Manager Desktop Services
Resume:
DONALD J. CARLSON
Plainfield, IL *****
http://www.linkedin.com/in/don-carlson
*************@*****.***
CAREER SUMMARY
Information Technology Management Professional with 25 years’ progressive advancement experience within a diverse range of organizations including healthcare and law practice. Experience managing Desktop Engineers supporting all aspects of the end-user computer experience including procurement, build, endpoint security, protection and patch deployment process. Proven track record in system implementations, customized operating system deployments, upgrades and application packaging. An effective manager of vendor relationships including price negotiations. Collaborate closely with decision makers in other departments to identify, recommend, develop, implement, and support cost effective solutions for all aspects of the organization. Proactive leader and mentor with demonstrated personnel management skills and a history of building motivated teams with high engagement results. Special emphasis on providing outstanding customer service.
CORE COMPETENCIES
Customer Service Management / Research, Implement, Upgrade and Maintain End User Hardware Technologies / Data Center Operations Management / Endpoint Security Management / Team Collaboration / Team Building / Employee Recognition and Satisfaction /Vendor Negotiations / Hardware Evaluations / Lifecycle and Roadmap Planning / Project Management / Excellent Organization Skills / Microsoft Certified Systems Engineer (MSCE) / A+
PROFESSIONAL EXPERIENCE
PRESENCE HEALTH, CHICAGO, IL April 2011 – July 2017
System Manager - Office Automation
Performed as an System Manager Office Automation, setting priorities, project management, coordination, and the reporting of group activities.
Supervised a staff of 26 employees consisting of SCCM Analysts, Network Analysts, PC Technicians, and Operations staff within 150 sites located throughout the state of Illinois.
Managed team performing Microsoft SCCM software packaging and distributions, desktop patching, encryption and group policy. Reduced device deployment times from 3 hours to 30 minutes utilizing SCCM tools.
Provided Client Services management for 800 computer devices in the Technology Center and 18,500 devices across the enterprise. This oversight includes daily administration, inventory, project management and budget oversight.
Developed role based hardware configurations and desktop group policies based on user’s department needs.
Engaged and implemented third party printer support vendor for routine monthly maintenance and support. Negotiated costs and service level agreements. Reduced printer maintenance and toner costs by 40%.
Evaluated new hardware technologies and made recommendations to project stakeholders, champions and executive leadership. Maintained hardware roadmaps and scheduled end of life replacements with vendors and I.S. teams.
Provided Project Management oversight, consisting of software upgrades, software deployments, and client hardware lifecycle.
Implemented security management on all client resources such as patching, encryption and endpoint protection.
Managed hardware lifecycle process and operating system upgrades from Windows 2000, XP,Win 7.
Implemented Microsoft Bit locker and McAfee Drive Encryption solution for laptops/desktops to meet HIPAA security standards. Deployed to 18,500 devices in 1 year.
Led hardware rollout for EPIC Ecare Ambulatory system to 33 physician offices in less than one year.
Held Administrative management responsibilities including performance reviews, performance improvement strategy, goal setting, PTO management, payroll, employee satisfaction, and accountability.
Implemented a Single Sign On / Password Self Service solution (Imprivata) for six hospital networks with over 5500 users enrolled.
PRESENCE HEALTH, CHICAGO, IL April 2001 –April 2011
Information Technology Manager
Managed team responsible for provisioning appropriate user security access and network resources.
Improved turnaround times for call resolution by 36% by aligning personal goals with performance metrics.
Worked closely with software vendors, facility IS groups and all IS Managers to plan and coordinate activities. This included coordination of software upgrades, the installation of new products, and maintaining standardization across all systems.
Co-Chaired and developed a Desktop Standards Committee with representation from six locations for consistent desktop image and computer setup standards.
Provided project and technical leadership to the system ministries. Maintaining a comprehensive knowledge of all applications and their integration with core systems. Eliminate duplicate systems and retire obsolete contracts.
Managed client hardware moves from old data center to new location over a 1-week timeframe.
Participated with the HealthTrust Purchasing Committee to select hardware vendor and primary reseller.
Provided general application orientation to new employees and completed application training to facility Core Group Leaders. This included monitoring the completeness and accuracy of user training manuals and competencies.
Provided weekly and monthly reports on project status as well as forecasts of monthly resource utilization.
SENTINEL TECHNOLOGIES, DOWNERS GROVE, IL March 1991 – April 2001
Client Service Manager
Performed as Client Services Manager at a large Health Care organization consisting of six hospitals.
Managed a team of 12 consultants including Network Administrators and Desktop Support Staff.
Performed end user technical service and support for 50+ executives and associates at corporate headquarters.
Directed a 30-technician workforce upgrading computer workstations and laptop operating systems. This was accomplished using the Ghost software application and Novell Z.E.N. Project was performed at various law office locations across the United States and the United Kingdom.
Recruited and hired new associates while also managing day to day operations with existing consulting staff.
Served as Project Leader for various clients supervising 6 network analysts.
Involved in LAN/WAN and Helpdesk Support role for a 1000 user/25 server network.
Managed Operating System upgrades and rollouts utilizing project management and technical skills.
EDUCATION
Lewis University, Romeoville, Illinois - Bachelor of Arts in Management - Information Technology
DeVry University, Lombard, Illinois -Associate of Applied Science in Electronics
Microtrain, Lombard, Illinois - Microsoft Project, PMP, ITIL, Agile Scrum Master - (In Progress)
CERTIFICATIONS / AWARDS
Microsoft Certified Systems Engineer (MCSE), A+
Recognized as “Employee of the Year” for the Value of Respect
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