Sales Manager

Cosmo Marruso

*** *. ***** ****** . *********** NY 12305

518-***-**** E-Mail: abg21p@r.postjobfree.com

Career Overview

Throughout my career, I have gained extensive experience leading,

directing, coordinating, and testing for Helpdesk/Desktop and Network level

support and project initiatives. An analytical, innovative problem solver,

I have successfully maintained excellent customer relationships, both

internally and externally, while developing on-time business system

solutions. My skill set includes expertise in design, deployment, and

implementation of applications, as well as a solid understanding of current

technologies. I have successfully managed numerous IT projects and led

technical teams in the development of software and hardware rollouts.

Strengths

Relationship Building - I utilize solid interpersonal and communication

skills to forge and maintain strong business and customer relationships,

and enthusiastically collaborate with internal colleagues to achieve

established goals and expectations.

Knowledge and Expertise - I have developed and continue to maintain a

thorough knowledge of project management philosophies, networks, virtual

environments, Office products, analytic procedures, process improvements,

and technical support.

Team Building and Motivation - Utilizing effective communication and

motivational strategies, I foster an atmosphere of teamwork and

collaboration, with an emphasis on goal attainment.

Customer Service - I successfully blend integrity, innovative thinking, and

leadership to ensure first-rate customer satisfaction, optimizing service

delivery through decision-making talents, critical thinking skills, and an

unwavering drive to excel.

Competitive Drive & Strategic Thinking - Personable, persuasive, and highly

respected for my business acumen, I display a positive leadership approach

and consistently surpass goals.

Employment Experience

Regeneron Pharmaceuticals Inc. Rennselaer NY

December 2010 - Current

Supervisor, IT Client Services

Oversee Helpdesk Staff and establish accountability for staff scheduling,

quality handling and resolution of tickets, escalations and morale.

Provide management reports on Helpdesk operations and issues regarding the

support of Information Technology resources.

Responsible for processing requests to the Helpdesk, ensuring problems and

solutions are recorded into the Helpdesk ticket tracking system.

Provide technical guidance, develop solutions and execute plans per project

needs.

Provide technical guidance in activities associated with the

identification, prioritization, and resolution of reported problems either

by telephone or in person.

Conduct training of support staff on operational procedures and

troubleshooting techniques.

Provide end-user training as needed to reduce recurring calls to the

Helpdesk.

Establish documentation for installation and support procedures.

Report staff disciplines issues and schedule performance evaluations

Provide level 3 support in problem solving for desktop hardware and

software environments, printers, and client software applications through

problem resolution and root cause analysis.

Work closely with other IT groups (Infrastructure, Enterprise Applications,

etc.) to proactively identify and resolve issues that affect the end-user

experience.

Troubleshoot all Telecommunications issues i.e. PBX, voicemail, desk

phones, cell phones, internal antennas, etc.

Manage accounts for pagers, cell phone providers.

Train employees cross-site on proper use of Remedy ARS and Service Now call

ticketing Systems

Travel between Rennselaer and Tarrytown offices one to two business days

per week for cross-site employee management.

Sage Computer Associates, Albany NY

September 2010 - December 2010

Dispatcher / Sales Assistant

Provides daily dispatch and materials management services for growing

technology business.

Prepared reports and data analysis for executive decision making. Position

also responsible for assisting the sales department.

Dispatch SAGE Technical resources to meet clients needs.

Answer incoming calls.

Prioritize and assign service activities to the appropriate resources.

Manage ongoing dispatch schedules for all resources.

Follow up on dispatch activities.

Ensure that materials needed for SAGE production requirements are ordered,

received, filled and shipped in time to meet schedules.

Prepare and present specified management reports.

Help SAGE sales team meet sales goals.

Under guidance of sales team, prepare proposals for network equipment and

services.

Review pipeline reports and confirm status of outstanding opportunities.

Help create and implement SAGE marketing strategies and tasks

Work with SAGE Management to establish parameters for marketing plan

Toshiba Business Solutions Latham NY

September 2009 - March 2010

Professional Services Engineer

Conducted process evaluations for companies and provided recommendations on

how to streamline workflow processes to save money and work more

efficiently

Connection and configuration of new equipment on customer sites

Troubleshooting and maintenance of existing equipment at customer sites

Software solutions implementation and configuration

Specialist in electronic document management solutions with a goal of

making offices paper free

Responsible for all internal IT related issues and maintenance

Consulted with companies to provide solutions to specific issues and

concerns regarding internal processes with a goal of streamlining

operations

1 Of 1000 technicians certified in Docuware Document management solution

Conducted printing studies and recommended ways to consolidate equipment

and save money on printing and energy costs

1

2 Capital District Physicians' Health Plan, Inc., Albany, NY

3 December 1999 - May 2009

Manager, Systems Engineering

Managed conversion to virtual environment from physical server environment

Managed, directed, coordinated, and scheduled work for eight team members

Managed and coordinated hardware builds for conversion of Amisys to Facets

Claim System on a virtual server platform

Implemented a new printer solution utilizing a four-year lease, which

includes all consumables and onsite service, resulting in substantial

savings to the company

Responsible for designing the schedule and workflow for all new builds and

configurations and ensuring service levels were met

Led effort to consolidate stand-alone SQL servers into a virtual

environment

Consolidated datacenter hardware, saving floor space and lowering energy

costs

Evaluated current printing needs throughout the company and consolidated

equipment bringing total printers from a total of 170 down to 120 saving

approximately 100 thousand dollars per year without users seeing any

productivity loss

Led, coordinated, and provided technical planning assistance for the

deployment of new desktop and laptop solutions for approximately 850 users.

Responsible for RFPs and vendor contract negotiations for hardware refresh

for all desktops and laptops, resulting in a savings to the company in

excess of $750,000 over a three-year period Replacing approximately 1,200

desktops and laptops in a three-week period, with minimal down time to end-

users

Desktop / Helpdesk Lead

Led, directed, and oversaw a technical support team supporting 850+ users

in a Local Area Network

Led, prepared, and tested the deployment of new software and systems,

providing assistance in first- and second- level support to customers

Led and directed the coordination and scheduling of work for six team

members

Directed and executed the maintenance and repair of Compaq, Digital, IBM,

and Dell laptop and desktop computers

Managed and executed all desktop-related disaster recovery exercises with a

100% success rate

Responsible for designing the schedule and workflow for desktop de-

installation and installation over a two-weekend timeframe, a project that

was completed ahead of schedule. This initiative required continual

motivation of team members and hands-on task performance.

Responsible for remote software deployment using Active Directory and Prism

Deploy

Led, scheduled, and oversaw approximately 15 to 20 desktop projects per

year

Managed and directed all desktop and laptop software and hardware upgrades

Researched new and emerging software and hardware technologies .

Oversaw Helpdesk Services to ensure Service Level Agreements were met for

100% customer satisfaction

Designed and monitored workflow for Helpdesk

.

Kaiser Permanente, Latham, NY

June 1998 - December 1999

System Support Specialist

Member of Desktop Services Team supporting 3,500+ users in a Wide Area

Network

Provided assistance in first- and second-level help desk support and

assisted in the coordination of the help desk

Maintained and repaired Compaq Computers and HP printers

Provided support assistance for Networking and Operations

Played a key role in implementing and maintaining Onsite Service Agreement

with Compaq Computer Corporation to repair and support all in-house desktop

workstations and laptop computers

CD&L (Consolidated Delivery & Logistics), Albany, NY

March 1995 - January 1998

Assistant Branch Manager

Managed 100+ people

Responsible for training, scheduling, delivery route structure, and

tracking of deliveries, plus payroll and billing

Worked closely with vendors and customers to coordinate and ensure time-

sensitive deliveries of pharmaceuticals and class 3 narcotics for McKesson,

Cardinal, and FoxMeyer, etc.

1 FMG Enterprises/Airborne Express, Latham, NY

2 October 1988 - March 1995

1 Assistant Manager

Managed 33 full-time and 10 part-time employees

Ensured timely delivery and pick up of approximately 10,000 packages daily

Oversaw major accounts,such as General Electric, KAPL, Travelers

Insurance, and others

Ensured customer satisfaction with an on-time delivery rate of 98%

Created delivery routes and scheduled driver shifts and routes

Technical Skills and Knowledge

Microsoft Windows 3.x, 95,98, NT 4.0, 2000, XP Professional and Vista

Microsoft Office 95, 97, 2000, and 2003

Lotus Notes, Microsoft Outlook, Mail, Schedule +, GroupWise

Computer assembly, repair, and upgrade of peripherals (CPU, hard drives,

memory, expansion cards, etc.)

Hardware and software troubleshooting skills

Network cabling, hubs, and cards

MACESS, Reflections, Facets

Networking (TCP\IP, IPX\SPX, Netbeui, Novell Netware client support)

Communication and Documentation skills

Altiris Desktop Management Software

Remedy

Active Directory

Project management

Staff scheduling

Prism Deploy

Ghost Imaging Suite

Cobit

Hipaa Regulations

Technical Education

Compaq Training Center, Rochester, NY

Compaq Certified Novell Netware 5.0 Course

1

Ikon Office Solutions, Latham, NY

Supporting Microsoft Windows 95, 98, & 2000

2

3

4

5

6 New Horizons, Latham, NY

Implementing and maintaining Windows 2000 Professional and Server

Implementing and maintaining Windows 2003 Server

Network Plus

Helpdesk management

Ethical Hacker

A +

Docuware, Newburgh NY

Docuware Document Management certified Oct. 2009 being 1 of only 1000

people certified in the world

ITIL Level 3 Foundation Certification

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