Service Desk Manager Resume
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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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