Summary of Qualifications

• Twenty years of professional IT experience.
• An IT visionary and student of the technology industry. Have repeatedly and consistently driven the adoption of new technology and application of new techniques to increase productivity and reduce costs.
• Excels at analyzing existing processes and procedures to generate new ideas to improve efficiency and quality of support organization. Highly adaptable to ever changing circumstances.

Job Skills

• MS Windows 8, 7, Vista, XP, 2000,
• MS Windows Server 2003, 2008, 2012
• MS SharePoint 2007, 2010, Designer
• MS Office incl. Access database 2013, 2010, 2007, 2003
• MS Project 2013,2010, 2007, 2003
• MS Visio 2013, 2010, 2007, 2003
• MS Exchange 2007, 2010, 2013, LDAP
• Wireless network support
• Microsoft Active Directory
• MS SCCM packaging and management
• DNS/WINS, TCP/IP, DHCP
• Cisco VPN, Juniper VPN
• ITIL Certification in progress
• VBA, Visual Basic programming
• Symantec Ghost, Altiris, SMS PC Imaging
• PC/laptop/Tablet repair and upgrade
• HP/Canon/Xerox laser printer repair
• Blackberry BIS and BES support
• iPhone support and troubleshooting
• Citrix XEN Server Management
• SharePoint Administrator
• IT training and project management
• Disaster Recovery Lead
• Terminal Services, VMWare, Citrix XEN desktop Microsoft Cloud services
• Dameware, Teamviewer, VNC, LogmeIn, RDP, GoToAssist, GoToRemote, GoToMeeting, WebEx
• Footprints, Remedy, HEAT, BigWeb, ServiceNow, MAGIC, LabTech, Capterra, ZenDesk
• Technical support management and training
• End User Training Liaison
• Executive Level Support

Work History

Confidential

Technical Support Manager

• Hire, train and manage staff of Level 1 and 2 technical support analysts
• Manage scheduling for 24 hour a day coverage
• Manage all timesheets, overtime and performance reviews for group
• Provide On-Call support for 24 hour a day operations
• Manage all operating system and software packaging deployment projects
• Project lead for multiple companywide initiatives
• Manage the resolution of all desktop and network support issues at levels one and two
• Create all Standard Operating Procedures, Processes and Training documentation
• Manage SharePoint site creation, configuration and support for internal departments
• Provide Extensive Support for Office 2003, 2007 and 2010
• Select, purchase and manage asset tracking for all desktop related hardware and peripherals
• Setup new hires in Citrix and resolve all Citrix related problems via XenCenter console
• Setup and support remote users in numerous remote locations over VPN
• Handle support requests via Citrix GoToAssist remote control and monitoring tools
• Provide Active Directory, DNS and Microsoft Exchange support
• Manage Sophos anti-virus server deployment and configuration
• Oversee all SCCM software deployments and package creation

Accomplishments:

• Implemented new web based service desk system to automate processing of all requests, improve service and improve efficiency of several departments.
• Introduced new web based chat feature to allow for better customer service
• Introduced new Fax service for corporate agents

Confidential

Service Desk Manager

• Train and Manage staff of 10 technical support analysts
• Manage scheduling for 24 hour a day coverage
• Manage all timesheets, overtime and performance reviews for group
• Resolve all desktop and network support issues in a 24x7x365 environment
• Manage creation and assignment of tickets for incoming calls for over 3000 end users
• Create all Standard Operating Procedures, Processes and Training documentation based on ITIL standards
• Provide Extensive Support for Office 2003, 2007 and 2010
• Create, manage and maintain SharePoint site and Technical Support knowledgebase
• Provide technical support for Blackberry devices
• Support Remote users in various locations over VPN
• Use VNC, PCAnywhere and Altiris to remotely support Windows XP and Office 2003-2007 desktops and laptops
• Provide Active Directory support
• Provide all Metrics, Reports and Budgeting for Technical Support Department
• Support for Neoware Citrix devices

Accomplishments:

• Increased Help Desk approval rating from 71 to 93 in 6 months
• Created self-help portal for users to request software, hardware and security access
• Built Technical Knowledgebase in SharePoint for department
• Initiated Tip of the Week to help train employees in technology

Confidential

Technical Support Manager

Responsibilities:

• Resolve all desktop and network support issues for 25 remote client networks in a 24x7x365 environment
• Provide support for Windows XP, Windows 7, Windows Server 2003 and 2008
• MS Exchange 2003, 2007and 2010 support and mailbox creations
• Provide extensive support for Office 2007 and 2010
• All SharePoint site creation and configuration
• Blackberry BES and BIS account creation, configuration and support
• Support and setup of Google mail accounts
• Support for Microsoft Cloud based services-Exchange, Sharepoint and Live meeting
• Active Directory support, group policy, account group creation and container creations
• Citrix server and client support
• Create and troubleshoot network folder permissions

Accomplishments:

• Handled highest number of technical support requests for company
• Designed Sharepoint sites and intranet for both clients and for internal use
• Created and converted SOP, SLA and support documentation into searchable Sharepoint knowledgebase

Confidential

Technical Support Manager

Responsibilities:

• Manage staff of 14 technical support technicians including tier 1 and tier 2, supporting 1400 end users across 36 remote locations.
• Provided all support for corporate executives and board members via in person, over phone, and offsite visits 24/7
• Responsible for resolving all technical support issues once they have been escalated beyond the level 1 and level 2 levels
• Application support for Microsoft Office 2000 2003 on Windows 2000 and Windows XP environments also support over 45 proprietary and non-proprietary applications for several different departments including HR, Auditing, Accounting etc
• Manage all vendor and business relationships for technical support unit
• Manage all technical support projects and nationwide technology rollouts
• Work with business units to recommend and acquire new technology
• Create all training documentation and provide training to business users and staff as IT training liaison
• Create and maintain all desktop and laptop images, software packaging and deployment via SMS, WSUS and SCCM
• Hardware and software purchasing, licensing and asset management through SMS and Numara Footprints software
• Hardware support, upgrades and repairs for HP/Compaq desktops and both Ricoh and HP printer support, installation and repairs
• Monitor and report metrics for both web and phone service requests via Magic and Footprints call tracking software
• Create and maintain all desktop support policies, procedures and Service Level Agreements
• Manage tiers 1 and 2 projects, presentations, budgeting and training with Microsoft Project and Microsoft Visio: acting company training liaison for IT department.

Accomplishments:

• Took Help Desk approval rating from 45 to 96 in 12 months
• Introduced call tracking software into company which is now company standard.
• Introduced Tech Tip of the Week to aid in employee training

Confidential

Network Technician

Responsibilities:

• Install and configure computer networks both wired and wireless in Windows 2000 and Windows XP environments
• Desktop and laptop repair, upgrade and installation
• Technical training and support
• Windows XP operating system tutoring
• Tutoring for internet usage, Microsoft Office and basic computer troubleshooting

Confidential

Helpdesk Manager Network Support Manager

Responsibilities:

• Executive level support 24/7 and highest escalation point for any unresolved level one and two technical support issues
• Create and manage all internal Exchange email accounts, Windows 2000 domain accounts in Active Directory and create and maintain network shares and security on NT Server and Windows 2000 advanced server
• Create and maintain all desktop and laptop images via Symantec Ghost
• Application and Hardware troubleshooting, upgrades and repairs
• Create and implement departmental SOP's, policies and SLA's
• Supervise and track all support calls for repairs on both Dell and IBM hardware, new builds and application system problems, provide extensive support for Windows NT, Windows 2000 and Windows XP workstation environments as well as several business applications and Microsoft Office
• Purchase all hardware and software for company and track all licensing created MS Access database to track all machines and licenses in the company .
• Manage and train staff of twelve technicians to support over 300 end users consulting in multiple home offices and various locations nationwide.

Accomplishments:

• Wrote VBA program to automate hiring and termination processes
• Restructured and automated corporate distribution lists in LDAP
• Created Access database to track all machines and software licenses in the company
• Created user self-help site on company intranet

Confidential

Desktop Support Supervisor

Responsibilities:

• Supervise 10 tier 2 desktop technicians supporting over one thousand end users in a Windows NT environment
• Provide Application updates on servers and application support for over one hundred financial industry applications
• Support MAC and IBM OS2 operating systems
• Support high level executives and all high level escalation issues
• Monitor all desktop support calls and resolutions via proprietary call tracking system
• Perform PC imaging via Symantec Ghost, PC repairs and support, troubleshooting for all MS Office applications and MS Exchange Server
• Maintain DHCP database, server builds and MS Exchange mailbox creation
• Create network print queues and provide HP LaserJet installation, repair and maintenance.

Accomplishments:

• Received highest number of departmental commendations for technical services department
• Created and maintained technical support knowledgebase
• Created company IT Newsletter
• Created VBA program to automate PC build process

Confidential

Computer Technician

Responsibilities:

• Peripheral installation, configuration and system setups
• Computer upgrades and repairs
• Tutoring on internet usage, WIN95, Win98, WIN NT, MSOffice, DOS, general PC troubleshooting instruction.

Confidential

Computer Studies Tutor

Responsibilities:

• Provide academic assistance to Visual Basic programming students, LAN administration students, C Language programming students and computer math students.