Manager Help Desk

Mark Daniel Wozny

**** ******* ***. ? Northbrook, IL 60062

Home: 847-***-**** ? Cell: 773-***-**** ? **********@*******.***

An accomplished IT professional with over 12 years of management experience

and a deep knowledge of ITIL. Outstanding skills in project management,

network infrastructure, help desk support, customer service, written &

verbal communication, and remote connectivity. Broad industry experience

including financial, insurance, higher education and healthcare sectors.

EXPERIENCE

University of Wisconsin (Whitewater) June 2010 - Present

Manager of Technology Support

. Manage a staff of 28 Help Desk and desktop support technicians,

supporting entire campus (Students, faculty, and staff)

. Develop help desk service metrics to support newly created

organizational SLA's.

. Develop and maintained policies and procedures documentation and

provided guidance to employees to ensure compliance with defined

policies and procedures.

. Rebuilding Support structure model to ITIL compliance.

. Maintained and forecasted budget for desktop and call center support.

Accretive Health, Inc. September 2005 - March 2009

Network Operations Infrastructure Manager

Manager of Technical Support

. Managed a staff of 8 Network Administrators/Engineers and assisted with

5 Help Desk support specialists, supporting 40 Hospitals with 5000 web

based end users throughout the Eastern and Midwest States.

. Developed and managed ticket reporting and help desk service metrics to

support defined SLA's for the organization.

. Built out an 8-office (including 2 off-shore) infrastructure WAN

capable of supporting over 1,000 users

. Developed and maintained policies and procedures documentation and

provided guidance to employees to ensure compliance with defined

policies and procedures.

. Built up 50+ server infrastructure to support SQL based proprietary web

application utilized by hospitals and AH staff

Accomplishments:

> Implemented standardized hardware and software vendors netting $500K in

savings to the companies bottom-line

> Reduced the need for extra help desk staff by instituting Everdream - a

web based Antivirus, encryption, online backup, inventory, asset

management solution.

> Reduced phone charges by implementing VoIP in all offices on Cisco

Equipment

> Project management: built out shared services office with staged user

capacity levels, closed and consolidated another office.

Bankers Life and Casualty Company September 2004 - May 2005

Help Desk Manager

. Managed a staff of 6 Help Desk Technicians, supporting 150 offices

nationwide with 8000 users

. Created RFP for enterprise ticketing solution and evaluated vendors

based on acquired information

. Promoted and implemented 24/7 support for users by utilizing existing

staffing resources

. Had a network outage page created to deflect unnecessary calls to the

call center and instituted Self Help web pages utilizing the

enterprise ticketing system and it's knowledge base

Accomplishments:

> Redirected efforts to implement an ITIL Tier 1 Call Center model among

3 help desks.

> Reduced abandoned call rates from 16% to less than 6% by invoking

scripting questions for callers issues.

> Replaced consultants with new hire employees saving the company $115K

annually

> Helped executive management create ROI in requesting budget money for

Enterprise Call Center

> Created metrics showing trends and problem areas that needed immediate

attention

Professional Service Industries, Inc. February 2001 - September 2004

Help Desk Manager

. Managed a staff of 4 Help Desk Technicians and 1 Corporate Desktop

Support Technician, supporting 100 offices with 1,600 users on a

national level.

. Oversaw the development, implementation, and administration of help

desk staff training procedures and policies.

. Responsible for the daily operations of Help Desk, including staffing,

scheduling, metrics, and employee reviews

. Project management: removal of all obsolete PC's, upgrade all 95 PC's

with newer hardware and Win98 OS, Rollout of WinXP on all new PC's;

assisted Purchasing department with asset tracking of old and new PC's

. Maintained continual communication with the CIO on Help Desk direction

and issues that the field users were experiencing

Accomplishments:

> Introduced ITIL fundamentals and rebuilt the support structure from

the ground up.

> Created user documentation for all IS's deployments including new e-

mail system, Road Warrior and Help Desk troubleshooting documents

> Initiated Training Programs for Help Desk and Network Administrators

> Set hardware and software standards for the corporation

Zurich American Insurance, Consultant August 2000 - December 2001

Laptop Support Team Lead

. Helped organize several projects, including Baltimore ZC Help Desk

Consolidation and provided 2nd / 3rd level technical support for the

Zurich Enterprise Help Desk.

. Responsible for NT Server Monitoring and Maintenance via SMS and PC

Anywhere and remotely accessed internal and remote users through SMS,

PC Anywhere, Citrix

. Provided support for all hardware and software issues including HP,

Canon, and Lexmark printers, and Compaq, Dell, and HP Desktops and

Laptops

. Added and Removed workstations to and from multiple domains through

Server Manager and maintained user accounts and groups in multiple

domains through User Manager and Syson

. Troubleshot LAN/WAN connectivity for both local and field offices

nationwide as well as Internet Explorer problems, including Intranet

and Internet issues

Accomplishments:

> Created and distributed documentation for new procedures and fixes

> Provided training for new users and technical support staff on

equipment and procedures

Fleet Business Credit Corporation (FKA Sanwa Business Credit) October

1998 - April 2000

Technical Support Consultant / Help Desk Manager

. Managed a staff of 8 Help Desk Personnel and troubleshot 3rd level

issues with hardware and/or connectivity

. Installed, configured, and maintained personal computers, Novell

networks, UNIX workstations, file servers, ethernet networks, network

cabling, and other related equipment, devices, and systems.

. Ensured timely user notification of maintenance requirements and

effects on system availability.

. Setup Infrastructure for Y2K Ethernet testing facility.

Accomplishments:

> Setup Standard Images for all workstations and laptops.

> Migrated Sanwa systems into Fleet systems and prepared Help Desk for

their existing staff.

ABN-AMRO (Chicago) Chicago, IL July 1998 - October 1998

Consultant

Morningstar, Inc., Chicago, IL July 1997 - July 1998

Consultant

EDUCATION & TRAINING

Northwestern University (Evanston, IL)

Master of Science in Information Systems

- Specialization in Information Systems Security

anticipated June 2013

DeVry University (Addison, IL)

Bachelor of Science in Network & Communication Management

anticipated June 2011

Associate of Applied Science in Network Systems Administration

June 2010

- Cumulative GPA 3.58 and on the Dean's list consecutively

- Epsilon Delta Pi, a National Honors Society

HIPPA Awareness and Security Training July 2007

Internetworking with TCP/IP at Global Knowledge June 2002

Certified Novell Administrator Training at Microhard June 1997

Contact this candidate