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Project Manager Help Desk

Location:
Mesa, AZ, 85209
Posted:
August 24, 2011

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Resume:

Thomas E. Cohn

.

**** *. *** ***** ***** Avenue

abguwg@r.postjobfree.com

Mesa, AZ 85212

480-***-****

SUMMARY

More than 22 years of experience providing comprehensive systems management

and end user support for a variety of mid to large size companies. A hands-

on, fast learner who is attentive to detail and committed to running a

quality minded department with a reputation for completing projects timely

and following through on pending tasks.

PROFESSIONAL EXPERIENCE

TGen - The Translational Genomics Research Institute

Phoenix, AZ 2006 - Current

Manager, Help Desk Department

Manage an integral and growing Help Desk department that is very

successful.

* Manage a team of 6 analysts/employees. Complete interview, hire, and

review processes.

* Main tools: BMC Service Desk Express, SharePoint 2007, Track-It!,

Crystal, Mac and PC, Cisco video conference equipment, Project 2010,

Visio 2010, Hagrid Xtraction reporting system

* Work directly and closely with Director of IT and CIO - Trusted member

of team.

* Ray Thurston Efficiency Award winner for process and metrics

trailblazing at TGen

* Bonuses for project managing the Cisco Unified Communications

installation to 4 sites. Includes new phones, WebEx and WebEx Connect

desktop deployment.

* Department supports/maintains over 600 Windows systems and over 200

Apple Mac systems within a published SLA.

* Administrator for Magic Service Desk ticket system.

* Administrator for Hagrid Xtraction - Metrics reporting system

* Create deployment, inventory, and event management processes for

streamlining and efficiency within the Help Desk department.

* Lead on IT User's Group steering committee to improve relations

between scientists and admin.

* Create yearly budget for capital items including hardware, software,

and training - ~ $750,000.

* Meet with CIO and Director weekly to present reports on metrics,

trends, and new technology.

* Interface to highest level TGen faculty members Help Desk issues that

need attention.

* Purchasing manager for the IT department including hardware, software,

and peripherals. Dell and CDW. Includes:

o Creating hardware/software standards to simplify support

requirements for the team.

o Manage hardware and software budgets.

o Project manager for assigning testing requirements to staff.

o Interface to Oracle team to create punch-out's to make ordering

simple.

* Hardware knowledge includes: SCSI, RAID, WAN, LAN, wireless, VPN, and

Digital/VOIP phone systems.

* Software knowledge includes: Windows 7,XP, Vista, Office Suite Mac

2011 and PC 2010, Adobe Suite, Remedy Magic, Track-It!, OS X, amongst

others.

* Project lead for company-wide systems upgrades: Communication,

hardware, and new buildings.

* Project manager for new hires and terminations in the IT Department.

o Coordinate systems assigned and domain services

o Coordinate removal of hardware and reassignment

* Involved in Solving several escalated Level III help desk tickets per

day that include communicating and assisting the team via phone,

email, or direct remote access to the user's device.

* Supervise build-ups of new systems as well as create and document

policies as requirements change.

* Audio Visual project manager - Event scheduling and hardware manager ~

200K in equipment.

o Video conferencing systems - projectors, Polycom, and People

Plus Content.

o Tele conferencing systems

o Recording and publishing

* Very hard working and determined to reach expectations from the

department heads and staff.

AVC, Inc. Tempe, AZ 1999 - 2006

Systems Administrator/Help Desk Manager

Manage an integral and growing department which oversees network functions

and client support.

* Manage a team of 4 analysts/employees. Interview, hire, and review

process completed during the year as necessary. Completed a 99.9999

server uptime for FY2005.

* Department supports/maintains over 100 Windows XP desktops, laptops,

and 6 Windows 2003 servers.

* Create yearly budget for capital items and overhead expenditures. FY

2005 exceeded $300K.

* Meet with CFO and VP Operations weekly to present reports on trends

and new technology.

* Purchasing manager for the IT department for future/present projects.

* Hardware knowledge includes: SCSI, RAID, WAN, LAN, wireless, VPN, and

Digital phone systems.

* Involved in future planning of EV-DO interfacing with e-mail and

network.

* Project lead for company-wide systems upgrades: Communication,

hardware, and new buildings.

* Solve several escalated Level III help desk tickets per day that

include communicating and assisting the team via phone, email, or

direct remote access to the user's device.

* Supervise build-ups of new systems as well as create and document

policies as requirements change.

Royal Precision, Inc, Scottsdale, AZ

1998 - 1999

Asst. Systems Admin/Program Analyst

Provided end-user support on Microsoft server systems and Macola Accounting

Software support for multiple sites throughout nation.

* Systems builder and buyer for multiple sites on LAN/WAN.

* Data warehouse manager for three companies using MS-Access.

* Managed Macola Accounting Software system for two companies with 50+

clients.

* Analyzed accounting data for manufacturing and sales to create

processes and policies.

Alembic Computer Services, Tempe, AZ 1996-1998

Software Systems Support

Provide end user support on all aspects of the Macola Accounting System to

over 100 companies in Phoenix.

* Installed and maintained Macola (Great Plains competitor) as

well as hardware/software on site.

* Trained users one-on-one and in groups, on site and in-house depending

on client requirements.

* Participated in creating companies and closing out year-ends as well

as Payroll.

Special skills:

Knowledgeable in video signaling including: composite, component, RGB, HD.

Understand 480I/480P/720P/1080I/1080P video output as well as three-chip

DLP and LCD.

EDUCATION

PMP

Project Management Professional

In process - Will be certified in September

University of Phoenix, Phoenix, AZ

Bachelor of Science, Information Technology

3.9 GPA

Classroom instruction

Learning Tree University US-CA-Thousand Oaks

Novell 3.12 certification

Novell 3.12 CNE training classes

Tested out as Certified Novell Administrator

Moorpark College, Moorpark, CA

Associate Degree

General Education/Accounting

References provided upon request.



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