Desktop Support Manager

Professional Summary

Accomplished, self-motivated, ITIL certified, IT professional. Balanced background includes management of Enterprise Support Teams, performing security audits, managing complex projects involving network infrastructure, design & deployment of enterprise critical services, and the development of processes and workflows in an effort to automate the ITIL life cycle of requests and incidents. Proficient with most Microsoft platforms and applications, exceptional communication skills, and exceedingly customer focused.

Key Relevant Skills

ITIL-certified

PMBOK-proficient and experienced with all stages of the Lifecycle

Operating Systems: Microsoft and Apple Platforms

Software, Applications, and Network Management: ITSM, Network Monitoring, Virus Protection, MDM, Disaster Recovery, Cloud Based File Sharing Solutions, Active Directory, Virtual Server, Spam Filtering, SSL VPN/Firewall

Microsoft: Proficient with all Microsfot Apps, platforms, and Software, including Office 365

Excellent problem solving and IT communication

Strong understanding of database technologies, and object-oriented programming languages

Key Accomplishments

CompTIA Network+

Microsoft Certified

ITIL certified

Relevant Work Experience

Diversified Automotive Incorporated (DAI), Ridgefield, NJ

Management

010.2017 – Present

Responsible for daily operations of multimillion dollar facility

Responsible for the negotiation and procurement of goods and services

Ensure & facilitate proper training and introduction

Manage and support technology

Subaru Distributors Corp. (Division of DAI), Orangeburg, NY

Systems Analyst/Project Manager/Service Delivery Coordinator

2005 – 2017

Developed change and Incident management strategies

Governed change and Incident management issues using Service Now and JIRA ITSM Software

Designed, deployed and continually improved procedures for application account requests

Audited processes and procedures, in an effort to provide Continual Service Improvements

Monitored and documented adherence of JSOX compliance

Developed, documented, and provisioned network infrastructure solutions

Applied qualitative and quantitative analysis to identify risks and impacts, develop responses, and document all risk data in The Risk Register and The Corporate Operations Manual

Subaru Distributors Corp. (Division of DAI), Orangeburg, NY (continued)

Providecd 24x7 technical support to 100+ users at multiple locations

Managed challenging complex projects to support critical business and IT strategies

Communicated effectively with executives and stakeholders on all IT issues and developments

Supported external customers

Developed and maintained mobile device applications

Bristol Myers Squibb, Plainsboro, NJ

Technical Project Manager

01.2004 – 12.2004

Oversee projects across all phases of lifecycle

Manager resources and monitor timeline progress

Responsible for distribution of status reports, and cost estimates

Unisys, Bluebell, PA

Director Field Support Services, Desktop Support Supervisor

01.1999 – 12.2003

Managed 20 team members on 4 support teams to successful outcomes

Directed technical staff to provide SLA driven Service Delivery Solutions and Desktop Support

Supervised a Release Deployment Team responsible for deployment preparation & Full Software Release

Responsible for the strategy development and the deployment of services into operation

Trained and supervised 20-30 employees responsible for assisting hundreds of Service Engineers to procure and expedite delivery of parts to meet SLA’s

Managed Executive Support Team, with 24-hour SLA’s, at a successful completion rate of 95%

Collaborated with Network Support Team to identify risks, provide preventative and corrective responses, and document in Risk Register

Sport Supply Group, Glenside, PA

Bid Specialist

01.1995 – 12.1998

Called on institutional organizations to procure, and submit time sensitive bids

Assisted clients post award to customize apparel and equipment

Collaborated with Sales Representative to develop key sales strategies and generate over $100k yearly

Education

West Chester University, West Chester, PA

Bachelor of Fine Arts in Graphic Design

Phi Delta Theta Fraternity

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