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Helpdesk Manager Resume Profile

NY

Summary

  • Solutions-oriented hands on Helpdesk Manager with notable success for implementing Service Level Agreements and directing a broad range of corporate Helpdesk initiatives while participating in, planning and implementation of Helpdesk solutions in direct support of business objectives.
  • Track record of increasing responsibility in desktop design, systems analysis and development, and full lifecycle project management.
  • Hands-on experience leading all stages of desktop development efforts, including requirements definition, design, architecture, testing, and support.
  • Outstanding leadership abilities able to coordinate and direct all phases of project-based efforts while managing, motivating, and leading project teams.
  • Adept at developing effective Helpdesk policies and procedures, project documentation and milestones, and technical/business specifications.

Applications

  • Ticketing Systems: Lotus Notes, Footprints, Helpstar, Service Now
  • OS's: Windows NT through Windows 8, MAC OS
  • Microsoft: MS Office Suite 1995 through 2013, MS Project, MS Vizio MAC and PC
  • Browsers: IE, Firefox, Chrome, Safari, Opera Also on all mobile devices
  • Creative: Adobe Creative Suite, Quark, Various audio and video editing software's MAC and PC
  • Anti Virus: Symantec Endpoint Protection SAV , McAfee, Malware Bytes
  • Remote Tools: PC Anywhere, Windows Remote Desktop, Join.me, Team Viewer, Go To Meeting, WebEx
  • Imaging: Symantec / Ghost, Altiris
  • Patching: Altiris, WSUS
  • VPN: Juniper Networks, Corporate Web Portal
  • Wireless: Aruba, Cisco
  • Specialty / Business: Salesforce, DDS, Strata, Prime / Prime Pro, Tiny Term

Professional Experience

Confidential

Helpdesk Manager

  • Made sure that workloads were distributed evenly amongst all technicians while projects met their deadlines. Some projects included but were not limited to:
  • Upgrade internal user base from old machine's using Windows XP to new machine's using Windows 7. This included imaging new machine, migrating user's data, configuring and deploying the new machine to the user in all locations.
  • Facilitate and coordinate all internal user moves with our Facilities department. This included user and equipment, network printers and copier placement as well as making sure data connections at each location were live.
  • Maintaining Helpstar ticketing system which included creating new categories, queue folders, specialized metric reports, user accounts, and company specific ticket needs.
  • Salesforce implementation, documentation, and administration which included learning and training the application to the Helpdesk for end user support as well as back end administration such as creating accounts, contacts, etc.
  • Support and maintain all AV equipment within our internal conference rooms. Set up all internal meetings.
  • Getting the Mobile Iron application on all mobile e-mail user's devices as well as configuration and administration of the application.
  • Recruited to establish a cohesive group of technicians and manage the day to day operations of the Katz Media Helpdesk. Oversee desktop efforts to identify and evaluate all PC and Macintosh platforms. Design and implement Helpdesk processes, policies and procedures. Develop curricula, documentation and facilitate awareness training for employees.
  • Manage a support staff of fifteen technicians in Manhattan, Los Angeles, and Washington D.C.
  • Supported roughly 10,000 employee machines in every major US city as well as some users in Europe while doing tier 1, 2, and 3 support. In addition to supporting company employees we also provided support for Radio and TV stations as well as Advertising Agencies and Rep Firms that used our proprietary applications.
  • Acted as a liaison for VIP's and all upper management such as CEO, CFO, COO, Division Presidents, and Vice Presidents.
  • Provided hands on day to day desktop support when needed.
  • Manage, maintain, and implement Helpdesk corporate policies and procedures.

Confidential

Helpdesk Manager

  • Made sure that workloads were distributed evenly amongst all technicians while projects met their deadlines. Some projects included but were not limited to:
  • Upgrade internal user base from old machine's using Windows 98 to new machine's using Windows XP. This included imaging new machine, migrating user's data, configuring and deploying the new machine to the user in all locations.
  • Building a corporate standard image for desktop and laptop equipment.
  • Standardizing user's mobile devices to Blackberry. This also included administration on the BES server.
  • Weekly meetings with the Editorial department heads to address their wants, needs, and issues on the Macintosh platform.
  • Support and maintain all AV equipment within our internal conference rooms. Set up all internal meetings that included a weekly meeting with our office in Japan.
  • Weekly reporting for Sarbanes Oxley on terminated user's as well as user's needing access to company applications.
  • Recruited to establish SLA's and manage the New York Helpdesk. Oversee desktop efforts to identify and evaluate all platforms, PC and MAC. Design and implement imaging processes and procedures and perform cost benefit analysis on all recommended strategies. Conduct in-depth compliance audits for Sarbanes Oxley. Develop curricula and facilitate awareness training for employees. Supervise daily activities of the desktop team.
  • Maintain and manage a staff of four on site technicians that supported roughly 200 machines in a mixed platform environment MAC and PC .
  • Purchase all hardware software and miscellaneous I.T. related items for users and or our environment.
  • Acted as a liaison for VIP's and all upper management such as CEO, CFO, COO, Division Presidents, and Vice Presidents.
  • Provided hands on day to day desktop support when needed.

Confidential

Helpdesk Manager / Senior Helpdesk Analyst

  • Made sure that workloads were distributed evenly amongst all technicians while projects met their deadlines. Some projects included but were not limited to:
  • Upgrade internal user base from old machine's using Windows 95 to new machine's using Windows 98. This included imaging new machine, migrating user's data, configuring and deploying the new machine to the user in all locations.
  • Helped build and implement a ticketing system within the Lotus Notes application.
  • Created and maintained an on call rotation for before and after hours support.
  • Support and maintain all AV equipment within our internal conference rooms. Set up all internal meetings.
  • Please note that I started my career with this organization. I left for three years to pursue other goals. I was at this organization for a total of six years. I was hired back and promoted to Helpdesk Manager. I oversaw recruiting, training, resource allocation, and employee assessment functions. Built and mentored a cohesive Desktop Support Team.
  • Manage a support staff of fifteen technicians in Manhattan, New Jersey, Pennsylvania, and Europe which supported roughly 2000 machines in a mixed platform environment MAC and PC .
  • Purchase of all hardware, software and miscellaneous I.T. related items for users and or our environment.
  • Provided hands on day to day desktop support when needed.

Confidential

Senior Helpdesk Analyst / Junior Network Admin

  • Hands on support for fifteen hundred users in Manhattan, San Francisco, Seattle, and the UK.
  • Worked on large scale projects and delivered by desired deadlines provided by I.T. management.
  • Altiris Admin: Configured and implemented an Altiris Deployment and Notification server within existing network. Developed and created rips, events, and install packages for imaging. Created and generated specialized reports for server and workstation inventory, maintenance, and software upgrades.
  • Jr. Exchange Admin: Responsible for managing and setting up new Exchange accounts, including Fax Medius accounts.
  • Jr. Windows Server 2000 Admin: Responsible for managing and setting up new user accounts in AD within proper OU's. Adding users to proper groups, creating users home directories and proper permissions for user.
  • Cisco Call Manager and Unity Messaging Admin: Create and manage Cisco IP phone accounts, setting up multiple lines. Created and managed Unity voicemail box accounts.
  • Handled nightly tape network backups.

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