcing a Zero Trust model and achieving 30% reduction in VPN dependency.
  • ServiceNow Ticketing Overhaul: Implemented a new ticketing system, optimizing workflows and reducing average resolution times by 25%.
  • Personal Project: Implemented Unify Ubiquiti hardware and software experience. Network configuration, maintenance, and management.
  • Personal SMTP Server: Implemented my personal SMTP server for custom Mail services.