Manager, IT Support Resume New York, NY - Hire IT People

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:

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

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