Manager Service

DONALD B. DUGGAN

Cell: 917-***-****

**********@*****.***

SUMMARY

IT Management Professional with a wide range of Customer Support, Technical

Support and Project Management experience. With a background in Help Desk

and Desktop Support services, I have developed Help Desks, an Application

Support Service Desk and IT Support Structures for several organizations.

My career has allowed me the opportunity to build Service Desks from the

ground up and manage technology projects, evaluating needs, planning

support structures, developing a scope of work, working with senior

management and Business Units to develop Service Level Agreements,

developing policies and procedures, evaluating and selecting ticketing

system software, performing user acceptance testing and developing

performance metrics. With a focus on staff development and continuous

process improvement, I am passionate about customer service and coach my

staff to make service and support their highest priority.

TECHNICAL EXPERIENCE

SOFTWARE:

. PowerSchool Premier, NextGen EMR, Numera/Blue Ocean TrackIT, Remedy,

Windows 2003 and 2008 Server, Microsoft Active Directory, Windows 7,

Windows NT & XP, Microsoft Office 2010, Microsoft Project, Citrix,

Dameware Remote Control, Blackberry Enterprise Server, Symantec Ghost,

Symantec Enterprise Anti-Virus, IBM Client Access emulation software and

numerous proprietary software applications.

HARDWARE:

. IBM, Compaq, Dell and iMac desktops, HP, IBM and Dell Servers, Cisco and

HP switches and routers, IBM /Lenovo, Dell and MacBook Laptops, HP

LaserJet Printers, Kodak Scanners, HP Optical Platter Jukeboxes,

Blackberry devices, iPhones and Canon E-Copy stations.

PROFESSIONAL EXPERIENCE

Staffing Solutions USA

2013 to Present

Desktop Deployment Consultant

Performing Department moves for Oppenheimer&Co.

. Preparing Desktop systems for removal and move to new location

. Reinstalling and testing desktop systems

. End User Support in new locations after redeployment of systems

Animal Medical Center/Navisite

2011 to 2012

IT Manager

On site IT Department Manager at Animal Medical Center.

. Managed of IT staff, Consultants and Vendors.

. Developed a Service Desk, utilizing Remedy.

. Tested applications and created desktop images for XP to Windows 7

migration

. Created, implemented and enforced IT Policies and Procedures.

. Blackberry and Smart Phone device support and BES Server

Administration.

. Created and managed user accounts in Active Directory.

. Led an upgrade project for the Interventional Radiology Department,

upgrading Server hardware and software.

UNCOMMON SCHOOLS/ROBERT HALF TECHNOLOGY 2010 to 2010

Application Support Service Desk Manager (consulting position)

Managed Application Support Service Desk for 22 Charter schools throughout

New York and New Jersey.

. Creation and Management of an internal Service Desk supporting

PowerSchool Premier Software suite

. Supported school Administrators and worked through the End of Year and

Start of Year processes with each school.

. Created new Schools, user accounts and security settings in the

system.

. Created a Service Desk Ticket Process and developed Service Desk

Reports.

. Authored Service Desk Operations Manual.

STATEN ISLAND PHYSICIAN PRACTICE

2008 to 2009

IT Manager (consult to hire position - hired by client 10/08)

Managed the IT Department of Staten Island Physician Practice,

. Supported approximately 350 employees in 3 locations.

. Managed all aspects of IT Support, including building an IT Team,

cross training team members and scheduling staff.

. Recruited technicians, negotiated vendor contracts and managed

contract employees.

. Developed Helpdesk policies and procedures, implemented user support

procedures,

significantly improving response time and the effectiveness of

support services.

. Developed file server configuration standards and reconfigured servers

to comply with standards.

. Planned and Managed Infrastructure Upgrade Project and Data Center

Move.

. Responsible for maintenance and upgrades of NextGen EMR System

Hardware.

. Worked closely with the EMR Team to diagnose and resolve EMR issues.

. Acted as escalation point for all unresolved issues, ensuring problem

resolution.

SBLI USA MUTUAL LIFE INSURANCE CO., INC.

1999 to 2007

IT Support Team Manager (2001-2007)

Managed Helpdesk and Technical Support Staff serving approximately 375

employees in 5 locations.

. Senior Technical Support technician for the company's corporate

headquarters.

. Scheduled Helpdesk and Desktop Support technicians

. Hardware and Software evaluation, selection and installation;

scheduling of maintenance.

. Created and managed user accounts using Active Directory.

. Successfully managed and executed Windows NT to Windows XP migration

project.

. Developed Support Team policies and procedures, improving the

efficiency of the team.

. Developed Training Materials for end-user community and delivered

training to entire staff.

Desktop Support Manager (1999-2001)

Managed the Desktop Support Team including hardware and software

installations, prioritizing support requests and escalation of high

priority issues.

. Successfully managed desktop computer replacement project for all

computers throughout company.

. Planned and executed office relocation (Computer relocation,

installation and testing).

. Coordinated testing, packaging and distribution of Sales Illustration

Software.

SBLI USA MUTUAL LIFE INSURANCE CO., INC. (cont.)

Desktop Support Consultant (1999)

Configured and installed desktop and laptop computers as part of a team,

building a new infrastructure for the company.

. Created Symantec Ghost Images for Desktop and laptop computers.

INDEPENDENT CONSULTANT

1997 to 1999

Supported multiple corporate and individual clients including law firms,

hospitals and small businesses. Services ranged from hardware and software

installations to network support and systems analyst responsibilities.

. Led a project team in an e-mail system upgrade.

. Created a CD ROM software library.

. Scripted and remotely distributed software applications.

VISITING NURSE SERVICE OF NEW YORK

1995 to 1997

Technical Support Specialist

Responsibilities included technical field support of networks and

communications equipment at

offices and hospitals throughout the metropolitan New York area.

. Assisted with file server configuration and installation.

. Coordinated installation of PCs and file servers during Borough

office upgrades.

. Supported PCs, mainframe terminals and pen based tablet computers.

GOLDSTEIN, GOLUB, KESLER & CO.

1991to1995

PC Specialist

Responsibilities included network administration, PC and laptop

configuration, end-user support

and training.

. Created a Hardware Inventory Database using Excel.

. Assisted in the configuration and installation of file servers.

EDUCATION

Brooklyn College, Brooklyn, N.Y.

Liberal Arts studies, which included Introduction to Computers and

Programming in Basic.

PROFFESSIONAL DEVELOPMENT

Attended numerous professional seminars, participated in many job specific

training courses.

. Most recent training included Helpdesk Management, ITIL Fundamentals,

Leadership and Critical Thinking courses, as well as LOMA Insurance

industry courses.

Control Data Institute, New York, N.Y.

. Completed an intensive individualized computer programming course.

. Designed, documented, and debugged a variety of business application

programs.

. Graduated in the top 10% of class.

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