SUMMARY:

• Quality - focused and solutions-oriented, IT professional with 12+ years of expertise and proven track record in pc support and help desk management in both profit & non-profit environments.
• Quick learner with competence to readily grasp and adapt to new concepts, technologies, and platforms.
• Effective communicator who explain complex processes in easy-to-understand terms for end users Demonstrable skill in proactive identification and resolution of critical systems/network issues.
• Experienced in optimizing help desk operations using ITIL Best Practices in medium & small organizations.
• Flexible team player experienced in supporting multiple locations with software, hardware, and operating systems break-fix, upgrade and applications training.

TECHNICAL SKILLS:

Networking: Cable Routers ISDN, DHCP, WINS, DNS, LAN/WAN, VPN, TCP/IP, VOIP

Hardware: IBM compatible PCs, workstations, Ethernet & Token Ring Protocols, Mother Boards, Video & Sound Cards, Monitors, CD-ROM Drives, Memory Chips, IDE/EID E/SCSI Hard Drives & other devices, SCSI Controller Cards, Tape Backup Drives, Optical Drives, Scanners, Printers

Software: Microsoft Office, Quattro Pro, Netscape Navigator, Internet Explorer, Lotus Notes, Clarify, Vantive, Visio, MS

Applications: Publisher, FrontPage, Adobe Acrobat, PC-Docs, SAP, Outlook/Exchange, Norton, F-Secure, ITIL, Change Management, Remedy, AS5300, Symantec Ghost, Active Directory, Documentum, Peregrine, Bloomberg, Reuters Kobra, Blackberry Desktop Manager, Norton, McAfee, LanDesk, Numara Footprints

Systems: Linux, Mac, MS-DOS, IBM OS/2, UNIX, Windows CE, Windows 3.x, Windows 95, Windows 98-Windows 7-10

PROFESSIONAL EXPERIENCE:

Confidential, Ashburn, Va

IT Service Desk Manager

Responsibilities:

• Supervised a staff of 5 Help Desk Tier 1/2 specialists.
• Monitored work assignments. standardized and maintained IT support procedures, user guides, FAQs.
• Negotiated and renegotiated SLA’s with Director of IT to better reflect workflow and resources.
• Monitored the over 100 incidents per week workload of the Service Desk/Desktop Support team ensuring a high level of end user customer satisfaction along with acceptable SLA response times.
• Responsible for annual preparation of performance appraisal evaluations for 5 members on the team.
• Responsible for campus wide asset management while making sure a timely and accurate inventory of all user equipment within the asset management system (LanDesk).
• Annually conducted the hardware refresh for end user desktops and laptops. (3-4 refresh cycle).
• Responsible for managing and deploying mobile devices (Android, Apple & Windows).
• Evaluated, on an ongoing basis, existing end user equipment to determine efficiency and quality and recommend changes.
• Implemented and maintained information services standards and procedures.
• Worked with trainers to develop a training plan for the staff and contractors (SAP).
• Provided hands-on audio-visual support in all conference Rooms, including Video-conferencing.
• Managed the building moves from planning to implementation, including communication lines, desktops, servers and infrastructure planning. Managed vendor relationship.
• Managed projects related to systems management such as desktop deployment and upgrades, Server upgrades, communication lines and installations (DS3, T1).
• Managed Remote Access: VPN, Citrix, Blackberry, iPhone, iPad and AirWatch.
• Negotiated contracts with vendors. Work with vendors to install communication lines, setup network and telecommunication equipment and test the setup.
• Lead various projects for system upgrades, such as VOIP (Thinking Phones), Windows 7 to Office 365 rollout and SAP (Replaced MUNIS)
• Provided desktop support to staff, contractors and vendors primarily based on Windows XP, Windows 7, Windows 10, Office 365, while using Dell and Lenovo laptops and desktops.

Manager of Help Desk (Team Lead Desktop Support)

Responsibilities:

• Oversees 100% of the requests, incidents and problems.
• Managed and coordinated urgent and complicated support issues.
• Acted as escalation point for all requests and incidents.
• Developed and matured phone/ticket escalation processes to ensure free flowing escalation and information within the organization.
• Determined root cause of issues and communicate appropriately to internal and external customers.
• Trained, coached and mentored Service Desk Specialists (Level 1&2) including career development.
• Over seed staff activities.
• Build/obtained (from other departments) training material for support staff. As needed, scheduled employees working times and provided backup support. Interact with internal and external customers.
• Provided data and reporting of Remedy ticketing system and trends to IT department and others in ad-hoc, weekly, monthly and as needed. Monitored and managed phone queue (participating in escalated calls as needed).
• Developed Service and Business Level Agreements to set expectations and measure performance. Developed an effective and workable framework for managing and improving customer IT support in the organization.
• Advised upper management on situations that may require additional client support or escalation.
• Managed process for communicating outage/emergency activities to the organization. Managed vendor relationships as it depends on daily operational needs.
• Purchase Order review and approval/budgeting responsibility.
• Review survey feedback to improve services, tools and support experience.
• Keep confidential all applicant, client, and verification and company proprietary information.

Help Desk Analyst (Tier 2)

Responsibilities:

• Provided hardware and software support to corporate and dealer laptop/desktop users across the Unites States
• Installed, configured RAS-Dial-Up Networking, and provided technical support to the remote users for Dial-Up Networking
• Installed Service Packs and Upgrades for Windows XP/2000 environment
• Assisted in the testing, configuring and deploying of new applications/versions of software
• Assisted Network Administrators with maintenance and smooth operation of the LAN and WAN
• Used Remedy tracking system to record tickets created, resolved or escalated
• Assisted in scheduling, call center layout, reports, and various call center duties
• Worked on remote system via Internet to troubleshoot customer system

Help Desk Analyst (Tier 2)/Team Lead/Queue Manager

Responsibilities:

• Continuously monitored the Call Management System (Clarify) for incoming calls and priority driven issues
• Maintained liaison with other IT departments to keep abreast of policy and procedural changes.
• Developed and reviewed procedures for Help Desk
• Managed work procedures, prepared work schedules, and expedited customer flow
• Kept accurate records of absences and tardiness, processing timesheets
• Assigned duties and examined work for exactness, neatness, and conformance to policies and procedures
• Ensured maximum issue resolutions in the most expeditious manner and minimal timeframe
• Completed and delivered performance reviews, development plans, disciplinary actions and daily supervision of employees
• Confirmed calls by providing information (i.e., location of machine, name of key operator, reason for service call) to servicing technician
• Responsible for relaying information to technicians, following up with service partners, and customers to resolve problems
• Tracked and documented customer calls to ensure a high level of customer satisfaction
• Assessed and responded to critical situations where standard procedures failed in resolving a customer issues
• Provided technical support to clients via telephone, email, and voicemail

Help Desk Analyst (Tier 2)

Responsibilities:

• Responsibly maintained and administered remote access issues accounts
• Provided 100% and 24/7-phone support for help desk using Peregrine call tracking help desk software
• Installed, configured, and maintained RAS (AT&T network client, AGNS) and other dial up connections for local and international clients
• Demonstrated ability to establish and maintain excellent working relationships with internal customers
• Assessed internal customer satisfaction, benchmarks and best practices
• Improved usability for end user by suggesting changes to existing products and/or services
• Implemented policies and procedures regarding problem identification, documentation, distribution and correction
• Administrated privileges for RSA Secure ID and Token security cards
• Applied knowledge of Windows 95/98/2000/NT/Novell

Help Desk Analyst (Tier 2 )

Responsibilities:

• Provided troubleshooting for technical problems and requests
• Handled approximately 30 to 40 calls per day and documented details in VANTIVE Call Tracking database
• Performed troubleshooting on dialup networking, modem configuration
• Supported Internet applications on WINDOWS 3.x, WINDOWS 95, WINDOWS NT, and MACINTOSH workstations
• Supplied assistance for OUTLOOK and EXCHANGE email clients
• Supported customers logging into Merck network via remote access using Secure-ID
• Responsible for relaying valuable server information to other co-workers via email
• Assigned to follow up with service partners, DSS & the customer to make sure problems were solved
• Provided support to customers using Dial-up, DSL, and ISDN