SUMMARY:

• Over 11 years’ experience with Confidential / Confidential on their Confidential account, 9 years management.
• Managed 25 direct Reports for on - site Desk Side, Remote Technical Assistance and Dispatching support across The United States and Canada (75+ sites, 10000+ Users) exceeding all SLA requirements using ITIL methodology
• 2+ years managing 12 Direct Reports for Help Desk, Desk Side and Remote Technical Assistance support for Confidential.
• Increased quality survey scores 3 consecutive years to 4.63 or high on 9 question survey rating from 1 to 5.
• Team Lead for support level research and development of BMC Remedy 7 ticketing system customization for the Cisco environment
• Created and managed Help Desk Quality Project using the DMAIC process to reduce errors in case assignments and increase efficiency from IBM’s GTRC Help Desk
• Developed and implemented language and definitions to be used by all support groups using Remedy 7 achieving increased report accuracy and reducing audit difficulties
• Developed, researched, and delivered standard ITIL methodology based guidelines, policies and procedures for case assignments between IBM’s Help Desk and Confidential / Confidential Desktop Services increasing efficiency and quality
• Managed migration projects including Windows XP, Windows 7, MS Exchange, Cisco Web Ex Connect and MS Outlook within the US and Canada for Confidential end users
• Managed staff in support of all Cisco TelePresence Conferencing rooms as well as all audio/visual conference rooms at all Confidential locations
• Achieved top quarterly quality ratings of managed support teams for 11 years for Confidential
• Re-coordinated POS Device upgrade project 1 year behind schedule in order to successfully complete project successfully and by scheduled date for all BJ’s Wholesale Club Fuel Stations
• Highest ticket closure rate as a technician on a global enterprise support team for 2+ years
• Help Desk Management Process Improvement HP Asset Manager
• Service Desk Management Cisco Telepresence Team Leadership
• ITIL Methodology Troubleshooting Skills Customer Satisfaction
• Windows 7/MAC Executive Support Computer Hardware
• SLA, ASA, 1st Level Closure BMC Remedy Team Building
• Technical Project Consulting Project Management Project Coordinating
• Asset Management Service Delivery Operational Policies
• MS Office 2016, 365 Cisco ASA Building Working Relationships
• Skype for Business Efficiency Career Development
• Analytical Skills Written/Oral Communication Inter-Department Collaboration
• Social Skills Dependability HP Service Manager
• Performance Metrics Prioritization Multi-tasking
• Nice IEX Workforce Management Six Sigma Conflict Resolution

PROFESSIONAL EXPERIENCE:

Service Desk Manager

Confidential, Boston, MA

Responsibilities:

• Manage Service Desk Support team ensuring continuity of business for 2500 users
• Perform staff scheduling to ensure 24x7 Desktop Support Level 1 & 2 coverage
• Manage the Desktop Support Level 1 staff of 12 including consultation on performance evaluations, promotions, hiring and disciplinary responsibilities
• Monitor problem ticket management database and follows up with assigned personnel ensuring timely resolution of problems
• Provide leadership for Support Desk operational best practices utilizing ITIL methodology
• Act as escalation point for all requests and incidents
• Evaluate new requests for service on current application support and suggest changes to existing processes or services with the goal of continually improving and strengthening our offering to our client
• Maintain a central source of standardized documentation, enabling support analysts to recover outages with minimal disruption to expected service levels
• Train, coach and mentor Desktop Support Level 1 analysts including career development.
• Executive Level support management
• Develop Service and Business Level Agreements to set expectations and measure performance thru daily, weekly and monthly metric reporting
• Manage process for communicating outage/emergency activities to the business
• Advise management on situations that may require additional client support or escalation
• Review and approve all modifications to Service Portal
• Review survey feedback to improve services, tools and support experience
• Asset Management
• Project Management
• Create ITIL based standard procedures
• SLA reviews
• Risk Analysis
• Vendor Relationships

Technical Project Consultant

Confidential, Westborough, MA

Responsibilities:

• Re-coordinated POS Device upgrade project that was 1 year behind schedule, successfully completed the project by scheduled date for Confidential
• Coordinated vendor (NCR) activities. Oversaw vendor hardware installation
• Remote configuration of POS and Skyline images and software
• Issues management, status reporting and data tracking.
• Authored standardized documentation procedures. Conducted End User training
• Led Battery Upgrade Project for Fuel sites with outdated batteries
• Led OneAC Surge Protection Project to insure proper wiring of POS and Skyline devices

Independent Contractor

Confidential

Responsibilities:

• Managed details of scheduled appearances performed by Confidential.
• Confirmed that all stage requirements meet expectations prior to performance. Ensured that performances are begun and completed according to schedule
• Instrument technician. Maintained and repaired stage electronics and guitars as needed

Service Desk Manager

Confidential, Boxborough, MA

Responsibilities:

• Lead and manage Deskside Support team, Remote Technical Support Helpdesk, Executive Support and Dispatching team for 10000+ users ensuring continuity of business
• Provide leadership for Support Desk operational best practices utilizing ITIL methodology
• Manage processing for all service and incoming support requests
• Daily analysis of Remedy 7 incidents assuring policy and standards are met
• Management of and reporting on incident analysis information, performance reports, SLA compliance (P2 = 90%, P3 = 93%, P4 = 96%, P5 = 98%, P6 = 100%)
• Ensure client satisfaction by following up on all quality surveys below 3.5 rating
• Generate, review and analyze daily/weekly/monthly/yearly platform KPI’s
• Develop effective action plan to address negative client feedback and prevent recurrence of client issues
• Create and maintain documentation of policies, procedures, and processes
• Ensure career development by setting objectives
• Mentor, train, and manage all team members under my geographical jurisdiction
• Manage Special Projects as assigned
• Evaluate new requests for service on current application support and suggest changes to existing processes or services with the goal of continually improving and strengthening our offering to our client
• First point of escalation between support team members and management
• Escalate all “High Business Impact” and “Out of Scope” incidents to proper support levels
• Develop performance standards
• Administer performance appraisals for all direct reports
• Administer disciplinary action (if required)
• Work with team members resolving aged cases
• Author, implement and monitor policies and procedures regarding how incidents and problems are identified, categorized, documented, and resolved
• Liaison for inter-departmental communication
• Participate in all new procedural training in order to train staff for seamless implementation
• Work with IBM Help Desk Management identifying high volume case areas with the purpose of training Help Desk case management skills for all Technicians on Cisco account
• Provide quality reports for account personnel
• Participate in hiring and termination processes
• Attend weekly meetings reporting to customer management and 3rd party vendor management
• Run bi-weekly team meetings for all team members under my geographical jurisdiction

Senior Deskside Support Engineer

Confidential, Chelmsford, MA

Responsibilities:

• Hardware / Software troubleshooting and repairs on a per case basis as part of the Northeast Regional team on the Confidential.
• Performed troubleshooting & repairs for basic networking issues
• Directed and assisted fellow technicians
• Back-up for Lead Support Technician
• Achieved appropriate account certifications
• Abided by strict case management requirements
• Achieved account requirements for Case Per Day average, Bingo Survey Score and meet Service Level Agreement time requirements for case resolution