Service Manager

Joseph Ferranti

** ************* *********

973-***-**** Washington, NJ, 07882 ******.********@*******.***

Help Desk Professional

Senior IT Analyst and Team Leader with more than 10 years experience in Help Desk and Desk

Side Support. Responsible for all of the day-to-day activities associated with department functions

including new hire training, new hardware deployment, operating systems implementation, and

maintaining and upgrading content on web based diagnostics tools. Effective technician with

strong communications skills required to provide world-class service to internal and external

clients.

Demonstrated Expertise

RSA SecurID Tokens Remedy Peregrine’s ServiceCenter

Desktop Manager (BlackBerry) Active Directory (limited Knowledge Management

admin rights)

Broadband Connectivity Issues

Employment History

Pfizer, Inc., Morris Plains, NJ

Knowledge Management Analyst (Consulting Through CompuCom) 2006-2008

Maintain knowledge of and familiarity with Business units, functions, locations, and personnel.

Maintain knowledge of and familiarity with all Service Desk processes and procedures.

Incorporate Service Desk processes and procedures into all documentation to be added or updated in the

knowledge repositories.

Respond to and log all e-mails sent to the CIT Knowledge Management mailbox in the Problem

Management Tool (PMT) according to predefined processes.

Ensure the accuracy, clarity, conciseness, and consistency of information in knowledge repositories.

Communicate and follow up on requests for information to Business Unit representatives and/or support

personnel.

Inform KM Management of unresponsive Business Unit representatives and/or support personnel.

Communicate new additions and changes to the knowledge repositories to the Service Desk team leads.

Ensure prompt response, status and follow-up service for all Service Desk analyst requests that affect their

ability to escalate a client’s issue.

Make recommendations to Team Leaders for continuous process and knowledge repository improvement.

Participate in shadowing sessions as a means of self improvement and to maintain an awareness of the

methodology of analysts.

Participate in special projects and activities to enhance the functioning of the Service Desk and as a means of

self improvement.

Perform necessary functions to assist in training of new front line analysts.

Joseph Ferranti 973-***-**** /******.********@*******.*** Page Two

Employment History (continued)

Desktop Engineer Help Desk Analyst (Consulting Through Visalign) 1999-2006

Windows 2000 Migration Team.

Rolled out Windows 2000 with Office 2000 to about 3000 field users and 200 people in-house.

Re-imaged new and existing Dell laptops and desktops with Windows 2000 image. Also

customized each machine for specific end-users.

Traveled to different major cities to rollout the new laptops with Windows 2000 on it during a

five week period.

Traveled to different cities to assist the company on their New Hire Training and Internet

Explorer rollout to a select group of sales force.

Supported 3000 field users and 650 people in-house.

Help Desk Analyst and Desktop Analyst

• Supported company employees on software and hardware related issues, including but not limited

to proprietary and "standard" packages. Troubleshoot issues by phone, email, desk side or

remote desktop tools.

• Tracked all calls using Remedy Helpdesk Software and then switched over HP OpenView

ServiceCenter.

• Created documentation for the Helpdesk for knowledge base.

• Team Lead for Field Base users.

• Maintained and supported all Department Applications.

• Worked closely with all staff members from Support and Server/Network to implement all

project management tasks relating to new application upgrades and installs.

• Troubleshoot any applications interface issues. Conduct internal testing on all

interfaces/engines/network and server issues.

• Provided information on all Disaster Recovery issues, Service Level troubleshooting, customer

service issues and technical solutions on all application support needs.

• Escalation level for Helpdesk Support on all vendor specific applications.

(Logins/Troubleshooting).

• Windows XP Migration Team. Rolled out Windows XP with Office 2003 to about 170 field

users.

• Supported Microsoft Operating Systems and Office Suite through current version, BlackBerry,

McAfee Virus Scan, and various in-house applications written specifically for each department.

• Supported various IBM peripherals (including laptops and desktops).

• Tracked hardware through Remedy’s Asset Management tool. Then switched over to HP

OpenView ServiceCenter’s Asset Management.

• Supported clients in using WebEx.

o Assisted clients in setting up their WebEx meetings. Ranging from creating their ID’s to

sending out the invites and obtaining the meeting number.

o Groups consisted of 10 – 15 members if not more.

o Provided support to the clients using the WebEx remote control utility.

RSA / ACE Administrator:

• Responsible for supporting SecurID tokens for Field Base users and In-House users.

• Created user ID’s and assigned SecurID tokens to that ID using the ACE Remote Admin Tool.

• Removed user ID’s and unassigned SecurID tokens using the ACE Remote Admin Tool.

• Shipped SecurID tokens to Field Based users via FedEx.

HARDWARE EXPERIENCE

Installed and troubleshoot HP Printers and Lexmark Printers, Gateway PC’s, Compaq PC’s, HP PC’s, Dell and Lenovo

(IBM) laptops and desktops, Card Scanners, HP Scanners, Iomega Peerless Drives, Palm Pilot, Smart Label Printers, RSA

SecurID Tokens, BlackBerry, Cisco Wireless LAN Adapters, Linksys Routers, Western Digital Drives, Tablet PC’s,

LAN/WAN.

SOFTWARE EXPERIENCE

DOS, Windows 98, Windows ME, Windows 2000 Professional, Windows XP, Microsoft Office Suite (Up to current

version), Internet Explorer, Netscape Navigator, PCAnywhere, NetMeeting, McAfee Virus Scan, ACE Administrator

(RSA SecurID tokens), Adobe Acrobat, Adobe Photoshop, Palm Pilot software (Hot Sync, Palm Desktop), MS Office

Communicator, Desktop Manager (BlackBerry), Windows Media Player, WebEx, QuickTime, Exceed (installed and

configured), Microsoft Project, Front Page, WinZip, WinRar, Nero Burning Rom, AT&T Net Client, Active Directory

Users And Computers, VNC Viewer, Cisco Aironet Client Utility, Intel ProSet/Wireless, Pfizer Proprietary Applications.

EDUCATION

The Chubb Institute Parsippany, NJ

Network Technician (2004)

Data Center Support (1998)

Personal Computer Specialist (1994)

CALC/Canterbury Parsippany, NJ

Deploying Windows 2000 Professional (1999)

STI Knowledge Villanova, PA

Certified Help Desk Professional (2004)

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