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IT Service Desk Manager

Location:
Cumming, Georgia, United States
Posted:
January 31, 2018

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Resume:

Rick Dye

404-***-**** - Cell

678-***-**** - Home

Email: ac4aev@r.postjobfree.com

TECHNOLOGY PROFESSIONAL

Experienced IT Manager with over a decade of experience managing costs and establishing mutually beneficial partnerships and relationships with stockholders, users, vendors and service providers. Experience includes managing IT Service Desk, IT End User Support and Network Operations for startup size and corporate size organizations. Honorably served in the US military.

CORE COMPETENCIES

Leadership/communication skills Team Building

ITIL Incident Management ITIL Problem Management

Vendor Management Process Improvement

TECHNICAL COMPETENCIES

Applications:

Dell KACE K1000 Novell ZenWorks

Windows Server Update Services Windows Server 2008 and 2012

Windows 2007 through 2010 Cisco SonicWall VPN

LANDESK / Service Desk Remedy

Heat (Ticket Management) Microsoft Office 2007 through Office 365

Microsoft Active Directory Microsoft Azure

Microsoft Exchange Citrix

Hardware:

Desktop and Notebook Computers Wyse Terminals

Android and iPhones, iPads, Tablets Scanners and Printer

HP and Dell Servers, Polycom, Avaya, and Mitel VoIP Telephones

Cisco switches

PROFESSIONAL EXPERIENCE

IT Service Desk Manager (Contractor)

06/17 to 11/17 LeasePlan USA, Alpharetta, GA

• Proactively and effectively managed day-to-day IT support requests and resolution workflow for technical operations issues.

• Coordinated and supervised ongoing technical operations and IT support initiatives for company applications implementation projects.

• Promoted ITIL-based policies and procedures that addressed incident and problem management.

• Effectively coordinated and supervised the deployment, migration and training of Office 2010 to Office 365 migration for over 600 employees.

• Successfully completed a company-wide computer refresh and Windows 10 upgrade project 2 months ahead of schedule.

• Managed a $550,000 IT operations budget for hardware and software.

• Reduced ticket count by 30% during my 60 days of employment.

• Managed and supported systems spanning the on-premise and cloud-based hosting environment and for maintenance of the computer desktop environment by analyzing requirements, resolving problems, and installing hardware and software solutions.

• Managed the support and maintenance of the Company’s PCs, printers, phone system, mobile devices and other related technology equipment.

• Effectively recorded, monitored and tracked problems / incidents and aggressively pursued root causes and resolutions.

• Improved services and support by implementing new service desk policies and procedures.

• Took ownership of all escalations reported by team members and ensures resolution.

• Ensured that all tickets are responded to within 60 minutes and closed by the established SLA.

• Personally responded to executive management issues within 10 minutes after notification.

• Provided proactive company-wide communication to customers when outages occur.

• Ensured proper recording and closure of all break-fix tickets.

• Managed service desk staff by recruiting, training, and providing guidance when needed.

IT Help Desk Manager

08/13 to 04/17 Aldridge Pite, Atlanta GA

• Supported the entire IT enterprise, including corporate headquarters and 14 field offices throughout the United States.

• Established Help Desk policies and procedures for providing efficient, timely, and an unforgettable end user experience.

• Monitored Help Desk customer satisfaction on a weekly basis.

• Redesigned and managed Microsoft Active Directory OU structure.

• Managed all information technology and network system deployment and maintenance including all IT infrastructure, wireless communications, PC systems, local networks and mobile environment.

• Oversaw asset management, workflow processes for ticket assignments, ticket transfers and trends.

• Served as System Administrator, maintained Windows Servers, and Terminal Servers and manage all new Active Directory and Microsoft Lync accounts.

• Resolved level 1 support issues as well as being the lead on all escalated level 2 and level 3 technical issues.

• Setup, implemented, and served as the Dell KACE K1000 Administrator responsible for writing SQL scripts, scheduling and deployment of applications and Microsoft security updates throughout the Firm.

• Monitored trends, root cause analysis and prevented reoccurrences of incidents, problems and errors. Managed the deployment, maintenance, development, upgrade, and support of IT systems, including servers, computers, and associated hardware.

• Served as the primary purchasing and vendor manager for all IT hardware, software, and maintenance agreements achieved $50,000 in reduced project costs through effective vendor negotiations.

• Conducted and provided trend reporting

• Provided firm-wide IT Security Awareness Training. Trained over 1000 employees in 2014 and 2015.

• Ensured that projects are completed on time and within budget.

• Provided daily supervision of 12 direct reports regarding service desk issues.

• Selected, hired, trained, evaluated and conducted performance evaluations for direct report staff.

IT Desktop and Systems Support Manager

05/11 to 07/13 RaceTrac Petroleum, Inc., Atlanta GA

• Coordinated projects with internal IT/IS teams as a single point of technical support to ensure that service level agreements (SLAs) were met.

• Led root cause analysis and developed strategies for improvement.

• Monitored performance of IT support staff, monitored ticket response times, problem logs, and trends in problems reported.

• Managed the daily administration of Windows 2008/2012 servers with "hands on" involvement as required.

• Managed and set priorities for all projects. Ensured that projects were completed on time and within budget.

• Managed computers, network printers, and mobile device support for local and remote employees in 5 Store Support Centers throughout the United States.

• Managed and maintained all aspects of data security for 5 Store Support Centers. Conducted quarterly security audits to determine effectiveness of implemented programs.

• Provided daily supervision of 6 direct reports.

Windows Server and Desktop Support Manager

08/10 to 05/11 Global Payments, Inc., Atlanta GA

• Managed over 400 physical 2003 and 2008 Windows servers and 500 virtual servers in Asia Pacific, Canada, Central Europe, Russia, United Kingdom, and the United States.

• Managed Windows 2012 server and desktop support for over 5000 end users.

• Monitored performance of IT support staff, monitored ticket response times, problem logs, and trends in problems reported.

• Worked with the data center operations, network operation, and application development teams to provide solutions for business requirements and goals.

• Managed infrastructure budget including purchasing, budgeting, and budget reviews.

• Led and monitored the status of project progression and completion on a daily basis to ensure that projects were completed on time and within budget.

• Negotiated with vendors regarding support and acquisition of IT equipment.

• Reviewed vendor contracts to ensure accuracy.

• Met all security requirements in accordance with PCI Security Standards and Sarbanes-Oxley Act.

• Provided daily supervision of 10 contractors and 2 direct full-time employees.

Network and Desktop Support Manager

06/07 to 07/10 Comcast Cable and Communications, Norcross, GA

• Responsible for network operations and end user support for over 5000 employees.

• Managed computers, network printers, and mobile device support for local and remote users.

• Managed server, computer, printer, and BYOD support for local and remote employees at 32 remote sites throughout the Southern Region.

• Managed and maintained all aspects of end user support and security for 32 remote sites.

• Provided daily supervision for 9 direct reports.

• Ensured that all projects were completed on time and within approved budget.

• Managed and maintained infrastructure budget.

• Negotiated with vendors regarding the acquisition of IT equipment.

• Met all security and audit requirements in accordance with Sarbanes-Oxley.

• Developed disaster recovery plans for all supported areas.

• Selected, hired, trained, evaluated and conducted performance evaluations for direct report staff.

EDUCATION AND TRAINING

• Alemda University, BS, Management Information Systems

• Central Texas College, AS, General Studies / Criminal Justice

• ITIL v3 Foundation Training, New Horizons Computer Learning Center

• Information Assurance Security Officer Certification Course, Department of the Army



Contact this candidate