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It Helpdesk Manager Resume Profile

Greenville, SC


To obtain a full time IT position that will allow me to utilize my knowledge and experience to benefit the company, staff and clients.


I am a result driven Technical Support/IT Analyst, with experience in various levels support. I am comfortable operating in a wide range of platforms and environments. I have excellent communication skills able to explain complex processes in easy to terms for end users in a professional manner. An innovative, quality focused professional with proven results from his ability to identify, analyze and solve problems while meeting corporate objectives.

Professional Experience:


IT Support Lead

  • Supervise a Desktop Support team of 4 onsite and 4 overseas
  • Provide coaching to staff to increase the overall production of the team
  • Work directly with company stake holders to maximize company availability
  • Assist with daily tasks of the Desktop technicians. Manage PXE Server SCCM
  • Works directly with auditors SOX and HIPPA
  • Manage Cisco ASA and VPN access. Install and manage VMware Virtual Systems
  • Provide wireless device support android, iOS and blackberry
  • Hardware purchase, install and maintenance
  • Develop budget and operating cost information for the Desktop support team.
  • Production support Test and implement new technology
  • Inventory control/Asset management
  • Participates in on call rotation for after-hours support


IT Helpdesk Manager

  • Supervise technical service team 3 team members
  • Provide Level III end user support to tellers, support personnel executives of the bank
  • Including but not limited to VPN access, mobile device support, application support
  • Administrator of Security Server and Helpdesk Ticket tracking system
  • Perform server back up
  • Develop strategic plans
  • Ensure timely and effective resolution of issues - Monitor staff communications
  • Schedule staff to provide technical support coverage for company operating hours
  • Purchase and track needed supplies including equipment, hardware and software


Network Administrator II/IT Systems Tech- Contractor

  • Physical network technician/engineer
  • Data center support tech
  • Administrator of Active Directory, SQL, and Exchange server accounts
  • Mitel phone system administrator
  • End-client image standardization
  • End user support
  • Support role for time critical production systems Matrix Automation and Insequence
  • PHP based SQL reporting development for LANDesk, production systems, and asset
  • management
  • Wireless barcode scanning system support
  • AS400 Support


Global Network Administrator

  • Avaya and Audix phone system support
  • Lead team to transition and provide support for MobileXpress remote access system
  • Data center support
  • Install and configure switches and routers
  • Strategically placed, configured and maintained wireless access points
  • Traveled nationwide providing training to end users for remote access

Global Service Desk Team Leader/End User Support Tech


  • Active Directory administration
  • LANDesk support
  • Motivated team to meet department goals and KPI's
  • Project management coordinator for IT rollouts ex. transition from a Mainframe system to SAP and upgrade to Win MS XP
  • Blackberry and wireless device support
  • Provided team coaching
  • Developed metrics to track team performance and effectiveness
  • SAP, BW and Mainframe system support
  • Provided Lotus Notes administration
  • Installed PC/MAC hardware and software Monitored and Tracked Licensing


Helpdesk Level III

  • Provided problem analysis and resolution to end users
  • Install and support routers and switches corporate and personal.
  • Installed and supported PC hardware and software
  • Set up and maintain video conferencing equipment
  • Provided support to DMS Document Management System


Incident Management Supervisor

  • Supervised a team of 15-20 employees some onsite, some remotely using an ITIL driven format
  • Supported computer hard/software issues
  • Completed departmental purchasing to ensure effective team operation
  • Addressed telecom outages for multiple locations
  • SQL Server support and administration including back-up
  • pulled crystal reports for daily business meetings

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