Desktop Support Manager

Desktop Support Manager experienced in technology infrastructure implementation, end user support, technology refresh, and large scale software migration. Possess proficiency in all aspects of the project, encompassing planning, managing, and reporting. Exemplify expert problem solving skills and the ability to work collaboratively with other departments to manage complex issues with innovative solutions. Demonstrate proficiency in managing multiple medium-to-high projects working with different stakeholders for each project.

Functional Strengths

Project Management

Controlled and monitored the project, such as the rollout of Windows 7 and MS Office 2010 for corporate office workstations; and application of desktops at three separate locations including software installs, network setup, and connection to peripherals and internet

At DHS-USCIS lead project to migrate from windows 95 to windows 2000 then windows XP

Leadership

Supervised 15 local Network Engineers, Network Administrators, and Desktop Support Technicians and 23 technicians across US on USCIS contract.

Managed migration cross functional team of 123 technicians across the US and Canada in support of Capital One Migration from XP to Windows 7

Training

Facilitated training on new operating system and new office suite

Provided cross training for techs moving from one phase of project to another

Professional Experience

Insight

Sr. Technical Lead 11/2016-04/2017

Lead team of technical to refresh the Department of Motor Vehicle computers and printers.

Oversaw the installation of new computers and printers

Managed paperwork and photos

Worked closely with Project Coordinator to ensure completion of project phase was on time.

At corporate office worked with technicians to support users both local and remote.

Provided testing data to manager on new images for computers, laptops, and tablets

K9 Butler Service

IT Consultant 02/2016-11/2016

Setup of client wireless network and connect company employees to network.

Troubleshoot and Repair client workstation

Rebuild HP laptop

Migrate client company workstations from windows XP to Windows 7

Roll out of desktop computers; installing company software; and setting up LAN for property management company

Installation of wireless network for K9 Butler Service and upgrading existing laptops to windows 7 and 8

JP Morgan Chase

IT Project Team Lead 10/2015-12/2015

Managed Team in decommissioning of old desktops/laptops

Supervise local technicians

Run EDiscovery on equipment to determine legal status

Managed team in setting up VDI equipment

Resolved Printer issues including maintenance and repair.

Capital One Refresh

Project Manager, Unisys Contract (Remote position) 10/2013-7/2014

Remotely administer the migration of corporate office, data center, and call center some 50,000 plus Windows XP computers and laptops on a Unisys/Capital One migration contract to Windows 7 that encompassed site across US and Canada.

Monitored and tracked scheduling, resources, and issues while creating root cause analysis report

Created project related reports and presented to Unisys management and stakeholders

Manage, prepare scheduling, and track timesheet for technicians at all sites

Provide insight and training to technicians where needed to perform their duties in the migration process.

Partner with stakeholders on the SOP for the technicians to follow to ensure users data was backed up and restored to their new OS

Work closely with change management to team to ensure process and procedures were followed.

Supervising and mentoring five Site Managers located nationally, 24 migrations sites and approximately 140 technicians covering three shifts nationally

Mentoring two Junior Project Managers.

Orange County Container Group

IT Project Consultant, Robert Half Technology Contract 5/2012-10/2013

Oversaw the entire deployment phase of small to mid-size scale projects, including the proper organization of deployment schedule and continuous leadership and guidance to technical personnel

Ensured that projects are on track and within budget through close monitoring and proper management

Supported users before the migration and Worked with users to resolve issues after migration

Worked with administrative staff to setup wireless network throughout complex.

Supervised 3 technicians

Encore Management

IT Consultant 05/2008-04/2012

Setup of client wireless network and connect company employees to network.

Troubleshoot and Repair client workstation

Roll out of desktop computers; installing company software; and setting up LAN for property management company

Managed 17 Business Center computers at apartment communities across DFW

Department of Homeland Security-USCIS

Senior IT Site Manager/Project Manager 4/1996-2/2008

Supported the DHS Citizenship and Immigration Services system management engagement through provision of technical leadership and daily infrastructure support activities for multiple locations

Facilitated staff meetings and guaranteed that employees received the proper training to support USICS

Drafted and submitted reports before, during, and after completion of each project for upper management

Maintained proper organization of staff schedule; mentored and guided employees, including network engineers, network administrators, and desktop support technicians

Directed the migration from Novell to Windows 2003 server, along with Lotus Notes CCMail to Microsoft Exchange Server/Outlook

Assumed dual role as IT Manager and Project Manager, responsible for supervising 23 employees nationwide

Education

Master of Business Administration:

Management of Information Systems and International Business

Dallas Baptist University § Dallas, TX

Bachelor of Science in Electronic Engineering Technology:

National Education Center-Tampa Technical Institute Campus § Tampa, FL

Training

ITIL Foundation V2

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