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It Manager, Is Desktop Engineering Resume

SUMMARY:

Information Technology Professional with proven experience including roles as a manager, project manager, data center manager, systems engineer, technical writer, service desk manager, and telecom analyst. Network and desktop life cycle management. Successfully managed numerous projects and led teams in system and vendor selection; call center design, implementation,, and support; analysis of business requirements; vendor management; change management; incident management.

KEY SKILL AREAS:

  • Operations Management
  • Project Management
  • Budget Management
  • IT Workflow Optimization
  • IT Best Practices
  • Quality Control Procedures
  • Operational Planning
  • Staff and Development

WORK EXPERIENCE:

Confidential

IT Manager, IS Desktop Engineering

Responsibilities:

  • Managed HPSM queues respectively.
  • Performed LANDesk and Active Directory activities.
  • Assisted Data Center Services team with server antivirus upgrades.
  • Assisted in creation of SOPs for local applications.

Confidential

Regional Manager, Field IT Support

Responsibilities:

  • Environmental monitoring.
  • Systems capacity management and planning.
  • Structured cabling, network, and connectivity standards.
  • Drove the annual budget planning process with finance team. Continually met or delivered under budget. managed second level support for 3500 end users, life cycle replacement, and vendor management.
  • Vendor: monitored performance, managed relationship and implementation of vendor governance model.
  • Managed the 5000+ inventory of desktops, printers, scanners, and other IT equipment ensuring inventory was available for redeployment.
  • Laboratory Information Systems applications support, instrumentation, and security
  • Call center design for local call centers: Designed and programmed call flow, recommended call flow, and implemented call flow, for 15+ call centers.
  • Phone Systems management, support, and IMAC for business units, 100+ patient service centers, and 20+ rapid response labs.
  • Rapid Response Lab infrastructure build - out and support.
  • College of American Pathologists and Standard Operating Procedure management: Managed and prepared for CAP response. Authored many IT SOPs.
  • Incident Management: provided critically important analysis to crisis issues…
  • Responsible for incident review, escalation, analysis and reporting.
  • Rapid analysis of a service outage.
  • Aggregation of technical team(s) involve in service restoration.
  • Business focused management communications.
  • Post mortems, executive summaries, action plans and metrics.
  • Project management:
  • Lead many small to medium size projects.
  • Gathered deliverables, created scope/objectives, developed resource plan, provided project analysis, discussed/managed budget and delivery.
  • Environmental Health and Safety leader and trainer for 20 professionals.

Business Unit Information Technology Manager

Confidential

Responsibilities:

  • Drove the annual budget planning process with finance team.
  • Desktop: support for 1000 end users, life cycle replacement, and vendor management
  • LIS applications support, instrumentation, and security
  • Call center design for local call centers: Designed and programmed call flow, recommended call flow, implemented call flow.
  • PBX management, support, and IMAC for business units, patient service centers, and rapid response labs.
  • Rapid Response Lab infrastructure build-out and support
  • CAP and SOP management: Managed and prepared for CAP response. Wrote many IT SOPs.
  • Incident Management: provided critically important analysis to crisis issues

Systems Engineer, Sr.

Confidential

Responsibilities:

  • Management of local helpdesk
  • Management of external customer systems installation,, and support
  • Drove the annual budget planning process with finance team.
  • Management and Systems Administration of local data center Cambridge, MA.
  • Desktop: support for 1000 end users, life cycle replacement, and vendor management
  • LIS applications support, instrumentation, and security
  • Call center design for local call centers: Designed and programmed call flow, recommended call flow, implemented call flow.
  • PBX management, support, and IMAC for business units, patient service centers, and rapid response labs.
  • Rapid Response Lab infrastructure build-out and support

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