Manager Customer Service

JOSEPH K. BURACH

JOSEPH BURACH

** ***** ****** **** ******, NJ. 07052 (Home) 973-***-**** (Cell) 917-439-

**** (Email) *******@*****.***

Information Technology Service & Support Manager

IT-PROFESSIONAL WITH TRACK RECORD OF DESIGNING, IMPLEMENTING AND MANAGING

COST-EFFECTIVE HELP DESK SUPPORT PROGRAMS

KNOWLEDGEABLE TECHNICIAN WITH YEARS OF LAN/WAN ADMINISTRATION IN A WINDOWS

ENVIRONMENT

Hands on experience installing, configuring, and troubleshooting hardware,

software and networking issues

Qualified leader ensuring 24/7 desktop support

Detail oriented manager focused on reporting metrics and tracking workload

using Tivoli

Experienced corporate technology professional with over 10 years experience

including major financial institutions

Skilled in the deployment of packages containing new apps. and file updates

to workstations using SMS installer

Exceptional communications skills and ability to build relationships with

management, vendors, end users and peers

Strong technical background and commitment to providing quality customer

service

Technical Summary

Hardware: Desktops, Servers, Laptops, Modems, Network Cards, Mother

Boards, Printers, Routers, Hubs, Switches

Systems: Windows 95/98/NT/2000/XP/Vista MS DOS

Protocols: TCP/IP, NetBEUI, WINS, DNS, DHCP, Ethernet, Fast Ethernet

Software: MS Office Suite 9X/2000/3/7, Siebel, SMS, Tivoli, VERITAS

Backup Exec, Symantec Ghost,

Charles River Portfolio Management, Bloomberg Systems, Reuters

Professional Experience

NPOWER- Providing Technology Services for Not for Profits

IT Helpdesk/Field Support Manager

March 2009 - March 2010

Responsible for Building Help Desk & creating all policies, procedures,

SLAs & vendor relationships

Direct day-to-day operations of Help Desk

Hired, managed and trained team of 12 Help Desk Managers & Field Engineers

Manage and schedule servicing of 60 different not-for-profit

companies/clients

Supported All Desktops, Servers, Laptops, Printers, Flat Panels,

Blackberry's

Windows XP Vista Office 2003 & 2007

Supported Conference calls / presentations / All A/V needs

Created IT Helpdesk SOP's

Introduced weekly ticket reports

Introduced weekly Helpdesk and field engineer status reports and meetings

Put in place new deployment/on-boarding sessions

Administration and maintenance of all software licenses

Created software training sessions.

Create several application handbooks and training references for end users.

Monitoring and maintaining active directory network

Worked with sales force to create servicing timelines to manage client

expectations

PALI CAPITAL

September 2008 - March 2009

IT Helpdesk/Trade Floor Support Manager

Responsible for day-to-day operations of Help Desk/Trade Floor Support

Supported All Desktops, Laptops, Printers, Dual and quad Flat Panels,

Blackberry's

Installed and supported Windows XP Vista Office 2003 & 7

Installed and supported all Market Data apps...Bloomberg, Thomson, Reuters,

Fidessa

Supported Conference calls / presentations / All A/V needs

Supporting 500+ users and additional users in remote locations

Created IT Helpdesk SOP's

Installed Ticketing system and added SLA's

Brought in Asset Management with tag and scan bar code labels

JOSEPH BURACH

Introduced weekly inventory/status/ticket Reports

Put in place a disaster recovery plan with HR and Engineering

Put in place new user on-boarding sessions

Administration and maintenance of all software licenses

Training sessions for all existing and new users on specific "in-house"

applications.

Create several application handbooks and training references for end users.

Monitoring and maintaining active directory network

Administrator consoles: AD,BES,GOVLAN,PRISIM,CITRIX,

Added RPC over HTTP for remote connection to exchange server

CERBERUS CAPITAL MANAGEMENT, NY, NY August

2006 - August 2008

IT Manager, Help Desk/Desktop Support

Responsible for Building Help Desk & creating all policies, procedures,

SLAs & vendor relationships

Identified and rolled out new ticketing & phone systems

Responsible for day-to-day operations of Help Desk/Desktop

Support/Security/Network Admin/Remote Technology

Manage IT Dept. supporting 700+ Users

Managed Daily Trade Floor Support

Managed Daily Support of e-commerce and legal departments

Prioritize and delegate daily tasks to all technicians.

Create Policies and Procedures to increase IT Personnel efficiency.

Supported of International and US satellite offices

Created Corporate Disaster Recovery Plan

Reduced the number of Help Desk calls by providing technology upgrades and

user training.

Purchased and evaluate tdechnology for IT department

Developed purchasing standards and vendor relations for company-wide IT

purchases.

Conducted "On Boarding" training sessions for all new employees.

Managed technology and AV needs of COAC conferences.

Administration and maintenance of Asset Management and all software

licenses

Created several application handbooks and training references for end

users.

Held training sessions for all existing and new users on specific "in-

house" applications.

Increased data security to protect privacy and company interests through

the use of encryption and access control.

Pinnacle Consulting group

February 2006 -

August 2006

Help Desk Manager - The Guild for the Blind

Responsible for day-to-day operations of Help Desk/Desktop Support

Supported 500+ users and additional users in remote locations

Built, installed and rolled out desktop/laptops and printers

Troubleshooting hardware, software and network issues

Identified and managed appropriate SMS deployments

Monitored and maintaining active directory network

Reduced the number of Help Desk calls by providing technology upgrades and

user training

Supported Conference calls / presentations / All A/V needs

Prioritized and delegate daily tasks to all technicians.

Maintained total HIPAA Compliance

NY COMPUTER HELP NY, ny

June 2005

- January 2006

Manager of NJ Help Desk/Accounts

Managed NJ help desk ensuring 24/7 client service

Assesses clients' needs and schedule and deploy desktop support

Identified and maintained vendor relationships that provide the most cost-

effective solutions possible

Tracked workflow and document performance of NJ staff

JOSEPH BURACH

Planed and implemented technology needs for corporate events/sales

conferences

Conducted monthly training sessions

Provided technical on call assistance when needed

Oppenheimer Funds, Inc. NY, NY

May 2000 - May 2005

Manager of Help Desk/Desktop Support and Remote Technology Departments

Conducted 24/7 high level of customer service support

Daily management of 3 helpdesk professionals, 6 desktop support engineers,

and 2 remote technology engineers

Built, installed and rolled out desktop/laptops and printers

Troubleshooting hardware, software and network issues

Identified and managed appropriate SMS deployments

Monitored and maintained active directory network

Managed technology needs for all sales conferences and corporate events

Daily IT support for over 600 users spanning 5 floors in World Financial

Center

Managed Daily Trade Floor Support

Managed Daily Support of e-commerce and legal departments

Created and managed all remote technology support after World Trade Center

collapse

Hired and trained staff on customer service and problem-solving techniques

Coordinated weekly status reports and conducted quarterly asset management

reviews

Coordinated ticket entries in Tivoli and generated productivity report for

management

Conducted training sessions for new hardware and software launches

Identified and maintained vendor relationships that provide the most cost-

effective solutions possible

Two-time award recipient of the Oppenheimer Funds Spiro Award -

awarded to 4 people a year who showed team spirit, dedication to caring,

commitment to integrity and passion for excellence.

Computer Aid Inc. Allentown, Pennsylvania

March 1998 - June 2000

Network/Support Analyst

Sent to Oppenheimer Funds as a Network /Support Analyst

Provided 24/7 support as part of help desk team

Worked on Microsoft Windows 95, Microsoft NT 4.O, Novell 3.x and 4.x

Networks

Hired in-house by Oppenheimer Funds as promoted to Help Desk/Desktop

Support Manager

Pro Vision Technologies, NY, NY

October 1997 - March 1998

Project Manager

AMERICAN PLANNED COMMUNITIES, Freehold, NJ.

August 1994-October 1997

IT Manager

Education

PC Age Computer School, NJ

1997

Certified Novell Administrator (CNA)

Berkeley College of Music

1984

Music Production and Engineering

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