Help Desk Manager Resume Gaithersburg, MD - Hire IT People

SUMMARY:

Talented results driven Information Technical Software with versatile, cross platform experience in systems/network administration, helpdesk support and software support and excellent customer service relations.

TECHNICAL SKILLS:

Operating Systems/Platforms: AS/400, IBM Mainframe, UNIX (AIX, HP900, Linux, SCO, Sun - Solaris), Windows Server: Server 2012/2016. Windows Workstations: Windows 10, MS DOS, MAC/OS, IPhone

Network Monitoring Tools: Tivoli Site Scope, Citrix Metaframe XP, HP OpenView.

Hardware Architectures: IDE, SCSI, CPU, Memory Modules, DMA, Base I/O Addressing, Video Standards.

Types of Networks: LAN/WAN.

Protocols: RAS, Handshake Authentication, TCP/IP, IPX, PPP, PPTP, SLIP.

Internet: IISv,8.5

Administration Skills: Installation, create user and group accounts, account policy management, user profiles, system policies, server management, replication, management of file systems(FAT, NTFS, Volume Sets, NT Based RAID), Domain Controller authentication/validation process, synchronization, trust relationships, generation of Security Tokens, discretionary access control list.

Software Applications: PeopleSoft, Microsoft Office 365 (Word, Excel, PowerPoint, Access, Outlook) Word Perfect, Lotus Notes 702/802, Internet Explorer, Hummingbird DM

Trouble Ticket Software: HEAT, Remedy, Magic, PeopleSoft., Vantive,Salesforce.com and Altiris.

Routers: 3COM, Cisco.

Compilers: COBOL/ILE, Micro Focus 4.1.

Phone Systems: Aspect Phone Systems, Cisco CTIOS softphone VOIP Shoretel and Allworx

Databases: SEIBEL, SQL, MySQL, Oracle, Microsoft Access.

Languages: Visual Basic, C#, C++, ASP.NET, ADO.NET.

PROFESSIONAL EXPERIENCE:

Confidential, Gaithersburg, MD

Help Desk Manager

Responsibilities:

Network Monitoring that include Tivoli, HP Open View monitoring support, Web Hosting with Cloud, troubleshooting using network protocols, IPCONFIG, Tracert and Ping commands. Perform backups using Backup Executive, VSphere for virtual server creation, monitoring and deployment. Open and monitor phone bridges for escalation purposes.
Support customers via technical support, including troubleshooting, documentation and training
Coordinate Help Desk Support Team with the AINS Call Center
Coordinate technical solutions with the AINS product development teams
Participate in all phases of the systems life cycle
Analyze and document computer system requirements for solutions to business requirements via charting, diagramming and automated tools
Maintain current knowledge of AINS solutions and available technologies (including databases, programming languages, infrastructures, platforms, and third-party commercial-off-the-shelf (COTS) solutions)
Participate in solution architecture, implementation, and/or enhancements
Participate in solution demonstrations, proof-of-concept and testing
Configure, deploy, test and support solutions at customer sites using AINS solutions and commercial-off- the-shelf (COTS) products

Confidential, Arlington, VA

Service Desk Manager/Help Desk Manager

Responsibilities:

As the Service Desk Manager/Help Desk Supervisor IT support personnel oversaw the following: help desk, server support, network support, VOIP, training, media services and resource management, supporting a customer base of 1,500 users.
Managed staffing (hiring & terminations of help desk support staff of 7 team members). Monitored staff performance, department budget, customer requirements and addressed personnel issues.
Responsible to (TSA) Transportation Security Administration customer for the overall success of the contract and meeting of contract deliverables.
Maintained high level of customer satisfaction. Designed and Implemented Service Level Agreement’s (SLA’s) Standard Operating Procedures (SOP’s).
Monitored and improved service desk metrics in measurable areas that included customer satisfaction speed to answer, call abandon rate and ticket vs. time closure rate

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Help Desk Manager Resume

Gaithersburg, MD

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