IT Services Manager Resume Teterboro, NJ - Hire IT People

SUMMARY

For more than ten years of working in the Information Technology environment for a global aviation company.
I have gained a multitude of skills and experience.
I started as the Application trainer, training users on the company's software and general computer usage.
I also have been the Service Desk Manager and Director of the Information Technology.
I was responsible for designing and implementing the first interglobal network allowing our users to share information with our Confidential .
Over the years I developed a service desk team to accommodate the support needed for a growing user base.

PROFESSIONAL EXPERIENCE

Confidential, Teterboro, NJ

IT Services Manager

Responsibilities:

Managed IT Services and Infrastructure operation teams of a multi - platform environment composed of multiple United States and South America locations.
Assumed the leadership role for requirements definition for all new IT infrastructure products prior to new company acquisitions and assisted in the identification, selection, and management of IT Infrastructure suppliers prior to the acquisition.
Prepared yearly budgets for new equipment being purchased based upon the obsolete equipment, new employee projected for the year new projects and any ead by quarterly conferences with department managers and participating executives to discuss upcoming new processes and projects that will require utilization of the IT department resources.
Attend monthly executive meetings to give a presentation of the service desk statistics and to answer and react to questions or requests that arise.
Hold meet the tech meetings in departments to ensure the service desk is exceeding our (SLA) Service Level Agreement and gain feedback on overall performance.
Responsible for implementation and training of network print anywhere using Ricoh papercut.
Developed IT Services policy for the onboarding of new employees, to ensure the proper handling of issuing new equipment.
Attended new employee orientation to properly go over IT policies and introduce the IT Team to our new employees.
Analysis of Help desk reports from the Heat system to ensure proper handling of service requests
Developed plans for Cisco VOIP telephone system implementation, administration and support for all Confidential Sites.
Respond to critical system support requests; delegate and prioritize technical staff work assignments; develop corrective and preventative maintenance schedules to optimize the technical support efficiency.
Serve as a steering committee member to interact with management to determine technology strategies; prepare technical specifications for proposal requests; evaluate vendor bids and provide recommendation
Served as project lead on acquisitions ensure proper implementation of Confidential equipment and policies.
Oversee the rollout of the yearly desktop and laptop obsoleteness project to ensure the accuracy of the equipment when delivered to the user.
Meet with company business units to evaluate their IT requirements on how they support the business and our customers
Provide user and network level 3 support for all Confidential locations
Manage all outsourced activities and operations.
Deliver performance metrics on KPIs to employee and upper IT Management.
Incident response team member, react to and investigate any intrusions picked up by our intrusion detection system. Report any action taken to the Incident Response Center

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It Services Manager Resume

Teterboro, NJ

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