SUMMARY:

• For the past fourteen years, I have provided Tier 1 through Tier 3 technical support to onsite and remote users, both as a Desktop/Helpdesk Support Manager. In addition to utilizing my computer skills and training to support end - users, I especially enjoy having the opportunity to train and manage other IT support professionals.I am eager to capitalize on my strong interpersonal and management skills. I offer the following for your consideration:
• Provided around the clock and highly responsive support to as many as 4,000 onsite and 2,000 remote users, in countries around the globe
• Trained and managed numerous peers in Tier 1 through Tier 3 technical support procedures, user communications, and performance expectations
• Attained MCP, A+, HDI Support Center Analyst and Dell certifications with extensive experience installing, configuring, upgrading, repairing and maintaining hardware and multiple software applications
• Developed internal policies and procedures—such as a comprehensive imaging library, mobile device and PDA management system, inventory database tracking, laptop loaner program and equipment recycling—that have streamlined operations and cut technology costs
• Demonstrated strong business logic that stems from more than five years experience managing numerous functions of a family-owned business, including hiring, training and supervising multiple personnel, procuring equipment, and monitoring expenses
• I have enclosed a copy of my resume for your review. Since interpersonal and verbal communication skills are so important in a technical support and management position, and very difficult to assess on paper, I am eager to have an opportunity to meet with you in person and discuss your current needs. I am confident that I could make many valuable contributions to the IT department. Please contact me by phone or email to schedule a personal interview.
• Microsoft Certified Professional with more than 14 years experience providing Tier 1 through Tier 3 support to global organizations and professional associations with as many as 6,000 end-users. Demonstrate cross-functional experience in project and people management; end-user and peer training; multiple system upgrades; and creating processes and procedures that streamline operations while cutting technology costs. Recognized by managers and peers as proactive and forward thinking with natural ability to foresee problems and implement solutions.

TECHNICAL SKILLS:

Network Operation Systems: Microsoft Server 2008,2003,2000, Novell Netware 6.x, 5.x, and 4.11, Cisco IOS

Desktop Operating Systems: 7,Windows Vista, XP, 2000, NT, Me, 98, 95, 3.1

Network Protocols/Services: Microsoft Active Directory, Microsoft Exchange, VM Ware, TCP/IP, IPX/SPX, Novell Netware NDPS, Novell Netware Z.E.N. Works, File and Print Sharing, Novell Netware 6.0 Console One/Netware Administration

Software: MS Office 2010/2007/2003/ XP/2000, Outlook 2010/2007/2003/ XP/2000 GroupWise 5.5/6.0/6.5, Cisco VPN, Lotus Notes, iManage, Hummingbird DM, Adobe Acrobat, Internet Explorer, Firefox, Google Chrome, and other COTS applications

Hardware: iPhone, Blackberrys, Smart Phones, CPUs, motherboards, RAM/ROMs, hard/floppy drives, NIC/PCI cards, power supplies, and standard PC peripherals

Help Desk Ticketing Systems: Remedy, Heat, Magic, BMC Support Desk Express

PROFESSIONAL EXPERIENCE:

Confidential, Washington, DC

IT Service Desk Manager/Support Technician

Responsibilities:

• Manage a six person team of desktop technicians and a 24/7 offsite helpdesk. This encompasses over 400 desktop PCs and more than 50 laptops.
• Supervise the quality assurance process and train technicians to ensure quality customer service.
• Assign work and address performance issues within the prescribed guidelines.
• Provide guidance to technicians in resolution of difficult questions to ensure accurate technical support.
• Provide inventory control, which includes desktops, laptops, monitors, blackberrys, phones, licensing agreements and other necessary equipment.
• Lead the deployment, administration, maintenance, repairs, modification, final disposition, day to day operation, and upgrade to operating systems, software applications, and hardware utilized on user workstations.
• Analyze help desk Service Level Agreement reports and ensure that technicians complete trouble tickets in accordance with the contractual agreements.
• Maintain a seat on the Change Control Board (CCB) to help minimize the impact of infrastructure changes to the user community.

Confidential, Rockville, MD

Service Delivery Manager/Support Technician

Responsibilities:

• Served as the primary liaison between Confidential 's Ongoing Support groups (Service Desk, On-Site Service and Access Management) to ensure timely and quality delivery of contracted services.
• Accountable for managing client expectations, establishing key client relationships at the operational and strategic levels, and supervising all services provided to Client.

Confidential, Washington, DC

Senior Systems Support Specialist

Responsibilities:

• Lead a special short-term initiative designed to diagnose and resolve long-standing performance and operability issues for more than 1,000 Confidential employees using both desktop and laptop computers running Windows Vista and Windows 7 operating systems.
• Successfully lead the team of Tier II/III technicians to create a system of processes to improve health, overall performance and resolve lengthy boot up times to desktop and laptop computers. The project was completed on time with all goals met.

Confidential, Bethesda, MD

Systems Support Specialist

Responsibilities:

• Brought on board to rebuild/update decade-old IT infrastructure and deploy leading-edge systems and operations to support 100-person law firm with offices in Bethesda, Annapolis and Frederick.
• Technology scope: Virtual servers VM Ware / iManage / Windows OS / Litera Change-Pro / Innova TM / RainMaker / Microsystems Doc X.

Confidential, Chevy Chase, MD

Technical Services Administrator

Responsibilities:

• Providing Sole technical support for approximately 25 internal and remote, high-profile corporate executives and their support staff at the Corporate Headquarters.
• Providing support for desktop hardware, desktop operating systems, desktop office productivity software, network hardware and software, security devices, software, printers, Blackberry devices and BES Server.
• Primary point of contact for all IT related outside venders.

Confidential, Washington, DC

IT Specialist

Responsibilities:

• Working on a small team of build engineers to upgrade and replace all Servers, Laptops, Desktop software and hardware for Confidential 72 worldwide posts.
• Server base OS used is MS Server 2008. Hyper-V used for server virtualization.
• A combination of Windows XP and windows 7 OS used for laptop and Desktop builds.

Confidential, Washington, DC

Associate Director and Desktop/Helpdesk Support Manager, IT Support

Responsibilities:

• Independently manage vendor relations, contracting and billing, set-up and configuration, maintenance and user-support for 110 BlackBerry mobile devices. Took over a loosely managed system in total disarray and quickly established policies and procedures that streamlined the program, significantly reduced dependence on laptops, slashed mobile communication expenses, and improved user satisfaction.
• Spurred cost-savings of approximately $3,000/month by working with AT&T and Verizon to consolidate all users from independent plans to shared minutes and data pooling.
• Developed clear approval policies and guidelines that eliminated inconsistencies in how devices were assigned and made employees more accountable for using and maintaining the equipment and service.
• Assist in administering and supporting the BlackBerry Enterprise System (BES).
• Lead IT support team in implementing eight to ten high-level company-wide roll outs annually; earned high praise for project organization, communication to staff, meeting deadlines and working after hours and weekends to complete projects.
• Implemented a more robust help-desk ticketing system and put in place agency’s premiere inventory tracking system by recommending, installing, and administering Support Desk Express (SDE).
• Planned and managed, from hardware and software procurement to deployment, complete refresh of all Dell laptop and desktop computers.
• Developed and implemented standard operating procedures (SOPs) to outline steps for setting up new employees with required equipment and software.
• Helped to identify staffs’ technical training needs and worked closely with newly hired trainer to develop curriculum, contract third-party trainers, and facilitate up-to-date technology training sessions.

Confidential, Washington, DC

Desktop Support/Help Desk Manager

Responsibilities:

• Defined position requirements, standardized help desk procedures, and developed infrastructure to overcome deficiencies and inconsistencies created by previous outsourcing of technical support.
• Streamlined technical operations and improved staff productivity by conceiving, implementing, and managing numerous technology initiatives.
• Developed and maintain customized databases to track approximate $250,000 inventory and monitor software licenses and renewals.
• Saved approximately $5,000 in software licensing by researching and securing upgrades as well as uncovering and eliminating licensing duplications.
• Reduced laptop rental costs by developing internal loaner program utilizing existing equipment.
• Simplified upgrades by creating comprehensive image library with Norton Ghost and other ghosting utilities.

Confidential, Lanham, MD

Tier 2 Software/Hardware Support Technician

Responsibilities:

• Supported long-standing contract with the Confidential by providing Tier 2 support for 4,000 in-house and 2,000 international users.
• Participated in several projects involving testing, troubleshooting, installation, and implementation of new software and hardware.
• Created procedures and trained users on new equipment. Demonstrated responsiveness to cultural and ethnic diversity when working across multiple geographic lines.
• Specialized in maintaining 2000 laptop computers, on-site and remotely to global customer sites.
• Supported more than 2,000 VPN and mobile workers via Sita, Ipass, and Metro Connect.
• Installed configured, and supported Windows XP / 2000 and NT 4.0 operating systems.
• Installed and maintained hardware and software for PDAs and BlackBerry handhelds.
• Provided on-the-job training to Tier 1 Helpdesk regarding technical support procedures and troubleshooting.