SUMMARY:

• Proven Help Desk Supervisor/Manager with extensive experience in all aspects of service management to provide World Class customer support.
• Driven to achieve results and exceed customer satisfaction levels. Outstanding relationship building expertise with clients and management at all levels.
• Consistently deliver excellent communication, leadership, training, coaching and team building.h
• Demonstrated success in trending analysis, SLA’s, metrics and reporting, process improvement and cost saving initiatives.
• Expert experience in formalizing and measuring KPIs.
• Over 15 years of experience with Confidential Server 2000 - 20012R2, Active Directory, DHCP,DNS, Exchange, MS Office and Outlook 98-2016,Backups,LAN, Windows 98-Windows10,VOIP, printing, imaging, training, VDI, VMWare, VSphere, SQL, IIS, Avaya Phone Systems, asset management, software licensing, documentation and networks

PROFESSIONAL EXPERIENCE:

Implementation Engineer

Confidential, Wesley Chapel, Florida

Responsibilities:

• Hired as the Hands on Help Desk Supervisor with HT Systems and the network/server/desktops/laptops/Wifi /printer and Video Conferencing technician for the office and performed this role until we were acquired by Imprivata in Boston Ma. Placed into the role of a QA Engineer after the acquisition as Imprivata had their Service Desk staff and management in place.
• Quickly grew into the role of a QA Engineer and immediately produced results in all aspects of my responsibilities to include test plans, test cases, documenting and reporting/ testing defects. To facilitate the testing I created countless VMWare and VSphere server and workstation environments with Windows 2008 -2012R2 Servers, Active Directory, DNS, LDAP, DHCP, SQL Server and workstations .
• Promoted to the position of Implementation Engineer. Work extensively with our customers to document their infrastructure and provide the required implementation plans to install our products. Utilize VPN to build out their Active Directory by creating OU’s, Groups, users, set folder and file permissions, configure and deploy certificates and LDAP. Deploy Windows Servers, SQL Databases, and workstations on VM’s and standalone servers. Configure IIS, Internet Explorer and Chrome for access to our software

Help Desk Manager

Confidential, Tampa, Florida

Responsibilities:

• Managed, mentored and coached a team of four support professionals to provide support to 1000 internal employees and 75 managed services clients throughout the southern United States. Served as the escalation engineer for my team and also jumped in to field support calls on a daily basis.
• Hands on management of Active Directory, File and folder permissions, Print Servers, Email servers, Office 365, VPN, Application Support, AntiVirus, SharePoint, Wireless Networking, and Sales Force support for the organization. Recommended procured and repaired desktops, Surface Pro PC’s and laptops.
• Created and implemented all services standards, policies and documentation that did not exist before my arrival drastically improving customer incident resolution and satisfaction.
• Created metrics reports for our department to provide insight on trending, problem management and staffing needs.

Team Lead / Executive Technician

Confidential, Palmetto, Florida

Responsibilities:

• Contracted Team Lead of 5 field engineers supporting our global customer base
• Designated Executive Support engineer to all Feld Executives. Managed Active Directory, Network Administration, Printers, Tablets, thin clients, imaging of PC’s and Onboarding of new employees and vendors.
• Project coordinator and liaison. Conducted new hiring training classes.

Hands on Service Desk Supervisor

Confidential, Tampa Florida

Responsibilities:

• Supervise nine client service technical support professionals who answer incoming calls, image PCs and process software deployments for 6500 users to include the local offices in Tampa, 40 remote offices and 250 remote users. An average of 9000 calls are handled per month
• Create and modify reports and metrics
• Manage process improvements, customer education, training, and created a customer facing and technician knowledge base that has resulted in a lower incoming call volume by 10% and our survey scores increasing 15%.
• Process all enterprise Severity 1 and 2 escalations and organize an immediate call with the appropriate teams to resolve the issue within the designated SLA.
• Conduct weekly team meetings and monthly one on ones. Set and review annual goals and work with other teams to provide career advancement for my direct reports.

Service Engineer

Confidential, Tampa, Florida

Responsibilities:

• Senior Technical support of 9000+ employees across the US and Canada
• Administer Confidential Windows 2003-2008R2 Servers, SharePoint, CostPoint, Active Directory and Exchange servers, Blackberry Enterprise Server, SCSM, Lync 2010
• Deliver and troubleshoot SCCM software packages on Windows XP and Windows7 PCs
• Own and manage priority 1 and 2 escalations and work until resolution.

Hands on Help Desk Supervisor

Confidential, Tampa, Florida

Responsibilities:

• Monitor queues, first contact resolution, SLA’s, ACD stats, surveys, trending and all KPIs
• Created all desktop/laptop images and was an integral team player in implementing the new Windows 2008r2 UMA domain including building the servers.
• Created the formal Help Desk where none existed previously to include implementing and managing Trackit 9 and the end user self help portal and the password reset utility.
• Created new hire training classes and trained users explaining the operations of the help desk, network resources, printing and Internet standards.
• Onbaorded 600 new users in 12 months.
• Evaluated and procured all hardware and software for the organization.

Hands on Help Desk/Desktop Support Manager

Confidential, Tampa Florida

Responsibilities:

• Managed continuous improvements in service delivery to facilitate higher customer satisfaction and faster problem resolution.
• Managed nine Help Desk technicians in three states dramatically increasing service levels in all call center and desktop support metrics.
• Created a Six Sigma customer communication project to keep users well informed of the status of their requests for service. As a result, the customer survey responses rose from an average of 52% favorable to an 86% favorable level in 6 months.
• Managed the Active Directory overhaul from the top down to create the proper structure to accommodate our new desktop lockdown tool, software delivery/asset management tool and to facilitate faster and more accurate network account creations..
• Managed enterprise replacement of all cell phones and wireless devices from Verizon to Sprint. All wireless device users were transferred to their new hardware with no gaps in service.
• Created the policy documentation for all computer usage practices, wireless devices and Internet usage policies, service levels, and the service catalog to publish the support guidelines for the organization.

Help Desk Supervisor

Confidential, Tampa Florida

Responsibilities:

• Orchestrate highly successful operations of the level one and two Help Desk teams. Implement policies, procedures and training striving to consistently improve our service. Monitor daily customer queues, ACD stats, surveys, and trending. Produce ACD, and Service Desk reports in required intervals. Conduct hiring, employee development, training and yearly performance reviews. Managed vendors, interns and contract employees.
• Support 3000 users and 2400 computers and peripherals in three primary and nine ancillary facilities throughout Tampa. Significantly improved all call center metrics (Average speed to answer, abandon rate, queue delays, first contact resolution, handle time and surveys)
• Managed eight team members that consist of the Help Desk level1 and level 2 technicians and the technical liaison technician that supports IPTVs, video on demand. Internet and satellite TV in all of the patient rooms.
• Implemented CA Service Desk V11.2 from scratch and created all policies, SLAs and implemented the employee self-help function with a knowledge base and conducted training classes for 200 power users on the new system.
• Pilot and implemented Wyse VDI Thin Client VMware technologies in the new long term care facility and all nursing stations to provided 100% uptime for those terminals.
• Project lead on all hardware, software and cabling for the new Pepin Heart Hospital, Brandon wound care, the new long term care facility and two physician offices. All projects were completed ahead of schedule.

Network Administrator/Help Desk Supervisor

Confidential

Responsibilities:

• Responsible for 80 Windows NT/2000 servers and 2 Novell servers and desktop support for 900 users. Administered Cisco switches, IIS Web Servers, DNS, WINS, DHCP, print servers, Citrix and many other enterprise servers.
• Help Desk Administrator/Network Administrator/Server monitor/Citrix admin. Ownership of 24 servers.
• Sole support of 33 POS retail systems throughout the Southeast. All stores were operation 100% f the time.
• Responsible for the enterprise backup/recovery of over two terabytes of data.
• Completely overhauled all electrical power in the data center to make all server power 100% redundant.
• Recognized as the engineer that completed all projects ahead of schedule and under budget.

Sr. Systems Engineer

Confidential

Responsibilities:

• Perform all functions of systems implementation, administration, network monitoring, and project management and help desk support for the Confidential offices and remote users in Florida, Alabama and Mississippi. Implement and support all VTC and conference room equipment.
• Lead tech continually ranked at the top tier of technical support engineers nation wide.
• One of two people selected in the United States as a member of the Siemens/ Confidential Sr. technical team for high level problem solutions.
• Technical trainer of Confidential and Siemens Business Services new hires.
• Managed numerous office expansions, hardware refresh, server upgrades, desktop and laptop repair and LAN/WAN upgrades.
• Employee of the quarter. Received the “Going above and Beyond” award for my preparation of the office infrastructure for 2 approaching hurricanes.
• Early Experience: Technical Operations Manager for Recomm Display International
• Warehouse Supervisor/Computer Technician, Bay Resources.
• United States Air Force - Honorable Discharge.