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Desktop Engineering/ Team Lead Resume

Philadelphia, PA

SUMMARY:

Successfully transitioned from a retail management to an IT career. With over 20 years of progressive experience in a wide variety of corporations supporting and managing the desktop and server infrastructure environment. I have excelled in every IT assignment I have attempted. I project a positive, profession image and I am able to interact with top level executives. Mechanically inclined, creative, able to manage and supervise people.

EXPERIENCE:

Desktop Engineering/ Team Lead

Confidential, Philadelphia, PA

Responsibilities:

  • Managing the daily and long - term processes of technicians responsible for Windows desktop patching; End Point protection, application deployments and upgrades, remote VDI solutions, the creation/maintaining of the desktop image, Active Directory/Group Policies/ Logon Scripts for users and desktops. Coordinated various resources for troubleshooting issues and project completion across multiple groups.
  • Developed and coordinating the workflow process of closing more than a 1000 OWA migration tickets; provided a solution for converting GroupWise subfolders to PSTs for post-OWA migration. Initiated our current patching plan; oversaw the Libre Office push.

Senior System Analyst/ Team Lead

Confidential, New Castle, Delaware

Responsibilities:

  • Provided complete desktop and server support in a mixed OS environment supporting.
  • Server 2000 to Win7 desktops, including thin clients and VM Ware.
  • Lead tech responsible for patching over 30 servers.
  • Responsibilities include account creation, rights management, application deployments.
  • Desktop software management via HP OVCM.
  • Continuation of Business (COB) technical coordinator ensuring access of critical functions in the various disaster scenarios. and mentoring new employees.

IT Process Lead/ Help Desk Manager

Confidential, Wilmington, Delaware

Responsibilities:

  • Responsible for managing the daily and long-term processes related the flow of service requests from the customer to resolution.
  • Managed 5 to 7 direct report’s daily activities, administered quarterly reviews, and guided .
  • Coordinated various resources for project completion.
  • Chaired meetings, delivered presentations to management, prepared monthly performance metrics.
  • Defining and implementing an SLA standard.
  • Led and coordinated with Development Team and other IT Departments the successful implementation of an in-house ticket management software program based functional requirements.

Senior Desktop/ Network Admin

Confidential, Philadelphia, PA

Responsibilities:

  • Providing complete desktop support (Win 9X to XP) in a mixed Novell/ MS Active Directory healthcare environment.
  • Network responsibilities include; creating new accounts, managing user rights and permissions and application pushes with Zenworks, Console One, and Novell Application Launcher.
  • Updating network databases.
  • NDPS print setup.
  • Ghost image creation and management.
  • Managed PC rollouts and upgrades.

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