Manager Desktop Support

Felix J. Norbut

Information Systems / Service Desk Manager

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

Core Skills and Knowledge Include:

Service Desk / Helpdesk Management • Familiarity with ITIL Processes • Leadership • Team Building and Mentoring • Budget Oversight • Project Management Business Continuity • Planning & Forecasting • Vendor Relations • Strong Communication Skills

PROFESSIONAL EXPERIENCE

Technical Management / Service Desk Consultant

Metropolitan Family Services, Chicago, IL 2012-Present

Coordinate and manage service desk / helpdesk operations to ensure timely incident resolution

Support IT operations having multiple sites in diverse geographic regions

Analyze business situations and recommend technical solutions; plan and manage progress

Lead the strategy, planning, direction and coordination of all activities associated with Windows, Linux, and voice and data networks, including data center operations, disaster recovery and capacity planning

Develop and implement IT policies and procedures, including those for architecture, security, disaster recovery, standards, purchasing, and service provision

Provide direction and guidance to the teams providing network administration, telecommunication administration, e-mail and PBX administration, desktop support and helpdesk administration

Perform installations and provide support for a variety of technical disciplines including local and wide area networks, Windows and Linux servers, Cisco routers, firewalls, enterprise-wide software\hardware rollouts, desktop and associated peripheral support, moves, adds and changes

Active Directory configuration and support: creating groups, create/delete user profiles, peripherals

Maintain and support Microsoft Exchange, Outlook and Outlook Web Access Execute hardware, software and operating system upgrades

Research, evaluate and test new technology and software

Establish IT service level agreements (SLAs) and escalation procedures

Deliver reports detailing department metrics and the status of projects

Provide end-user training on software packages and peripheral devices

IT Systems Manager

Loop Capital Markets, Chicago, IL 2002-2009

Managed server, network and desktop technology in an investment management environment

Guided architecture, design and review of networking and server solutions

Installation, configuration, maintenance and administration of all Windows, UNIX and Linux file servers, switches, Cisco routers, and firewalls

Desktop support for trading floor and offices in Chicago and New York

Network security, manage all data\telecom circuits, administration of IPX trading turrets and Nortel PBX phone systems with Meridian voice mail, maintain backup\recovery systems, developed and maintained strategic vendor relationships

Configured\installed\supported FlexTrade Equity trading platform (FIX connectivity)

Migrated Exchange 5.5 Server to Exchange 2003 environment

Developed, installed, supported and tested disaster recovery/business continuity plans

Integrated Blackberry Enterprise Server deploying\supporting handheld devices

AVP, Market Data Services

Zurich Scudder Investments, Chicago, Il July 1998 – July 2002

Technical manager for all market data services utilized in Chicago office including Reuters, Bloomberg, Bridge, Lipper, FactSet, ILX, Baseline, Insync, and others. Experience with Reuters Triarch and DACS permissions.

Responsibility for the support of over 350 users in Chicago, New York, Boston, San Francisco and St. Louis

Involved in budget administration and overall business plan for market data IT infrastructure

Planning, configuration, testing and distribution of new products, upgrades and services (hardware and software) relating specifically to market data

Involved with new product evaluation and licensing of software

Senior Project Analyst

Senior Project Manager for Chicago office of Zurich International subsidiary.

Responsible for the design, configuration and upgrading of routers, frame relay networks and satellite communication equipment providing live news/data feeds to trading floors

Maintenance and administration of the local branch of the Scudder NDS tree

Provide advanced technical support to third-party desktop support staff

Systems Engineering Manager

MCI Systemhouse, Chicago, Il July 1995 – July 1998

Manage system administration and desktop support

Provided hardware/software support for technical consulting staff of 150+ users

Install and troubleshoot Windows NT, NT Workstation, Windows 95, MS Exchange, MS-Mail, MS-Office, RAS Experienced with TCP/IP and IPX protocols.

Manage PBX, voice mail and video conferencing equipment

Systems Manager

The Syncor Group, Schaumburg, Il August 1990 – June 1995

Manager of technical staff for health claims administration firm.

Administer multi-user Qantel system, Novell LAN and IBM RS6000 (AIX) running RIMS QicClaim software

Perform installations and upgrades of hardware and software, including five remote offices

Maintain all PCs and related software and peripherals

Technical Analyst

RIMS, Naperville, Il June 1987 – July 1990

Provided technical support to client base of over 300 users

Extensive work installing hardware/software and training in the use of operating system

EDUCATION

DeVry University, Addison, IL Bachelor of Science in Technical Management

Graduation: October 2013 GPA 3.60 Dean’s List

TECHNICAL SKILLS

Windows Servers • Linux • LAN/WAN • TCP/IP Firewalls • Active Directory • Exchange Server • Virtualization • Market Data Support • Telephony Help Desk Management • Data Center Support • Cisco Routers • SQL • Software Integration • Symantec Anti-Virus • Blackberry Enterprise Server • Remedy Ticketing • Purchasing

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