Manager Help Desk
Resume:
CONTACT PROFILE
Proactive candidate offering solid Information Technology experience layered with the ability to produce financial and operational reports and analyze business performance metrics to reveal trends, correlations, dependencies and gain other valuable insight to advance the organization. Currently seeking the opportunity to leverage education, experience and skill set within a progressive organization as a Business Analyst.
Comprehensive experience in senior-level management of advanced information system and technology functions, with P&L responsibility for corporate policies, standards and strategies, in rapidly changing, highly competitive growth environments.
Bronx, NY 10462
******@*****.***
https://www.linkedin.com/in/josh-charles-183ba9195 SKILLS EXPERIENCE
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Aggressively hired to oversee all Service Desk staff and ensure that 100+ end users are receiving the appropriate assistance. Responsible for developing the framework to analyze sales, financial and industry data. Accurately identify business risks and execute recommendations for countermeasures based on analysis.
• Effectively plan, design and analyze the organization’s service desk according to best practices while ensuring high levels of customer service quality and availability.
Responsible for staffing capacity planning, service process design, performance analysis, and developing proactive resolution plans.
Readily develop, implement and oversee policies and procedures to ensure consistent service levels and rapid resolutions.
Develop Service Level Agreements (SLAs) to establish problem resolution expectations and timeframes.
• Support the budgeting and planning processes while developing structures for tracking planned and actual spend.
• Successfully built analytical models to facilitate decisions and the development of business cases.
• Solely responsible for NT Server and mainframe-based user security; add new users and provide access to databases and system functions. Setup and supported connected peripherals.
• Track and analyze trends in Help Desk requests and generate statistical reports.
Create guides and document root cause analysis for Windows 10 related issues.
Train technicians on build documentation and build out MS Surfaces and Laptops with custom Carlyle Windows 10 image.
Create scripts to be packages and deployed via SCCM. IT Manager, Flashtalking
New York, NY 2015-2016
Advised senior management on business implications of technologies to achieve financial objectives, effectively monitored emerging technologies and alternative IS organizational structures while directing high-performance teams through critical restructuring process. Served as a multi-site project / program manager while directing 50+ employees domestically and abroad. Extensive contract negotiation skills paired with vendor / supplier management experience.
• Executed extensive knowledge of object-oriented design methodologies, multiple-tier client / server, WAN / LAN and virtual system technologies; designed and implemented efficient consumer response, category product management and commerce-based interactive systems. Relationship & Asset Management
EDUCATION &
CERTIFICATIONS
Bachelor of Arts: Computer Science /
Psychology
State University of New York at Albany
Albany, NY
A+ Certified
Net+ Certified
Currently Pursuing certification in: MCSE
IT Manager/ IT Project Coordinator, The Carlyle Group New York, NY 2016- Present
Network & System Implementation
Systems Deployment & Integration
Risk Mitigation & Regulatory Compliance
Vendor & Contract Management
LAN & WAN Implementation
P&L Management
Project / Program Management
Root Cause Analysis
Scheduled & Ad Hoc Maintenance
JOSHUA CHARLES
IT Manager
CONTACT
Bronx NY 10462
******@*****.***
https://www.linkedin.com/in/josh-charles-183ba9195 TECHNICAL SKILLS
Operating Systems:
• Windows 2008 / 2012 Workstation &
Server(Professional Server & Advanced)
• Windows XP, 7 and 8
• Linux / Unix
Networks/ Protocols:
• Local Area Network Design and
Implementation / Wide Area Network
• TCIP / IP, NetBeui, IPX/ SPX, Ethernet
10/ 100 Base-T
• DHCP, DNS, FTP, HTTP, IMAP, LDAP,
POP, SIP, SMTP, SNMP, SSH, Telnet,
TLS / SSL
•
Software:
• Exchange 5.5 & 2000, Citrix Client &
Server, Microsoft office Suite (Excel,
PowerPoint, Publisher, Outlook, Word),
Lotus Notes
• McAfee, Norton Antivirus/Endpoint
• LogMeIn, Bomgar, TeamViewer, Oracle
SQL 7.0 & 2000, Seagate Backup Exec
• SCCM
• Bloomberg
• Sharepoint
• Powershell
Hardware:
• PC and Mac based Servers &
Workstations
• Hubs, Switches, ( Cisco, Netgear &
Linksys), Cat5 cables, NIC cards
• Adtran CSU / DSU’s
EXPERIENCE CONTINUED
• Evaluated business and technical requests and decomposing requirements into functional requirement documents / user stories.
• Developed the framework to analyze sales, financial and industry data.
• Ensured optimal efficiency by monitoring performance levels in addition to analyzing trends and provided recommendations for improvement. Senior Support Specialist / Computer Support Technician, Weil Cornell Medical College
New York, NY 2012-2015
Managed 200,000+ requests annually while focused on driving and improving services on behalf of the business. Provided advice, guidance, hands-on experience and the rapid restoration of normal services to customers and users via telephone, e- mail, chat and escalation / coordination with Operations and Engineering groups.
• Promoted to support worldwide system and network infrastructure consisting of 20+ Windows NT servers and 6 UNIX servers interconnected with mainframe through CISCO routers. Investigated and resolved performance issues demonstrating strong diagnostic skills across multiplatform.
• Documented troubleshooting efforts, issues identified, information gathered, and fixes employed. Generated reports from the ticketing system; analyzed and diagnosed system hardware, software, and operator problems; calibrated test equipment for proper operation; recommended remedial actions based on knowledge of system operations.
• Proactively identified potential areas for wide system outage and initiated analysis and resolution.
• Optimized systems performance and spool utilization; responded to system hardware / software error messages, storage and hardware configuration problems.
Desktop Technician, PSC CUNY
New York, NY 2010-2012
Successfully deployed, configured and repaired all hardware and software for workstations, phones and internal / external peripheral equipment; provided first level support to Help Desk by accepting, completing and closing tasks; performed escalated and advanced workstation and software troubleshooting.
• Identified, diagnosed and resolved Level 1 problems for users of the mainframe, personal computer software and hardware, local network, the Internet and new computer technology in a fast-paced environment.
• Communicated ticker and troubleshooting status to users adhering to help desk SLA guidelines; responsible for tracking and deploying IT assets. IT Help Desk Technician, MTV
New York, NY 2008-2010
Provided network administration that included LAN troubleshooting and resolution; supported 400+ end-users with computers, network systems and peripheral devices.
• Managed the configuration and performance management of all PC systems and telecommunications; installs, configures and maintains back-end and front-end systems, as well as LAN and WAN connection at remote sites.
• Directed the investigation and resolution of hardware and software issues both remotely and onsite; actively collaborates with telecommunication team to troubleshoot T1 lines and company-wide phone problems. BUSINESS ANALYST
JOSHUA CHARLES
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