Help Desk Manager Resume New York, NY - Hire IT People

SOFTWARE:

Excellent with: Microsoft platforms, MAC OS X, iOS, and Android. Microsoft Suite, Visio, SQL, Access, Office 365 Enterprise, Azure PowerShell, MS Dynamics CRM, Exchange, Active Directory, Enterprise Vault, SharePoint.

Financial: Bloomberg, Citrix, Business Objects, PAM, XIP, Timberline, QuickBooks.

Healthcare: Avatar, Awards, eClinicalWorks (ECW).

Cloud: iCloud, Google Apps, Dropbox, OneDrive.

Adobe: Acrobat, Java, Oracle, Kaseya, Salesforce, ConnectWise, VSphere, Wyse.

WORK EXPERIENCE:

Help Desk Manager

Confidential, New York, NY

Responsibilities:

Oversee the operations of the entire Service Desk, currently staffed at 20.
Implemented a new dispatch model to triage tickets more efficiently, freeing up resources and allowing us to have more competitive Service Level Agreements (SLAs) and allow the company to take on more business.
Overhauled our internal ticketing system, ConnectWise, reconfiguring and adjusting it as the company grows.
Handle over 75 different clients, each with a unique configuration.
Present our Service Desk during sales meetings to prospective clients.
Project Manager for multiple Office 365 migrations. Largest involved 900 users.
Develop and define all new policies and procedures using ITIL service lifecycle for the company.
Opened and managed satellite offices in Connecticut and Missouri to expand Service Desk, minimizing costs for the company.
Run Key Performance Indicators (KPIs) for the Service Desk to maximize productivity.
Perform all Service Desk performance and compensation reviews.
Created a core curriculum with training videos to train new employees more efficiently.

Global Desktop Engineer

Confidential, New York, NY

Responsibilities:

Provided Level II support to 3,500 users in 27 countries over various time zones, averaging 60 calls a day, troubleshooting a wide variety of issues and systems.
Opened tickets in the SalesForce ticketing system for each call averaging 95% ratio to inbound calls and 85% to calls resolved.
Ran daily/weekly reports of ticketing system to reach goals and spot trends.
Project Manager for rollout of new two - form factor hard token for all VPN users worldwide.
Provided survey results feedback to team and resolved any users that felt unsatisfied with their help desk experience.
Triaged and prioritized calls when faced with influx of high volume of calls on busy.

Compliance Associate

Confidential, Jersey City, NJ

Responsibilities:

Worked in Surveillance overseeing all subadvised, equity and fixed - income accounts.
Defined and gathered user requirements for the Business Continuity Plan ( BCP ) sub-committee; created Business Requirement Documents ( BRD ) and disaster recovery plans; performed troubleshooting analysis to resolve technology issues;
Tested and refined firm wide IT and Security Policies and Procedures.
User acceptance testing (UAT) with Technology for the roll-out of departmental applications and technologies.
Analyzed current processes and identified inefficiencies that could be streamlined/automated through technical solutions.
Ran SQL queries for advanced analysis in preparation of monthly and annual Form 13Gs and quarterly Form 13F filings with the Securities and Exchange Commission ( SEC ).
Analyzed and reviewed portfolio investment guidelines and restrictions for the subadvised funds.

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Help Desk Manager Resume

New York, NY

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