Versatile results-focused Information Technology Manager with proven experience delivering client service technical support incident and change management and project management initiatives in fast-paced high-volume technology environments. A motivated high impact IT professional with positive can-do energy who builds world-class teams creates exceptional cross-functional relationships and earns trust. Experience in multiple industries Financial Services Life Sciences and Advance Technology. Successful track record leading IT projects to completion on time and within budget. Areas of technical expertise include

Service Desk Tools Numara FootPrints Remedy Peregrine Avaya ACD

Software MS Project MS Office/Outlook SMS SCCM Visio McAfee Symantec

Sophos Anti-Virus Nortel and Cisco SSL VPN VNC

Hardware Dell HP and IBM Laptops Desktops and Servers Blackberry phones

Operating Systems Windows XP Windows 7

Network SW/HW Active Directory MS Exchange DNS DHCP

PROFESSIONAL EXPERIENCE

Confidential

SERVICE DESK MANAGER

• Managed Service Desk and technical support operations across three sites providing leadership to the Service Desk team in a Microsoft Windows setting.
• Implemented a ITIL based Service Desk ticket tracking system Numara FootPrints to all support departments
• allowing for improved tracking and categorization of trouble tickets.
• Expanded Service Desk support to include new site with 300 additional users Pittsburgh
• Modified Service Desk phone system to accommodate Spanish speaking users
• Expanded Service Desk support to Draeger Latin American offices
• Started corporate wide project to upgrade all desktops from Windows XP to Windows 7
• Grew Service desk staff from 7 to 10 technicians
• Managed the procedures related to priority tracking and resolution of Service Desk incidents

Confidential

SERVICE DESK MANAGER

• Managed Service Desk and technical support operations providing leadership to Service Desk technicians in a Microsoft Windows setting. Charged with developing and managing service desk SLA s and KPI s as well as reporting on and publishing service tracking data.
• Worked as a critical team member to develop and rollout the ITIL Incident and Change Management processes to the IT organization
• Decreased service desk calls by 20 by implementing an automated Password Reset tool.
• Reduced ticket-processing time and average time to close by implementing a Remedy based knowledge base tool for the support organization.
• Participated in the RFP process for outsourcing after hours and weekend service desk support.
• Managed a team of 5 service desk technicians in Shanghai China to support after hours and weekends.
• Project manager for rolling out a new VPN solution corporate wide.
• Worked closely with other IT teams to drive continuous improvement and processes in the IT infrastructure.
• Managed customer satisfaction via IT customer satisfaction surveys.
• Built high performing customer oriented Service Desk team that consistently delivered high quality results.
• Consistently earned high customer satisfaction ratings.

DESKTOP AND HELP DESK CONSULTANT various assignments

Desktop Support and Help Desk positions managing large PC refresh projects and providing technical leadership

and support.

Confidential

Desktop Support and PC refresh consulting

Confidential

Desktop Support Lead for IBM at the Democratic National Convention and Committee

Confidential

Software Quality Assurance Testing

Confidential

Windows XP Rollout upgrading desktops from Windows 98 NT4.0 and 2000 to Windows XP

Confidential

SENIOR manager desktop TECHNOLOGY 2001 - 2003 MANAGER desktop TECHNOLOGY 1998 - 2000 manager Help DESK 1995 - 1997

Directed technical support operations providing leadership to Help Desk and Desktop Support teams in a Microsoft Windows setting. Charged with developing all Help Desk Desktop and remote computing support policies and procedures. Managed Desktop Support teams in 3 remote sites and supported all regional sales sites. Accountable for PC adds/moves/changes strategic planning and annual budget management. Partnered with all levels of management to ensure service delivery levels were consistently met.

Desktop Support

• Managed the upgrade of Windows 3.1 to Microsoft Windows NT 4.0 for 2 000 desktops.
• Planned coordinated and directed the relocation of 500 desktops from 300 Puritan Way to 400 Puritan Way over a one-weekend period with zero loss in user productivity.
• Worked as a critical team member to develop enhance and standardize the IT infrastructure.
• Built high performing customer oriented Desktop Support team that consistently delivered high quality results.
• Managed all PC adds moves and changes.

Project Management

• Over a 3-month period planned and managed the replacement of hard drives for 3 000 PC s reducing hard drive failures to 1 .
• Drove logistics and technical planning for the relocation of desktops to new Merrimack site to support increased business and higher call volumes.
• Planned coordinated and directed the relocation of 1 500 desktops from Boston to Marlboro over a 3-month period all in periodic phases during nights and weekends with zero loss in user productivity.

Cost Savings/Increased Efficiencies

• Saved division 70 000 per month by converting remote users from Shiva WorldCom to AT T.
• Reduced number of calls to help desk by 12 by creating new and improved remote access web page.
• Shaved six weeks off remote access request processing by automating the approval process from its original paper-based system to a web-based system.

Help Desk

• Increased first time call resolution by 20 by centralizing documentation for key fixes and implementing web-based knowledge management system based on ServiceWare s eService suite.
• Reduced ticket-processing time by 15 by converting ticket tracking system from Remedy to PACE Peregrine .
• Implemented new Aspect call system decreasing callbacks by 15 and increasing customer satisfaction by 10 .
• Implemented new Help Desk ticket tracking system Remedy to all support departments allowing for improved
• tracking and categorization of trouble tickets.

Confidential

Manager

PC Support Analyst

• Managed department responsible for all aspects of Personal Computing for over 400 users. Directed a four-person Desktop and Network support staff. Evaluated and selected new PC hardware and software products performed needs assessment for LAN implementations and maintained and supported two LAN s.
• Successfully upgraded 400 desktops from MS DOS to Microsoft Windows 3.1.
• Planned configured and managed the implementation of a Local Area Network based on Novell Netware 3.12.
• Successfully implemented company e-mail system - Lotus cc mail.
• Planned coordinated and directed the relocation of 500 desktops from Lexington to Waltham.