SUMMARY:

Strong ability to motivate individuals for performance and develop a management vision for success so people can achieve their goals. Establish an environment of shared purpose and mutual accountability; by applying core management skills, tools and techniques to deliver results. In addition, develop a proactive customer - focused approach while enhancing communication and empowerment of the team. Possess skills of delegation that enable the assignment of tasks and work with people individually or the team as a whole. Leadership skills are enhanced due to emotional intelligence awareness, which helps create momentum and flexibility amongst the team. Successful with managerial roles; reinforce and redirect behaviors with constructive feedback.Contribute to the operations of the IT organization by engaging in IT processes, project activities, technical support, infrastructure maintenance, database administration, analysis, applications development, and documentation.Capable of taking projects from conception through implementation, and completion. Excellent communication and interpersonal skills; detailed and result oriented.

TECHNICAL SKILLS:

Operating Systems: Windows 7, Windows 95/98/2000/NT, XP, Novell Client and UNIX, ENPS, Browser 32, Dalet, Media Exporter, Kronos, Pidgin, FileZilla, DBpowerAMP.

Software Packages: MS Office Suite 97-2010, Outlook, Word-Perfect, Excel, PowerPoint, Heat, Apropos, Remedy, Service-Now, Adobe Software Packages.

Hardware: Compaq, Dell, Gateway and HP workstations, servers, IBM clones, printers, scanners, network interface cards, routers, switches, hubs, HP laser printers, Ipads, Iphones, Androids, Blackberry, Laptops (Wireless/ VPN), and general PC hardware.

PROFESSIONAL EXPERIENCE:

Confidential, Washington D.C

Present Desktop Support Tier II Manager

Responsibilities:

• Oversee a technical team of approximately 27 Tier II Desktop Support Engineers.
• Attend departmental meetings, run team meetings sharing information to IT personnel.
• Ensure IT Service Management tools and information systems are utilized effectively.
• Administer continuous improvements, recognize, and evaluate areas of improvement.
• Oversee HW/SW Management, Operation & Administration of IT workstations.
• Conduct performance reviews of technical staff.
• Ensure continuity of all technical/customer support related services.
• Provide advanced technical support and solution to improve reliability of the DOT desktop base.
• Provide leadership through guidance, mentoring, coaching and offering feedback to team.
• Establishing and maintaining a trusted relationship with customers including users and managers.

Confidential, Washington D.C

Lead Helpdesk Manager

Responsibilities:

• Maintains CFTC CSC IT staff at offices in Chicago, Kansas, District of Columbia.
• Ensure coverage on all shifts by monitoring and scheduling of IT personnel.
• Supervise daily CSC operations across all CFTC regions for contract staff.
• Interact with federal oversight as necessary.
• Serves as a central escalation point for all CSC issues.
• Attend departmental meetings run team meetings sharing information to IT staff.
• Conduct performance reviews of technical staff.
• Communicating strategic goals, objectives, assignments and actionable events.
• Run monthly metrics reports w BMC Footprints ticketing system.
• Ensure continuity of all technical/customer support related services.

Confidential, Washington D.C.

Management Lead

Responsibilities:

• Provide day-to-day supervision and delegate work assignments for all IT personnel.
• Move coordinator for IT and Telecommunications to facilitate movement of over 900+ staffers to new NPR HQ on North Capitol.
• Managing communications with staff regarding IT incidents and events.
• Partnering with other departments including training, project services and development to resolve issues timely impacting clients.
• Leading Windows XP to Windows 7 migration project for all HQ and remote sites and upgrading hardware systems that have met LCR (Life Cycle Refresh).
• Attend regular management meetings to discuss areas of improvement and provide recommendations and implement recommendations as necessary.
• Supervise and delegate various project work assignments to hired contractors who work on the Service Desk.
• Provide ongoing coaching and resolution of technical and non-technical issues including employee relations issues, client feedback and management feedback.
• Assist in recruiting, hiring, and providing appropriate training for IT support staff.
• Coach employees on providing best in class customer service.
• Planning training for staff on available IT tools and systems.
• Oversee asset management program to safeguard NPR’s technology assets.
• Assume Primary role for distributing system outage communications to customers.
• Negotiating support and other business contracts, including hardware and software vendors.
• Responsible for team schedules to include but not limited to: monthly, shift, holiday, time off.
• Focusing on performance of the team through effective measures by helping the team work more productively while showing the importance of team dynamics and
• Level I, II & III on-site support and remote support of all NPR offices world-wide.
• Monitor network and servers using MOM by responding to MOM alerts and Virus alerts, concerning servers or computers; using appropriate virus removal tools to eliminate potential threats, and contacting on call engineers to escalate issues if necessary.
• Coordinating and communicating for all internal inquiries from customers.
• Interfaced with all external user requests and worked closely with outside vendors.
• Supporting users on a variety of desktops (Dells) and laptop computers (Tough book, Teccra, ThinkPad) employing Windows XP, Microsoft Office, Adobe Acrobat, and diverse desktop and web-based applications.
• Re-Imaging of Desktops and Laptops computers and performing data transfers using USMT3 to transfer user data safely.
• Blackberry support and BES configuration; VPN deployment and troubleshooting;
• Active Directory users and computers account extension, password resets, and account deactivation.

Confidential, Washington D.C.

Lead Helpdesk Analyst

Responsibilities:

• Used the Apropos Agent to receive incoming calls and create tickets in Remedy.
• Responsible for the updating of users profile in Remedy System and part of the Remedy Support group dealing with issue in Remedy.
• Responsible for assigning computers asset #’s to users names, and departments.
• Carried out all other Customer Service duties as well as administrative tasks which are but not limited to (on call telephone coverage to engineers, monthly move schedule).
• In charge of tracking and approval of loaner systems of laptops and desktops.
• Monitored Warranty of machines with Dell.
• Installation of Blackberry/Clients and Oracle 9.2 applications on laptops and desktops.
• Configuration and Management of User Accounts in Active Directory.
• Manage user’s account using Active Directory to reset passwords, unlock accounts and Install software.
• Active Directory Users and Computers(account creation/deletion)
• Performing Imaging (Ghosting) on Desktops/Laptops.
• Coordinate and conduct laptop clinics for various departments within ACS.
• Created filing system for all new Network accounts and Vpn accounts, and installation of VPN client onto laptops.
• Installed various software’s such as Laserfiche, Peoplesoft, Mission Assist, Macromedia Dream weaver, Sci-finder, on newly acquired laptops/desktops.
• Exchange 2003 mailbox creation/deletion/restore.
• Proven experience of the Microsoft family of products such as Windows 95, NT, Windows 2000, XP Professional and also proficient in MS Office, troubleshooting Word, Excel, etc.

Confidential, Washington D.C.

Associate Helpdesk Technician

Responsibilities:

• Maintain Confidential user’s client network hardware and software
• Troubleshoot computer performance and acts as first tier support for all local and remote XM clients.
• Manage user accounts, access and password security, response times and physical computer problems
• Log customer problems into Remedy and escalate problems to proper technical personnel
• Place trouble calls to outside vendors for defective units and to purchase corporate computer hardware and software
• Provide detailed technical assistance to customers, diagnoses customer problems, refers problems to the appropriate organizations, and follows up to assure problems are resolved
• Maintain computers and networking equipment
• Set up PCs and laptops for development and recover old units
• Research and test software to correct problems.