Support Manager Resume

SUMMARY

Solutions - focused professional with over 20 years of diverse IT and management experience. Highly adept at delivering impactful results through effective communication and unwavering commitment to customer excellence.
A natural leader with a reputation for excellence in introduction of best practices and strengthening processes.
Continuously identifying solutions to reduce operational costs and meet changing business demands.
Acute attention to detail with exceptional written, verbal and, interpersonal skills. Extremely resourceful with English, Spanish, and Portuguese language capabilities.

TECHNICAL SKILLS

MS Server 2010/2013/2016 | Microsoft Exchange 2013, 2016 | SCCM | Network Administration | Active Directory (AD) | Active Directory Domain Services | GPOs |TCP/IP | DNS | DHCP | Windows 7, 8, 10 | VMWare | MS Hyper-V | HP Product Lines (PCs, Servers & Printers | PowerShell | Cisco Routers & Switches | Citrix/Xen Desktop | Norton Ghost | Wireshark | Fiddler | MS NetMon | RingCentral

PROFESSIONAL EXPERIENCE

Support Manager

Confidential

Responsibilities:

Started out as a Tier 1 Agent, was promoted to Tier 2 within 6 months. Was promoted to Tier 1/2 Supervisor within the following year, 4 months later was promoted to Support Manager.
Built and developed the entire Support Department, creating and maintaining policies, procedures, and technology best practices for efficient resolution of customer incident and problems.
Consistently achieve 9 & 10 on a scale of 1-10 for closed tickets, with current customer satisfaction at 90% .
Provide monthly reports to senior management with regards to operational productivity, system reliability, and outstanding IT environment issues.
In charge of recruiting and training new CSRs.
Administering RingCentral, Adding, Deleting and Moving users. Recording phone calls and tracking metrics. Installing RingCentral SoftPhone on PC and MAC, Installing RingCentral App on Android and iOS.
Recreated and Administered an MS Server 2013/2016 Environment using Hyper-V to create a proper DC and File Storage solution.

Cisco Router Install Technician

Confidential

Responsibilities:

Managed wireless connectivity, determining proper channel, SSID, and security of installed devices.
Ensured port security to prevent unauthorized access to organizational networks.

Confidential

PC Support Technician

Responsibilities:

Assisted in implementation and maintenance of Citrix remote computer carts throughout the hospital facility; carts used to efficiently distribute and keep track of patient medications, monitor and record patient issues, ultimately ensuring peak performance of infrastructure systems.
Carts consistency ran at 95% or more efficiency with very little down time.
Configured, imaged, installed, and supported Windows machines, updating and managing permissions using Active Directory; administered Xen Desktop on mobile workstations, adding/removing objects in containers, and configuring HP Laser Printers.

Confidential

PC Support Technician

Responsibilities:

Configured, installed, and supported Windows machines and corporate & branch servers.
Managed Active Directory accounts for new and existing end-users, creating group policies to define and maintain organizational security and networking policies at the machine level.
Maintained shared software and operating systems, using configuration management tools to execute preventive maintenance activities on baseline products.

Desktop Support Technician

Confidential

Responsibilities:

Installed, configured, and supported Windows machines and systems, updating and managing permissions via Active Directory.
Utilized IBM Impact and HP Service Manager to effectively prioritize, manage, and resolve customer incidents.
Installed & configured MS Outlook 2007 & Office Communicator on hand-held devices, providing support & training to ensure end-user device understanding.