Joseph Musser

• Reviewed clients' overall applications and infrastructure estate, business priorities and success criteria to design transformation plans.
• Provided current Pega best practices and third-party solution alternatives when necessary.
• Monitored and tested Pega application performance to identify potential bottlenecks, develop solutions and collaborate with developers on solution implementation.
• Delivered modernization updates and deployment projects
• Collaborated with clients to determine project specifications and scope.
• Performed quality code review and removed technical debt and security vulnerabilities.

Local support for >300 user office & all related technical infrastructure.

• Network OS – Windows 2003 >2008 and 2008> 2012 (support & migrations).
• Enterprise Deployments – Slack, CrashPlan, Zoom, G-Suite Apps (admin support & migrations).
• Desktop OS & Mobile – Windows 7/10, Apple OSX, Chrome OS. iOS & Android
• Purchasing & Vendor management
• Performed system administration duties by monitoring and modifying user profiles and resetting passwords.

Consulted Clients on E-Commerce Website Development & Solutions, PC/Mac/Server/Network & mobile device health & provided upgraded virtualized solutions.

• Network OS – Windows 2003 >2008 and 2008> 2012 (support & migrations).
• Email migrations – Exchange 2007>2010. Exchange>GoogleApps (admin support & migrations).
• Desktop OS – Windows XP/Vista/7/8 Apple OSX (10.5.x – 10.9.x) Chrome OS.
• CRM Implementation Salesforce.com configuration, customization of pages/workflow/reports.
• Directed onsite training for business users to maximize productivity.

Tier 2 & 3 VIP field support of all HLS ITS hardware and software and enterprise applications for Harvard Law School Faculty & Staff.

• Support of Win 10 upgrade & 0365 rollout
• Providing consultative services for HLS Faculty/Staff IT purchasing and recommendations.
• Create and Review Documentation for Best Practices for Co-Op Training Manual
• Exchange 2010, SCCM, BitLocker, Active Directory, Powershell, Group Policies, LDAP, TCP/IP, Cisco

Was responsible for Deployment and Managed Support of new and existing customers for SiteSpect's services and integrations in the US and UK. Performed remote deployments for customers. Worked extensively with complex network configurations, CDN integrations, and complex troubleshooting and project management. Developed team SOP's.

• Support for multiple Fortune 100 & 500 clients
• Mentored team, sharing skills and expertise and encouraged each member to bring forward ideas and suggestions for improvement.
• Provided 2nd and 3rd level technical support and troubleshooting to internal and external clients.
• Worked with developers and engineers to realize technological solutions.
• Participated in weekly meetings with client to discuss project direction and milestone achievement.

Was responsible for Deployment, Support, and Pre-Sales Engineering of US & UK prospects and customers for Synety's Cloud Call VoIP PBX services and CRM integrations. Performed both onsite and remote deployments for customers. Worked extensively with complex network configurations, SIP protocol troubleshooting, number porting and complex troubleshooting and project management.

• Consistently achieved KPI's and received high marks from opt-in customer reviews: 25/25 scores.
• Developed Pre-Sales qualification process, deployment checklist for improved provisioning & deployments.
• Worked with technical staff on system audit to execute implementations on time and within functional parameters.

Provided technical, communication, and organizational skills appropriate to engage any customer. I lead a ‘Solution Validation Process' on site or via video conference and to execute the technical work stream on a given sales project, possessing strong communication skills to explain any element of that work stream to a non-technical customer or C-level executive.

• Was essential in closing over $400K in sales for Q4 2012 .
• Analyzed market trends, competitor performance and product strengths.
• Prepared cost estimates and bid documents by studying customer RFPs and consulting with project managers.
• Reviewed customer inquiries to understand project scope while managing internal delivery mechanisms.
• Delivered technical sales presentations to prospects and presented benefits and value of products.
• Liaised with assigned accounts to foster relationship development.
• Oversaw detailed program rollout from initiation to production and sustainment.

• Co-Founded Porter House Media in 2009 with artist Steve Porter, in producing cutting edge, viral digital content for film, broadcast, DVD and online advertising and distribution.
• Created business plan, and developed the sales process and project/content delivery processes to clients.
• Managed client and vendor relationships as well as projects for clients such as ESPN, NBA, NY Knicks, Disney, IBM, NBC, ABC, and more.
• Closed leads to drive company sales beyond its Q4 2009 projection of $150K by over 20%. On track for over $1.5MM in sales for 2010, with no outside financing.
• Established positive and effective communication among staff and organization leadership, reducing miscommunications, and missed deadlines.
• Developed and implemented strategies to increase sales and profitability.

• Worked with the organizational Directors and college Vice-Presidents to review current support center metrics, and provide high-level report writing and analytics to aid in determining best technical support delivery methods for Boston College based upon department.
• Leveraged Crystal Reports & Oracle APEX for report writing, and metrics dissemination
• Created in-depth analyses of assigned and selected cases chosen for individual review.

• Provided high-level support and direction for all IT activities for the studio's developers during the production of the video games Karaoke Revolution, Rock Band, and Guitar Hero.
• Was responsible for all infrastructure projects, both data and telecom to meet the high availability needs during the game production process.
• Hired and trained junior technical staff to provide additional daily support. Developed, documented and implemented department policies and processes based upon “best practices”, establishing SOP's for working with vendors such as Dell, Cisco, HP and others.

Designed and implemented customized CRM & HelpDesk solutions in the United States and abroad, focused on creating rapid improvements in customer acquisition and retention for our clients.

• Developed code to other consultants specifications for clients
• Developed and delivered technical specifications for clients.
• Utilizing SQL code (both Microsoft and Oracle), Java, and the Applix Workflow language
• Customized Exchange/Outlook forms, processes, and reports based on Crystal Reports were delivered
• Requirements gathering/discovery
• Business process development/analysis
• Architecting detailed design specifications
• Translating business requirements into technical specifications
• DSDM/Agile Project Methodology

• Developed RFP/RFQ process for departmental use for managing vendors and new projects.
• Designed and Developed the Helpdesk System used internally, coined (TOSS – Technical Operations Support Services) –Improved frontline incident closure to nearly 60% in less than 4 weeks.
• Responsible for Overall Helpdesk Management and Reporting – Provided documentation for improved root-cause analysis – freeing up over 36 man-hours a week for Sr. Engineers.
• Created and documented the department policies, procedures and reporting structure – Resulted in smoother day-to-day departmental operations.
• Designed and developed the RAS (Remote Access Service) project from scope to implementation to rollout –Project completed under budget by over 10%.

• Expert in planning, installing, integrating, operating and maintaining the Army's voice, data and information systems, services and resources.
• Supervised, installed, employed, maintained, troubleshoots, and assisted users with battlefield signal support systems, terminal devices, satellite communications equipment, and automated telecommunications computer systems, to include local area networks, wide area networks, and routers.
• Integrates signal systems and networks.