Support Help Desk

***** ***** ***. ****** ****** 248-***-****

Leesburg, VA 20176 *.********@*****.***

Technical Support Director

A highly motivated, results focused Information Technology professional with over 15 years’ experience including management experience in the Education, Legal, and Municipal arenas. Experienced in facilitating change in a workforce to support reengineering initiatives and meet organizational operating, financial and quality objectives. Demonstrated talent for providing strong leadership, team building, directing and supervising staff.

Strengths include:

Technical Support, Problem Solving and Analysis, Leadership

Development

Staff Supervision, Process Improvement, Target Achievement

Relationship and Team Building, Training and Development, Strategic

Planning

Customer Relations, Project Coordination, Policy Development

Coaching, Effective Communication Skills, Detail Orient Proven project, and people management abilities during major migrations of infrastructure, and platforms upgrades.

Professional development of technical skills, and career path of staff

Proponent of ROI (Return On Investment) strategy for justification of technology upgrades

Calculate realistic project budgets

Successful implementation of Service Desk Operations to support over 20000 end users.

Write convincing cost/benefit analyses

Excellent client/vendor relationship skills

Manage hardware costs without losing functionality

Professional Experience

EDUCATION ACHIEVEMENT AUTHORITY OF MICHIGAN 7/16-CURRENT

Director of Information Technology

Provides leadership and overall technical direction to the infrastructure, network, system, security, website, devices, applications and user support while ensuring a highly available and stable environment. Serving as an advocate and supplying vision for integrating management, informational, instructional, and media technology services, projects, and activities to support students, teachers, and staff.

Duties and Responsibilities

Leads the strategic development and implementation of the EAA school district, technology plan to include planning, directing, reviewing, selecting and evaluating the services, programs, and activities related to informational, instructional, and media technologies.

Overall responsibility for all future and day-to-day technology activities, monitoring of the infrastructure and ensuring system availability and stability.

Supervise tech coordinators and work with site Directors and network administrators and staff to provide required support.

Strategic Development Duties and Responsibilities

Collaborates with leadership in the long term planning, facilities design, school construction issues, and budgeting with regard to technology.

Consults with administrators, School Directors, teachers and staff to define technology needs, effectiveness, productivity and resources.

Establishes and facilitates support of the system-wide network, hardware, and software standards, requirements, and specifications suitable for educational settings.

Analyzes new technologies, conducts competitive analyses and makes recommendation to the leadership.

Establishes current and long range objectives, plans, and policies, subject to approval by Chief Administrative Officer.

Reviews and manages reports of computer and peripheral equipment use, malfunctions, and maintenance to ascertain costs and plan operating changes.

Participates in formulation of annual budget and controls ongoing operating budget.

Recruits, supervises, manages, trains and evaluates department personnel in technology installations and maintenance.

EDUCATION ACHIEVEMENT AUTHORITY OF MICHIGAN (contract) 9/14-7/16

IT Manager

Managed Help Desk of 8 Computer support Specialist along with 1 lead

All help desk calls escalated Computer Support Specialist for direct resolution in person with the end users (except for account password resets and account requests).

Managed 1 System administrator and 1 Network Engineer.

Acted as point of escalation for staff for issues not resolved by help desk.

Regularly meet with end users and department heads to ensure satisfaction of overall service provided.

Supporting 5000 plus end users at 12 schools

Provides leadership as director of the IT department which encompasses Service Desk support staff Network infrastructure\operating system staff, DBA staff. Oversees the development and deployment of imaging, patching, software upgrades and performs ongoing systems monitoring. Monitors the in organization’s disaster recovery and business resumption planning, testing, and implementation. Leads in organization’s emergency response planning, testing, and implementation. Maintains appropriate documentation on procedures, configurations, and equipment inventory.

Reviews and publishes security policies & procedures, along with investigation and resolution of security incidents, to ensure a stable and secure computing infrastructure. Works closely with outside application developers and/or service providers to support operations and implement new technology solutions to meet the organization’s needs. Participates in evaluating new academic software projects to determine impacts and configurations. Performs other duties and responsibilities related to those described above which do not alter the basic level of responsibility of the position.

WAYNE COUNTY THIRD JUDICIAL CIRCUIT COURT 3/98 – 9/14

NETWORK OPERATIONS/SERVICE DESK MANAGER

Manage 3 tier support IT support department

1st tier 2 person help desk

2nd tier Desktop field support team

3rd tier Network operating systems and Network infrastructure

Supporting 1200 internal users at 4 locations and3800 external users

Staff 8 direct reports included 4 desktop support personnel, 2 call center help desk personnel, 1 Windows Systems Administrator, and 1 Network engineer

Responsible for managing the performance of level 1st, 2nd, and 3rd level services and support to end users (internal and external) and ensure service levels are achieved. Made sure customer expectations are met or exceeded. Responsible for ensuring that staff is meeting and /or exceeding expectations in regards to performance, meeting defined metrics/benchmarks, and that standards and processes are followed to provide exceptional customer service and meet or exceed requirements. Oversee all incidents, request, problems, and escalations. Determine adequate staffing levels as well as responsible for setting work schedules for staff. Responsible for the hiring and firing of all 1st, 2nd, and 3rd level staff, as well as appointing select staff members to serve as first level leads that served as escalation point and liaison to level 2 and level 3 services. Work with end user community and system/business process owners to set SLA’s, and set priority levels of support for systems and select end users based on organization chart. Procure, develop and launch phone/ticket escalation processes. Responsible for determining root cause of issues and communicate appropriately. Train and coach service desk specialists design, and implement call center phone system and incident management ticketing system. Perform real time monitoring of phone and incident queues, as well as reviewing end of day metrics. Responsible for supplying reports to management of end user community in regards to service levels. Successful and ongoing implementation plans for improvement of 1st, 2nd and 3rdlevel services, with strong emphasis placed on First Level Resolution using ITIL fundamentals. LAN/WAN strategic planning and architectural design management, and manage level 3 staff of four Network administrators, and, one Network engineer. Assign quarterly projects and daily duties as well as perform backup Network administration support. Facilitate departmental hardware and software specifications, along with purchasing, and RFP creation. Responsible for Windows NT/2008 server and Novell Netware network, support, planning, and development for over a 1500 node infrastructure in a Ethernet environment. Provide support for remote locations connected through Nortel/Cisco routers, and switches via OC3 WAN connections. Facilitate implementation and support of Disaster recovery, SAN solution, Novell Netware 7 and GroupWise 8 email. Responsible for “IT Security Policies” for enterprise Information services, and “IT Architecture” and Standards Monitor network performance and security via HP Openview (Optivity 7.0). Responsible for network operational budget, and technical reviews and development. Security Officer responsibilities for HIPAA compliancy. Successfully planed and lead desktop support team in install/refresh of over1000 Windows 7 PC’s, along with the development and deployment of 200 virtual desktop clients (Citrix, VMware).

WAYNE COUNTY THIRD JUDICIAL CIRCUIT COURT 3/96-3/98

NETWORK ADMINISTRATOR

Responsible for AS400, and Novell network support, planning, and development for 300 users in a PC and terminal environment via

Twin-ax, Token-ring, and Ethernet connectivity. Support for remote locations connected through IBM 5494 controllers and Nortel routers via K56/T1 circuits. Duties also included implementation, and support of IBM 5250 Personal communications, IBM Client Access, Rumba, Novell Netware 4.11,ITIL, SOX, GroupWise email. Novell /AS400 administration responsibilities also included security, creating and maintaining user accounts, system backups, updating PTF’s, maintaining NDS. Responsible for departmental wide hardware and software specifications. Commended for role in upgraded servers from Novell Netware 3.12 to Novell Netware 4.11, as well as GroupWise 4.1 to 5.1.,Groupwise 5.5to MS Exchange migration project.

FORD MOTOR COMPANY 9/94-3/96

FIRST LEVEL SUPPORT TECHNICIAN

Responsible for providing first level P.C. hardware, network, and software support to engineers in the Advanced Vehicle Technology group. Utilized TCP/IP on IBM LanMan, HP9000, UNIX, Novell NetWare 3.11 and Windows NT networking platforms to support and maintain user accounts, as well as Windows and OS/2 operating system environment. I was assigned as team leader in major network changeover and new PC roll out.

Training/Certification: NNCSE, CAN

EDUCATION: DEVRY INSTITUTE OF TECHNOLOGY Electronic Engineering Technology, 1988

DEVRY UNIVERSITY TECHNICAL MANAGEMENT PROGRAM 2011-

Additional professional experience available upon request, along with references.

Contact this candidate