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Help Desk/desktop Manager Resume

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SUMMARY 
Experienced Information Technology professional with exceptional combination of managerial, technical, communication, and customer service skills. Strong interpersonal abilities, successful dealing with a diversity of professionals and able to rapidly acquire technical knowledge.

TECHNICAL SKILLS

Operating Systems: Windows 7, WindowsXP, Windows2000, Windows2003 Server, Vista.
Software: Office 2003, Office 2007, Lotus Notes 6.5, Remedy, McAfee, CiscoVPN, Service Manager, Sophos.
Certifications: MCP – NT Server 4.0, Windows2000 Server and Professional. . ITIL certification in progress. 
Hardware: HP, IBM, Dell, Apple.

PROFESSIONAL EXPERIENCE

Confidential 2011-Present Help Desk/Desktop Manager

  • Manage a team of 5 Information Technology Professionals responsible for meeting technology support needs of 600+ nationwide nodes including Sales team.
  • Provide tier 3 support for all WinTel devices, Networking, Blackberry, IPad, and IPhone issues.
  • Provide tier 3 on-call Executive support for LifeCell Leadership team including CEO.
  • Ensure manufacturing and all laboratory issues are resolved within SLA.
  • Provide metric reports to upper management regarding helpdesk stats.
  • Administer $500,000.00 budget.
  • Manage companywide operational audits to ensure organization’s hardware and software standards, created supportable environments and reduced total cost of ownership.
  • Conduct all staffing interviews.
  • Provide Active Directory, Exchange, and BES user support.

Confidential 2009-2011
Contractor via Judge Technical

  • Configured, tested, repaired and provided tier 2 phone support for nationwide technical team using Windows Mobile 5.0 Motorola MC7094 units.

Confidential
Help Desk/Desktop Manager 1997 – 2009

  • Administered Windows 2003 file servers, Exchange 2003 server, and all network printers
  • Provided Active Directory Admin user support
  • Built and managed a team of 10+ Information Technology Professionals responsible for meeting technology support needs of 1000+ nationwide nodes.
  • Implemented SLA with a 5 minute response time and target resolution time of 30 minutes on all Critical tickets
  • Provided metric reports to upper management regarding helpdesk stats including calls answered, abandoned, and response time.
  • Worked with IT director on all budgeting issues.
  • Provided mentoring and ensured all staff was trained on latest technologies.
  • Lead person on NY Remedy Call tracking system implementation.
  • Managed companywide operational audits to ensure organization’s hardware and software standards, created supportable environments and reduced total cost of ownership.
  • Lead support for all Windows Mobile 5.0/6.0 and Blackberry devices..
  • Managed several projects including server consolidation, workstation renaming, Office 2003/SP2 rollout, Cisco VPN software upgrade, rollout of various software packages, and relocation of 800+ employees to new location.
  • Provided primary and home support to all Senior Executives.

EDUCATION - B.S., Computer Information Systems

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