TECHNICAL AREAS

• Team Lead experience
• Process development/documentation and implementation of product rollouts
• Training of personnel
• Extensive hands-on technical experience

PROFESSIONAL EXPERIENCE

GIS Desktop Support

Confidential

Relocations Team Lead -

• Daily utilization of Remedy GSM/Remedy SR System, MS office.
• Monitor inventory and order supplies as needed.
• Solicit techs from other departments as needed to complete larger relocation projects.
• Manage direct reports.
• Monitor and maintain SLAs for Relocations, Jack Activations, and RTWs.
• Monitor and maintain Remedy SR and GSM queues.
• Maintain the CT Moves Calendar.
• Plan and oversee large relocations for Pratt Whitney as well as UTC Corporate sites in Farmington and Hartford.
• Meet daily with customer side management move coordinators as well as PMs, other departments and vendors to plan end user relocations. Additional tasks include:
• • Monitor the performance of techs based on changing metrics and expectations.
  • Distribute and monitor the resolution of incidents.

AMER Account Trainer -

• Provide training on new systems via web meeting for US based personnel. Tasks include:
• Regular meetings with senior training coordinator and product reps.
• Contribute to training materials and FAQ for support website.
• Schedule training events and track attendance. Work with managers as necessary to get all personnel scheduled and trained.
• Capture new concerns, and suggestions. Relay to product support.
• Regular utilization of webmeeting software.

Special Projects Lead -

Work with PMs, vendors and other departments as necessary. Assemble, and train a team for tasks and see the tasks through to completion. Daily utilization of Remedy GSM/Remedy SR System, Bomgar, Hyena, Remote Desktop, Active Directory tools, MS office, etc. Some highlights include:

o Recently managed a 10 technician team to complete the XP Elimination project for Pratt Whitney East Hartford Site.

Responsibilities:

• Test custom migration software, work with development staff to resolve issues with tool operation, and ensure customer expectations will be met.
• Develop procedures to complete successful migration/reimages while driving efficiency, quality, and work output.
• Create quality documentation of procedures to be used in all UTC BUs.
• Develop a backup plan to ensure that data, settings, and applications will be migrated manually at a quality level that is compliant with the customer's needs in the event of a migration tool crash .
• Develop scripts to drive efficiency in manual migrations.
• Create quality documentation of the manual migration process.
• Provide documentation, mentoring, training as needed to staff in all UTC BUs.
• Interview all applicants for the XP Elimination tech positions at the PW EH campus.
• Create documentation for use of the SMART Software vault, provide paths and instructions for unscripted application installs.
• Create documentation for the use of Remedy tools. Configuration and methods for searching H/S requests, product keys, etc.
• Monitor and work the XP Elimination GSM queue.
• Assist PM in workflow planning. estimate work output per tech for scheduling purposes and develop methods to drive efficiency
• Train/mentor all project techs on site for duration of the project.
• Train/mentor techs hired for Middletown sites.
• Be available on call for the duration of the project at all hours both by phone and VPN remote support to local and remote BU techs.
• Monitor and report performance of contract employees to the area manager. Suggest and groom candidates for full-time placement.
• o Recently technical implementation project for MHI's purchase of PW Power Systems in Glastonbury CT approx. 250-300 users

Confidential

Responsibilities:

• Co-develop, implement, and train others on configuration steps for incoming PCs. software installs, VPN configurations, etc.
• Regular progress reporting and forecasting to upper management.
• Estimation of workforce and hours needed to complete given tasks.
• Quickly get users up and running in a new environment with all new equipment.
• On-site support, troubleshooting of software/hardware.
• Training for end users on configuration of office products, and specialty software.
• Inventory temporary VOIP phone system for removal.
• Redistribute confiscated H Drive data to Executive staff and assist with special needs/training as needed.

Additional tasks performed -

• Some other tasks I have, and continue to perform:
• o Currently working with SMART Team to develop a custom tailored version of their migration tool for use in our refresh team. One that will allow multiple remote migrations simultaneously cross platform OS or same platform OS without customer interruption.
• Work closely with vendor to communicate needs of our customers and techs.
• Test software.
• Document usage instructions.
• Train/mentor all ICMS staff on tool usage.
• o Provide backup for other team leads.
• Assign daily work to refresh team techs.
• Monitor and report daily numbers to UTC Management.
• Distribute and monitor the resolution of refresh incidents.
• Work sev1 and high visibility incidents.
• Monitor SLAs of tasks assigned to techs.
• o Process development/documentation for standard work.
• o Create simple .cmd scripts to help automate repetitive tasks and increase productivity.
• o I am the ACE representative for Desktop Support.
• o Maintain strong relationships with customers during and after performed services.

ICMS Desktop Technician -

In this position I was a refresh tech. I was often leveraged to Break/Fix, MAC Creation, and Software as needed. I quickly became the trainer of new personnel for these teams. I'd also take on project work as needed. As a top rated tech I was picked to participate in travel opportunities Axon Puerto-Rico refresh and support for large UTC executive conferences.

Responsibilities:

• o Cross-platform profile and data migration, verification of data integrity, win2000-XP-Vista/
• Win7. manual migrations
• o Software/Hardware installs and troubleshooting. From office products to medical devices to shop floor/lab machine data acquisition devices
• o Training/mentoring of new ICMS personnel. all aspects of on-site and remote support
• o Daily utilization of various software and tools. Remedy SR/Remedy GSM, Hyena, Remote Desktop, MS Office, Lotus Notes, Bomgar, misc. home-grown tools and utilities
• o Assist all other ICMS teams and help HP executive support with tech issues.

Area Manager

Confidential

• Regular check-ups and reviewing of field staff 3 Reps covering CT, MA, and RI
• Communicating new procedures and promotions to field reps
• Settling disputes between reps and store management.
• Maintaining quality communications with store management.
• Pre-qualifying, and training of new personnel.
• Provide product knowledge courses for store personnel.
• Coordinating resets and new store set-ups.
• PDA troubleshooting and support, electronic field reporting.

Field Representative

Confidential

• Inventory control, defective merchandise returns.
• Maintaining quality communications with service associates, and multiple manufacturers.
• Product knowledge classes.
• Resets and new store set-ups, merchandising.

Warehouse Assistant Manager

• Warehouse B Confidential
• Inventory control, defective merchandise returns.
• Training of new personnel.
• Computerized inventory management.
• Shipping/receiving and quality control of inbound/outbound materials in multiple warehouses, deliveries, invoicing, printing/die cutting assistant.