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It Service Desk Manager Resume

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Branchburg New, JerseY

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PROFESSIONAL SUMMARY:

Success - driven Information Technology Executive with a proven track record of driving up productivity levels with excellent technical leadership and Help Desk management experience.

CORE QUALIFICATIONS:

  • ITIL V3 Certified
  • Business Alliance
  • Customer Focused
  • Vendor Relations and Management
  • Project Management
  • SLA Implementations
  • Strategic Planning
  • Budget Analysis
  • Strong Communications

TECHNICAL SKILLS:

Platforms: Microsoft Windows and Server, iSeries, Unix

Hardware: Lenovo Laptop/desktop, Apple Mac, iOS devices, BlackBerryHP Servers, Cisco, Symbol, Xerox, Avaya, Siemens.

Software: Microsoft Office Suite, Active Directory, Windows Server 2008R2Mac OS X, SysAid, ZenDesk, Airwatch, BES, Exchange, TeamViewerOutlook, i5 OS V7R1M0, CL, BRMS, Advance Job Scheduler, C/ALotus Notes, Turnover, Avaya CMS and ASA, Mimix.

Protocols: TCP/IP, DHCP, FTP, VPN

EXPERIENCE:

Confidential, Branchburg, New Jersey

IT Service Desk Manager

Responsibilities:

  • Managed day-to-day Help Desk Operations.
  • Train and mentor IT teams.
  • Main escalation point for all requests and incidents.
  • Manage communications for outages and emergency situations.
  • Coordinate/follow-up on user request/outages through ticketing system.
  • Identifying and developing methods to improve processes and resolve technical issues.
  • Managed Hardware/software deployments including operating systems, Office Suites, Sales Force administration, computing solutions, iPad rollouts.
  • Managed Teams by overseeing tasks and project deliverables.
  • Provided goal setting and mentoring of team members.
  • Procurement, setup and deliver Apple iOS and Blackberry devices.
  • Established IT/Client relationships on discussions of technical support to ensure SLA’s were adhered to and goals were met.
  • Maintained and deleted accounts according to Corporate Information Security policy & standards.
  • Communicated and negotiated with Software vendors and suppliers.
  • Managed Computer Operations Department.
  • Upgraded new releases, install Confidential ’s, Group Confidential ’s, Cumm packages on iSeries. Install new third party software on the iSeries system.
  • Manage system backups Via BRMS and restore object and libraries.
  • Maintain Operations production process documentation.
  • Implement and maintain Security, menus, profiles, configure hardware.
  • Manage move /add/changes on the Avaya phone system.

Confidential, Garfield, New Jersey

Computer Operations Manager

Responsibilities:

  • Upgraded to new releases, Installed Confidential ’s, Group Confidential ’s, C/A and Cumm packages on the iSeries.
  • Transitioned major hardware and software system upgrades; allowing development staff projects to be completed on time.
  • Provided on call 24/7 Software support and Hardware support for a 400 PC/terminal network including 10 dedicated remote Sales and Centers and Warehouse.
  • Create/modify CL programs, Implemented and maintained Security, user menus, User Profiles, configuration of printers, terminals, other peripherals and output queues on the OS/400 Operating System and Change Management application.
  • Promoted all production changes.
  • Established and instituted IT standards for all production policies and procedures.
  • Maintained all Technical implementation documentation.
  • Evaluated the department’s budgets and leasing.
  • Purchased equipment, related peripheral devices and software.
  • Maintained inventory of equipment, supplies and costs for IT and Finance.
  • Handled escalations of all problems on a daily basis and reported problems to executive staff members.
  • Communicated and negotiated with vendors and suppliers for IT and Clients.
  • Collaborated with Marketing Department and vendors in designing forms for customer service promotions to meet company deadlines.
  • Conducted weekly Operational and Change Management meetings with executive staff. Review problems, development projects, system performance, and improvements for client service levels. Maintained documentation minutes of all meetings.
  • Recruited, trained and directed a staff of 7 professionals in all phases f a 24/7 Operation.

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