Manager Sales

Location:

7003

Posted:

October 19, 2010

Contact this candidate

Resume:

ROBERT GOWOREK ** Valentine Rd

Bloomfield, New Jersey 07003

973-***-****

********@*****.***

Solutions-oriented Helpdesk Manager with notable success directing a broad

range of Corporate IT initiatives while participating in both planning and

implementing helpdesk solutions in direct support of business objectives.

SOFTWARE KNOWLEDGE

Windows Server 2003, Windows 7, Vista, Windows XP, Windows 2000, Sales

Force.com, Citrix 9.0, Track-IT! 7.0, Dameware 5.0, PCAnywhere, MS Office

2007, MS Office 2003, MS Office 2000, Visio 8.0.

HARDWARE KNOWLEDGE

Dell, COMPAQ, HP, Gateway, Toshiba, SONY, IBM Compatible PCs; Laptops;

NICs; SCSI devices; SATA devices; DVD\CD-ROMs; wireless keyboard and mouse,

Modems; Wireless Routers, Air Cards, Hubs; Scanners; Printers, Memory,

Docking stations, Blackberry/Treo/Mobile Devices

EXPERIENCE

10/2009 - Present Office of Child Support Enforcement (OCSE)

Director of Systems Operations & Support

. Provide technical supervision and direction to staff of six

employees ensuring a customer friendly help desk with a solution

driven team. Responsible for supporting 1000 users and 12 sites

city wide including all, applications, hardware, and security

administration.

. Create deployment strategies for new equipment and applications to

be rolled out to all users.

. Oversee the management of OCSE's agency-wide inventory and floor

plans as well as all new installations and the relocation of

computer hardware as needed.

. Review new technology trends and give analysis on cost

effectiveness and benefit to the Agency.

. Created a call tracking system to input all user requests for

helpdesk issue monitoring.

. Review all email and call requests for the helpdesk and assign the

work orders to staff for completion.

. Management of staff including interviewing, hiring, performance

reviews and professional development plans for employees.

11/2008 - 10/2009 VIEWPOINTE LLC 6 Campus Drive Parsipanny, NJ

Helpdesk Lead (Consultant Channel Dynamix)

. Provided 30% phone and 70% desktop support for 150 clients

nationwide.

. Configured Windows XP Professional and Vista Images using Acronis.

. Provided technical support to users in Microsoft Office 2007 and

Cisco VPN.

. Administered Verizon Voice over IP on telephone system.

. Maintained complete documentation, including architectural

diagrams, key procedures, inventory, and support numbers.

. Supported and Administered RSA tokens to the client population for

secure access to network systems.

5/2003 - 11/2008 MEDICAL RESOURCES INC. 1455 Broad Street Bloomfield, NJ

1/2006- 11/2008 Helpdesk Manager

. Set technical direction for staff of five employees (three

remotely) supporting 1200 users and 70 centers nationwide in

support of all applications, hardware, and servers.

. Recommended utilization improvements of staff, equipment, supplies,

and systems to improve quality, reduce costs, and justify continued

existence of team.

. Purchased all hardware and software, licenses, and handled vendor

relationships.

. Helped create and adhere to company IT budget.

. Created deployment strategies that provide IT products, services

and activities to support business processes.

. Reviewed all work orders entered in Track-IT! 7.0, by helpdesk

staff for completeness, accuracy, quality, and making sure work

orders are also being updated by third level support staff.

. Applied data collection, statistical analysis, and flow diagramming

techniques to create executive reports for call center activity as

well as identify issue trends.

. Performed Sales Force.com administration for Sales Department.

5/2003- 1/2006 Medical Resources Inc Lead Technical Support Specialist

. Lead, and mentored Helpdesk Personnel in call resolutions.

. Provided 30% phone and 70% desktop support for 1200 nodes

nationwide troubleshooting 40 to 60 calls per day.

. Created Group Policies, New Users, network groups, & email accounts

in Exchange 2003 using active directory.

. Added and removed accounts on Check Point firewall using Smart

Dashboard.

. Responsible for configuring, installing, and supporting Blackberry

devices for voice, email & internet use.

. Set up wireless networking for laptops using Verizon Wireless air

cards.

. Installed Wireless routers, setup security, and supported network

connectivity at referring doctor locations.

. Responsible for configuring Windows XP Professional and Windows

2000 Ghost Images.

. Utilized Citrix Metaframe Management Console, DameWare 5.0, and

PcAnywhere 10.0, Check Point VPN Secure Client software to sight

users over the WAN, and resolve issues ranging from document

manipulation, and workstation upgrades to advanced features in

Office Applications and printer connectivity.

. PACS Administration through GE Dynamic Imaging interface.

. Performed troubleshooting on Modality & Worklist issues that

affected GE Dynamic Imaging PACS.

11/02-4/03 ROSEART INDUSTRIES Livingston, New Jersey

Desktop Support Specialist

. Provided assistance in the rollout of Windows 2000 and Windows XP

workstations in a Windows 2003 Network Environment.

. Provided software and hardware technical support for120 users in

Microsoft Office 2000, Adobe photo shop, & Novell GroupWise 5.1.

. Administered users in Active Directory

1/00 - 10/02 WHITE & CASE LLP. New York, New York

Technical Support Specialist

. Provided 60% phone support and 40% desktop support for 3,000 nodes

worldwide.

. Supported users in Windows 2000, Palm OS PDAs format Windows 95/98,

Novell Netware 4.11 and 5.1, MS Office 2000, MS Office 97, Docs

Open 3.9.2, GroupWise 5.5/6, Compare Rite 7.0, DTE, Citrix 6.01,

pcANYWHERE, DeltaView 2.7, Stylizer 1.2 Softwise 2.8.1, and

WordPerfect 7.0.

. Utilized Intel Landesk software to sight users over the WAN, and

resolved issues ranging from document manipulation to advanced

features in GroupWise and printer connectivity.

. Generated call records through Support Magic, troubleshoot 60 to 70

calls per day.

. Administered users in Server 2000 Active Directory.

4/1999 - 12/1999 Desktop &Help Desk Specialist (Consultant)

Clients: Beth Israel Medical Center, Sidley & Austin, and Brown

& Wood

. Supervisor of the night-shift helpdesk in a Windows NT environment.

. Provided 50% phone support and 50% desktop support for nodes in MS

Office 97, Windows 95, PC Docs, Docs Open, Microsoft Outlook, Lotus

Notes, and WordPerfect 6.1. Troubleshooting 30 to 60 calls per day.

. Created documentation for employee training.

. Installed and configured NT workstations including network

protocols in a Novell Client Server environment.

7/1994 - 8/1998 CITICORP Parsippany, NJ

Telecommunications Analyst & Desktop Support Technician

. Installed, Supported, and trained users in Microsoft Word 6.0,

Excel 5.0, Access 2.0, PowerPoint 3.0, Windows NT 4.0, Windows 3.x,

and cc mail.

. Provided technical phone support for managers and their teams.

. Administered the Network Management System for a private

multiplexed Circuit/Carrier Local Loop communications network.

EDUCATION

9/2007-10/2007 New Horizons

. Completed course for Microsoft 2279 Windows Server 2003 Active