Manager Desktop Support
Resume:
LANCE STRICKLAND
Hagerstown, MD 21740
**************@*****.***
PROFESSIONAL PROFILE
I have more than five years of experience in Information Technology (IT) and more than 15 years of management experience. I can work independently and have excellent organizational and interpersonal skills. I am flexible, hardworking, and highly motivated. I am also able to work in a fast-paced, high-pressure environment and manage multiple tasks at once. I always maintain a professional appearance and positive attitude. I have excellent organizational skills, the ability to work in large-scale projects, and excel at face-to-face customer contact at all levels. I have solid communications skills with the ability to effectively communicate, both orally and in writing, to clients and all levels of management.
CERTIFICATIONS/CLEARANCE
ITIL Foundation (in process)
CompTia A+ (previously held)
CompTia Network+ (previously held)
CompTia Security+ (previously held)
Security Clearance: Public Trust
SKILLS
MS Windows 9.x, 2000, Win 7, Win 10
Active Directory
Cisco VPN Client
MS Web Access Outlook
Remote Desktop Connection
Blackberry Configuration
webRH
MS Office Suite 2000-10
Adobe Acrobat 8, 9, X
HP Service Manager and ServiceNow
Cisco IP Communicator
Microsoft Software Center
PROFESSIONAL EXPERIENCE
PROJECT MANAGER/ RDC & INSTALLATIONS MANAGER FDA – OPEN TECHNOLOGY GROUP (11/2014 – PRESENT)
Provide RDC Management support for Food and Drug Administration (FDA) at Wilkins and White Oak facilities IT equipment and accessories. Provide daily schedule routine based on workflow to deliver and receive equipment through the Barcode System (BCS) and HP Service Manager (HPSM) and ServiceNow ticket management.
Manage and oversee staff of four computer installers and eight RDC staff:
oInstall, setup, and configure laptop/desktop within project scope and timelines,
oAssign, schedule, and review work of subordinates, and
oParticipate in the hiring and annual review process as well as time sheet approval.
Coordinate internal IT laptop/desktop projects ensuring that implementations are ready as required by client deadlines.
Engage the customer to determine and interpret daily challenges in the work environment.
Proven ability to resolve complex problems, quickly diagnosing and identifying issues and determining the proper resolutions.
Provides project status reporting and interface with Government management and technical staff.
Update BCS daily based on Laptop/Desktop Installation Nightly Reports.
Provide Transfer to Queue information based on Pending delivery queues for RDC and WORDC.
QA DS and DL reports that are sent out based on BCS to review for accuracy/corrections to be delivered.
Analyze, prepare, and document operational procedures and technical guidelines (i.e., SOPs, SOWs).
Perform analysis of Property Transfer/Laptop Refresh Drop off list report to signature information in BCS.
Contact with CITL/POC/User for follow up and obtain CITL/POC/User signatures.
QA all weekly and monthly reporting prior to submittal to FDA.
Implementation and management of all aspects of team Microsoft SharePoint site.
Periodic inspection of HPSM/ServiceNow tickets and inspect service level agreements.
Assist in laptop/desktop top offs and imaging as needed.
Manage multiple special projects and maintain communication with interested parties.
Monthly inspection of customer satisfaction surveys.
SR. PC INSTALLER/TECHNICIAN FDA – APEXIS SOLUTIONS LLC (11/2013 – 11/2014)
Performed complex laptop/desktop data migrations, installations, upgrades, and backups of software and hardware applications.
Determined method and procedures for troubleshooting software and hardware failures, and identified network problems that relate to laptops, desktops and servers.
Set up and tested complex laptop/desktop systems, servers, peripherals, and software for Windows environments.
Provided general and software support for users, provided user training, and guided users having difficulty with laptop/desktop computer peripherals or software.
Determined methods or techniques to analyze test and diagnose failed laptop, desktop and software and coordinates repairs. Identifies and troubleshoots network and server issues.
Coordinated with vendors to resolve laptop/desktop hardware software issues and reviewed and recommended new hardware and software.
Prepared and maintained electronic and hardcopy reports and logs of daily tasks and projects and equipment inventories.
Assisted in planning and designing laptop/desktop support systems and procedures.
Assisted with the Service Desk and provided telephone support, arranged for service of trouble calls to users, and provided user training.
Assisted with Laptop/Desktop Support and Systems teams in an Enterprise Active Directory infrastructure.
Demonstrated a complete understanding and knowledge of all versions of Windows OS.
Designated as Point of Contact of designated geographical area for Center IT Liaisons and other federal customers.
REVIEW & HERALD PUBLISHING ASSOCIATION, PROJECT MANAGER (10/2002 – 10/2010)
Supervised and coordinated outgoing shipping activities that accounted for approximately $750,000 in revenue for highly sensitive, dated material (domestic and international).
Oversaw all warehouse operations, including logistics of division operations, inventory control, and inspected loading operations to ensure compliance.
Participated in hiring decisions and supervised 15 to 20 employees, including employee evaluations.
Adept training skills, from beginning to following through with employee.
Maintained highest productivity and quality standards by assessing workload, processes, and staff interests and talents, aligning task assignments with individual abilities and providing areas of growth.
Delivered ongoing staff training on policies and procedures.
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