Philip Gergen

Design, Implement, and Support Infrastructure projects. Projects include: Telecom IP call center design Migration to Avaya from Avaya/Mitel call center Multi domain exchange migration Internal Cloud storage architecture Cisco Wireless multi site standardization Secure BYOD deployment including iPhone, Android, Windows Phone, and Blackberry devices Support Environments: Cisco network equipment VMware Infrastructure farm Windows Server environment EMC SAN storage Including NFS and Fiber connectivity External and Internal Cloud storage Avaya Communications Manager

I created a new department for our organization. It is an Oracle functional service desk. This team handles support for Oracle issues that are functional, and is a central point for managing and distributing issues with our new Oracle implementation. I designed this new department based on anticipated needs. I created all of the incident flows and technician groups. I outsourced an additional team for after-hours support and 3rd level support when needed. While doing this I managed our traditional service desk and desktop services team. This included all level 1 and 2 support for all of North America for our division, along with legacy support for our AS400 and Windows infrastructure teams that have not been transitioned to our new processes yet.

I managed two sites, and consolidated three other sites into the ones I managed. I managed all of the infrastructure team and service desk team. I also managed the support of our AS400. My team was able to bring all functions from the other sites and integrate them into the existing sites without loss of service to our internal customers, or loss of service to our external customers. During the consolidations, we increased our infrastructure presence twofold to accommodate the new needs. I was also able to keep helpdesk support SLA’s during all of the transitions. One of my larger projects was to implement a paperless solution throughout our office and factory. We were able to integrate processes prior to actual site closure though this system.

Manage an IT department for a site that has over 250 PC and Mac users.

I soley supported an site of over 200 PC, Macs, and Servers.

Support over 150 PC and Mac Users