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Technical Support Desktop

Forney, Texas, 75126, United States
January 12, 2018

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Roke M Mafnas

**** **** ***** *****

Forney, TX *5126


SDM with 20+ years’ experience in the IT Industry committed to excellence and leadership. Self-motivated professional with great interpersonal, presentation, and organizational skills. I am interested in pursuing a position where I may apply my knowledge and skillset to help benefit the productivity and success of the company.


•Project Management •Resource Management •Group Collaborations • Facilitating Teams • Detail Oriented

•Technically Inclined •Foster Team Environment • Customer Focused •Good oral and written communication PROFESSIONAL EXPERENCE

Hemmersbach US LLC, Miami, FL (working remotely in Dallas, TX) April 2014-October 2017 Service Delivery Manager 786-***-****

Transition & Transformation Management

Deal Implementation for dedicated customer


Leading and Coordinating of the Delivery


Manage daily operational activities and personnel

Review, monitor and maintain SLA reports for

ticket metrics and management for KPI goals

Monitor and manage resource and cost

Escalation handling

Provide commercial and collaboration support

with project teams.

Manage new hires, staff scheduling, OT/vacation


Continuous review of existing processes for

areas of improvement

Maintain relationships with partner

management & vendors

Managed multiple accounts in the AMS region.

Sandvik, Inc. / IBM, Fair Lawn, NJ November 2011 – March 2014 Technical Team Lead / Local IT Coordinator 201-***-****

Manage daily operations for Local IT Support team

Monitor and maintain SLA status reports for

service delivery

Implementation of new processes/procedures

Delegation of projects

Negotiate internal and external service level


Change Advisory Board meetings.

Receive and process feedbacks from department

managers for delivered services

Conduct technician staff meetings

Travel to remote sites for services follow


Conduct employee performance reviews

Other assigned project management duties

Sandvik, Inc., Fair Lawn, NJ March 2014 - April2014 Help Desk Support 201-***-****

Provide phone online support for incoming calls.

Create and dispatch tickets to Level 2 support.

Assist managing the Help Desk Inbox for new or pending issues. Merck Inc., Kenilworth, NJ September 2010 – December 2010 Desktop Support 908-***-****

Performed data migration and computer refresh project

Configured proprietary applications, created computer names

Enabled user accounts or reset passwords in AD.

Northwest/Delta Airlines, Newark, NJ May 2005 – April 2010 Field Engineer 734-***-****

Maintained and repaired all printing devices throughout sites

Monitored SLA’s on ticket resolutions

Install and configure Kinetics Kiosk e-Ticket machines

Image / configure systems for specific roles.

Provide remote support via Remote Desktop, DameWare, or VNC.

Troubleshoot software ie MS Suite 2003, IE, and Citrix Server client.

Managed projects for dual hardware/software installation

Configure various mainframe software

Maintain all system inventories

Return defective parts to R&L.

Managed the rollout upgrade from XP to Vista

Conducted preventive maintenance on all PC’s, printers

Conducted hardware refresh projects in multiple airports. DoveBid Inc., Foster City July 2002 – May 2005

Technical Support Services 650-***-****

Provided desktop support for all end users across the board.

Imaged systems using Ghost V7.0.

Installed and configured various software for user setup

Run report logs for WAN and Firewall data traffic status.

Monitor network sniffer to check for packet lost.

Send computer equipment to remote users.

Provide onsite/remote technical support

Scan and push out system updates and fixes via


Manage Technical Support mailbox.

Completed O/S rollout from W2K to XP.

Create NT and Exchanger Server accounts.

Perform field service calls to remote office.

Assist in installing Cisco switches, Compaq and Sun Micro system servers.

Assisted in the setup of a test network environment setup and configuration

BeyonDSL, Woodland, CA January 2002 – March 2002

Wireless Technician 530-***-****

Installed and configured 2.4MHz Breeze Com wireless radios

Conducted line of site to pop sites for installation quote.

I managed inventory listing on all parts and IP addresses

Installed and mounted antennas, LMR400 cable and lightning arrestors

24-hour on-call technical support for wireless outages. Continental Airlines, Tamuning, GU October 2000 – September 2001 IT Specialist 671-***-****

Provided desktop and network support for users locally and off-island.

Installed various proprietary and commercial software.

Diagnose and repair laptops and desktops, and Laser Jet printers.

Configure settings on desktops for various applications and access.

Assisted in network equipment installation and refresh project

Installed and terminated CAT5 network cabling.

Perform preventive maintenance on all PCs and printers.

Manage data migration and implementation from Win9X to W2K

Created documentation on technical procedures for software, hardware installation and upgrades.


Management and Strategy Institute August 31, 2017 Lean Six Sigma Certification(white belt)

Franklin Covey August 2016

Leadership: Great Leaders – Great Team – Great Results

Stephen Covey August 2015

7 Habits of Highly Effective People

Sandvik Jan 2012 to April 2012

Leadership Training

G.C.C.-Mangilao, GU - Computer Science August 1993 to January 1994 COBOL, Intro to Data Processing, and QBasic

IBC-Tamuning, GU - Information Processing Specialist October 1990 to March 1991 Lotus 1-2-3, Dbase, WordStar, Typing I, Business Math and Business Law

JFK H.S.-Tumon, GU - Academic Subjects August 1982 to June 02, 1985 Academics Subjects, Industrial Arts, Basic Computer, Physical Education

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