Desktop Support Manager Resume profile Uncasville, CT - Hire IT People

Summary:

Information Systems Desktop Support Manager with extensive experience in managing and training an effective technical workforce to deploy and maintain technical support in a large organization. Demonstrated results include:
Consistently achieved 90 of service level goals for response and repair
Planned and executed department initiatives to improve efficiencies
Managed projects to improve service delivery or functionality to clients

Career Experience

Confidential

Desktop Support Manager

Manage a technical workforce in support of casino operations to include first line call resolution and desk side support. Responsible for delivering consistent, high quality, service delivery performance
Manage and set direction for a 24/7 technical support team in a Windows XP environment. Engage other resources as necessary to participate in problem response and root cause determination.
Proactively identify improvement opportunities and set direction for timely resolution.
Interact and communicate effectively with staff ,senior management and clients as to the team's performance against goals
Provided written and verbal performance feedback to employees

Confidential

Desktop Services Manager

Managed a technical workforce of 34 people to respond and repair personal computers for 8000 employees
Set strategic goals concerning service delivery including response and repair times
Hired, trained and deployed people with the appropriate skills in geographic areas of responsibility in support of Windows 2000 and Windows NT desktop computers
Solicited feedback from the clients concerning the services provided and the teams effectiveness in meeting their needs
Consistently achieved a 90 or higher for the organizations customer satisfaction, response and repair goals
Interacted and communicated effectively with staff and senior management as to the team's performance against goals
Provided written and verbal performance feedback to employees

Project Manager

Confidential

Experience in managing large cross business unit international projects such as the implementation of Peregrine Servicenter
Familiar with working in regulated environment.
Managed a 9 million-dollar department budget using online reporting tools and spread sheets to monitor and contain costs.
Experience in managing project resources and risks
Ability to set and manage expectations