Manager Help Desk

Nicholas Frisoli

** ********* *******, **********, ** 07109 973-***-****

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

Career Goal: To deploy best in class technology skills and a keen ability to

work with CEOs, C suite executives and employees at all

levels to deliver integrated technology and communications

solutions.

Career Summary: A Senior Lead Desktop Support Manager with demonstrated

preventative, troubleshooting and resolution abilities.

Intricately familiar with challenging software and hardware

and technical issues involved in maximizing their

productivity for employees. Strong interpersonal and

collaborative skills combine with a proficiency in a range of

operating systems to deliver success. Routinely rewarded for

adding value to individuals and teams in a global corporate

environment.

Experience: Sanofi Pharmaceutical Bridgewater NJ

Mobility Analyst 2012 to Present

Administrator of BES, Airwatch and GOOD servers

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Support of Mobile devices

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Create and maintain programmatic and technical

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documentation to insure efficient planning and execution

Manage and document system configurations

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• Ensure service delivery and customer satisfaction is met

for supported services

• Continuous improvement to services to meet the needs of

department, division, regional, and business goals.

Level 3 formerly Global Crossing New York, NY

Senior Desktop Manager 2005 to 2012

Single, direct point of contact for CEO for all

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technical issues related to MAC, iPhone, iPad and

Blackberry.

Provided VIP support to other C suite executives

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Successfully led team of six desktop support

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analysts.

Performance development and reviews

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Reviewed Weekly and Monthly reports in Remedy

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Ensured SLAs were met based on the department

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matrices

Responsible for staffing (terminations and hiring)

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Maintained print servers 2003 / 2008 r2

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Active Directory server 2003 /2008 r2

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Held weekly team meetings to discuss and go over

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problems, concerns or review ongoing issues

Consulted with users, management, vendors, and

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technicians to assess computing needs and system

requirements

Coached and mentored junior staff members so they

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could excel at their job functions.

Ensured that both internal and external customers

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were satisfied with the level of service by providing a

survey and correcting any issues that were needed.

Stayed ahead of the curve in advances in technology such

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as features, applications and operating system updates for

Blackberries, iPhones, iPads and Android smart phones.

Managed all US mobility and telecom invoices from

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various vendors for both (voice & data)

Responsible for all inventory related to Mobile devices

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(purchasing and RMA’s on equipment)

Performed preventative maintenance to anticipate and

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minimize problems and errors.

Blackberry BES Admin

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Deploy various programs and software to recover data

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from corrupted hard drives.

Regularly evaluated the organization's technology use and

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needs and recommended improvements, such as hardware

and software upgrades

Responsible for all computer related issues as well as

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printers and video conferencing equipment, including

Cisco TelePresence system.

IHS Leveraged Technologies New York, NY

Certified Team Lead/Senior Help Desk Analyst 2000 to 2005

Worked closely with the business application

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managers to provide support for critical business systems.

Trained new analysts on policy and procedure of the

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help desk position.

Assisted in videoconference setup and maintenance.

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Provided help desk support in person and remotely

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to all employees.

Maintained and provided help desk support for

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LAN and individual printers and personal computers.

Installed and supported Blackberry and Personal

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Digital Assistant (PDA) technology software and

hardware.

Provided troubleshooting insights on server issues.

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Spectrum Technologies East Rutherford, NJ

Help Desk Analyst 1999 to 2000

Provided phone support for 5,000 remote end users.

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Performed laptop setup and configuration.

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Upgraded software and hardware.

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Provided support for Lotus Notes 4.5 and R5.

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Education: Dover Business College Parsippany, NJ

Computer and Networking Technician Certificate 1999

Technology Summary:

Certifications: HDI Help Desk Certified

Software: Windows NT/2000/XP/Windows 7, Mac OS,

Parallels, Novell NetWare, IOS, VMware,

Remedy, Clarify, Citrix Client, Cisco VPN,

MS Office 2010/2007, Office suite for MAC

2004/2008/2011 Outlook, Asset Management,

AD, BES and Air Watch

Hardware: Laptops: IBM, Dell, HP, MACbook Pro and

Airbook, Printers: HP printers, Konica

Copiers/Scanner/Printer, HP all in Devices,

Desktops: IBM, Dell, HP, Mobile devices:

Ipad, Iphone, Droid phones, Windows 7

mobile, Polycom, Life size and Telpresence,

CISCO VOIP phones, Avaya VOIP phones

Contact this candidate