| Professional Summary - Energetic and driven ITManager with a BS in Business Admin and over 20 years' experience. Designed and developed SLAs for effective service. Analyzed and Improved processeswithin support team operations. Successful implementation of life cycle management.
- Service Desk Management of teams using KACE and Track-it , coupled with asset and inventory control and monitoring
- Vendor Management including contract negotiation, monitoring SLA performance
- Analysis of business processes utilizing ITILfoundation knowledge , creation of performance matrices and SLAs
- Windows server, Active Directory, Exchange maintenance, Group Policy, networking fundamentals and security
- Support for: Windows operating systems, Microsoft Office including Office 365 and Lync maintenance and support, Adobe products, VMware, Watchguard firewall software and appliances, Avaya phone systems and management software
- Technical training development and a strong presenter with experience leading webinars and in-person workshops
- Experience working with a diverse population, both in person and in an online environment.
- excellent troubleshooting and technical support abilities
Experience Confidential Help Desk Coordinator - Responsible for managing and monitoring the day to day operations of the Help Desk which includes assigning and escalating support problems to the correct staff. The Help Desk supports 2000 employees throughout the United States.
- Manage all IT purchasing including vendor management
- Maintain and program the current Track-it Help Desk work order system
- Development, programming and implementation planning for the transition to Dell KACE for Help Desk tracking
- Development of metrics and reporting for optimal support to assure defined SLAs are being met
- Assist with project management
Confidential Service Desk Manager - Responsible for managing and monitoring the day to day operations of the Service Desk call center which included scheduling and mentoring a team of three support specialists.The Service Desk operated on a 24/7 schedule.
- Assisted with server maintenance, AD/Exchange account management, and VMware problem resolutions
- Managed and maintained vendor relationships for certain technology contracts
- Inventory control and maintenance for all technology assets
- Development, maintenance, and programming of the Dell KACE appliance
- Development and implementation of SLAs, reports and metrics for optimal support
Confidential Technology Coordinator - Responsible for all facets of technology and communications for the school's main campus and three off-sites. Management of 8 servers, several in-house applications, all training, and project management
- Successfully created and implemented life cycle management in accordance with ITIL standards
- Server administration: active directory, exchange, file storage, network printing, security and group policy
- Monitor disaster recovery including backup procedures and fail over technologies
- Innovative, strong presenter with experience leading webinars and facilitating in person workshops
- Support for the Avaya telephone system, and maintain and upgrade the business website
Confidential Technology Coordinator - Responsible for maintaining the 2 onsite servers and network printers for Baltimore Satellite location, consisting of 8 Partner's and 42 other staff members. Assisted in Exchange server maintenance.
- Consulted staff and attorneys on computer software and hardware.
- Identified, researched, and resolved complex technical issues.
- Created the yearly training curriculum for the staff, conducted training reviews and created staff development
- Set up of all hardware i.e. desktops, laptops, attorney blackberries, and all AV equipment for meetings
Confidential Sr. MicroComputer Specialist - Analyzed resources to determine, recommend, and plan modifications to existing systems
- Tested new software and hardware and consulted students, faculty, and staff on computer software and hardware
- Configured, installed, connected and troubleshot desktops, laptops and related devices
- Developed technical handouts and training materials
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