Help Desk Manager Resume

SUMMARY

Poised to contribute unique blend of sales, project - management, and exemplary customer-support skills, along with commitment to excellence, to your firm’s value by ensuring that projects support strategic mission and objectives within scope, budget, and schedule.

TECHNICAL SKILLS

Areas of Proficiency: Windows XP/2010/2013* Exchange 5.5 * PC/Desktop Support *Remedy Call Tracking*Best In Class Environment *PeopleSoft HR 9.0 *Sarbanes-Oxley *HDI

Desktop OS: Windows NT, 2000, 2010, UNIX

Hardware: Laptops, Printers, USB, and Multiple Monitors

Applications: MS Office 2010, Citrix Metaframe Client support with Empower and MRI Windows configuration, MS Outlook / Exchange 5.5, Remedy Call Tracking, Internet, Web based POS/Billing applications, POS router system, CRM PeopleSoft 9.0, Intelligent Call Routing Products, Norton Antivirus, Clarify 2.5 CRM, Lotus Notes R6, Java/J2EE, Sybase SQL Anywhere, Data Management

PROFESSIONAL EXPERIENCE

Confidential

Help Desk Manager

Responsibilities:

Applications support and the help desk function, supervising 10 representatives providing 1st, 2nd, and 3rd level technical support by phone and desktop support team which has a user community of 1000+ end users including the Board of Directors.
Directly managed and executed four Sarbanes - Oxley I.T. compliance projects.
Implement, manage, and maintain divisional servers and mission critical applications, such as SMS, SUS, Lyris, Blackboard, and others as assigned,
Projects managing PeopleSoft HR accounting, managing 2 developers on these projects.
Support Change Control Meeting.
Supported the following applications: Clarify 2.5 CRM, Remedy 7.3
Manage the Help Desk function as well as prioritizing, resolving, recognizing, and routing end-user computer problems. Establish and document policy and procedure.
Ensure appropriate status is updated in the Portfolio from all sources and teams.
Responsible for Citrix Metaframe Presentation server and applications.
Software Development Project Management experience.

Confidential

Project Manager IT

Responsibilities:

Manage software system development and integration projects for POS systems, through all phases of project life cycle - analysis, design, development, testing, implementation, and post-production support.
Synchronize and appropriately portfolio projects with 3 year technology plan for consistency
Experience in development of enterprise standards and technology architecture, technology evaluations and transfer and the IT governance process.
Experience in phone and/or on-line support of business applications, proprietary business software, or systems on a web server environment.
Managed software development projects in CRM HR accounting.
Experienced in IT project budget analysis, outsourcing strategies, and contract management.
Proven ability to deliver high quality IT products and services on schedule and under budget.
There was 20,000 plus corporate users nationwide with a variety of issues by phone and e-mail.
Experienced project manager who has successfully led large project teams of 10+ people from requirements-gathering through to implementation and support.
Coach, mentor and lead personnel within a technical team environment. Document and report findings to facilitate problem resolution.
Deploy project-management skills to bring projects in under budget, on time, and with superior quality.
Network and configuration, and troubleshooting.
Manages escalated outages that fail to meet service level agreements with internal and external customers. Experience with handset repair and reverse logistics.
Trained new employees on department specific procedures, services, and new products.

Confidential

IT Support Lead

Responsibilities:

Support lead for Desktop and Help Desk team.
Experienced with managing CRM PeopleSoft.
ERP Systems document imaging.
IT PM in a hospital working on clinical application projects. Epic, Cerner, Meditech, Siemens ERP etc.
Investigate and recommend strategic initiatives for the telecommunications functions.
Supported an IT PM in a hospital working on clinical application projects.
Experience in PBX switching and services ACD and IVR.
Prepare annual budget and manage monthly performances.
Contracted to programming in IMS/Basic. Modifying SCO (UNIX) system, using VI editor.
Oriented professional IT consultant who excels at managing projects, collaborating with project teams, interfacing with clients, and deploying technology to build successful solutions for clients.
Experienced project manager who has successfully led large project teams of 10+ people from requirements - gathering through to implementation and support.
Strong problem-solver who can design solutions and assist developers with projects.

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