Summary:
Service Desk Manager skills with 10 years of expertise in technology field providing technical support managing projects large & small, desktop support, change management, helpdesk systems onsite and remote locations located in the US, UK, Asia, and India. Successful managed large IT staff’s, budgets and projects in both large and small firms. The other areas of expertise include the following:

• Active Directory
• Change Management
• Patch Management
• Application Support
• ITIL Standards
• Project Management
• Microsoft Office 2007
• VPN Support

Professional Experience: Nov 06 to Present

Company: Confidential
National company with offices located in Boston and around the country providing technical support for hotels and convention center industry across for all events managing local and remote personnel daily. Provide excellent customer service meeting or exceeding our SLA agreement service levels.

Job Title: Service Desk Manager
Manage six remote site locations Boston, Atlanta, DC, Nashville, Florida, New Orleans and California. Responsibilities included for all Management of Help Desk/Desktop Support, Change Management, Vendor Negotiations, Contracts, Service Level Management, and acted as liaison for all issues. Successfully maintained customer based achieving high service levels of satisfaction consistently, acted as single point of contact for issues between business and technical side.

• Support multiple site locations in the US for Tier 1, Tier 2, and Tier 3 client liaison network support issues
• Support clients applications issues using remote tools WebEx, Go to my PC, Microsoft Meeting Manager, .etc

• Handle vendor negotiations for all hardware and software of the firms needs
• Managed client service level agreements and attend SLA weekly business units meetings
• Manage Change Management processes, approvals, training, etc.
• Track all clients’ issues through company’s ticketing system BMC Remedy and Magic for development group.
• Mentor junior staff members and provide onsite training on new applications, procedures, documentation, etc.
• Keep track of all licensing of applications and other required licensing required by Microsoft
• Lead and direct cross-functional groups and providing weekly progress reports to the Director
• Provided excellent customer service meeting the customer’s expectations and fulfilling our service level
• Agreement with the end user community

Company: Confidential, Feb 04 Oct 06
Government contracts handling for schools systems located through out the United States providing schools with easy to use website tracking systems of student’s academic advancement. This company is best known for overseeing the “No Child Left behind Act” and helping the government enforce its policies and tracking of all students’ information from kindergarten to high school. There offices are located through out the US with a company size of 1000 employees.

Job Title: Service Desk Manager
Managing 12 direct reports onsite and 2 reports remotely located. Responsible for supporting and trouble shooting local and remote office locations within different time zones and staggered work staff hours and 24 X 7 support.

Accomplishments:Manage six remote site locations Boston, Chelsea, Charlotte, Raleigh, Atlanta, and Tallahassee and California. Responsibilities included for all Management of Desktop Support, Help Desk, Client Negotiations, Contracts, Change Management, Service Level Management, and acted as liaison for all issues. Successfully maintained customer based achieving high service levels of satisfaction consistently, acted as single point of contact for issues between business and technical side.

• Supervise overall relationship for both technical and business side of operation
• Support multiple site locations in US for Tier 1, Tier 2, and Tier 3 client liaison network support issues..

• Single point of contact for all issues between client and customer on all issues.
• Provide break/fix support to end users and track issues in “Remedy ticketing” system.
• Oversee Change Managements requests, approvals, training, standards, etc.
• Vendor negotiations for all hardware and software of the firms needs.
• Lead and directed cross-functional groups, coordinated multiple projects providing weekly progress reports and presentations to executive management.

Feb 02 to Jan 04
Company: Confidential,
One of the largest Hedge Fund companies with office locations in Boston, Bermuda, Ireland and main office located in Ohio. The company sized has seen huge growth spurt going from 2000 employees to 3000 employees within a year’s time.

Job Title: Service Desk Manager
Managing 15 employee’s onsite and the 4 employees split between sites located in Bermuda and Ireland. Managed all network and desktop and helpdesk functions for locations 24x7 and also developed a disaster recovery program should any of these sites have a major disaster. Managed Change Management processes for all system wide upgrades, releases, alerts, etc.

Accomplishments:Managed three remote site locations Boston, Bermuda, and Dublin Ireland and responsible for all Vendor Management, Change Management, Desktop and Network related issues. Successfully setup standard desktop images, server images, ticketing system, software versions, and standardized all other network related equipment in order to successfully manage three locations at the same time.

• Manage helpdesk, desktop, PC rollouts, add, moves, changes, emails accounts and new users setups.
• Manage multiple site locations for 2000 desktop end users in Boston, Bermuda and Dublin sites.
• Managed vendor negotiations for all hardware and software of the trading floor.
• Manage all vendor negotiations with Telco companies, Service providers including Microsoft
• Lead and directed cross-functional groups coordinated multiple projects providing weekly progress reports and presentations to Senior Management staff.
• Provide excellent customer service meeting the customer’s expectations and fulfilling our service level agreement with the end user community

Company:Confidential, Mar 98 to Jan 02 Mutual fund and major investment company and a leader in the industry with locations located global around the world. The company has an employee’s staff or 10,000 employee’s world wide in just about every country. Job Title: Service Desk Manager Managed 15 onsite direct reports supporting capital funded companies that were basically start up companies. These are start up companies which are matched by Fidelity Investments in one million dollar increments with Fidelity as the major investor. Accomplishments: Successfully managed vendors, network, change management, service desk, desktop support, and remote access services for a Fidelity Capital Company called Metro Red. Provided excellent customer supported for high income trading floor for market data applications Bloomberg, Reuters, Bridge Station and Market Sheet.

• Responsible for desktop issues, PC rollouts, add, moves, changes, emails accounts and new users setups.
• Support multiple site locations for 600 desktop end users in Boston, Bermuda and Dublin sites.
• Standardized Change Management processes, approvals, training and standards.
• Rolled out of SMS 2003 for desktop personnel for multiple sites around the country.
• Standardize desktop environment by using Ghosting Imagining software.
• Lead and directed cross-functional groups, coordinated multiple projects providing weekly progress reports and presentations to Senior Management staff.
• Provided excellent customer service meeting the customer’s expectations and fulfilling our service level agreement with the end user community

Company: Confidential, Feb 95 to Apr 98
Company which controls the government computer systems and provides outsourcing services for major companies IT departments located through out the US. Their main headquarters are located in Plano, TX with an employee’s size of 7,000 employees and growing.

Job Title: End User Support Manager Managed 6 onsite employees and responsible for six building locations in total located in downtown Boston, Waltham, and Providence, RI. . Accomplishments: Restored and strengthened the relationships between EDS & Xerox with this being there top account. Managed IT staff and handled all issues of an extremely demanding sales force in multiple locations. Successfully managed all service level agreements and provided statistical reports to clients monthly.

• Supervise support for desktops, laptops support for a Fidelity Capital Company called Metro Red.
• Supervise helpdesk and desktop employees overseeing the daily operation.
• Worked closely with business units and provide single point of contact for all escalated issues.
• Standardize desktop environment using Ghost and Altiris for imaging, inventory reports, patches, .etc..
• Handle desktop issues, PC rollouts, add, moves, changes, emails accounts and new users setups.

Education:
MIS Associate Degree