OBJECTIVE:

• Degreed and highly proficient Sr. IT support analyst experienced in the pharmaceutical, life sciences, hospital systems and financial industries.
• Skill set includes all facets of desktop support, i.e. facility - wide information security oversight, analytical & production support, network diagnostics, multi-vendor asset management, Active Directory, backup management, SMS/SCCM, Altiris, JAMF/Casper MAC OS/X and iOS deployment, Department of Homeland Security surveillance practice, Cisco IPV telephony, visual management systems, remote support of users and locations, multi-vendor service management applications, (HP Service Manager, HEAT, Remedy, Numara, ServiceNow, etc.) and personnel management.
• Highly conceptual and adept at client facing, hiring, training, team building, supervision and large-scale project coordination under minimal supervision.

SUMMARY OF QUALIFICATIONS:

• Corporate IT site and service desk management, hands-on supporting all facets of end user infrastructure, desktop hardware, applications, telecom, VoIP, teleconferencing, mobile devices and security systems. Intuitive support of remote users and sales force personnel resulting in productivity gains, expense reduction and client satisfaction for at least several notable global enterprises.
• Expert human resources and communication skills for effective project coordination and collaboration with personnel at all levels.
• Specialized education and certifications in information technology, team management, leadership, training and development, etc. well beyond Bachelor’s Degree in Human Resources Management. Graduate coursework in public health and experience in acute-care hospital administration and hospital information systems implementation, etc.

WORK EXPERIENCE:

Confidential, Wilmington, DE

Sr. IT Support Analyst

Responsibilities:

• Support of desktop, laptop and lab client computer images; including C-Level Executive
• Suite Support. (L2, L3 + desktop engineering on Lenovo platform)
• Global support of end user mobile devices including iOS devices.
• Performance of client restores and hardware troubleshooting.
• Adherence to SDLC protocols and procedural mechanisms including incident management, change control and documentation.
• EUD upgrades, hotfix installations, patch management and client updates.
• Daily contribution to ongoing service excellence initiatives by maintaining and/or improving service levels, and proactively identifying improvement opportunities across multiple lines of business.
• Knowledgeable and Experienced in the Following:
• Experienced with service desk support functions, including responding to and fulfilling service requests within service level parameters for corporate-wide lines of business.
• Experienced with special projects including large-scale deployments of new technologies, large relocations, and resulting triage and support requirements.
• Experienced with varied technical environment including servers, personal computers, backup units, routers, switches, wireless, LAN/WAN, VoIP phones, printers and smart phones.
• Experienced with various operating systems and client applications, including Windows (Windows 7/10), Apple MAC OS/X, Azure, ADFS, DHCP, TCP/IP, SCCM, IIS, SharePoint, VPN, VMware, MaaS360, DaaS, ServiceNow, Bomgar, Skype, Cisco WebEx, 0365 Exchange, DPM, Digital Guardian root-level security, etc. with domain (high level) security access.
• Experienced with hands-on client training across full array of supported environments, including web and video conferencing facilities.
• Experienced with process control, technical documentation and compliance procedures.
• Experienced with HR policies and procedures including on/off-boarding, leading orientations.

Confidential, Wilmington, DE

Development Lead

Responsibilities:

• Served in the capacity of Development Lead, Data Center Decommissioning project at the bank’s Confidential with direct reporting to C-level executives .
• Daily responsibilities included hiring, technical team supervision, asset tracking and user issues related to Citrix Xendesk and Thin OS virtual computing environment during the decommissioning process.
• Additional accountabilities included coaching and training of the bank’s operations managers in matters relating to overall improvement of the desktop computing experience (corporate-wide) as well as data steward oversight, identification and processing of the former Confidential ’s legally required data holding and assurance of maintenance of chain-of-custody of sequestered computer hard drives under the Federal Deposit Insurance Act.

Confidential, New Castle, DE

Managed Services Consultant

Responsibilities:

• Desktop, application and infrastructure support for major local enterprise clients under Confidential .
• Mobile device deployment and management
• Additional niche areas include virtual help desk services, staffing, onsite training of client personnel, IT Separation support and project coordination.
• (OS support includes Apple iOS, Apple Macintosh OSX, Red Hat Linux, Windows XP, Windows 7, 8, 10, Active Directory migration.)