Technical Support Manager
Resume:
PROFESSIONAL SUMMARY
Over ** years of technical support experience in roles varying from first level help desk support, second and third level technical support, department manager, and most recently as the technical support manager of the southeast region. Additional experience in managing staffing needs, schedules, budgets, projects, location moves, and major infrastructure architectural migrations such as Windows XP to Windows 7 and lotus notes/Domino to Microsoft Outlook/Exchange environments. Support strengths include in depth knowledge of hardware/software and server support. Delivery methods comprising of one-on-one, remote connection and phone support for large scale enterprise environments. Experience includes troubleshooting problems in a Windows desktop / server, and OS/390 IBM Mainframe environments. Also TCP/IP troubleshooting for in-house and remote access issues, including VPN connections.
TECHNICAL SKILLS SUMMARY
Windows 2000/XP/7, Microsoft Server 2000 – 2012, MS Office Suite XP-2013, Active Directory, SCCM, Symantec End-Point encryption, Ghost, Cisco phones, OS/390, TCP/IP, DNS, SNA, iPad and Android, SCO Unix, VTAM, NetView, Citrix, VPN
PROFESSIONAL EXPERIENCE
Willis of North America Nashville, TN / Tampa, FL July 2003 – August 2015
Technical Support and Service Delivery Manager – Southeastern Region
Managed a staff of 8 technicians from Florida to Delaware
oPerformed yearly and mid-year reviews
oManaged staffing needs for projects and schedules
oProvided coaching and technical advice to entire 52 person team
oLiaison between the Service Delivery team and other departments within IT to streamline support processes, project resolution, and technical deliveries.
oLiaison between IT and the business to gather project requirements and assign the appropriate technical resources for improved efficiencies.
oImproved departmental processes raising the amount of service calls completed within the SLA to 99%.
oUtilized remote support technologies as well as refining the best practices of support procedures in order to save the company over $3m per annum by reducing travel expenses and staffing needs.
oMaintain departmental SharePoint site and documentation library.
Provided support for Hardware/Software issues as they arose
Provided support for corporate mergers, acquisitions, and divestitures
Provided personal technical support to high level executives, the board of directors, as well as clients.
Configuration, installation, and support for new and existing servers (print, file, and DC’s ) Analyzed capacity needs and project storage growth needs and plan accordingly.
Built replacement File/Print servers utilizing Server 2012, Server 2008, and Server 2003. Applied server images, managed data migrations (Back up/Restore),Installed and configured application software, configured roles, added service and administrator accounts, joined to domain, configured TCP/IP information, built print queues, and file shares
Coordinated project to migrate from Remedy ticketing system to Service Now and developed departmental best practices.
Managed decommissioning process of outdated servers (coordinate data security, recycling efforts, data migration)
Created network shares and provide security access utilizing Active Directory
iNet Strategy (Sanford) Nashville, TN February 2002 – May 2003
Systems Administrator (Contract)
Installed and configured Windows 2000 servers and manage active directory environment
Provided technical support for all technology issues (PC’s, Copiers, Printers, mobile devices, etc)
Managed ordering, deployment, and budgets for all technology items
Installed technology ticketing system to improve service efficiency, create a knowledge base, and track inventory
Install networking and technology peripherals (MFD’s, Switches, routers, custom bar code printers and scanners)
Acted as sole IT asset and performed all IT duties at both the plant and distribution center.
Supported Avaya phone system
Rackley Systems Pulaski, TN March 2000 – January 2002
System Administrator
Responsible for configuration and deployment of computer systems
Performed all software upgrades and security patches
Created PC image process ensuring more efficient deployment
Completed support and wiring for analog phone system
Responsible for network wiring and switches
Installed servers and routers
Served as an Administrator for Novell Networks and Lotus Notes
IBM Global Services (Eckerd Corporation) Largo, FL June 1999 – Nov 1999
Network Analyst (Contract)
Responsible for daily maintenance of entire Eckerd’s store network, and troubleshoot problems in an OS/390 IBM Mainframe environment, MVS/TSO, by checking store configurations and communication for all stores either via a satellite or 56 K network systems
Windows NT, TCP/IP, troubleshoot remote access, troubleshooting email such as Netscape
Working with both SNA and NDT clients that used a SCO Unix system as a backbone, used Telnet to diagnose communication problems
Used VTAM, TSO, and NetView as part of daily testing procedures
TCP/IP support through programs such as Ping, Telnet, and trace routing tools
Staples Largo, FL July 1997 – June 1999
Team lead – Tech center
Managed computer tech center and staff of four technicians
Managed scheduling and staff needs
Provided senior technical support and guidance for the rest of the staff
Responsible for dealing directly with the customer and diagnosing their PC problems or what they hope to accomplish with a hardware upgrade and offering advice to realize goals for their system
Supported PC hardware, build PC’s, troubleshoot Desk Jet and Laser Jet printers, install modems, sound cards, video adapters, CD ROM drive, memory installation and upgrades, partitioning and software. (MS Office – Word, Excel, Outlook, PowerPoint, Access, and Windows 9x)
During my time at Staples, the department climbed to and remained nationally ranked as one of the top three stores for services performed.
EDUCATION
Studied Computer Science – St. Petersburg College December 1997
REFERENCES
Bill Paul
National Service Delivery Manager
Willis North America
acrt0f@r.postjobfree.com
Brian Foster
South Central Regional Service Delivery Manager
Willis North America
acrt0f@r.postjobfree.com
Gena Connors
Vice President of Corporate Real Estate
Willis North America
acrt0f@r.postjobfree.com
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