Management Project

EARL HEADAD

Phone: 914-***-****

Email: *******@*****.***

IT Profile:

Results-driven and highly technical IT Professional with track record of 10+ years in delivering timely problem

resolution to desktop and infrastructure users both domestic and international. Strong interpersonal and

communication skills; most recognized for interfacing effectively with clients, supervisors, and colleagues alike

and managing difficult issues to satisfaction.

Areas of Expertise:

• Software Deployment / Asset Management

Project Management

•

• Process/Performance Improvements

Team Building/Leadership

Executive Support

Staff Management

Technical Skills:

Windows XP, Windows Server, Active Directory,, Novell Netware, ZENworks, InstallShield Admin

Studio 7.5, Wise Installation,, Avaya, Lotus Notes, Citrix application packaging, Blackberry Support,

VMware, Virtual PC, PC DOCS, Delta View,, CA Service Desk, Remedy, Support Magic, HEAT, Ghost,

Tivoli, MS Office, Lexis Nexis, SAP, Sagent, SharePoint, Citrix MetaFrame, Hummingbird,

Outlook/Exchange, Remote Access Support, Cabling. Patching, Firewalls, Terminal Services, Nortel VPN,

Wireless networking, Mcafee, Symantec Antivirus, Spyware Removal. Bloomberg, Reuters, VB Scripting,

AutoIT Scripting, Knowledge of basic protocols, including HTML, DHCP, LDAP, DNS, TCP/IP, HTTP,

SMTP.

Professional Experience:

TD Bank Mount Laurel, NJ 11/2008 – 11/2009

Command Center Administrator / Software Distribution / Project Coordinator - Consultant

As an IT professional with experience with software deployment and application packaging, I participated in the

successful completion of several projects involving the conversion of over approximately 1024 Commerce TD

BankNorth branch offices to a standard TD Bank managed environment. Within the scope of the Front Office

Project, the Command Center was the central contact for Communication, Coordination, Configuration and

Problem Management for the TD Bank Front Office Conversion Project. Responsibilities include: coordinating

technology and personnel during the nightly conversion via telephone bridges; Pre-deployment testing of remote

offices prior to conversion using VMware; Pre-deployment configuration of application server and network

printers; Electronic distribution of deployment documents to technical assets in the field; Timely email updates

to management.

• Call Center Deployment Project : Coordinated the managed desktop deployment of 450 workstation at

four (4) call center locations. Participated in the installation, configuration and troubleshooting of

applications such as, Avaya IP agent, Lotus Notes and Nortel VPN Client.

• Resolved application deployment, network, and desktop issues experienced during nightly conversions by

utilizing remote management technology and involving related technical assets.

• Coordinated the deployment in successful installation of over 2000 new servers and 10000 workstations

• Involved in the installing and configuring of over 1200 network printers

• Participated in both pre and post deployment meetings. Where open and closed issues were discussed and

where technical processes were streamlined and fine tuned.

Montclair State University Montclair, NJ 4/2008 – 11/2008

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Coordinator of Computer Lab Services - Consultant

Reporting to the Director of Technical Support Services, I was responsible for the day to day operations of the

Information Technology teaching and public computing facilities. In particular, manage all projects, resources,

and assigned staff to ensure the highest level of support is given to the campus community, create and maintain

all lab images and ensure all faculty requests are satisfied and provide first tier support for our teaching and

public computing labs. Coordinated the activities associated with deployment and upgrading of software,

hardware.

• Utilized MSI and Snapshot technology to package applications for university deployment and VMware for QA

testing.

• Creating new image to be deployed during the fall semester to faculty, staff and computer lab workstations.

• Manage and maintain staff schedules and ensuring all schedules are updated daily.

Louis Dreyfus Corporation., Wilton, CT 4/2007 – 4/2008

Lead Desktop Engineer Consultant

As a packaging specialist with experience with InstallShield, I was responsible for the packaging and

deployment of applications over the network. Some day-to-day tasks entail application support, revisiting

applications for upgrading and/or patching and aiding the help desk to resolve application deployment issues.

My final project was to build/create MSI packages to be distributed throughout the Citrix Presentation Server

farm environment.

• As a project member of a Novell NDS to Active Directory migration coupled with Windows XP rollout, I

directed the migrating and repackaging of over 100 applications used by commodities traders, finance, legal

and human resource departments from a Netware NDS to a Windows active directory environment while

keeping ZENworks as the software deployment and desktop management solution . Application like; PC

DOCS, Delta View, Lotus Notes, Lexis Nexis

• Responsible for application object support and creation, password resets and application deployment across the

network.

• As rollout project member I participated in weekly status and planning discussions where progress reports on

application packaging were given and the resolutions of pressing issues were discussed and strategize.

• Performing software installations and support on Citrix Presentation Server 4.0 hosted on Windows 2003;

Recording the installations using Citrix Presentation Server Installation Manager; Software will include

Commercial Off-the-shelf (COTS) software as well as in house custom built applications; The recorded

packages are deployed to CPS 4.0 Servers using Citrix Presentation Server Installation Manager .

PEEKSKILL SCHOOL DISTRICT Peekskill, NY 10/2006 - 11/2006

Network Specialist

Supported a 2000 user environment where my responsibilities included supporting the school district’s Novell

and Windows server and desktop environment. Some day-to-day activities included visiting schools and

administrative offices to resolve server and desktop issues, verifying server back up processes and performing

data restorations.

• Responsible for password resets, print queue creation and management and backup verification.

• Responsible for a network printer rollout.

• Participated in a PC rollout utilizing their application deployment platform.

VERIZON BUSINESS, INTERNATIONAL Rye Brook, New York 2/1998 - 7/2006

Desktop Management Supervisor 2002- 2006

Desktop Support Tech 1998 - 2002

Responsible for supervising and participating in the day-to-day desktop services operation of a team of 7

technicians for client community of 500 users Windows XP active directory environment, including 100

international clients in over 10 countries as well as 8 U.S. executives. Some day-to-day tasks entail phone

support as well as visiting client workstations; ensuring connectivity of all workstations to the internal services

as well as to vendors; server administration and installing and configuring network printers. The scope of my

responsibilities also included maintaining compliance of service level agreements (SLA) and the Sarbanes-

Oxley act; managing service tickets and weekly status and inventory reports.

• Recognized by management and colleagues alike as the “go to” person in resolving sensitive, “hot button”

application support issues and application packaging of Commercial Off-the-shelf (COTS) software as well

as in house custom built applications. Often advising, scheduling, and performing computer improvements,

upgrades, and repairs.

• Involved in the implementation of a test network. Participated in cabling, server deployments and Cisco router

installation. Using Tivoli as our backup solution.

• Participated in the planning and execution of 4 hardware rollouts. The planning consisted of meeting and

coordinating with different departments and Dell representatives. Resulting in a cost savings $80K and the

compilation of a detail inventory database of PCs and printers used for asset tracking.

• Provided 24/7 executive and upper management support which include troubleshooting blackberry, VPN and

hardware issues.

• As a project team member I was involved in the research, planning, and deployment of ZENworks, a Desktop /

Asset Management tools within a 600 user environment, which reduced service call turn around time by

50%.

• Utilized Wise Installation and Installshield to create and deploy over 100 MSI and Snapshot software packages

to a 500 user environment. These packages were used in rollout projects as wells satisfying day-to-day

software requests.

• Responsible for network application object creation, password resets and application deployment across the

network

• Initiated workstation backup program using Tivoli and scripts to create monthly backup process, reducing

downtime due to hardware failure by 80 % - downtime was reduced from a minimum time of 24 hours to 3

hours; and saved the division over $75K annually in data recovery expenses.

• Implemented desktop security measure to protect hardware and data integrity and reliability by using

encryption, and a strict user permissions policy.

• Implemented user rights policies to restrict unauthorized application and software installment.

PRUDENTIAL SECURITIES, INC., New York, NY 4/1996 – 2/1998

Systems Analyst /Trader Support

Supported a client community of over 1000 users throughout Manhattan. Some day-to-day tasks entail phone

support as well as visiting client workstations; ensuring connectivity of all workstations to the internal services

as well as to vendors and performed Help Desk duties on a rotational basis for trader and administrative clients.

• Supervised several (4) workstation deployment projects to users at various locations throughout Manhattan,

groups, resulting in an 80 % decrease downtime due to hardware failure.

• My ability to work comfortably with Reuters and Bloomberg market data systems and interacting with vendors

resulted in the timely resolution of communication and data feed issues.

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• Mentored freshmen and junior technicians who later were assigned to support other locations.

MCI INTERNATIONAL, INC., Rye Brook, NY 12/1994 – 4/1996

LAN Support Consultant

Served as point-of-contact for Level II Help Desk support. Responsible for managing service tickets, including

facilitating weekly Help Desk problem management meetings and status reports. Troubleshot Novell LAN

problems and administered user accounts and privileges.

• Responsible for account creations and password resets.

Education:

Bachelor of Science degree - Electrical Engineering; Concentration - Computer Engineering, August 1993

State University of New York, Buffalo, NY

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