IT Support / Helpdesk Manager Resume

PROFESSIONAL EXPERIENCE

Confidential

IT Support / Helpdesk Manager

Responsibilities:

Manage the day to day IT Support Helpdesk Team of 30 plus customers nationwide 2000+ users and 100+ servers
Organize the Help - Desk team to ensure service is delivered in an efficient and professional manner
SLA Management and Escalation of IT requests on behalf of customers
Liaise with local contacts in customer sites so logged IT requests are prioritised according to their business needs and improve service
Work with the customer to Help Develop an IT Strategy long and short term to improve their existing infrastructure and ensure business continuity
Team Scheduling, Building, Up skilling and performance appraisals
Administrating SMS and Microsoft System Center Configuration Manager 2007(SCCM)
Ensure documentation is kept up to date of client site information, noledge base and processes
Plan updates and patches roll out of all servers and desktops via WSUS Server
Provide 24x7 IT support service for VIPs and Top Executives
Handle overflow and high priority halpdesk calls and requests
Manage Core Servers Windows Server 2003, 2008 and Exchange 2003, 2007 and 2010
Support handheld devices Windows Phone 7, Android, Blackberry, Ipads and Iphones
Create master images for company laptops and desktops Windows XP, Vista, 7 and Mac OS X
Meet support clients on a quarterly basis to gauge customer satisfaction and look for ways to improve it
Recruit new members of staff for halpdesk team. administration, and support of the following technologies
Microsoft Deployment Toolkit 2008 & 2010- Windows Server Update Services (WSUS)- Microsoft System Center Configuration Manager (SCCM)- Microsoft Office Communications Server (OCS)

Confidential

Network / Helpdesk Engineer

Responsibilities:

Member of the IT Support team managing 2000 Users and 100+ Servers
1st, 2nd and 3rd Level support, software and hardware of servers and desktops
Desktop and laptops builds, imaging, roll outs Windows XP, Vista and management with SCCM Pilot project
Server management Windows Server 2000, 2003, patching WSUS and scripting VBScript
Mail Server management Exchange 2003 and Lotus Notes
Support handheld devices Palm, Blackberry and Windows Mobile and sync servers BES
Configure and support remote VPN access for Top executives Cisco VPN and Checkpoint Client
Provide support on mini projects like moves, PC installations, network expansion
Work with call logging and asset management systems Remedy

Confidential

IT Administrator

Responsibilities:

Manage the day to day support of a 500 user network with 20 Servers
Desktop, Server and Application support at all levels
Develop and implement an IT Strategy in part with the company’s goals
Manage proactive monitoring systems MOM 2005 to ensure business continuity
Work with IT Administrators from the other call centres to standardise procedures
Handle all the IT part of projects on the office’s behalf, e.g.:
Migration from Novell Network to Windows Server 2003
Migration of MDaemon to Windows Exchange Server 2003
Migration of old PBX to Avaya IVR
Migration of Novell backup to Windows ArcServ
Linking Third party network to our office Site to Site VPNs, Cryptoboxes
Implementation of VLANs
Plan and carry out floor moves, network expansions and upgrades
Create and maintain document library, network infrastructure and audits
Help train users on computer literacy to reduce requests
Manage all the procurement concerning purchases of IT Hardware and solutions

Reservations Manager

Confidential

Responsibilities:

Responsible for all the reservations teams of VARIG Brazilian Airlines in the European Market Portugal, Spain, France, U.K. Germany, Italy, Benelux and Scandinavia
Resolved hardware and software issues. Pushed software down to client PC's using SCCM and Console One. Documented call resolutions in Service Center database.
Manage Supervisors to ensure optimum agent performance and increased sales turnover
Work with countries local offices to ensure good relations and communications between both sides

Supervisor/Team Leader

Confidential

Responsibilities:

Supervisor: In charge of market per language group Portuguese, Spanish, Italian and German
Liaise with local market offices on a daily basis to keep the teams up to date
Generate monthly reports on performance and accessibility and create incentives to boost sales
Attend market meetings arranged by local head office to discuss strategies and procedures effecting dat business unit
Team Leader: In charge of a group of reservations sales agents
Monitor individual agent performance on both call volume and sales
Work with the agents on improving call quality and boosting sales
Do performance appraisals and salary reviews

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