Managing Director Resume New York, NY - Hire IT People

Objective

Seeking a fulfilling and challenging role within technology that will allow me to utilize my troubleshooting, customer service and management skills.

TECHNICAL SKILLS

SkillsWindows 7/8/10
Microsoft Office
Microsoft Office Pro Plus
Office 365
Active Directory
Mac OS X 10.8 - 10.14
Google Apps
Webex
Zoom
Norton Ghost
Acronis True Image
Partition Magic
Recover My Data
Internet Explorer
Mozilla Firefox
Google Chrome
RT3
Service Now

PROFESSIONAL EXPERIENCE

Confidential, New York, NY

Managing Director

Responsibilities:

Tech lead for refreshment of out of warranty laptops for 1800 staff members.
Manage the daily help desk functions which include scheduling, escalations and issues that help desk technicians need guidance on.
Changed workstation processes and procedures so that both help desk and workstation work can be aligned and function as one team.
Worked with security team to setup processes for phishing scams and spam emails.
Help desk lead on roll out of Beyond Trust software to the organization to make laptops more secure within the environment and remove administrative rights.
Worked with Windows server team to deploy Intune to the organization as a new MDM solution.
Performed data analysis on monthly reports to find trends and worked with respective teams to resolve issues in a timely manner. Presented finalized data, including ticket closure numbers, to Senior IT Leadership.
Directly supervised and managed Helpdesk technicians to provide high end customer support. Ensured proper protocol and procedures were followed, along with making improvements, to ensure customer satisfaction numbers rose and were maintained above 90% for over 2500 users.
Help desk lead in high profile, organization wide rollouts of Office 365, Maas360 (Mobile Device Management), and Google Apps for Business.
Created training documentation, as well as provided direct training for new technologies being introduced. This included but was not limited to: Office 365, Maas360, Google SSO, Google Apps for Business.
Created training documentation for all organization wide New Hires.
Administered accounts within Office 365, Active Directory and server folder permissions for onboarding, transferring and exiting users, including creating mailboxes, calendars and distribution lists.
Tier 1, 2 & 3 enterprise level support for mixed Windows and OSX environment for 2500 users in office or remote.
Point of contact with Verizon for org wide mobile device account management
Provided mobile device support for end users: iPhone, Android, MIFI and Aircard
Created knowledge base articles for staff to use within the Service Now Knowledge Base.

Confidential, New York, NY

Lead Technician

Responsibilities:

Supervised daily break/fix operations for the NY Office along with supervision of 16 field techs.
Deployed, troubleshot and provided direct support with end users with multiple brand of hardware: Dell, Lenovo and Gateway Desktops and Laptops
Managed relationship with primary shipping partner, as well as ordering and receiving parts for client issue resolution
Trained and enforced compliance with company policies and procedures, scheduling and route mapping for technicians in different locations
Main point of contact for technician issues and questions, along with Primary scheduling and escalation backup for department manager.

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Managing Director Resume

New York, NY

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