Service Manager Resume New York, NY - Hire IT People

SUMMARY:

Accomplished IT Service Manager with 10+ years of experience in a variety of IT related roles and certifications.
Implemented and oversaw a large variety of IT Service projects that resulted in increased employee utilization and profits to the bottom line.
A committed individual who strives for improvement in both the company and self.

TECHNICAL SKILLS:

WORK EXPERIENCE:

Confidential, New York, NY

Service Manager

Responsibilities:

Managed the service desk team's daily activities.
Managed the dispatch process of service requests to ensure full utilization of technical resources.
Functioned as the customer's point - of-contact for problem identification and resolution for issues that have been escalated by the team.
Implemented a technician on call system.
Improved service ticket workflows to ensure all client requests were tracked and attended to in a timely manner.
Acted as a Level 2/3 escalation point for the Service Desk to resolve end user issues
Troubleshoot Microsoft Exchange(03, 07, 2010), Active Directory and Application Servers (Server 2003, 2008, 2012)

Confidential, Stanhope, NJ

Network Service Manager

Responsibilities:

Managed network technician’s day to day operations, schedules, and conflicts.
Managed service tickets to ensure contractual SLAs were met.
Provided daily contact with clients to resolve open service tickets, billing inquires, technician dispatch and other service related matters, while maintaining positive customer relations.
Developed KPIs to measure department effectiveness, profit and loss, and month over month trending.
Introduced and implemented a new Managed Services platform that reduced department cost by more that 50%.
Implemented a new ticketing system that increased technician utilization by 25%.
Designed and implemented cross department processes and workflows.
Managed IT projects that required multi vendor, multi month implementation.

Confidential, Stanhope, NJ

Network Technician

Responsibilities:

Provided onsite and remote computer support.
Lead a team of technicians to shift from an onsite support business model to a web based remote support model, providing faster response to client issues.
Performed installation of Windows Servers based network including Active Directory, DNS, DHCP, Exchange and SQL.
Installed and configured Cisco switches, routers and firewalls.

Confidential, State College, PA

Technician

Responsibilities:

Provided help desk support for university students.
Troubleshot virus/spyware/malware infections and remedied the problems.
Resolved computer hardware/software issues in both Windows and Mac OS environments.

Confidential, Wayne, NJ

Consultant

Responsibilities:

Worked in the MIS Department to troubleshoot and resolve computer issues on a corporate network of 400 employees across the US.