IT Services Manager

Thomas E Page

**** ******* **,

South Park, PA 15129

Home: 412-***-****

Cell: 412-***-****

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

Summary

Experienced, forward-thinking, analytical IT Services Manager with a demonstrated ability to build and lead a technical team. Focused on Customer Service, increasing productivity, training and development of Team members, along with a dedication to overall achievement of operational goals. Recognized as effective, confident, and energetic, with a talent for seeing and integrating my Team with the overall enterprise. Strong organizational skills and attention to detail, with the ability to re-prioritize tasks in a fast-changing environment. Key contributor on planning, decision making, and implementation. Currently working towards a PMI certification.

Certifications

ITIL v3 Certified in:

Foundations

Service Transition

Service Operation

CompTIA Certified in:

A+

Server+

Microsoft Certified in:

MCSE

MCP

MCP+Internet

HP Certified in:

Desktops

Laptops

Servers

Key Competencies

Service Operations Collaboration

Communication Strategic Thinking

Planning and Organization Results Oriented

Management Excellence Creative Problem Solving

Asset Management Resource Management

Customer Service Prioritization

Technical Expertise

Software Deployment / Remote Assistance utilizing SCCM, RA, RDC, Tivoli, Altiris

PC Imaging utilizing SCCM, Altiris, Ghost

Incident Management utilizing HP Service Manager, ServiceNow, limited use of others.

Operating Systems – Windows10; 8; 7; XP; 2000; NT4; Server 2003; Server 2008; MS Server Tools including Active Directory; limited exposure to OSx; Windows 8; Red Hat Linux; iOS; Android; Chrome; Citrix; Windows 7 Thin Client; Good Smartphone integration software; VMWare

Software – MS Office Suite; MS Project; MS Visio; MS Outlook; Lotus Notes; MS Skype for Business; MS Sharepoint; Lotus Sametime; numerous proprietary programs

Hardware – HP Desktop, Laptops, Servers, Tablets [limited]; Lenovo Desktops and Laptops; Dell Desktops, Laptops, Servers; and Apple/Android Smartphones [limited] and Tablets [limited].

Work Experience

On-Site Level II Support Engineer – HCL America at Metso-Canonsburg

Sep 2015 to Apr 2017

Pittsburgh, PA

Only Level II Support for approx 100 users

Responsible for Inventory control and ordering of necessary parts and accessories

Advised management on hardware/software purchasing decisions

Contract Technician – Multiple Agencies

Jun 2013 to Sep 2015

Pittsburgh, PA

Worked a variety of short-term contracts, including at Cigna, Halliburton, Baker-Hughes, and Westinghouse

Provide Tier 2 Desktop Support to remote Desktop users

Provided post-deployment end-user support for Windows 7 migration

Troubleshooting of issues related to migration

Provided technical support for large-scale workstation move.

IT Operations Manager – Pomeroy at Highmark-Pittsburgh

September 2004 to May 2012

Pittsburgh, PA

Managed 12 to 15 member Life-cycle Management and Break/fix technical team in support of approx 5000 users, including technicians at a satellite campus.

Established strong customer-oriented attitude in the Technicians, including strict requirements for end-user support after installations.

Collaborated closely with stakeholders in gathering requirements, establishing, assessing, and revising policies, procedures, and objectives.

Heavily involved in writing proposal in reply to RFP for contract renewal.

Planned and managed a number of projects outside the scope of the underlying SOW, often using MS Project..

Regularly communicated requirements regarding policies, procedures, goals, and ideas between customer management staff and the technical Team.

Coordinated completion of request tickets for additional tasks including equipment removal, software installation, peripheral installation, equipment moves, and printer maintenance.

Oversaw Level II break/fix technicians, including dedicated printer technician

Developed procedures for validation of HIPAA-compliant data wiping on used equipment.

Brokered and disposed of used equipment

Developed process for installation of telecommuter setups in customer homes, including procedures for testing and support.

Created interactive Excel spreadsheet to monitor inventory, schedule installs, assign specific assets to scheduled installs, and track replaced assets.

Supervised user migration of 3 companies into the Highmark infrastructure, including scheduling, moving and re-imaging of equipment, and addressing issues during move.

Opening of outside, standalone retail centers

Planned and executed HP projects targeting replacement of possibly defective parts on specific model desktops with minimal disruption to users

Setup of off-site location for business continuity

Began migration to MS Sharepoint for documentation of procedures.

Lead Technician – Pomeroy at Highmark-Pittsburgh

March 2001 to September 2004

Pittsburgh, PA

Responsible for troubleshooting computer installations for entire Team, documentation of procedures, and assuming duties of the Site Manager when necessary.

Led Tech Team for migration to Windows XP

Served as break/fix Technician for servers

PC Technician – CompuCom at Highmark-Pittsburgh

September 2000 to March 2001

Pittsburgh, PA

Stock Broker – Blinder-Robinson and Company

1995 to 1997

Monroeville, PA

Sales and Management - Auto Industry

1978 to 1999

Various Dealerships

Held a number of positions in the Auto Industry, including

Business (F&I) Manager

Sales Manager

Sales Professional

Finance Company Representative

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