IT Support and Services Manager Resume

SUMMARY OF QUALIFICATIONS

Technical Support and Management Professional with extensive working experience with hardware, software, and customer support.
Demonstrated ability to provide excellent service to diverse customers.
Qualifications include solid knowledge of electronics industry, ability to supervise and train staff, and skill in all aspects of client/server networking systems.
Working knowledge of Windows ( 7 and 10) MS - Office 2016. Certified MCP

EMPLOYMENT HISTORY:

Confidential

IT Support and Services Manager

Responsibilities:

Confidential

Site Support Technical Analyst

Responsibilities:

Provide technical support to approx 200 in-house users including executive support to IT director and Senior leadership team
Responsible for all desktop and laptop lease returns and renewals
Maintain and update all SOPs for specific site
Technical liaison between Compucom and Confidential
Administer various AS400 reports and troubleshoot related print queue issues
Responsible for all MAC processes including Telcom
Proficient with McAfee Endpoint Security (Safeboot)
Dell Certified
HP Certified

Confidential

Hardware Depot Support Specialist

Responsibilities:

Reduced repair expense and improved responsiveness by assisting in the planning and development of the transition of Organon Pharmaceutical’s laptop and hardware support for their field sales force from a third party vendor to in house operation.
Achieved a seamless transition to in house support with minimal or no impact to the field force.
Met strict 1 day turnaround Service Level Agreement (SLA) with over 98% efficiency.
Ensured consistency and adherence to company policies and protocols by drafting all documentation including configuration documents and SOP’s.
Executive Support Technician responsible for delivering reliable, available, and responsive IT services to the Senior Leadership Team

Confidential, Somerville, NJ

Technical Support

Responsibilities:

Performed follow up to end users for Eworkplace (windows 2000) rollout.
Supported entire research division (approximately 500 users) at Union campus of Schering Plough
Provide complete technical support for over 300 users at Exxon (EBSI Facility).

Confidential, Iselin, NJ

Technical Lead at Novartis- Integration Move Team

Responsibilities:

Confidential, Piscataway, NJ

RMA Manager

Responsibilities:

Oversaw quality control inspection of refurbished printers prior to returning product to inventory
Prepared weekly status reports for sales management
Served as Engineering Manager in his absence

Confidential, Fairfield, NJ

Service Center Manager

Responsibilities:

Assured that excellent service was provided and that staff was trained to handle volume effectively.
Purchased and maintained inventory of disk drives, logic boards, power supplies and peripherals.