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It District Manager Resume

Austin, TX

SKILLS:

  • Wireless
  • Windows OS
  • Cisco/VPN
  • Citrix
  • VMWare
  • Active Directory
  • SAP
  • Sharepoint (Beginner)
  • Training Management 5 - 50 people
  • MS Office
  • RSA
  • POS
  • Video Conferencing
  • AS400
  • MS Exchange 2007/2010 Airwatch
  • Cisco Jabber
  • Lawson|Infor Workforce Management
  • Accuvant Virus Scan
  • Office Trend Malware Bytes
  • WebEx
  • Rig Support
  • Imaging
  • OnBoarding
  • Knowledgebase
  • Kaseya
  • SCSM
  • SCCM Peregrine
  • Remedy
  • BMC
  • Heat
  • Helpstar
  • JIRA

EXPERIENCE:

IT District Manager

Confidential, Austin, TX

Responsibilities:

  • Provided managerial support to a Team of 50 and worked alongside, all Level 1/Level 2 Technicians.
  • Oversaw the maintenance/troubleshooting and upgrading of all PC/Mac OS and hardware.
  • Managed the upkeep of all pc related equip, including all printers/scanners/projectors/tablets and phones.
  • Managed IT, staff, including hiring/training/conflict resolution, and performance coaching.
  • Defined delivery and support plans for implementing appropriate information technologies.
  • Utilized remote support to access pc’s, to assist the physicians within the district.
  • Maintained quality of service by establishing and managing to organizational standards.
  • Confirmed effectiveness of solutions by interacting with the user base and understanding their challenges.
  • Developed and implemented all IT policies and procedures.
  • Communicated regularly with stakeholders regarding pertinent IT activities.
  • Worked effectively with various stakeholders executives/dept. heads/end users/vendors or consultants to define business and systems requirements.

Sr. Helpdesk Analyst

Confidential, Austin, TX

Responsibilities:

  • Assisted Clients via phone/e-mail with various time/attendance and payroll issues.
  • Modified Lawson Accounts while supporting acct lockouts and documented the incidents using Heat.
  • Assisted with time/attendance corrections using Infor Workforce Management.
  • Created knowledgebase articles on how to use the in-house timekeeping system “BOLT”.
  • Utilized configuration manager remote control to assist the schools within the district.
  • Created, disabled and reactivated user accounts in Active Directory, also performed file restoration.

Service Desk Team Lead

Confidential, Spring, TX

Responsibilities:

  • Managed a team of 10 analysts in a call center environment that was customer facing.
  • Facilitated weekly team meetings to discuss metrics/training/OLA and SLA’s with the business in order to effectively provide extraordinary customer service.
  • Provided escalation for issues that required communication to be initiated.
  • Assisted Admins with Concur submittals and error messages.
  • Finalized knowledgebase submission for the department’s knowledge repository (SharePoint).
  • Trained/On-boarded new employees on company policies also set performance goals for the group.
  • Participated in department change control meetings to update my group and prepare training material.
  • BMC was used initially before switching to SCSM for incident documentation w/ a Smart form.
  • Used SCCM for software deployment/updates and asset management accompanied by Altiris Console.
  • Supported Ricoh printers with secure print and scan options.
  • Created knowledgebase articles on how to provisioned Citrix for internal/remote and vendors.
  • Utilized Airwatch to install and update wireless devices with the correct software and firmware.
  • Assisted with the Trend Micro Virus scan process for security and inventory.
  • Created, disabled and reactivated user accounts in Active Directory, also performed file restoration.

POS Integration Specialist

Confidential, Houston, TX

Responsibilities:

  • Assisted Clients via phone /e-mail with POS On-Boarding training using Jira to create incidents.
  • Verified tie-out reports based on project requirements.
  • I’ve supported and documented work on several POS Systems: Aloha|Posi|Micros|Xpient|Speedlink.
  • Aligned dbafiles (source files) to create the data tables for POS reporting.
  • Held weekly conference calls via Phone/WebEx to address client’s questions and concerns.
  • Provided feedback to clients on reporting issues and new system enhancements.
  • Entered break-fix tickets via Jira and prepared scope of work for new projects (SOW).

Help Desk Team Lead

Confidential, Houston, TX

Responsibilities:

  • Managed a team of 5 agents in a call center environment.
  • Conducted weekly staff meetings to discuss metrics/training and upcoming projects.
  • Trained/on-boarded new employees on company policies and set role expectations.
  • Researched and supported level II /III calls from Vendors and Plant Employees.
  • Setup new user accounts/security groups in MS Exchange and set folder permissions in Active Directory.
  • Installed, upgraded and re-imaged desktops/laptops with current versions of company software.
  • Supported HP/Cannon and Ricoh printer also established/monitored Video Conferences.

Systems Support Analyst, Houston, TX

Confidential

Responsibilities:

  • Assisted internal clients via phone with POS system issues using Heat as the documentation source.
  • Ordered IBM/NCR register parts from Macro, I also was the liaison for Lexmark printer services.
  • Was responsible for the opening/closing of Verizon Wireless network ticket issues.
  • Reset Active Directory accounts and assisted Vendors with AS400 logins.
  • Processed Debit/Credit and Pre-paid cards reconciliation while adjusting CC bal per transaction in SAP.
  • Ordered and calibrated equipment for sites and tracked inventory using QuickBooks.

POS Helpdesk Specialist

Confidential, Houston, TX

Responsibilities:

  • Assisted Internal clients via phone support with the POS system issues.
  • Triaged trouble tickets/complaints via the Heat Ticketing system.
  • Ordered IBM/NCR register parts from Macro, I also was the liaison for Lexmark printer services.
  • Was responsible for the opening/closing of Verizon Wireless network ticket issues.

Helpdesk Analyst

Confidential, Houston, TX

Responsibilities:

  • Assisted Internal clients via phone support using the Peregrine Trouble Ticket system.
  • Created/disabled and reactivated users accounts in Active Directory/SAP/Oracle/VPN and Cisco.
  • Was responsible for the deployment of new applications using Altiris console
  • Imaged new pc’s for deployment and slaved hard drives from returned machines.
  • Tracked and updated Outages and Applications issues using the Outage Tracker Notification System.
  • Configured SPHA/SPHB phone settings for remote employees (softphone).
  • Reset and updated Blackberry devices via the Blackberry Enterprise Management tool.
  • Performed nightly restoration of Verint calls for Audit purposes (data backup).
  • Provided remote support using: Proxy/Carbon Copy and prepared Knowledgebase docs for training.

Customer Service Lead

Confidential, Houston, TX

Responsibilities:

  • Managed a team of 10-20 reps with supporting internal clients via phone support.
  • Assigned trouble tickets for online support using Remedy Ticketing system.
  • Performed online password resets an assisted with online errors within the system.
  • Enrolled clients in bill pay also provided weekly stats/metrics, team improvement and prepared training docs.

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