Service Desk Manager and Information Technology Architect Summary of Qualifications:

• 15 years experience in a help desk and desktop support role
• 10 years experience project management
• 8 years experience managing direct report in user services environment
• 7 years experience in support of VIP customers and C-Level employees
• 7 years ITIL Service Desk Management experience
• 7 years experience in analyzing/creating Service Desk ACD and Call Tracking Metrics
• 6 years experience in startup of new Technical Support Centers

Technical Knowledge Summary:

Operating Systems

• Windows 2000 ,XP, Vista, Win 7
• VMS
• UNIX
• Mac OS 10.x

Applications

• MS Office Suite
• MS Project
• MS Visio
• SPC++
• Adobe
• Surf Control
• Blackboard
• SalesForce
• Nefsis
• Cisco Call Manager Express

Languages

• HTML
• C

Tools

• LANDesk
• LogMein
• McAfee Virus Protection Utilities
• Symantec
• Crystal Reports
• HEAT
• Remedy
• Magic
• Citrix
• Service Now

Networking

• TCP/IP
• DECnet

Hardware

• Upgrade and repair PC builds
• Application installation and upgrades
• CD-ROM and RAM upgrades
• Hard-drive ghosting
• Network card installation
• Memory upgrades

Professional Experience:

Confidential Service Desk Manager and ERP architect: 2011-Present

Selection, customization, and administration of service cloud CRM (Salesforce) Selection, customization, and administration of ERP Infor (Syteline) Selection, implementation and coordination of Cisco VoIP UC560 solution Selection, customization and implementation of Video Cloud conference solution Nefsis Structure, documentation, implementation of ITIL Policy and Procedures for Service Desk Customization and Report creation for organization departments including Service Desk and Sales Service Desk metric creation and identification (KPI's)

Confidential 2010-2011 Manager User Services

• Supervision of Service desk Staff and Students
• Call tracking support and development of Service Now tool
• Project management of equipment rollout and procurement (RFP's)
• Creation and training of new policy and procedures
• Creation and reporting of key deliverable metrics (KPI's)
• Staffing and training
• Active Directory account and computer administration

Confidential 2008-2010 I.T. Manager Customer Support

• Responsible for management of 15 Information Technology representatives
• Handle maintenance of CRM tool for call tracking and reporting
• Creation and training of new policy and procedures
• Creation and reporting of key deliverable metrics (KPI's)
• Manage continuous improvement projects
• Responsible for quality control and monitoring of the technicians

Confidential 2006-2008 Operations Team Manager

• Responsible for remote management of 28 Information Technology representatives
• Responsible for quality control and monitoring of the technicians
• Handle maintenance of CRM tool for call tracking
• Hold 1:1's with team members to ensure proper adherence to policies and procedures
• Manage the day to day operation of the call center
• Manage continuous improvement projects

Confidential (contract basis) 2005-2006 Help Desk Team Lead

• Coordinate the day-to-day activities of the team members, including maintenance; support and technical project work to ensure performance objectives are met.
• Collaborate with business and consultancy teams as necessary to resolve operational problems and minimize cycle time for problem resolution and implementation.
• Use continuous improvement and analysis to process service level objectives. Provide input to group, support management efforts and ensure performance objectives are met. Respond positively to all customer queries.
• Provide resolutions and/or work around advice in response to customer queries as appropriate.
• Reproduce reported problems for diagnosis/further analysis and pass acknowledged product errors to software development team for resolution, and then detailing the replication to the test team.
• Track support calls through to closure

Confidential 1995 - 2004 Help Desk Engineer, Hudson, MA and Chandler, AZ 2001 - 2004 Help Desk Technician, Hillsboro, OR 1999 - 2001 Application Support Duties:

• Conducted/participated in multidisciplinary research and collaborated with equipment designers and/or hardware engineers in the design, development and utilization of electronic data processing systems software
• Determined computer user needs (maintenance, installation and updating software/hardware)
• Provided 1st and 2nd level application support and system administration for Windows NT, 2000, and XP based clients with Java developed applications utilizing LANDesk application for remote viewing in addition to providing Windows 2000 server side administration and fail over when needed
• Provided 1st and 2nd level system administration to Unix servers and clients by controlling cpu utilization, handling operating system conflicts, and user account administration
• Responsible for multi-platform operating system and application monitoring in a 24/7/365 environment using Tivoli management software
• Created white papers for newly developed applications and tracked and attended Change Control Boards (CCB) until the applications were through Beta process
• Documented issues in Remedy (GEMS) application, tracked follow-up and assured continuity of the computer system for all system users

Project Management Duties:

• Successfully managed two wide-scale projects aimed at improving efficiency, cost-effectiveness and response time for technical support division
• Managed workflow and timelines, delegated assignments to work groups, managed staff, and personally guided both projects from start to finish utilizing MS Project software
• Reported progress in each case to senior management and other interested parties

Consolidation Project:

• Pilot project for company-wide consolidation that reduced the number of US call centers from 6 to 1
• Standardized documentation of work-tickets across all departments
• Implementation of the project resulted in a redistribution of manpower, a decrease in response time for technical issues, and an over all decrease of operating cost

Call Reduction Project:

• Company-wide project that succeeded in reducing the number of technical support calls related to re-setting of passwords (at one point, password resets counted for a full 40% of calls received at call center)
• Coordinated the development of an application that allowed customers to reset password themselves
• Implementation resulted in a 40 % reduction in password reset call volume from sites where it was used
• Oversaw programmers and developers, and rotated-in other specialty staff as needed

Senior Equipment Technician, Aloha, OR 1998 - 1999 Equipment Technician, Chandler, AZ 1995 - 1998

Confidential, Norfolk, VA 1991 - 1995 Electronics Technician

• Honorably discharged as a Petty Officer 3rd Class
• Troubleshot Naval RADAR systems down to component level
• Additionally worked on RF transmitters, receivers, serial input converters, oscillators, RF modulators, and amplifiers
• As Bench Supervisor, directly managed team of 6 other technicians

Education: Bachelor of Science in Business Information Systems Associate of Science in Math and Science