Service Manager

Darryl Smith

***-** **** ***** ****, NY (***) -**8-9846 *******@**************.***

IT Service Manager

Directed a team of Network Administrators / Analysts, and 10 Help Desk personnel in the management of all facets of information technology for this 1000+ person retail firm.

Responsible for the planning of critical requirements including: Network Administration, Computer Builds, Software Loads, Product Testing, Telephony, End-User Support & Training, Vendor Relations, Project Management, Reports and IT metrics.

Education

Monroe College – Bronx, NY (2002 – 2004)

A.S. in Computer Information Systems GPA: 3.7

Technology Summary

Certifications:

CompTIA A+, HDI Helpdesk Certified, Management Skills for an IT Environment

Systems:

Windows XP/7/10/2K3,2K8, OS X Server, Exchange, BES, Citrix XenMobile/Xendesktop

Software:

MS Project, MS Visio, MS Office, Crystal XI, BMC Service Core/Asset Core, Websense, Mimecast, XCenter POS, Micros POS

Mobile Technology

All Smart Phone technology; iOS, Androids and Blackberry

IT Experience

Steve Madden – New York, NY

Help Desk Manager, (August 2016 to Present) Supervise the Helpdesk support staff by defining and establishing schedules, setting priorities, providing support/direction and dealing with administrative issues as needed. Gather and analyze metrics to benchmark the helpdesk workload/performance issues. Help Desk support for up to 1000-2000 users. Ensure that staff provides timely and considerate customer service to end-users by fielding Helpdesk calls and resolving technical issues. Assist all office staff and Retail Stores, both in person and via the phone. Train helpdesk staff on operational procedures and troubleshooting techniques. Provide training on new hardware and/or software applications as requested.

Realty Operations Group – New York, NY

IT Service Manager, (2006 to April 2016) Promoted to Manager where I created, reviewed and analyzed weekly and monthly metrics. Worked with the IT Director to develop appropriate metrics to insure the highest levels of services were met. Provide weekly status reports to senior IT leadership presenting KPIs, status updates, analysis and action-plans. Developed group and individual metrics to allow for performance to be measured against service improvement goals. Quickly learned and mastered new technology; equally successful in both team and self-directed settings; and proficient in a range of computer systems, languages, tools and testing methodologies

Manage purchasing and inventory process for IT assets and licensing. Manage vendor relationships including contracts and partner-provided technical support. Stayed current in the emerging Service Desk trends and ITIL best practices to make informed recommendations for process improvement.

Selected Contributions:

Researched and developed knowledge-based articles for internal application issues, resulting in an increase in first-call-resolutions of 20 additional calls per week that saved company $10K annually.

Handled 30+ technical/mission-critical calls daily and consistently met high service standards

Service Desk Analyst (2003 to 2006): Provide networking/desktop support and perform mainframe and account maintenance tasks. Earned commendations for teamwork, flexibility and work excellence in providing IT support to faculty.

Rapid Solutions Group – Long Island, NY

Helpdesk Analyst, (1999 to 2003) Handled technical troubleshooting within an enterprise environment, including system crashes, slow-downs and data recoveries. Engaged and tracked Priority 1 issues, with responsibility for the timely documentation, escalation (if appropriate), resolution and closure of trouble tickets.

Available for Relocation & Travel

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