Project Engineer Manager Resume
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SUMMARY
- Technology specialist with 10+ years of experience in Network, Systems and VMware administration as well as Network Security. Highly familiar with a wide variety of security, engineering, networking, and operating system software.
- Experienced in managing large teams to provide technical operations management and support.
TECHNICAL SKILLS
- Windows Server Administration;
- VMware Administration;
- Microsoft Exchange administration
- Firewall/Router configuration and administration
- Citrix Administration
- AWS administration
- Avaya Site Administration
- IT Security
- RMM/Service Desk Software: Connectwise, Automate, Zendesk, Kaseya
PROFESSIONAL EXPERIENCE
Project Engineer Manager
Confidential
Responsibilities:
- Manage schedules/projects for onsite engineers for a large client implementation project
- Serve as an escalation point for the support desk
- Planned and executed multiple IT projects: Migrations, upgrades, office relocations
- Server /Firewall administration and troubleshooting
- Perform IT assessment for new clients and provide recommendations based on findings
Systems Engineer
Confidential
Responsibilities:
- Function as a technical account manager on technical planning/hardware procurement
- Planned and executed multiple IT projects: Migrations, upgrades, Office relocations
- Participate in several Cyber Security and Compliance committees for financial firms to ensure they were SEC compliant
- Scheduled and performed Disaster Recovery tests and Business Continuity plans with clients
- Serve as an escalation point to a Finance support POD
- Provide High Quality IT support to C - level executives and their employees in the Financial sector
- Evaluate and handle high priority requests for clients
- Assist in creating workflows and Standard operating procedures for a dedicated Financial Industry Support Group
- Provide white glove support for all service requests
- Support voip phone system; Citrix/Vsphere/Windows server cloud environment; Exchange MACD; Current Generation Local Windows and Mac computers; networking troubleshooting; Process MACD ; Outlook;
- Support various financial application/websites including Thomson One, Fidelity
Service Desk Manager
Confidential
Responsibilities:
- Manage and train a team of 28 members in 3 different continents
- Manage remote Desktop/server support for about 550 Financial Hedge funds throughout the United States, United Kingdom, Singapore and Hong Kong with a user base +2000. (Support provided via phone and remote access applications. Each client has a different infrastructure and location)
- Implement Service Desk standards to align with ITIL standards (Availability, Service desk, incident management)
- Mentoring support for level 3 technical issues.
- Manage support for an average call volume of 3,200 calls and 5,000 tickets logged monthly for level 1, level 2 and level 3 issues
- Implemented unused features of Connectwise ticketing system and trained staff on new processes in Connectwise to streamline ticket creation and documentation as part of continual service improvement
- Use Avaya Site Administrator and Avaya Contact Center express for ACD reports and call management
- Responsible for hiring/dismissal of employees. Perform quarterly performance reviews, manage shifts to ensure proper coverage, approve Overtime and approve timesheets
- Report to upper management on help desk metrics of calls taken, tickets created, etc
- Implemented an employee development/training program to reach and maintain a First Contact Resolution rate above 60%
- Work closely with project teams, Customer Relation Managers and other groups to provide customer satisfaction on all phases of IT services and support (designing, implementation, service support)
- Quality Assurance checks to maintain high quality of customer service delivery
- Communicate/address client escalated support calls.
- Improve new employee training to reduce on-boarding time
- Use intranet website to centralize departmental information and processes
IT Support Desk Shift lead
Confidential
Responsibilities:
- Provided technical Support for over 550 hedge funds throughout the US/UK/Singapore
- Initiated Development of new employee training program.
- Helpdesk escalation point for a ten member team (Help Desk Shift Lead)
- Windows server 2003/2008; Active Directory Administration, DHCP, DNS, Exchange 2003 and 2007.
- Blackberry Enterprise Server administration and blackberry device support
- MS office support/ Email Client troubleshooting on MS office 2007/2010
- Monitor Antivirus signature dates & Remove Viruses/Spyware/Malware from infected systems.
- Operating system support - Windows XP/Vista/7
- Avaya phone system support and level 1 Cisco firewall issues
- Basic Cisco Firewall administration
- Work with Third party Vendors for circuit outages / Trading Application issues
IT Helpdesk Support Analyst
Confidential
Responsibilities:
- Setup video conference rooms, network printers, and maintain POTS phone system
- Manage Avaya phone system
- Managed project for Intranet site development (planning, testing and implementing)
- Assist with IT infrastructure expenditures management and purchasing
- Developed Digital catalog request system, minimizing paper costs and improve productivity
- Provide technical support including blackberry, active directory, MS office 2003, Lotus Notes, networking issues for in-house and remote users
- Installed and monitored user data backup/Replication software; Server data backups
- Monitor Antivirus signature dates & Remove Viruses/Spyware/Malware from infected systems.
- Lead support for MS Office 2003 suite (Word, Excel, Access, PowerPoint).
- DR planning and testing
- User client documentation
- SQL server management; server hardware support, racking and wiring
- Implemented database to Manage inventory of IT assets (laptops, desktops, mobile devices)
- Strong quantitative and analytical abilities employed for data mining and reporting