SUMMARY:

Enthusiastic leader and team player that takes action to support internal and external customers. Implements and communicates innovative, as well as, proven customer service strategies that improve the effectiveness of corporate desktop support operations.

AREAS OF EXPERTISE:

• Desktop Support Leader - On-site and Remote Teams
• Proven Track Record Of Increasing Customer Support Satisfaction
• Departmental Budgeting, Projecting, Submitting and Revising
• Hiring, Training, Mentoring and Employee Improvement Planning
• Creating, building and maintaining synergistic vendor relationships
• Cell phones, Blackberry support, Wireless cards, IPhones, Ipads and tablets
• Remedy, Trackit, ServiceNow and HP OpenView ticket tracking Systems
• U pgrading Hardware and Software For PCs, Laptops,Servers and Peripherals
• Video Conferencing, Cisco VOIP
• Remote Support using LANDesk, Bomgar, VNC, WebEx, TeamViewer and Microsoft remote tools
• Cloud Services, Box.com, GoogleDrive, MS OneDrive, Amazon Cloud and Dropbox
• ITIL Foundations V3 certified
• MAGIC Customer Service certified

TECHNOLOGIES/NETWORK/SERVERS:

• Office 97, 2000, XP, 2003, 2007, 2010, 2013 and Office 365 Windows 95, 98, NT, 2000, XP, Vista, 7 and 8.1, MS Project, Visio, Microsoft Live Meeting, SharePoint
• DOS, Symantec Endpoint, McAfee, NOD32 and Avira Anti-Virus solutions,Lotus Notes
• Mac OS 9.2 and OS X up to and including Yosemete, Office 2011 for Mac
• MS Server 2000 and 2003, MS Active Directory, Dell KACE, VDI, VMWare
• Norton Ghost, SQL, VPN, Novell, SMS, SUS, WSUS, SCCM, Casper
• Terminal Services Software, Acrobat, Exchange, TCP IP, Integrated Cisco Jabber client

PROFESSIONAL EXPERIENCE:

Confidential

Desktop Services Manager

Responsibilities:

• Manage a team of 12 Desktop technicians. These include the technicians that support all senior executives associated with the University.
• Work with the Technicians to assist with daily service tickets, handle all overflows, provided level 3 support as well as main contact for all university VIP’s.
• Improved outstanding tickets from 180 days to 14 days in the first 2 months by introducing a ticket handling process for ServiceNow
• Led the Windows XP to Windows 7 project to completion in the first 3 Months
• Created a process for delivery of New, refreshed computers, as well as one for decommissioning
• Developed a new training and evaluation process for all of the Desktop technicians
• Assisted in the conversion from free to fee based support for all departments we support
• Directed development of a new Active Directory structure to support the current environment
• Led the team that created a new document repository for KB articles, WIKI pages and team document storage.
• This made administration of information easy and more consistent throughout the organization.

Confidential

Regional IT Support Specialist

Responsibilities:

• Responsible for IT support for all sales offices in the Midwest and parts of the Eastern U.S.
• Responsible for all Daily Service Requests for The 2 main Chicago offices, 9 remote offices and all VIP’s for the Midwest and Northeastern United States.
• Led the team responsible for acquisition transition to the Confidential environment
• Responsible for creating and maintaining documentation for the new customer IT booklet and handouts
• Coordinate all Day 1 IT support activities as well as knowledge transfer to entire desktop team regarding the new environment
• Led the support effort to turn around a large technical site that was experiencing significant support issues within 3 months
• Led the effort to create a “Brown Bag” series to convey our support services to all field offices
• I am the main trainer for all new support technicians that are brought into the company
• I am the main contact for all VIP customers in the eastern half of the U.S.
• Assisted with developing all remote support travel policies and reporting of all travel metrics

Confidential

Desktop Support Manager

Responsibilities:

• Manage desktop team of 8 at Astellas Pharma Us Headquarters
• Improved customer satisfaction by 42% in the first 4 months
• Introduced a “Department of the Day” plan to actively engage the customers
• Refined the on boarding process for new customers that eliminated desktop call backs
• Established a comprehensive support strategy for all remote locations
• Led the implementation of the standard support structure for upper level executives
• Directed development of a Desktop clean up tool for deployment to corporate and remote customers
• Was instrumental in successfully upgrading 1000+ customers from Windows XP to Windows 7

Confidential, Downers Grove, Illinois

Desktop Support Team Lead

Responsibilities:

• Supervise desktop support of suburban HQ, 3 remote sites and downtown Chicago office.
• Raised customer satisfaction by 33% in 3 months.
• Implemented a strategy for local teams to work together more effectively.
• Led the project to successfully move local sites from Novell to Active Directory

Confidential, Addison, Illinois

Desktop Support Lead

Responsibilities:

• Supported corporate sales force - locally and remote.
• Implemented a new company wide support strategy for remote customers.
• Developed a new 1st and 2nd level desktop support system for on-site Addison customers.
• Desktop and Helpdesk project manager for the Addison location.
• Raised desktop support customer satisfaction rating from 0% to over 97%.

Confidential, Downers Grove, Illinois

Associate Desktop Support Team Lead

Responsibilities:

• Led a team of 6 support technicians.
• Supervised desktop support of 1200 campus and 200 remote associates.
• Developed the corporate desktop image procedure using Norton Ghost.
• Implemented a complete desktop and remote site support strategy for the entire corporation.
• Raised desktop support customer satisfaction rating from 40% to over 95%.

Confidential, Schaumburg, Illinois

LAN Administrator/Team Lead-Desktop Services Division

Responsibilities:

• Supervised five LAN Administrators who supported 800 on-site and 500 remote users at Motorola headquarters.
• Responsible for the support of desktop and laptop computers, printers, servers and all applications required in an office and factory setting.
• Additional responsibilities included special project management, network maintenance, presentations, and ongoing employee training.

Confidential, Schaumburg, Illinois

Help Desk Analyst

Responsibilities:

• Analyst for 2,500-user network in a Windows NT and 2000 environment.
• Provided phone support locally, as well as worldwide.
• Assisted users with configurations for NT, Outlook, Office 97 + 2000, other proprietary software, and various printers on workstations and laptops.
• Entered and updated all trouble tickets using Remedy software.
• Additionally responsible for troubleshooting various hardware and software problems desk side locally, as well as remote user computer repair.

Confidential, Marengo, Illinois

IT Assistant

Responsibilities:

• Helped maintain a network of 200+ computers.
• Assisted in troubleshooting network, software, hardware and printer issues.
• Converted twenty 486 computers to Pentium 2s, installing new hardware, software and network configurations, including Novell 4.11 and NT4.
• Responsible for maintaining the physical network, hubs, routers and all wires.
• Additional responsibilities included set up and configuration of all new computers.

Software used: Windows 3.11 (95 & 98), Lotus Notes, Smarterm, and NT4 (server and workstation).