Mandi Friedman

972-***-****

ac567q@r.postjobfree.com

IT Service Desk Manger

IT Analyst Advanced Support

Over View:

Problem Management: Identify issues across various database and application systems, and drive to resolution.

Critical Incident Management: ITIL process proactive and reactive approach in resolution and post-interim approach.

Ticketing Systems: Service Now, BMC Remedy

Training and Evaluation: Metrics under ITIL to progress KPI and agents performance.

User Management: Active Directory, AS400, VPN, creation, reset, delete, and disable accounts.

SCCM – CCM Asset administration

Virtualization: Citrix Management console

Microsoft: Active Directory, Office 365, Exchange management.

Cisco VPN

Multifactor Authentication for SOX compliance.

HCL Technologies Oct.8, 2014 – Present

IT Quality Assurance, Sr. Analyst HCL America Technologies

Critical Incident management: Severity 1 and 2 escalated IT issues. Bridge calls to engage teams for resolution.

Creating tickets in the PDSM/SNOW ticketing system. Analysing where tickets would be escalated and assigning the ticket to the appropriate group.

Analyzed reports then performed coaching, and administering IT training for agents.

Training agents call quality.

Utilize functions with Active Directory, Asserting Access rights and privileges, maintaining user status.

Monitor calls evaluating agent’s performance.

Approved proposed Knowledge Base articles.

Managed team of 34 full time employees and 15 contractors

Lead resolver for executive staff, SVP, AVP, VP.

Lead critical incident manager for outages on P1 and P2 escalations.

Root cause analysis for Sev1 and Sev2 issues.

Confirm communication quality for B2B and B2C.

Fujitsu July 2012 – March 2014

Command Center – Operations Support

Manage technicians for onsite calls and quality work.

Troubleshoot easy to complex technical issues to both Field Techs and End Users

SCCM 2007/2008 – OS Deployment and troubleshooting various devices for XP and Windows 7/8

Point of Sale System – Administering Servers, virtualization for load balancer and networking.

Troubleshooting all issues on Star, Bus and Tree Network Topology Networks within the Retail POS

Perform various tasks and troubleshooting both hardware and software related to PC, Switch, Copier, Printer, Hand Scanner, Card Reader and POS installation and support.

Assist On-site tech with installation of networking devices and configurations. Networking and in-cabling remediation

Assist end-users in accessing information, troubleshooting problems and resolving system inquires via Help Desk system.

Assist Field Tech, Wiring Field Techs, Store employee in installation and troubleshooting of PC, Switch, Copier, Printer, POS, any of the stores devices.

Fixture Builds, Setups and Modifications.

Documenting all aspects of the work, troubleshooting issues

Documentation of all clients Old and New or Replacement Devices for Inventory or Retirement

Assist with Network Administration, troubleshooting and connectivity problems.

Direct and Support Field Technicians on

Geeks On-Site June 2013 – October 2014

Field Support Technician

Troubleshoot Hardware and Software Issues with All OS and Computers, Laptops, Networking Equipment and all other peripherals.

Troubleshoot Networking Issues in home and small business.

Restore Operating Systems.

Upgrade and Replace Hardware.

Ability to meet demands, exceed goals and expectations.

Organized and multi-task several projects simultaneously.

Provide excellent customer service to the End-User.

Provide customer with suggested upgrades that would benefit their needs.

Tutorial and Training given to the customer as determined.

AT&T U-Verse (contract) Dec 2010 – Sept 2011

Tier 2 Asst. Manager of T2 Tech Support Team

Provide weekly ongoing Technical Support Training to Tier 2 agents.

Monitor calls and tickets to provide recommendation, training or disciplinary actions to assist the 15 associates on my team.

Weekly Excel spreadsheets providing all Productivity data required by Management (SLA, Call times, Quality of support, etc).

Ability to resolve issues on-going with all U-Verse related products.

Perform well under stressful, time-sensitive conditions.

Adapting readily to rapidly within an evolving environment.

Resolving or Escalating issues or resolution with existing U-Verse Services

DELL/ASAP Software May 2006 – Mar 2008

Dell Systems Analyst – Maintain online library software knowledge base.

Provided training for internal managers, associates and external customers on software systems procurement.

Maintaining online Software Library.

Uploading new software, or in efforts to remove corrupted online software, replacing disks then finalizing and confirming link and software are accurate.

Maintain mapping of product categories between ASAP back-end and CNET Data-Source. Critical to providing accurate product searches in E-Way website.

Worked with the E-Way Development team and our Web Designer to maintain our eBusiness applications .

Maintain ESD offering. Includes working with product management to identify current popular products, worked with purchasing to obtain media, and staff within the warehouse to BOB products.

Worked with the sales force and customers to Set-up new customers accounts on E-Way website, test accounts, mailed welcome kits and followed up advising new users on obtain software on our E-Way website interface with customers, prospects, sales force and other key areas of the company. To assist with set-up, testing, and ongoing support of ASAP’s eBusiness applications and initiatives.

Education

JVS (Clerical Vocation) Certificate 1982

McHenry County College, Crystal Lake IL, 2 years AS Computer Information Systems (CIS)

Army – Military Police and Airborne Training

Professional References:

Anton Gladchenko - Windows System Administrator, Team Lead - HCL 903-***-****

Lauren Williams - Manager – Fujitsu 972-***-****

Andrew Hale - Spec.HelpDesk Fujitsu and Tier 2 Helpdesk - AT&T Uverse - 469-***-****

Ross Earnhardt - Exec. Help Desk -AT&T Uverse 469-***-****

Michael Negron - Asst. Manager- AT&T Uverse 817-***-****

Brad Griffin - Command Center – Reddyice - 214-***-****

Michael Holdbrook - Enterprise Support – Fujitsu - 214-***-****

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