Thomas Calabria
Pomona, NY
ac4goo@r.postjobfree.com - H-845-***-**** \ C- 914-***-****
OBJECTIVE:
Manage and coordinate all desktop support within the Orange Regional Medical Center. Responsibilities include, supporting a diverse population in 6 different locations 24/7 operation. ORMC is an ITIL environment that focuses on how to deliver value to the business and business units; I focus on documentation and strengthening our process to ensure a better working environment. Manage and organize the leverage of 7 technicians within and off site environment, and handle all high level executive support.
Highly skilled in Microsoft Office suites, 2003, 2007, 2010, 2011, 2013
Microsoft Access
SQL Server 2005
Market Data – Install and configuration
Windows server 2008 - Experience in Active Directory, configuring New hires, password change, Assigning Users and PC’s to groups
Asset Management – Hardware
Highly skilled in troubleshooting hardware, software, network connections, OS issues
Skilled in Desktop, Laptop and Printer hardware repair\ and printer configurations
Software install and configuration
Establish network patching connections. Identifying faulty network connections
Blackberry – activation, outlook creation, folder redirection
IPhone email configurations \ IPads setups, Air-Watch
Migration from XP to Win7 – Supported user with any issues containing to the migration, such as missing folders, network drive connection, monitor configurations, license software installs
EXPERIENCE:
NITHEALTH
IT Manager Support Services March, 2015 to Present
Hands-on Manager
Serve as point of information and direction for the service desk analysts
Provide support 3nd level support within the ORMC Hospital and surrounding building within the area
Provide support 3nd level support within the CRMC Hospital and surrounding building within the area
Provide Leadership of a team of 7 technicians Excellent leadership qualities and organization skills
Responsible for managing Projects, and deployments
Have bi-weekly meeting, improve process to increase productivity
Manage 24/7 operation \ PTO Time \
Responsible for all SLA’s within the ticketing system (CRM)
Responsible all reporting – Aged tickets, Ticket closers, Roll call
Monitoring all tickets progress from opening to closing – follow-up with clients
Tickets auditing - Checking for ticket documentation
Excellent communication and customer skills – Setting scope for service, follow-up through ticket progress
Run back-up tape on a daily, weekly, monthly bases
Cable patching in data center for connectivity
WOW repairs and deployments
Symbol handheld scanners, Zebra printers
Accomplishments:
Set standards in customer service
Open communication between team players, sharing information in resolutions
Setting standards on projects
Set standards for PC upgrades for entire hospital
Successfully implemented PC, Printer, Software, deployment for new wing
Understanding of ITIL process and procedures
Increase productivity by 60%
Project Management
A.New wing at Orange Regional Medical Center
B.New Urgent Care facility in Monroe N.Y
C.New Urgent Care facility in Catskill Region
NSCGlobal \ Morgan Stanley February, 2008 to January, 2015
Desktop Support Technician – Team Lead
Provided 2nd level support for 2000+ users within the midtown area
I have 5 years’ experience leading a successful team of 15 technicians within the Morgan Stanley environment.
Responsible for escalations to upper management – All urgent matters pertaining to complaints, outages, trending
Responsible for all SLA’s within the ticketing system (Service Now)
Responsible all reporting – Aged tickets, Ticket closers, Roll call
Monitoring all tickets progress from opening to closing – follow-up with clients
Tickets auditing - Checking for ticket documentation and applying correct TOT Coding
Managing technicians PTO time, Balancing staff at each location
Excellent communication and customer skills – Setting scope for service, follow-up through ticket progress
Excellent leadership qualities and organization skills – Have bi-weekly meeting, improve process to increase productivity
Act as a liaison between technicians, Service mangers, and upper management
Responsible for coaching technicians reasonability’s, company policy, and training
Accomplishments:
Promoted to Team Lead \ Supervisor
Lead a successful Team of 15 technicians in multiple locations
Reduce high amounts of SLA
Produce better working environment for technicians – increase productivity
Produce documentation on customer service – Technicians responsibilities and duties when communicating with a client
Sanofi-Aventis 04/2003 - 02/2008
Asset Management \Desktop Technician
Responsible for all installations, PC equipment upgrades, IBM and OEM desktop systems, servers, printers
Asset control (Hardware)
Assist and participate in planning and designed to increase productivity and efficiency in inventory control
Managed asset disposal, liquidated assets and raised receivables
Involved in migration upgrades, imaging, and installing all assets
Blackberry configuration
Coordinating Moves
PC Installs
New Hire setups
Accomplishments:
Asset control – reduce the amount of missing equipment within the firm
Refurbish equipment for resell and increase receivables
Migration project – Designed room for imaging, switches, cabling
Promoted to IMAC support
EDUCATION:
A.A.S. CCNA – Computer Networking
Suny Rockland College
B.S. Computer Information Systems
University of Phoenix