Helpdesk Manager Resume Profile

Summmary

Manages and aligns organizations to respond to internal and external demands.
Strong ability to evaluate and communicate technical information to stakeholders.
Canny talent for multitasking in supervision for scope and time management.
Maintains Service Level Agreements and Standard Operating Procedures.

PROFESSIONAL EXPERIENCE

Helpdesk Manager

Confidential

Leads day-to-day activities of the helpdesk staff of 6 in maintenance of our 12 supported nursing homes roughly 1,000 users located throughout Baltimore, Maryland and surrounding areas via monitoring our email system Outlook and ticketing system Service Desk , communicating with our external networks including but not limited to: Systems Source, Answers on Demand AOD ,Verizon, Insight Systems Exchange, DEX / CENTRICS printers , Global Telecomm Brokers / Chesapeake Telephone phone lines and fax lines , Kronos Timekeeper, and internal team CFO, IT Director, and Network Engineers .

Coordinates Organizational Project s :

Kiosk Project: configured apple iPads with 'Kiosk Pro' software to support the Human Resource HR Director in an effort to provide potential hires with the ability to apply for open positions onsite.
Marketing Department iPad Project: created and personalized an image that would allow the Regional Case Managers with the ability to work on required documents remotely. Also, trained Marketing Director and Regional Case Managers on these technologies.
Internally and remotely administers infrastructure using tools such as: Active Directory AD , DHCP, Exchange Online Protection, Office365, Solarwinds, Citrix Access Manager, MAAS360 Mobile Device Management MDM software, Remote Desktop, Real/Ultra VNC, Logmein, Deepfreeze, Dual Shield Deepnet , and VPN.
Continually maintains update/recreate technical documentation.
Attends monthly meetings to ensure departments are in conjunction with company-wide goals.
Performs site visits

Network Administrator and Project Coordinator Confidential Subject Matter Expert SME for various Department of Defense DOD Agencies throughout the Virginia, District of Columbia and Maryland Surrounding Areas.

Supervised numerous project s :

Managed infrastructure s via onsite and remote support.
Tiger Team Department of Homeland Security DHS : in charge of closing legacy tickets in support of migration to Remedy Ticketing System.
COOP Department of Homeland Security DHS : ensured hardware/software connectivity during emergency activations.
NRCC Activation Federal Emergency Management Agency FEMA : maintained infrastructure stability during activations.
Windows 7 Operating System migration project: tested and implemented Window 7 images.
Hardware migration projects pc's - desktop /laptop and mobile technologies - apple/blackberry tested, scheduled, deployed, and trained customers on newly implemented hardware and managing software.
VDI Migration Project Department of Agriculture USDA in preparation for teleworking, implemented the installation of CITRIX Thin PC on Corsair USB thumb drives.
Maintained Service Level Agreements SLA's and Standard Operating Procedures SOP's by working with top level management and department heads to sustain strategic goals.

TECHNICAL SKILLS

Processes: Project Management and ITIL v.3
Server: Windows 2008 R2 and 2003 SAN/LAN/WAN , Exchange, Print, File.
Operating Systems: Windows 7, Windows XP, Windows 2000, Apple IOS, Android, and Blackberry.
Management Software: Office365, Answers on Demand AOD , MAAS360 Mobile Device Management MDM , Solarwinds, IDEAL Administrator, Remote Desktop, LANDesk, Kronos, Real VNC
Remote Technologies: Citrix, VMWARE, Cisco VPN, Solarwinds, IDEAL Administrator.
Mobile Hardware/Software: Apple/ITunes iPhone/iPad , Android Galaxy S5, S4 Mini, Tablets , Blackberry/BES.
Security Software: Norton Antivirus, Kaspersky Endpoint, McAfee, Dual Shield, other agency related encryption tools.
Hardware routers, switches, laptop/desktop, all-in-one's, time clocks : Dell, HP, IBM, Kyocera, Sharp, Brother, Xerox, Compaq, Cisco, Kronos.

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