IT Infrastructure, Operations, Security, and Business Continuity
Syd's experience with enterprise infrastructure gives him the ability to look across multiple disciplines to see the whole of the computing environment and not just the individual components, this allows him to achieve a high-level of stability and reliability. His 22 years of focusing on enterprise environments includes: network and systems engineering; data security; storage; configuration automation, monitoring and open source solutions for diverse industries including: health care; financial; energy; and telecommunications.
Management / Helpdesk Deployment / Business Analyst / Technical Writer
Professional business analyst with over 20 years of experience. Significant experience in Call Center Implementation. Seeking to help companies identify processes, improve workflow, control risk and improve customer satisfaction. Deployed two IT Help Desks and was a key player in the implementation of a single toll free number for the New York State Dept of Labor, increasing their first contact closure ratio from 14 to 74 percent. Developed several comprehensive knowledge bases. Extensive experience creating flow charts and SOP's. Served as liaison between IT and Business to provide technical and business solutions that meet the user needs. Extremely customer service focused.