Help Desk Manager Resume Profile, OH - Hire IT People

Summary

Microsoft Certified Professional with 8 years professional Information Systems experience and 8 years Management experience. I am currently seeking a rewarding, yet demanding role, that will allow me t showcase technical and management abilities.
I have strong interpersonal skills and the ability t manage a team or project effectively. I hold a very high client service standard and have experience working with all areas within an organization from support staff t executive leadership.

Employment

IT Support Services Manager Mobile Platform Administrator

Responsibilities:

Manage a team of technicians engineers that provide Hardware, Software, Mobile Device Support internationally t a firm with approximately 425 users and 7 offices
Manage all Support Services and hardware deployment for 6 remote offices including support contracts
Manage network support and maintenance for all levels of a 100 server infrastructure
Coaching , Development and Performance Management of technicians
Mobile Server Platform Support and Management
Blackberry BAS version 5.x
iPhone/iPad w/ active sync
Boxtone MDM implementation and support
Zenprise MDM implementation and support
Created user guides and documentation for enrollment processes
Provided device training t users
Responsible for hardware purchasing and provider contract upkeep/maintenance
Working with Vendors on fixes upgrades
QA testing for new software versions and models
Responsible for evolving mobile strategy including best practices for security and usability
Purchasing of Hardware Software
Project Management for IT solutions
Budget Management
Provide support and utilization metrics t upper management executives
Work with Vendors on pricing implementation and contract negotiation
Regularly researching testing new firm solutions as well as managing pilot groups
Inventory tracking
High level software training
Work Order Administration and distribution
Active Directory Maintenance and Upkeep

Confidential

Support Analyst Lead

Responsibilities:

Software/Hardware support for a firm with approximately 375 users
Mobile Device Troubleshooting Server Management
Inventory Tracking
Software/Hardware deployment
Tablet Support iPad, Android, Blackberry

Confidential

Help Desk Manager/Process Manager

Responsibilities:

Coaching, monitoring and training over 120 agents for the world's largest online insurance agency
Create reports of help desk stats for Management
Active Directory administration
Hardware software deployment
Project Management for Call Center
Work order administration
Responsible for a team of direct reports that provided software support t over 120 agents
Serving as desktop support for 75 person Sales Center, assisting agents with technical issues pertaining t proprietary applications, Windows XP and Microsoft Office.
Working with teammates and external partners t resolve issues and maintain peak productivity

Responsibilities:

Underwriting and activating aut insurance policies over the phone while identifying the customer's needs and providing excellence service t fulfill their insurance requirements.

Additional Skills

An advanced understanding of Microsoft systems along with other specialized Software. Other areas of expertise include software implementation, training and management.
Windows XP, Windows Vista, Windows 7, Windows 8, Mac OS, Android, iOS and Blackberry, Active Directory
Sharepoint , Microsoft Server 03/08, Exchange 2003, 2010, MDM-Mobile Device Management, Microsoft Office 2003,2007,2010, Microsoft SCCM, Citrix, VPN, Numara Trackit, Dameware/Logmein
Project management and implementation
Coaching and development
Training
Budget management
Vendor relationships
Ability t manage international office IT needs
Change Management

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Help Desk Manager Resume Profile

OH

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