Manager Help Desk

Ray Pena

Teaneck, NJ *****

201-***-**** ******@*******.*** http://www.linkedin.com/in/repena

Professional Summary

• Senior level manager responsible for supervision in technical support areas.

• Experience managing IT Support personnel in various locations.

• Hands-on technical experience throughout all management positions.

• Over 10 years experience supervising technical help desk center and development of

technical staff in multi office organizations with a 7x24 service desk.

• Lead and motivate individuals to maximize high levels of productivity.

• Implementation of procedures and processes that improve business functionality

• Spearheaded numerous large scale projects from conception to deployment.

• Interaction with senior level staff, support staff and non-technical user population to

increase productivity, technical awareness and build strong client relationships.

• Promotion of positive help desk functions for better service to user population.

• Implementation and encouragement of ITIL standards and practices.

• Provided day to day technical support to executive staff.

• Coordination and supervision of outside technology services.

Technical Proficiencies/Skills

Experience with Microsoft Office 2003/2007/2010, Exchange 2007, Blackberry Enterprise

Server, Active Directory, Worksite/Filesite. Extensive knowledge with help desk and

desktop troubleshooting. Experience with mobile devices:Blackberry, iPhone and iPad.

Employment History

Manager, Help Desk Operations / Impremedia 09/2012 Present

Provide supervision of help desk and technical support staffs.

• Manage and improve end-user support and satisfaction; Act as escalation point for complex and urgent

issues; Management of inventory and distribution of PC hardware equipment such as laptops and desktops.

• Hands on technical support as needed; Ensure help desk ticket queue is managed properly to handle timely

resolution of problems.

IT Consultant 02/2012 09/2012

Provided technical support and assistance to small businesses and individuals in Northern NJ and New

York City.

• Completed projects related to troubleshooting and set up of POS systems, office cabling and small network

setups for various small businesses.

• Completion of small projects including installing, troubleshooting and repairing hardware, software and

peripherals, also training of end users.

• Assisted individuals with installation of home networks, data recovery and removal of viruses and malware.

Technology Manager Help Desk / Bank of America 06/2010 11/2011

Supervised domestic and international technical staff providing support to legal area which consisted of

over 1000 users. Assumed role of primary contact in legal area for all IT and application related issues.

Analyzed help desk reports on a daily basis and followed standard metrics for improvement in user

satisfaction and incident response process. Coordinated weekly meetings with staff to discuss projects,

technical issues and encouraged communication.

• Communication with user population for identification of issues, problems and inquiries

• Maintained constant supervision of help desk ticket activity from logging to completion.

• Encouraged team with development of documentation of procedures and processes related to user support.

• Implemented cross training procedures of technical staff in all legal applications to improve support to users

and offer consistent coverage to department.

• Improved communication processes between general help desk department and legal department technical

staff to increase service level support to legal department users.

• Traveled to other BofA legal offices for improvement of client relationships.

Manager of Information Technology / Zetlin & De Chiara LLP 08/2008 – 06/2010

Management and administration of network servers such as Exchange 2007 and Blackberry Enterprise

Server and switches and routers. Responsible for IT budget and long term planning of future system

upgrades and equipment replacement. Supervision of technical staff in all offices consisting of 2

technicians, 2 help desk analysts and 1 system administrator and provide IT support to over 200 users.

• Firm wide support of Office 2007 and Autonomy Worksite/Filesite applications.

• Responsible for troubleshooting issues, e.g. Active Directory, Outlook, WAN connectivity.

• Manage service contracts for all equipment and services; Building of working relationships with mobile

service device providers to provide best possible service to users and produce cost effective results.

• Responsible for the purchasing of IT related equipment and supplies.

• Implemented help desk procedures and processes and encouraged firm wide IT policies.

Technical Support Manager / Mayer Brown LLP 09/1998 – 04/2008

Supervised technical support staff consisting of 5 technicians, 1 system engineer and 3 Help Desk analysts

providing support to 700+ users. Review status of assignments and projects assigned to IT staff at weekly

meetings. Evaluations of technical and help desk staff including hiring, terminations, disciplinary actions

and performance reviews. Staff development consistently encouraged staff towards self sufficient attitude.

Responsible for work/vacation schedules of technical support and Help Desk staffs. Analyzed daily

incident reports and discuss with technical and help desk staffs. Primary liaison between senior partners

and IT department. Scheduled and attended weekly meetings and conference calls and discuss system

issues, new procedures/policies and hardware/software inconsistencies.

• Traveled to other regional offices and provide supervision to technical staff and lead projects as requested by

management; Project Lead for implementation of help desk call support system.

• Coordinated and approved overtime as necessary; Monitored on call weekend schedule; Ensured vendor

contracts were consistently updated; Project management.

• Created documentation and procedures of specific applications and other technical processes; Served as tech

support lead for annual firm Partner’s retreat which is held in different cities; Assisted with the annual IT

department budget and IT proposals. Responded to issues regarding Tandberg video conference equipment.

• Followed up on all user calls using Touchpaper, call tracking system; Creation of documentation for new and

existing products as well as troubleshooting issues; Worked with other office technical staff on standards and

procedures for best user support approach; Supervised Quality Control of all applications and hardware

distributed to users; Follow up on user requests and projects assigned to technical support and help desk staff;

Technical Team Leader for the infrastructure replacement project in the New York office.

• Project lead for all Wireless technology projects; Managed deployment of desktop and laptop images to user

environment for Dell hardware; Project lead for the installation and configuration of wireless network in

office conference rooms; Identified, escalated and followed up on all user application and network issues.

• Technical lead for the New York office migration of Windows 98 to Windows XP; Work with other office

technical staff on standards and procedures for best user support approach; Support of Blackberries, PDAs,

smart phones and /or other mobile devices.

Additional Employment History

Technical Support Specialist / Mayer Brown LLP 04/98 – 09/98

Technical Support Supervisor / Warshaw Burstein LLP 11/94 – 04/98

Assist. Data Processing Supervisor / Weil, Gotshal & Manges LLP 07/90 – 08/94

Education + Certifications

BMCC Computer Information Systems MCP MCSA MCSE

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