Technical Support Supervisor/Assistant Vice President Resume

SUMMARY:

Highly motivated team leader with over 14 years Senior Manager experience in Infrastructure - installing servers, switches, routers, SANS, backup systems; desktop service support and problem management - incident resolution skills. Experienced manager with demonstrated ability to build strong team relationships; kept clients, superiors, peers, and direct reports updated based on their information needs. Possess strong technical skills with knowledge of a variety of tools and technologies; specialized background in UNIX and Windows. Expert problem solver skills to initiate processes and system improvements achieving increased system stability and staff productivity. Achieve high levels of server uptime productivity while coordinating to improve responsiveness and customer satisfaction.

PROFESSIONAL EXPERIENCE:

Confidential

Technical Support Supervisor/Assistant Vice President

Responsibilities:

Managed the desktop support resources, operational servers, and other hardware, applications, LAN, ensuring the availability of sufficient and appropriately trained staff to affect timely and correct responses to problem tickets submitted by customers
Responded to quality assurance concerns and followed-up on corrective actions
Identified, isolated, and resolved problems in job runs; made modifications to existing production schedules as required
Lead the implementation and support of hardware and software solutions in a 24/7/365 support environment that maximized the availability of mission critical systems for the user community
Managed backup and recovery strategies to protect the company’s data assets to include disaster recovery procedures and offsite storage
Monitored system configuration to ensure data integrity
Monitored system performance regarding space, capacity, performance
Maintained, analyzed, troubleshoot, repaired, and moved computer systems (servers & workstations), hardware and computer peripherals
Manage multiple IIS Web servers that Hosts “ Confidential ’s Intranet Websites to all listed business application to entitled users only using net framework and asp.net
Managed Disaster Recovery environment
Performed annual offsite disaster recovery (COB) test
Maintained, analyzed, troubleshoot, and repaired desktop hardware and software
Configured and deployed all applications to users desktops
Maintained hardware and software compliance
Experienced in computer/network operations for large global data centers with mixed computing environment including UNIX, MS Server 2003, 2008, Windows XP/Vista/Win7, and inter - connected mainframe
Maintained server &desktop hardware and software compliance; inventory lists; software license, and maintenance agreements
Managed procurement process for Info Center Hardware/Software and for TQM server/workstations/peripherals and other hardware, applications, LAN. Providing 14 years of Help Desk support to thousands of users worldwide, earning a solid reputation for productivity, complex problem resolution, and professionalism
Developed, monitored, evaluated, and managed Service Level Agreements (SLA) with all customers. Conducted baseline and checkpoint surveys to measure performance
Implement User Entitlements; support and maintain user account information including rights, security and systems groups
Managed the deployment of Desktop Standardization Initiative of all desktop environments, including resolving of migration issues and packaging of applications required for the migration
Tested, created, and deployed workstation images using Confidential DSI - Desktop Standardization Initiative
Troubleshoot printer and scanner problems, installing Maintenance Kits
Participated in the development and implementation of new technology to improve the networking environment
Upgraded and troubleshoot all servers and workstations with the latest patches/hot fixes using Altris, NetChk Protect and WSUS

Confidential, NA

Programmer Analyst

Responsibilities:

Researched, evaluated, and recommended new hardware and software technologies and implementation of system infrastructure and architecture
Conducted meeting with managers and technical staff to plan system infrastructure
System Administrator for two RS/6000 servers and the Tivoli system
Developed and maintained customer profile information
Responsibilities included scheduled backup and documentation of the UNIX servers and application

Confidential, New York

Network Analyst

Responsibilities:

Provided software and hardware support to 500 users on a Novell 312 network using token ring
Updated and corrected Novel and windows related issues
Assembled hardware including; desktop personal computers, modem, etc
Set - up user accounts, access privileges on Syscon
Implemented and supported Windows for Workgroup; monitored and troubleshoot communication network.
Purchased hardware and software for personal computer and Mainframe; provided technical support to users
Re-wired and labeled communication network
Supported Unisys V530, A-Series and CP2000

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