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Senior It Service Manager  Resume

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Roseland, NJ

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SUMMARY:

Dynamic and versatile information technology professional with experience in development of processes and procedures for major corporate initiatives, security technology management, and oversite of virtual teams. Solid background in IT field coupled with GSEC and Security+ certifications, allow for seamless transition into cyber security - focused roles.

TECHNICAL SKILLS:

  • Technical Documentation
  • Troubleshooting
  • Vendor Management
  • SharePoint Administration
  • Virtual Team Management
  • Technology Controls
  • Process Development
  • Crisis Management

PROFESSIONAL EXPERIENCE:

Confidential, Roseland, NJ

Senior IT Service Manager

Responsibilities:

  • Liaison between engineering groups and operations, users, and vendors, establishing and continuing affiliations between service teams and essential 3rd-party vendors.
  • Created support model for next-gen anti-virus / anti-malware platform, procured product infrastructure and incorporated user feedback, allowing for secure web browsing of 35M web pages a month through encapsulation with micro-virtual machines.
  • Drove self-service password reset initiative, through project initiation, funding, model creation, and marketing, permitting automated monthly reset of 3K passwords which reduced helpdesk operational costs.
  • Established need for new services and processes, assembling specifications, building procedures, and creating support models.
  • Rolled out cloud-based enterprise workstation backup program, cutting software and storage costs, and slashing user downtime.
  • Ran post-mortem calls following critical Citrix environment outages, partnering with Operations and Engineering staff, pinpointing root causes, detailing solutions used, and reporting to senior management for evaluation of future needs and best practices.
Confidential

Technologies Consultant

Responsibilities:

  • Served as technical adviser to corporate helpdesk integrating support of new technologies into the environment.
  • Team lead for remote technical staff specializing in project work including rollout of hardware and software.
  • Participated in new hire recruitment, questioning applicants on technical knowledge, skills, and abilities.
  • Prepared management-level statistical reports concerning user cases and ticket submissions.
Confidential

Automatic Data Processing

Responsibilities:

  • Provided corporate helpdesk technician training and support documentation, ensuring teams were always up to date on the latest technology.
  • Oversaw Canadian division software and hardware rollouts of dual monitors, increasing productivity and efficiencies.
  • Ran incident notification process for ADP Canadian division during payroll system failures, opening conference calls with key stakeholders, driving corrections of technical deficiencies, and emailing clients with progress reports hourly.
  • Functioned as key contributor to enterprise iPhone / iPad initiative which replaced outdated corporate Blackberry usage, augmenting efficiencies and time management, and revolutionizing future output and data movement capabilities.
  • Generated and supported corporate helpdesk SharePoint site, allowing for department data aggregation and managing training and time-off requests.
Confidential

Lead Technical Support Specialist

Responsibilities:

  • Presented with President’s Achievement Award for Homeshore project, which allowed company to hire and onboard nationwide team members.
  • Oversaw virtual support team, providing immediate help for work-at-home personnel and supporting success of Homeshoring initiative.
  • Wrote and disseminated technical documentation and training materials for user community and corporate helpdesk, simplifying maintenance and repair processes.
Confidential

Senior LAN Support Specialist

Responsibilities:

  • Created and maintained all workstation images ensuring the presence of latest drivers and security patches optimizing system performance while reducing potential operating system vulnerabilities.
  • Administered and troubleshot VPN accounts and connections, allowing for continual user remote access.
  • Reduced quality assurance hardware and support costs with the introduction and installation of VMware workstations, allowing for one machine to host multiple virtual consoles for testing.
  • Organized and executed browser-based terminal emulation rollout replacing obsolete and expensive terminal emulation software, lowering software costs and increasing efficiency, and allowing transition to browser-based system needing minimal installation and support.
  • Augmented application conveyance, and decreased support expenses through successful administration of Citrix workstation rollouts.

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