Manager Desktop Support
Resume:
Robert Ganaro
Customer Focused, ITIL Certified, IT Support Services & Project Manager
Phone:
Email:
ac0b3k@r.postjobfree.com
I am an accomplished and certified IT professional with over 15 years of experience in enterprise IT support and managing technology projects. I am currently looking for my next professional opportunity to spearhead a customer focused, high level IT Support team. My certifications include ITIL and HDI.
Skills & Expertise
Experience
ITIL Certified, HDI Support Center Manager Certification, Policy Creation, Project Management, Vendor Relationship Management, Incident Response Management, Issue Ticketing Systems (ITS) Including Aldon & TrackIt, Advanced Troubleshooting, Windows 7/8/10, VPN, Wireless Networking, Active Directory, Computer Hardware, Configuration Management (SCCM), Mobile Device Management (MDM), QA Testing, Conference IT Support
Aeropostale, Inc.
July 2012 - 2017 (5 years)
Manager Desktop Support Services
Experienced Desktop Support Manager accredited for the development and coaching of ten, co-sourced technicians across four locations to become a premiere, business minded, service delivery team.
Provided support to an environment of over 800 users and over 1100 computers.
Core member of the IT security team, and desktop project leader.
Managed vendor relationships, contract negotiations and IT Support budget.
Partnered with Human Resources to develop/maintain processes and procedures that allowed the on-boarding and termination of users to be more efficient and thorough.
Developed and documented processes and procedures for the Service Delivery team.
Core member of the Incident Response team who accepted and provided feedback for the incident response process.
Served as the administrator for the Issue Tracking System(ITS)/code promotion system, Aldon Community Manager, that was utilized by the entire IT department.
Supported mobile users with AirWatch as the MDM solution.
Developed internal branding with logo and marketing items to promote the helpdesk.
Organized and carried out IT support at conferences assisting over 200 users.
Conducted quarterly meetings with business department heads to identify their specific IT needs and direction.
Constructed lab environment to be used for testing new hardware and software.
Recent accomplishments and projects lead:
Orchestrated an office move/consolidation consisting of over 300 users and a small data center in under a month.
Developed a Single Point of Contact (SPOC) model to support multiple geographic locations. Reduced ticket count by 10% by creating user "self-help" documentation distributed via email and company intranet.
Implemented a 5-phase monthly patch deployment via Microsoft System Center Configuration Manager (SCCM).
Authored and executed a Data Loss Prevention (DLP) policy prohibiting external storage devices.
Migrated 300 mobile devices from Verizon to AT&T in multiple locations in less than 3 weeks.
Removed local administrative rights from all user workstations to prevent unapproved software and common malware from being installed.
Aeropostale, Inc.
2007 - 2012 (5 years)
Desktop Support Analyst
Team lead for desktop support and IT operational tasks including: data backup, systems monitoring, workstation image management, procedure documentation, and process improvement.
Aeropostale, Inc.
2003 - 2007 (4 years)
LAN Systems Analyst
Key member of new distribution center implantation team; systems administration including servers, workstations, RF devices and networking components.
2000 - 2003 (3 years)
Created IT policies and procedures for newly developed distribution center.
Aeropostale, Inc.
Point of Sale Coordinator
Configuration of new store software environments.
Performed installation, maintenance and inventory of over 500 store and office systems.
Implemented new hardware maintenance procedures and programs.
Education
Global Knowledge
2013 - 2013
ITIL Foundation Certification
HDI Training Facility
2013 - 2013
Support Center Manager Certification
Management Skills for New Managers course
2010 - 2010
American Management Association Certification of Completion
New Horizons
2009 - 2009
Certificate for CompTIA Network+ course
Fairleigh Dickinson University
2002 - 2002
MCSE course Windows 2000
Chubb Institute
1999 - 2000
Desktop Support Certificate
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