Network Support Manager Resume Philadelphia, PA - Hire IT People

SUMMARY:

IT Manager who has built support policies and procedures, based on ITIL principles, from the ground up to ensure timely resolution of technical issues while focusing on customer service.
Experience in establishing corporate computer hardware and software standards and maintaining those standards by developing and mentoring teams of support professionals.
Excellent people management and project management skills with a focus on communication and details.

TECHNICAL SKILLS:

Technologies Supported: Windows XP - 10, Mac OS X, Office 2003 - 2010, Outlook 2003 - 2010, Project 2003 - 2010, SCCM 2007, SharePoint 2010, Adobe Acrobat 7 - X, IBM Notes 9, Active Directory, Security Explorer, Symantec Endpoint Protection 12.X, Symantec Endpoint Encryption 11.X, Kronos, BMC Remedy, Site Kiosk, Track-IT, Cisco AnyConnect 3.X, Citrix Receiver 4.X, Aldon Community Manager, GoToMeeting, Dell desktops and laptops, iPads, iPhones

PROFESSIONAL EXPERIENCE:

Confidential, Philadelphia, PA

Network Support Manager

Responsibilities:

Managed daily Helpdesk, Desktop and Network support issues, in a Microsoft network environment running Windows and MS Office, to ensure timely resolution with a focus on customer satisfaction.
Oversaw onboarding process for new employees from account creation through hardware/software orders and configuration.
Maintained network security with account and file/folder permissions (Active Directory and Security Explorer) along with physical security of data centers.
Approved IT equipment and services invoices and managed relationships with external vendors.

Confidential, Philadelphia, PA

Manager IT Support

Responsibilities:

Created a Helpdesk and IT Support team of 7 members, based on ITIL principles, to centralize computer support for the entire company. Focused on customer service and timely resolution to reported issues while documenting solutions for future reference.
Oversaw compatibility testing and upgrade of all company desktops and laptops (500 computers) from Office 2003 to Office 2010 and IE 6 to IE 8.
Facilitated upgrade of the corporate Time and Attendance (Kronos) software and hardware.
Wrote IT SOX documentation and completed on-going tasks to ensure compliance with their processes including semi-annual verification of remote network access.
Ordered and installed all corporate computer hardware and software while maintaining corporate standards as part of the IT Change Control team.
Administered project to centralize Level 1 support and move Sun Pharma North America to BMC Remedy Service Management Suite working with third party vendor (Wipro) in India.

Confidential, Harleysville, PA

Manager/Supervisor Desktop Support

Responsibilities:

Managed the relationship of an outsourced first level support provider (Unisys).
Directed a team of 9 Desktop Support analysts providing second level support for all desktops and laptops. Customer satisfaction scores consistently above 4.5 out of a possible 5.
Resolved 95% of all issues within 24 hours while providing problem management functions. Facilitated daily Change Management meetings and distributed meeting notes to all on-call personnel to ensure system availability.
Oversaw ordering and installation of new hardware and software update requests for the entire corporation. Established ordering justification policies and procedures.
Governed installation of a corporate-wide asset management tool and a self-service password reset tool.
Led the support of a corporate hardware, operating system and software upgrade from Windows ’95 to Windows XP. Also worked with a vendor to provide specialized training material to help our employees through this change without the need for classroom training.

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Network Support Manager Resume

Philadelphia, PA

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