Desktop Support Manager Resume West Chester, Ohio - Hire IT People

PROFESSIONAL EXPERIENCE

Desktop Support Manager

Confidential - West Chester, Ohio

Responsibilities:

Lead support of a call center, 2 warehouses, and various office teams.
Develop and coach team members on the importance of Customer Service, proper communication, and technical skills to enhance overall team performance.
Manage wireless RF guns using Soti Mobi control.
Root cause evaluation, which prevents longer down time, and reoccurring issues.
Assist with improving and maintaining Inventory throughout the company.
Create and manage policies and procedures for a fast-growing team.
Manage IT documentation and create new standards for the desktop team.
Utilize software deployment and patching to ensure systems are up to date.
Provide training, and ongoing quality improvement within the team.
Project management and creation.
Maintain and troubleshoot various Microsoft products, including AD, Exchange, and Office Suite.
Lead Support of VOIP system with Interaction Intelligence.
Increase opportunities to automate, and stream line processes.

Support Bar Analyst

Confidential - Cincinnati, Ohio

Responsibilities:

Provide support for Microsoft office in an Office 365 environment.
Provide support for Video Conferencing system.
Provide support for presentations issues in meeting rooms
Desktop support, including software corruption, registry issues, and software deployment.
Utilize SCCM and Software center to image and build computers.
Mange AD profiles by adding, and removing access, and modifying groups.
Troubleshoot email issues including profile corruption and outlook configuration.
Provide technical support for the network, including connectivity, and certificate issues.
Support Cisco Jabber softphone and application support.
Setup of new starter computer equipment, including imaging and installation of hardware and software.

Help Desk Technician

Confidential - Blue Ash, Ohio

Responsibilities:

Provide support for Microsoft Office 2007, Microsoft Office 2010, and Microsoft Office 2013.
Maintained the print server on a Windows Server 2012 R2 environment.
Knowledge author, I've created numerous guides to help stream line issues and processes.
Network troubleshooting, including MPLS, switches, and wireless networks.
Provide desktop and infrastructure support for all users, which includes software applications, hardware issues, and VPN.
Involved in Active Directory project, migrated users from workgroups to the domain.
Provisioned and replaced computers and equipment, such as laptops, and peripherals.
Manage tablets with MDM, support email on mobile devices, including Android, and IPhones
Remote desktop support using Bomgar and Manage Engine.
Provision and maintain e-mail accounts for Exchange and MDaemon.
Implement new processes and programs, including cloud based solutions.

Support Center Analyst

Confidential - Blue Ash, Ohio

Responsibilities:

Troubleshooting virtual server issues, using VMware, vSphere, and Putty.
Providing technical support for pharmacies.
Remote desktop support using CSRC and Symantec PCAnywhere.
Network support, including VLAN configuration, and network troubleshooting.
Support Confidential stores interactive voice response system (IVR).
Train new employees.
Dispatching for infrastructure and software issues not able to be resolved over the telephone.
Hardware and software support of peripheral equipment, including signature capture device.

Functional Support Analyst

Confidential - Blue Ash, Ohio

Responsibilities: