Desktop Support Manager

Keith A. McLeane

908-***-**** ************@*****.*** 69 Warrenville Rd., Middlesex, NJ 08846

Desktop Support Manager

System Support & Optimization Customer Service Leadership & Teambuilding

Highly knowledgeable and progress-driven IT Professional with extensive experience in managing desktop support and systems administration operations. Proven abilities in cost control, process improvement, and seamless technology integration. Skilled in collaborating effectively with vendors, customers, and staff on all organizational levels to reliably deliver solutions that meet business and technical requirements. Continually search for ways to increase efficiency, security, performance, and end user satisfaction.

Project Management User Training & Support Technical Documentation Policy Development

Regulatory Compliance Disaster Recovery Quality Control Programming System Upgrades

Select Achievements

Implemented Platform LSF SAS job queue for legacy application update, resulting in stabilized IT environment and enhanced employee productivity in all departments.

Contributed to redesign of scanning and printing operations (including acquisition of new printer vendor), saving $100K–$150K in annual costs.

Spearheaded Solomon TimeKeeper installation project for 3 business units, completing assignment on time and within budget; trained all staff on software use and became “go-to” resource for system support moving forward.

Professional Experience

StoneHenge Resources, Bedminister, NJ 3/2014 to Present

Leading provider of the highest quality solutions for business personnel resources needs and technology solutions.

Client Services for L’Oreal Paris – Remote Support Tech

Hired as contractor to provided technical support to all L’Oreal Clients in all divisions. Support all clients with hardware and software issue with the use of Bomgar connectivity software. Tracked issues using Remedy Ticketing software to update and resolve issue within company SLA. Build new laptops with image CDs, installed software related to division and configure according to company guidelines. Track inventory of all assets within Remedy software.

C3i Inc, Bridgewater, NJ 8/2013 to 3/2014

Leading provider of technical support services for life science companies worldwide.

Desktop Support Analyst for Sanofi-Avenits

Contracted to provided technical support to all local and remote users for one of the largest multinational pharmaceutical companies in the United States. Responsible for resolving incoming telephone calls, walk-ins, web, and email requests for technical assistance for over 800 applications. Participate in and or lead projects as assigned by Service Desk Management. Monitor high severity incidents to ensure resolution within communicated Service Levels, create and submit detailed call logs documenting customer interactions to be inclusive of accuracy, thoroughness, and timeliness. Work directly with Sanofi-Aventis service partners for escalation and ensure timely resolution of incidents and requests within Service Levels.

inVentiv Health (formerly Snyder Healthcare & Ventiv Health), Somerset, NJ 1/2004 to 9/2011

Leading global provider of clinical, commercial, and consulting services to clients in pharmaceutical, biotech, and life sciences industries.

Client Technologies/Desktop Support Manager (2006 to 2011)

Promoted based on exceptional performance and proven leadership abilities to support 600 onsite and 200 offsite employees and supervise team of 5 including Support Technician, System Administrators, and Telecom Administrators. Monitored critical daily IT functions for quality and adherence to organizational needs. Worked directly with executives and key thought leaders to devise solutions and optimize client services. Supported organization’s desktop and laptop technology which was comprised of about 70% Windows 7/Office 2010, 30% Windows XP/Office 2007 and 20 Canon Business Printers. Worked with the Networking team on supporting issues with Active Directory, Exchange Server 2010, Patch management, RightFax version 9.3, LanDesk Management Suite 9, BlackBerry Enterprise Server 5.0, remote access to Windows 2008r2 servers with VPN, RDC and Citrix XenApp version 6 connectivity, CommVault Laptop Backup software version 8 and UNIX servers with Solaris 10 OS.

Oversaw all help desk ticket processing in Desktop Support Department to ensure all SLA’s were being met, generating comprehensive reports for senior management to assess indicators including productivity and business unit support costs. Managed Verizon Wireless account including cell phones and broadband devices, adding new lines, approving contracts, and implementing standards for new products.

§Recognized as key member of Procurement Team entrusted to research and select new technologies and formulate hardware/software purchasing policies; secured discounts and saved thousands every year by standardizing operations, including establishment of Lenovo as company-wide desktop/laptop provider and Verizon as company-wide wireless communications provider.

§Actively participated on Steering Committee responsible for high-level planning and systems analysis to ensure corporate requirements were met at all times; provided recommendations to Network Manager.

§Appointed as Project Lead for Solomon Finance and Human Resources system upgrade, delivering drastic improvements to database management and troubleshooting efficiencies.

IT Support Services Lead, Ventiv Health (1/2004 to 1/2006)

Effectively led team of 2 Desktop Support Technicians in separate locations. Managed all help desk tickets, contributed to SAS operations, and maintained desktops, laptops, and printers department-wide. Provided support to 130 employees. Assisted with telecommunications, OS, applications, and TCP/IP Ethernet services.

§Cut costs $1K+ per year by closely analyzing budgets and operational needs, determining cost-saving opportunities, and securing optimal pricing with vendors.

Additional Experience:

System Administrator - Health Products Research, Inc. (acquired by Snyder Healthcare), Whitehouse, NJ 1997-2004

PC/LAN Support – Green Spring Mental Health Services, Parsippany, NJ 1995-1997

User Support/Communications Technician – Tops Appliance City, Edison, NJ 1991-1995

Programmer – New Century Education Corporation, Upper Montclair, NJ 1990-1991

Technical Portfolio

Software & Operating Systems:

Unix Solaris Microsoft Windows XP/7/10 Microsoft Office 2003-2016 Windows Server 2008r2 Windows Exchange Server Windows Active Directory Siemens VoIP & Voicemail Veritas NetBackup Veritas Volume Manager Sun StorEdge Volume Manager Sun StorEdge A5100/A1000 Definity Audix CommVault Backup ADP Payroll System Citrix XenApp AT&T Dialer SAS for UNIX and Windows Database III Plus Ghost Imaging Legato Networker RightFax BlackBerry Enterprise Server Solomon HR/Accounting LSF Platform LANDesk Track-It Help Desk Software Adobe products SOPHOS Antivirus and SafeGuard Microsoft Lync Remedy Service Desk SAP GOOD AirWatch CONCUR BOMGAR BITLOCKER

Hardware:

Northern Telecom Meridian Phone HP & Canon Business Printers AT&T System 75 Phone Switches

G31/G3R Phone Switches Sun Ultra II 2300/60 Sun SparcStation 10 Sun Enterprise 220R

3COM Hubs/Switches Nortel & Cisco VPN Verizon Broadband Devices Android Phones iPhones iPAD

Education & Professional Development

BAS in Computer Science, Elon College, Elon, NC

AAS in Data Processing, Somerset Community College, North Branch, NJ

Select Training: Windows 2000 Administration, Windows 2000 Server Administration, AT&T System 75/G31/G3R Phone Switches and Definity Audix, Solaris 2.X System Administration, Sun Veritas Volume Manager, Knock Your Socks Off Customer Service Training, Management Training for First Time Managers

Currently working towards Six Sigma Black Belt Certification

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