Scott Serber

** ******** *** ******** **, *****

212-***-****

actc6p@r.postjobfree.com

PROFESSIONAL SUMMARY

A top-performing Desktop Support Manager credited with combining hardware, software, and platforms expertise to deliver substantial revenue growth in highly competitive business markets. Strong expertise in data migration and systems upgrades, as well as developing effective solutions for project needs based on comprehensive system analyses. Highly accomplished in cross-functional team leadership and ability to build and maintain relationships..

Network Security

Staff Management & Development

Process Improvement

Project Management

Vendor Management

Change Management

Key Metrics & SLA Tracking

Systems Evaluation

Troubleshooting & Repair

PROFESSIONAL EXPERIENCE

The Clearing House Payments Company, New York, NY 09/11 – (Present)

Manager, Desktop Support

Desktop Support manager responsible for the multiple levels of daily support operations of in the New York, DC and North Carolina offices. Oversee a team of 3 technicians and achieving a high level of customer satisfaction. Additional responsibilities include root cause analysis to prevent a future re-occurrence and implementing process improvements, while maintaining quality.

Oversee a staff of three technicians, one in NY and two in our NC Data Center

Coach and mentor staff on performance, customer service, technical skills, and training recommendations

Meet weekly with staff and schedule meetings with technicians to discuss current and upcoming projects

Provides technical support, direction, supervision and leadership to members of the Desktop Support group

Evaluates new technologies, methodologies and technology trends to ensure that TCH’s computing infrastructure meets current and future needs

Provide escalation and technical support to high level staff and respond to emergencies on a 24/7 basis

Project leader for office-wide technology implementation and firm-wide initiatives

Develop, maintain and provide key performance indicators for all IT Support requests to upper management

Consult and confer with professional, technical and managerial staff to define their IT desktop technology needs

Coordinate projects with senior staff and staff at outside agencies

Develop and support standards for company-wide use of desktop services in Active Directory group policies

Monitor performance of the IT team, and conduct performance appraisals for my direct reports

Key Accomplishments:

Developed and implemented central storage repository for desktop support procedural documentation.

Managed multiple large-scale projects, including migration from Blackberry to iPhone devices, Microsoft Exchange upgrade, and transfer of more than 300 user accounts to new domain.

Established a formal on-call schedule for the desktop staff

Formally implemented a mobile device management system utilizing MobileIron

Streamlined patching of non-Microsoft systems and applications with newly implemented Secunia CSI

The Clearing House Payments Company, New York, NY 12/03 – 09/11

Desktop Systems Engineer Specialist

Provided support, troubleshooting, and problem resolution to systems users and implemented company-wide security software and hardware to protect against unauthorized access, spam, malware, phishing, and hacking. Coordinated project delivery and deadlines and created training materials for management of Microsoft applications.

Provide technical end user support in a Windows XP/Windows 7 environment

Tested and supported new software application integration and changes to our existing technology

Lead Exchange administrator during design, implementation, management and support

Remotely support staff and IT support in our Long Island, Stamford and Jersey City sat

Key Accomplishments:

Migrated more than 300 mailboxes to Exchange 2007 using CCR and SCR to ensure server and site resiliency.

Deployed Blackberry devices to more than 100 internal users as lead engineer.

Updated Active Directory schema to Windows Server 2003 and designed and implemented AD restructuring.

Defined and implemented anti-spam infrastructure using multiple SonicWALL appliances resulting in measurable decreases in spam and increased support staff productivity.

EDUCATION

CUNY – Brooklyn College, Brooklyn, NY

Bachelor of Science Degree

Major – Business Management and Finance

Certifications

HDI Certified Desktop Support Manager

HDI Certified Support Center Director

Microsoft Certified Systems Engineer

Microsoft Certified Technology Specialist

Microsoft Certified Systems Administrator

CompTIAA A+

RELEVANT TECHNICAL SKILLS

A+ Certification (2003)

Windows XP / Vista / 7 / 8

Microsoft Office 2007 / 2010 / 2013

MS Project

MS Visio

Exchange 2007 / 2013

Active Directory

Group Policy

WSUS

MobileIron

Secunia CSI

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