SUMMARY:

• Highly skilled Service Desk Manager managing the technical support personnel at Tier II level.
• Over 15+ years of hands - on experience with Help Desk Ticketing Systems and technical training.
• Comprehensive knowledge of computer hardware and peripherals, operating systems and the Internet.
• Superb listening and questioning skills in order to achieve complete resolution and customer satisfaction.
• Flexible and adaptive; proven to excel under pressure while consistently meeting service level agreements.
• Excellent vendor management, problem-solving and troubleshooting skills.

TECHNICAL SKILLS:

Software & Operating Systems: Microsoft Office Suite, Sharepoint, Project, Visio, Adobe Indesign, Illustrator, BMC Remedy, IT Service Management Suite, Photoshop, Spark, Deploy Studio for MAC, WIM images, Active Directory, GoToMeeting, GoToAssist, Bomgar, Cisco Jabber, Dreamweaver, Microsoft Exchange Server, Great Plains, Norton, Veritas, GoPro Studio, Carbon Copy Cloner, TeamViewer, LogMeIn, EASE US Data Recovery, Recuva, Solstice, Web Help Desk (WHD), ServiceNow

IDS/Security Software: Internet Security Systems (ISS), Snort (Sourcefire), Secunia PSI, Malwarebytes, AVAST, Tdsskiller, Postini, McAfee

Database: Oracle, SQL, SQL*plus, HTML, SGML, XML, ODBC, IMIS, Active Directory

Communication Protocols: TCP/IP, DNS, DHCP, RAS, SMTP, POP3, ICMP, UDP, VPN, Telnet, Putty

Operating Systems: Windows 7/10, OS X 10.9, Unix, Linux

EMail Systems: Google, Outlook, Constant Contact.

PROFESSIONAL EXPERIENCE:

Confidential, Park, MD

Service Desk Manager

Responsibilities:

• Hire, train and supervise team of analysts.
• Monitor software and network applications via Check MK
• Monitor daily activities and performance to ensure compliance with all service agreements.
• Conduct audits of technician performance to ensure compliance with all manufacturer, company and warranty requirements.
• Provides guidance to lower level technician in the resolution of customer service and technical problems using the proper implementation and interpretation of procedures.
• Knowledge of the OSI Seven Layer Model, TCP/IP four layer and how network behave at different levels of OSI and TCP/IP model.
• Monitors and compiles weekly service information and reports to senior management. Carries out weekly status meetings to review customer satisfaction levels.
• Established new processes and procedures responding to various security incidents, significantly increasing response time and improving overall customer service.
• Participated in the design and implementation of the Equipment Loaner Reservation Website(ELRW).
• Project lead in testing the ELRW, the development of test plans, test scripts and documentation review.
• Hands-on experience supporting Windows 7/10, Office products. Experience supporting MAC OS.
• Reads, writes, implements standard operating procedures and technical documentation.
• Approve weekly timesheets and write annual performance appraisals.

Help Desk Manager Supported

Responsibilities:

• Managed Tier I and II Help Desk and Technicians to support internal and external users on resolving problems on their workstations, laptops, mobile devices both MAC and PC’s.
• Managed and coordinated the transitioning of Tier 1 support to an outsourced partner ensuring there is daily interaction and collaboration with Tier 2.
• Troubleshot and provided solutions for all IT problems in 10,000 user-environment
• Used Blackboard CRM on a daily basis to resolve and track issues end user may experience.
• Maintained Helpdesk schedules to ensure that proper coverage is supported.
• Create weekly reports for management outlining accomplishments and issues.
• Provided and shared higher-level hands-on expertise and resolutions to complex technical issues on a regular basis.
• Managed the Help Desk group and served as the escalation point for the group.
• Transitioned from support software “Service Manager” to “Blackboard CRM” and assisted in training new employees.
• Responsible for all personnel recruitment and management functions such as interviewing, hiring, training, and performance appraisals and evaluation.
• Trained new employees on imaging machines and other technical duties.
• Maintained and kept current in-house knowledge base to improve helpdesk services to eliminate frequent occurrences.

Service/Help Desk Manager

Responsibilities:

• Managed Tier 1/2/3 Help Desk staff to support internal and external users which included but not limited to workstations, laptops, mobile devices and account management.
• Served as first point of escalation for customer concerns.
• Ensured and documented, tracked, and monitored problems to ensure resolution in a timely manner.
• Managed ACD call system, ran reports and provided metrics to management on a monthly basis.
• Convened regular team meetings to obtain status updates and monitored work progress.
• Conducted cost benefit analyses, saving the company approximately $50K annually.
• Negotiated with vendors to define suitable Service Level Agreements (SLAs) for timely distribution of equipments.
• Managed schedules, prepared status reports and provided frequent feedback to senior management on quality issues and risks.
• Hands-on experience with solving hardware and software issues; hardware and software installation.
• Actively participated in software and hardware implementation projects; conducted checks to ensure new software was deployed seamlessly into existing environments.
• Resolved configuration and usability issues with Blackberries, tablets, iPADs and Droids.
• Oversaw the installation of new hardware and software and patches.
• Assigned and delegated Help Desk Staff to prepare workstations for internal users and established a training program for new hires.
• Coordinated/troubleshot/diagnosed and escalated aspects of Network related issues to outsourced partner for final resolution.
• Installed ‘My Wi-Fi’ (MiFi) device and trained clients for travel use.
• Conferred with IT staff members on problems or critical issues and recommended changes and/or improvements.
• Spearheaded the completion of a major upgrade of Application Server to accommodate newly upgraded version of ABRA Human Resource Management System (Sage HRMS).
• Wrote requirements and specifications for new webinar vendor and was instrumental in choosing the new vendor.
• Oversaw videoconferencing and webinar administration and support.
• Developed and presented technical training materials with question and answer sessions for training staff and Managerial meetings.

Desktop Support/Network Administrator

Responsibilities:

• Created and deleted user accounts, reset passwords and configured anti-virus updates.
• Performed basic network/user discovery using domain name IP mapping, NS look-up and trace route.
• Identified new software needs for the APHSA and rolled out new software installs.
• Maintained disk images for new computer installs.
• Installed and trouble-shot printers, laptops, network connections, Blackberry devices and other office equipments.
• Managed and participated in the installation of workstations, laptops and maintained passwords.
• Supervised inventory management for hardware and software licensing to ensure accurate and efficient asset accountability across the Enterprise.
• Set-up secured Wi-Fi Protected Access II (WPA2) network for APHSA.
• Proactively monitored and maintained all Servers, network devices, and supporting services.
• Reviewed design documentation to use customized off-the-shelf and in-house proprietary software.
• Member of a team responsible for managing the daily support/maintenance of our Windows server.
• Assisted in migration of Windows 2000 server to 2003.

Software Test Engineer

Responsibilities:

• Test Engineer responsible for the Test/QA support for the National Archives and Records Administration (NARA) client/server and web archival system on a Sun Server platform.
• Responsibilities included reading the product and software specifications and translating the information into test plans, test scripts and specifications for software testing.
• Interacted with the development team and the users to clarify design and requirement issues.
• Duplicated problems for software and hardware engineers and provided specific information to engineers such as dumps and logs.
• Entered defects in Test Director and kept track of open and re-opened defects to address in the CRB (Change Review Board) meetings.
• Executed regression, new functionality and integration testing for web archival system.
• Installed, configured and maintained Test Director and WinRunner both on the client machines and the server.
• Assisted in the installation and configuration of Sun Solaris Operating System and Stronghold (Apache) for web application on Sun Enterprise 450 machines.
• Developed scripts for editing the Windows registry file for the National Archives and Records Administration (NARA) client/server application according to defined requirements.
• Responsible for configuration management for scheduled archived system releases.
• Member of a team responsible for writing shell scripts on Unix system.

Test Engineer(Consultant)

Responsibilities:

• Developed and executed detailed test cases and procedures including input data, expected output data and developed automated test scripts using WinRunner in order to test the HSD Diamond client/server system (Powerbuilder/Oracle).
• Responsible for developing a defect tracking database and tables using access and oracle.
• Ran both manual and automated test scripts, tracked defects and entered software problems into SAT.
• Conferred with developers to resolve defects and software issues.
• Determined test cases and mapped requirements accordingly.
• Loaded, posted and wrote SQL scripts for client/server system using the T.O.A.D VI and wrote shell scripts on Unix system.

Test Engineer(Consultant)

Responsibilities:

• Responsible for automating and maintaining backups of production and development software using ArcServe.
• Provided end-user support and wrote test scripts for the development and testing of a proprietary application for use by the US Postal Service.
• Member of a team responsible for managing the daily support/maintenance of our Windows NT LAN which supported 25 users.
• Investigated and fixed problems concerning lab machines and assisted lab users with applications.
• Created test scripts using WinRunner and completed performance testing.
• Performed regression testing of Point-of-Sale (POS) One application and for performance evaluation including testing the reliability of the servers.

Software Test Engineer(Consultant)

Responsibilities:

• Project lead in testing the JAVA CBT (Computer Based Training) courses which included bug tracking, the development of test plans and documentation review.
• Met with developers to discuss defects discovered and assisted with possible solutions by doing further research in order to obtain a solution.
• Hands on experience developing detailed test artifacts to include but not limited to test cases, test procedures, test schedules, master test plans, system test plans, requirements traceability matrices, defects reports and test execution reports.
• Developed and executed Rational Visual test scripts. Wrote test plans and test scripts to automate regression testing for MS-CBT (Microsoft Computer-Based Training) courses.
• Led in the testing efforts of a maintenance release of the Telemachus system. Participated on a team in writing specifications for testing CBT courses.
• Provided end user support, network support, troubleshot hw/sw problems.
• Trained users on using the testing suite to test Microsoft (MS and JAVA CBT courses and to solve possible failures.