Project Manager Help Desk
Resume:
Thomas E. Cohn
.
**** *. *** ***** ***** Avenue
*******@****.***
Mesa, AZ 85212
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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