Manager Microsoft Office

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Barry Bowden

PROFILE

Successful IT Manager with 20+ years of management experience & 35 years oberall experience supporting many different types of businesses/industries. Extensive background with Help Desk Tiered support, phone, floor and various other types of user support.

EXPERIENCE

IT Help Desk Manager Birmingham, Alabama

Cigna HealthSpring 2013 - Present

Manage multiple customer facing teams (Tier I & II) supporting internal customers in all areas – hardware, software and access managment (new hires, terms and changes). Issues and requests were received via phone, email and chat. Management duties included hiring, monitoring of established metrics, mentoring/coaching and progressive discpline as needed.

• Implemented agent training program for support team new hires as well as improvements to & enhancements of existing knowledge base.

• Created processes and procedures to improve overall performance of agents and create a consistant customer experience.

• Worked wth and coordinated with Cigna the integration of the HealthSpring desk with the Cigna CSC Desk as part of the wider company merger.

Help Desk Lead/Supervisor Cary, North Carolina

HCL America 2011 - 2013

Worked on several projects/support desks managing phone support teams. Largest team I managed was 17 agents working a 7x24 desk. Report monthly phone metrics, adherence to established SLA's, customer satisfacton surveys and identify support trends. Also work wth and coordinated work with project teams.

Due to improvements with initial team, customer requested all Tier I support be moved from offshore to onshore. Also took over account provisioning.

Created knowledge base to help train and support all areas of the business. IT Consulting & Support Creedmoor, North Carolina Bowden Associates 2010 – 2011

Consult with businesses and individuals on a wide variety of IT/computer related issues – training, PDA support, computer support (primarily Windows XP and Windows 7 but I do support all versions of Windows), iPad support, network troubleshooting (routers, switches, etc.), application support (such as Microsoft Office products), and project management.

IT Help Desk Manager Durham, North Carolina

Durham Public Schools 2008 - 2010

Managed the district Service Desk using the ITIL model. This consisted of 3 call in-take staff, 13 field techs, 2 Audio/Visual technicians and various contractors & interns supporting 12,000 windows computers, 1500 Mac computers, 1000 VoIP phones, 8000+ AV equipment, 150 servers, 500 wireless access points and various other technology equipment and software applications spread over 55 sites and 3000 employees.

• Developed traiing program for agents and field staff.

• Assisted with the planning and expansion of the existing data center.

• Coordinated computer upgrades and enhancements over the entire school district.

• Established monitoring systems to check the health of network equipment, servers and other networked equipment to beter track network health and outages. 1307 Old Hwy 31 S; Hanceville, AL 35077

Mobile 205-***-****

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

IT MANAGER www.linkedin.com/in/BarryQBowden

SKILLS

Help/Service Desk Tracking Systems – HP Service Manager, Remedy, Zoho Service Desk (ITIL compliant, www.manageengine.com), Service Now (ITIL Compliant, www.service-now.com)), TrackIt, HEAT (DOS version), Microsoft Access created tracking system.

Operating Systems - MVS, OS2, DOS, UNIX, AS400, Windows (98, 2000, XP, Vista, 7), Mac, AS400 Applications - Fujitsu Atrium POS systems, Citrix, Microsoft Office (Access, Word, Excel), Microsoft Project, Automate Task Management, Visio, Adobe Products, Word Perfect, Crystal Reports, Ghost computer imaging product, Experience with change management procedures, Veritas backup solution, ACF2, RACF, Sharepoint, Polycom Communications Systems.

Networking - Novell 4.10, Windows NT Server, MS Exchange Server, LANtastic Network for IBM PC Systems, Novell 4 Administration, GroupWise Administration, Routers, Firewalls, TCP/IP, DHCP, Windows Active Directory, Cisco VoIP, RSA security token server, Black Berry Enterprise server (BES). Programming/Scripting - Fortran, Cobol, Pascal, Basic, JCL, HTML, SQL, Oracle, Unix Shell, CLIST, BTREIVE, CICS, MSOffice macros.

EDUCATION

2010 Certification: ITIL v3 Foundation; Taruu.com & New Horizons – RTP, North Carolina 1984 Engineering; North Carolina State University

1981 General Scienc; Louisburg, North Carolina

1980 High School Diploma; South Granville High School – Creedmoor, North Carolina 2

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