Manager Project

Tim Boyatsis

** ******** **** ******** *****, New York 10977

Cell: 845-***-**** Email: ********@*********.*** LinkedIn:

www.linkedin.com/in/timboyatsis/

HELP / SERVICE DESK MANAGER

IT Management professional with extensive experience in Service Desk / Help

Desk / Desktop Support environments, including 24/7 customer support,

training, counseling, budgeting, staffing, strategic planning and

operations maintenance delivering a high-availability infrastructure.

PROFESSIONAL EXPERIENCE

Leukemia & Lymphoma Society - White Plains, NY

Manager - IS Help Desk

June 2013 -Present

. Manage support staff of three 1st level and four 2nd level members

providing IT support for 90 chapters in the USA and Canada. This

includes hands on support of 1st and 2nd level support calls.

. Coordinate and manage multiple projects, hardware/software rollouts

and internal moves, adds and changes.

Personal Computer Consultant

July 2012 - Present

. Process repairs, installations and configurations of computer

hardware (PCs, laptops, printers) and networks for small businesses

and individual clients

. Software installation and training of Microsoft office products for

individual clients.

. Provide IT services as a volunteer for non- profit organizations.

TEK Systems Fairfield, CT

IS Client Support Lead (Contractor) - Nestle Waters - Stamford, CT

May 2012 - July 2012

. Managed support staff of 8 Desktop Technicians/Network Analysts in

Northeast Region (Connecticut, New Jersey, Massachusetts,

Pennsylvania, Maine), under a Windows XP /Windows 7 workstation

environment.

. Managed the planning, tracking and delivery of national project

activities within the department.

. Monitored and improved call handling support procedures for Nestle

National Help Desk.

THE VALLEY HOSPITAL Ridgewood, New Jersey

Manager - Help Desk Operations

March 2008 - March 2012

. Managed support staff of 16 Desktop Technicians, 3 Network

Engineers and 1 Audio Visual Technician for support of 3500

Healthcare employees, under a Windows XP workstation environment.

. Monitored daily calls of 200 - 300 per day which covered 3 main

facilities and 12 offsite Healthcare facilities in order to direct

support for workstation, laptop, PDA, scanner, printer and software

applications.

. Processed annual reviews, 24/7 scheduling, hiring, mentoring,

coaching and counseling for all staff.

. Created, monitored and processed metrics to improve call handling

procedures to resolve daily service calls within 24 hours at a 95%

closure rate.

. Developed and wrote policies and SLA's for supporting hardware,

software and in-house applications.

. Coordinated and managed multiple projects, hardware/software

rollouts and internal moves.

. Processed budgeting for hardware of 1.5 million dollars annually.

WHITE & CASE, LLP New York, New York

Assistant Manager - Desktop Support

January 2003 - March 2008

. Managed support staff of 10 Desktop Network Technicians, 2 Telecom

analysts and 2 Audio Visual analysts for support of 1100 lawyers

and associates covering 3 facilities providing 24/7 workstation,

laptop, PDA, Telecom, Audio visual and remote support.

. Processed annual reviews, 24/7 scheduling, hiring, mentoring,

coaching andcounseling for all staff.

. Re-designed workflow support procedures reducing the total number

of service calls by 60%.

. Coordinated and managed projects, including hardware/software

rollouts for domestic and global offices.

RL HOFFMAN & ASSOCIATES New York, New York

Project Manager/Technician (Part time)

July 2002 - Present

. Coordinate and supervise move plans and schedules of corporate

relocations.

. Coordinate and assist with the de-installation, moving,

reinstallation and testing of desktop/laptop computer equipment,

file servers and all peripherals.

. Coordinate, assist and supervise the installation and testing of

new desktop/laptop computer equipment in relocated areas for

assigned clients.

MERCK-MEDCO MANAGED CARE, L.L.C. Franklin Lakes, NJ (1995 - 2002)

Manager - Desktop Support

January 2000 - July 2002

. Managed support staff of 15 Network Technicians and 2 Telecom

Analysts for support to 3000 clients and 6 facilities providing

24/7 workstation, laptop, PDA and phone support.

. Re-designed workflow support procedures reducing total number of

service calls by 45%, enabling same day problem resolution on

service calls received that day.

Supervisor January

1998 - December 1999

. Supervised support staff of 8 Network Technicians covering 4

facilities, 2500 workstations and one hundred Novell

Netware/Windows NT file servers.

. Successfully transferred 2500 employees from four facilities to one

new work site while still maintaining low numbers of problems and

fast daily problem resolution.

Senior Network Analyst

March 1995 - December 1997

. Sole network support of one building consisting of 350 Novell and

Windows NT clients.

. Supported dial up networking and remote email for remote network

sites and field offices.

PRODIGY SERVICES COMPANY White Plains, NY (1987 - 1995)

Senior Technical Analyst

June 1992 - February 1995

. Installed and maintained 200 workstations running Novell, OS/2,

Communications Manager and proprietary production creation software

specific to the online service industry.

. Traveled to client sites for installation and support of WAN's,

LAN's and workstations.

LAN Administrator

June 1990 - May 1992

. Constructed (cabling, hardware setup and configuration) and

supported (24/7) Novell Production LAN consisting of 25 servers and

700 users.

. Evaluated and upgraded LAN hardware/software to maintain and

surpass industry standards.

Advisory Technical Analyst

September 1987 - May 1990

. Evaluated, purchased, installed and supported PC hardware and

software for 600 users and small LAN.

. Supported executive management for major trade shows and client

presentations involving travel for site valuation, hardware

installations and show demonstrations.

TECHNICAL QUALIFICATIONS

HARDWARE

Networking: Ethernet, Cisco switches and routers, VPN, Citrix

Personal Computers: HP/Compaq, Dell, Lenovo, Macintosh

Servers: Compaq Proliant, Dell Power Edge

Industry Standard: Workstations, laptops, printers (MFD), mobile devices

(Android, IPhone, Tablets) and peripherals.

SOFTWARE

Operating Systems: Windows 8/7/XP/ NT/2000, Mac OS

Standard Applications: Microsoft Office Suite (Outlook, Word, Excel,

PowerPoint, Access), GroupWise, Front Page, Visio, Anti-Virus utilities.

IT Service Applications: Remedy, HP Service Manager, Magic, Solar Wind

Support Center, Bomgar, Dameware, VNC

Legal Applications: iManage, PC Docs.

EDUCATION

MANHATTAN COLLEGE, Riverdale, NY

Bachelor of Science - Computer Information Systems

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