LORENZO IMBESI

**** ******* **** **.

St. Louis, MO 63129

314-***-****

acpojw@r.postjobfree.com

CAREER OBJECTIVE

IT support management professional with a 20-year career track and outstanding record of

accomplishment for providing technology solutions that meet demanding time restraints and

exceed expectations. I have been flexible to the needs of the organization. I have worked both

day shift and night shift. I have lead a group of over 20 workers. I am able to write clearly in a

variety of communication styles. I am proficient using Microsoft Outlook, Excel, Word and

PowerPoint. I speak clearly when presenting information to a group and one-on-one. I am open

to relocation.

PROFILE

Results-oriented IT Professional offering over twenty years experience in the financial and technical field.

Possess in-depth expertise in strategic planning, project management skills, as well as strong Project

Administration, Client Relation and Team Leadership skills as well as cost-effective utilization of technology in

Systems Implementation, Deployment, and Support . A proven business acumen, experienced in managing

broad scope of operations from System Administration, Quality Assurance, and Product Installation/Testing . A

proven track record for diagnosing complex problems and consistently delivering effective solutions.

Repeatedly improved delivery times and service levels while reducing company cost. Excels in recruiting,

leading and building top-performing technical service teams. I also have the Exposure to Six Sigma/DMAIC

Methodologies.

- KEY ACHIEVEMENTS –

• Lead Project Manager for the East Side Conversion OLM. Moving the OLM process from Charlotte, NC to

Minneapolis, MN

• Successfully managed the WBR GBG Store Support / Estate Migration project and relocated the GBG Store

Support process from Charlotte, NC to Minneapolis, MN, and the Estate process from Charlotte, NC to St.

Louis, MO.

• Consolidation of pagers to one nationwide provider that resulted in an annual savings of $3MM for 2000, and

2.5MM for 2001.

• Utilized my technical background as the key liaison between the business leaders, technology group and core

suppliers to develop both short-term and long-term solutions to the consumer real estate market.

• Succeeded with relationship management of offshore development resources located in India.

PROFESSIONAL EXPERIENCE

ALTER TRADING / ST. LOUIS, MO / SR. Help Desk Technician

2014 – PRESENT

• Provide technical desktop support for national IT infrastructure visiting the end user area to research and

resolve hardware/software/connectivity issues.

• Troubleshoot hardware, software and connectivity issues for Windows XP/7/8 environment

• Desktops, Laptops, and printer Break/Fix

• Imaging of devices

• Deployment of new hardware.

• Cisco VOIP phones

NATIONSTAR MORTGAGE / ST. LOUIS, MO / Desktop Support Technician

2013 – 2014

• Provide Desktop support functions including visiting the end user area to research and resolve

hardware/software/connectivity issues.

• Organizing and directing all aspects of Desktop support and provide support to internal and external

customers

• Desktops, Laptops, Thin Clients and printer Break/Fix

• Imaging of devices and deployment of new hardware. Deployed Avaya VOIP phones

ENTERPRISE RENT-A-CAR / ST. LOUIS, MO / Technical Support Supervisor

2011-2012

Oversee all operations and functions for IT in the Contact Call Center operations providing Tier 1-3 level

support of 1500 users.

Served as primary point of contact on a 24x7 basis for Operations, Production Control and Technical Support.

Effectively handled troubleshooting for hardware, software, and connectivity issues.

Provided installation and configuration of all computer systems and software applications on desktops,

laptops, and servers.

o Core team in upgrade from Windows XP to Windows 7

o Core team in upgrade in RightNow product

o Core team in upgrade from Internet Explorer 7 to Internet Explorer 8

WELLS FARGO ADVISORS / ST. LOUIS, MO / IT PROJECT MANAGER, CONSULTANT

2010 – 2011

Planned, directed, and managed designated projects between the Business and IT

o Assembled a project team that consisted of our Business partners as well as our Technology Partners.

This team consisted of approximately 40 associates.

o Directed weekly status meetings with the business and Technology to go over the Project Plan, as well

as any issues.

• Work closely with the Project Group to ensure all Milestones/Key Risks were being handled in the most

efficient manner.

Analyzed results of operations to discover more efficient ways to utilize resources.

Completed all required documentation necessary within the Enterprise Project Methodology (EPM)

requirements.

o Completed the Business Requirement Document (BRD), Project Development Document (PDD),

Project Risk Assessment

o Delegated tasks and action items to appropriate associate(s) with a required timeframe to complete

the task.

FIRST BANK / ST. LOUIS, MO / ASSISTANT HELP DESK MANAGER

2007-2010

Answering calls via acd within 30 seconds and averaging 100 per day.

Responsible for development of support and procedural documentation for distribution to Technical teams.

Provided training for the applications made available for business partners.

Active Directory Administrator Lotus Notes Administrator Exchange Administrator.

Utilizing MS Project, Windows 2000 – Windows 7, MS Office 2001, 2007, MS Visio, Symantec Ghost

Significant interaction with corporate officers, desktop users, and other corporate division associates.

LANDAMERICA / ST. LOUIS, MO / SR. HELP DESK ANALYST

2005-2007

Installation of routers, switches, network cables, wireless routers.

Support remote access using dialup/VPN etoken for remote and home users

Utilizing Windows 2000 – Windows XP, MS Office 2001, 2007, MS Visio, Symantec Ghost, in a Dell

environment.

AT&T / ST. LOUIS, MO / IT Project Manager

2004-2005

Managing a team of 4 associates.

Conducted Quality Control testing and analyses for new billing format as per specified standards and

requirements.

BANK OF AMERICA / ST. LOUIS, MO 1998-

2004

IT Project Manager

Provided technical leadership for national IT infrastructure of 3000+ employees nationwide.

Conducted Quality Control testing and analyses that ensures software and/or hardware meets or exceeds

specified standards and end-user requirements.

Handled IT documentation for specified requirements and system changes. Utilizing MS Project to keep

project on task, and in budget.

Help Desk Manager

Oversee all operations and functions of a high-volume help desk operations providing Tier 1-3 level support of

3000 users.

Served as primary point of contact on a 24x7 basis for Operations, Production Control and Help Desk.

Effectively handled troubleshooting for hardware, software, and connectivity issues.

Provided installation and configuration of all computer systems and software applications on desktops,

laptops, and servers.

Effectively used Tivoli Remote control/Dameware to implement system migrations to Windows 2000 with no

unscheduled downtime.

AT&T / ST. LOUIS, MO / Order Cycle Manager

1996-1998

Managing a team of 2 associates who provided hardware and software configuration orders for company.

GEAC Financial Systems / ST. LOUIS, MO / HELP DESK MANAGER 1986-

1996

Organized and developed first centralized helpdesk, supporting 300 users and answering 100 calls per day.

Performed and oversaw all analysts’ training, performance evaluations and career development planning

Scheduled and managed 20 support analysts.

CORE KNOWLEDGE & SKILLS

IT Projects; IT Management; Help-Desk Management; System Upgrades, Installations, and

Configuration; Active Directory; Communication Technology; Site Planning and Implementation;

Company-wide Rollouts;

Disaster Recovery; Facilities Management; Asset Management

MS Windows 3.1-Windows 8, MS Office XP - 2013

EDUCATION

Canterbury University MS, Computer Science (GPA 3.75) BS, Information Technology (GPA 3.75)

Control Data Institute AS, Computer Programming and Operations (GPA 3.5) A+ - A+ Certified

Professional Technician 1998 MCP Windows 2000/XP 2001NCSA Windows 2000, Windows 2000

Server, Windows XP, Office XP 2013

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