I.T. Support Group Manager Resume profile Kennett Square, PA - Hire IT People

Summary

IT Department Manager, IT Project Manager ITIL Certified - experienced in project management, hardware and software management, project coordination throughout the continental US and Puerto Rico. Additionally, national and International participation and coordination of internal hardware and software projects and needs, experienced with performance metrics using Crystal and Application built in tools to create custom reports, Staff Development, Novell to A.D. GroupWise to Exchange migrations, SAP implementation support perspective , Disaster Plan Development Maintenance, Dept. Budgeting, and a HIPAA Security Official.
By applying the mix of technical, communication, training, and supervisory skills acquired through my progression of technical and managerial positions, I look forward to becoming a key contributor, as well as, a valued leader on both day to day operations and project aspects of the business.

Experience

Confidential

I.T. Support Group Manager

Department Management/Daily Operations

Business liaison / IT to Busine ss Communications
Doubled 1st call resolution, not incl. password resets, by helpdesk from approx. 18 to 38 1st call defined as < 15 mins, no callback or escalation required
Built desktop team of 4 from the ground up: upon assuming management of the group the network tech was split off to a full infrastructure role and the 2nd tech applied for a promotion to an application management role.
Reworked helpdesk team from simple issue loggers/assigners into full 1st, often 2nd occasionally 3rd level issue resolvers
Increased each group's responsibility/ownership by 32 , 28 respectively, freeing more specialized resources from repetitive tasks.
Managed team of Helpdesk Techs local/KSq Desktop Techs Main Office/Boston
Escalation Point for Business
Problem Manager / Major Incident Manager
Change Mgmt Board Member
Provided performance metrics to Senior and Dept mgmt using Crystal and Application built in tools to create custom reports, upon request and per schedules
Technical Consultant
HW Lease Mgmt
HW SW purchasing

Confidential

Project Management Team Member

Confidential

Information Systems Specialist / Info Systems Coordinator

Dept Management

Network Database Administration
Built dept from single network admin and IT clerk, which used consultant vendor services into team of 6 fully responsible for: and worked 'hands on' in all areas
Hardware Software Support of all Systems
Infrastructure build and maintenance
SQL Crystal Report Development
Software Training
Web Design, hosting and site maintenance Intranet Site and Internet Site
Disaster Plan Development Maintenance
Dept. Budget
HIPAA Security Official
Project Managem ent Team Member

Managed Worked Managed in full

Confidential

Process Analyst

Recognition award for work ethic and team attitude nominated by immediate supervisor.
Salute award for performance on process resurrection and resolution of contamination issue.
IC/Optoelectronics device fabrication course certificate.
Areas of Responsibility: Chemical Vapor Deposition, Diffusion, Metal Deposition
Responsibilities included:
Handle questions and address process related problems encountered in the manufacture of integrated circuits.
Organize and carry out engineering projects including gathering all necessary data.
Troubleshoot equipment problems and take appropriate steps to remedy the problem.
Program various computer controlled equipment.
Assign operators to stations within the area according to priority of work in queue.
Perform regular checks on equipment and calibrate to maintain continuous operating efficiency.
Suggested and implemented cost saving i deas totaling in excess of 250,000.

Additional Skills