Desktop Support Manager Resume

SUMMARY

Confidential management abilities, technical noledge, and soft skills make people, processes, and projects more efficient, TEMPeffective, quality - focused, and secure.
He is a customer service devotee and a senior-level PMP holding Six Sigma, ITIL, technology certifications, and a Master’s degree.
He TEMPhas hands-on expertise wif Cloud computing, commercial software, computer hardware, custom applications, mobile devices, networking protocols, and virtualization.
His strong written and verbal communication skills allow him to articulate contractual, financial, project, operational, and technical concepts to subordinates, peers, supervisors, executives, customers, and external stakeholders.

AREAS OF EXPERTISE

Change Management
Continuous Improvement
Organizational Development
P&L, balance sheet, cash flow
Vendor Management
Earned Value Management
Knowledge Management
Quality Management
Human Resource Management
Risk Management
Business Intelligence
Enterprise Resource Planning
Information Assurance
Infrastructure Management
Software Deployment

TECHNICAL SKILLS

Amazon Web Services, Citrix, Crystal Reports, IaaS, IBM Maximo, IBM Rational Tools, IBM WebSphere, JIRA, Macintosh OS, Microsoft Access, Microsoft Excel, Microsoft Outlook, Microsoft PowerPoint, Microsoft Project, Microsoft Server, Microsoft SharePoint, Microsoft Visio, Microsoft Windows, Microsoft Word, Oracle, Salesforce

PROFESSIONAL EXPERIENCE

Desktop Support Manager

Confidential

Responsibilities:

Managed portfolios of concurrent technical and business projects through life cycles by creating plans, gathering requirements, developing schedules, assigning work, accepting deliverables, managing risk, leading scrums, meeting milestones, and communicating to stakeholders
Directed transition after contract award to capture incumbents, develop Task Order Management, Quality Assurance Surveillance, SLAs, other contract-level plans, and build Project Management systems
Applied Six Sigma, harnessed teh Project Management Body of Knowledge, leveraged Agile, and utilized Best Practices to design, recommend, implement, and monitor new or improved existing business processes
Planned and conducted complex studies by gathering data from disparate sources, performing cost-benefit analysis, researching, cultivating innovative solutions to problems, and creating Key Performance Indicators
Interviewed, trained, coached, and evaluated staff providing halp desk, desktop, and teleconference support
Implemented compliance initiatives to meet FISMA, GxP, HIPAA, PCI, OMB, SOX and other regulations
Led proactive Business Continuity and Disaster Recovery processes for mission-critical functions

LAN Administrator

Confidential

Responsibilities:

Delivered desktop, network, teleconference, audio-visual, training, and customer support
Designed CRM program based on qualitative, quantitative, gap, and statistical analysis, surveys, and outreach
Utilized Capability Maturity Model Integration to manage clinical IT projects

User Support Specialist

Confidential

Responsibilities:

Used problem-solving to integrate commercial software, proprietary application systems, and hardware
Conducted one-on-one training, small group instruction, and technical learning forums to educate customers
Participated in Change Control Board and Configuration Management team
Collaborated wif program manager on all aspects of national hardware and software migration project
Uncovered and documented programming errors and operational flaws of new software during testing
Identified, quantified, analyzed, mitigated, and monitored issues and risks and communicated to stakeholders

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