Manager, It Support Resume
4.00/5 (Submit Your Rating)
New York, NY
PROFESSIONAL EXPERIENCE:
- Developed multiple successful 24 - 7 service desk teams
- Defined a vCIO and proactive server maintenance process for a MSP
- Automated operating system updates for Windows & Mac OS X
- Developed managed security offerings around education and security tools inclduin, DLP, SIEM and network scans and cloud endpoint tools
- Developed happy managed clients and implemented Customer Satisfaction surveys to validate the results
- Optimized ITSM ticket systems inclduing ServiceNow and ConnectWise Manage
- Improved IT vendor performance through imrpoved knowledge exchange
- Evaluated security tools and devloped security services to increase MRR
TECHNICAL SKILLS:
Active Directory | Office 365 | ServiceNow | Meraki | MDM | Endpoint management | Windows Server & Workstations | Network & ISP Monitoring | Virtualization | JAMF | Mac OS X | PowerShell | VoIP | PagerDuty | AV & Security | PagerDuty
PROFESSIONAL EXPERIENCE:
Manager, IT Support
Confidential, New York, NY
- Responsible for end-user support and operation for 1000+ corporate and retail users
- Implemented ServiceNow Change Management and ITSM enhancements
- Developed a world-class service desk powered by healthy team culture, knowledge management and a passion for customer service
- Streamlined new hire onboarding process to successfully onboard more than fifteen employees a week
- Recruited and managed a collaborative and dynamic team of IT service desk talent across the United States
- Executed projects to operationalize IT infrastructure for retail and manufacturing locations across the US.
- Implemented 24-7 support for critical systems and retail locations
- Developed and maintained subject matter expertise in critical IT systems
- Built ServiceNow reports, dashboard and workflows to measure and achieve ITSM goals
Managed Services Manager
Confidential, Englewood Cliffs, NJ
- Owned administration of desktop management, servers, and cloud services
- Managed an engineering team responsible for five thousand endpoints
- Monitored health and performance for firewalls and VMWare hosts
- Implemented a cost-effective RMM solution for Apple OS X management
- Conducted system security audits and prepared client recommendations
- Developed documentation and processes to streamline client onboarding
- Evaluated and selected solutions for network and endpoint security
- Provided management of Antivirus and additional security tools and vendors
IT Consultant
Confidential, New York, NY
- Delivered projects including asset management, PC deployments, Office 2016 upgrade, and IP security cameras
- Provided systems support for Windows and Mac OS X workstations and business applications including MS Office, QuickBooks, and SaaS applications
- Developed service management processes, reporting, and workflows involving Tigerpaw and Zoho, Crystal Reports and BrightGauge
- Implemented dashboards and developed custom reports for service and sales
Client Services Manager
Confidential, New York, NY
- Developed a 24-7 helpdesk supporting financial and professional services for small and medium business clients
- Provided hands-on administration and support for a core technology stack including ConnectWise, Labtech, VMWare, Microsoft Windows, Cisco networks, HP servers, HP workstations, and mobile devices
- Delivered client-facing projects including Exchange migrations and new technology rollouts
- Developed reporting, KPIs and scorecards for IT operations