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Service Desk Manager Resume

Middletown, PA

WORK EXPERIENCE:

Confidential, Middletown, PA

Service Desk Manager

Responsibilities:

  • Manage Service Desk operations and personnel, Western Office all Interchanges and maintenance locations on the PA Turnpike
  • Ensure all tickets are routed to the appropriate group, correctly addressed, and resolved to the satisfaction of the caller
  • Create monthly metrics using ServiceNow, reporting status and trends
  • Put measures in place to mitigate recurring issues

Sr. Network Engineer

Confidential

Responsibilities:

  • Windows 2003, 2008, 2012 R2 Active Directory Domain Administration, including Forest and Domain level upgrades, split brain DNS, Group Policy and Kerberos authentication administration
  • Microsoft IIS 6.0, 7.0, 8.0, 8.5
  • AirWatch MDM software - Lead for on premises servers
  • Infoblox appliance for DHCP
  • Solarwinds Orion
  • VMware ESX Server and vSphere 5.5 - 6.5
  • VMware Horizon - Build, deploy and support
  • Microsoft SQL 2005, 2008, 2012 Server
  • Microsoft Service Manager - Installation and configuration
  • Service-Now - IT Service Management software
  • Windows Server security patch deployment using SCCM
  • Microsoft Group Policy - design, configuration, troubleshooting and maintenance
  • SAP Basis Administration
  • Citrix MetaFrame 1.8 and XP - Configure, build, upgrade and maintain entire server farm, delivering desktops and applications across all Turnpike locations

I.T. PC/LAN Analyst

Confidential

Responsibilities:

  • Network administration
  • PC and laptop installation configuration and support
  • BMC Remedy help desk software
  • Help desk - Answer, troubleshoot, resolve and log end-user issues

Confidential, Camp Hill, PA

I.S. Analyst

Responsibilities:

  • NT Server 4.0 - lead administrator
  • SNA Server administration
  • Project Lead for 32-bit desktop upgrade project
  • Administer ROLM 9751 CBX phone system and voicemail
  • Member of several manufacturing control teams
  • MMI - Hardware installation and security
  • 24/7 on-call support for all plant I.T. systems.

Computer Operator

Confidential

Responsibilities:

  • Operated the plant’s computer systems
  • Responded to desk calls

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