Manager Help Desk

INFORMATION TECHNOLOGY LEADER

PERFORMANCE PROFILE

IT Leader with diverse technical services management experience in desktop/server systems support, systems analysis, systems administration, and operations supervision covering PC, LAN, and Telecommunications for financial services and healthcare environments. Proven record of success in the operating of multinational matrix organizations and ensuring streamlined process development for business operations. Expert in analyzing data, resolving problems, and providing C-level management strategic options in technical services. Experienced in project management of system installations, computer/systems operations, and technical support; tracking project work of engineering and IT to ensure projects are completed on time and within budget according to specifications. Well-versed in Microsoft environments including Avaya and Cisco Telecommunications Administration. Collaborative team leader providing ongoing support and mentorship to team members and able to work well with all levels of corporate and customer personnel, gaining recognition for excellent response time and quality service in attending critical situations and ensuring operational efficiency.

COMPETENCIES

Agile Scrum Master (2018)

Client Relationships

Crisis Management

Business Development

Vendor Management

ITIL Certified (2012)

MS Certified Professional (2010)

Excellent Communication Skills

Certified Novell Administrator (2000)

Strategic Planning & Analysis

Project Management

Team Leadership

Mentorship Team

Certified Bloomberg Tech (2017)

IT Asset Management

TECHNICAL SKILLSET

Operating Systems: Linux Redhat, NetWare 3.12 and NetWare 4.11/5. Windows XP, Windows 7, Windows 10 machine and Windows 2003 Server, Windows 2008 R2 Server, Windows 2012 R2Server

Application Software: Active Directory, Abode Acrobat, c. Support, Crystal Reports, Evernote, Lotus SmartSuite, Microsoft Office 2003/2016, Paradox, Symantec Backup Exec, PC Anywhere32, TeamViewer, RDP, Support Magic, Trackit, ServiceNow, Zendesk.

Email/ Internet Software: Lotus Notes, Internet Explorer, MDM MobileIron, Microsoft Exchange 2003/2016, Microsoft Outlook, Proof Point, Websense.

Networking: Citrix, Ethernet, Hubs, Internet, Intranets, ISDN, LAN, WAN, Network Protocols IPX/SPX, Net BEUI, TCP/IP, SMS, STMP, T1, VM Ware 6.0, Unitrends and VPN

Analytic Software: Bloomberg, Bond VU, Credit Scope, DBC, Muni IRIS, ICE, NetX360, Perform, Pitchbook, Reflections, Salesforce CRM, S&P and Thomson Financial

Telecommunications: Avaya Message Manager, Avaya Definity Site Administration, Definity Switches, Avaya Intuity AUDIX, Blackberry BES server, BT Turret, MobileIron (MDM), Cisco VOIP, Cisco Call Manager Administration, Cisco Unity Messaging, Voice Director, Unified Communication as a service, hosted cloud solutions and migration from VOIP to host cloud voice, RingCentral Windstream hosted cloud solution and Speakerbus installation and configuration of the 4 Channel ISeries (Hoot)

PROFESSIONAL EXPERIENCE

ZIEGLER CAPITAL MARKET GROUP, Chicago, IL 9/2000 – 11/2017

Sr. IT Manager, 9/2014 – 11/2017

Key Achievement: Implemented a new e-procurement cloud-based software solution/system (Coupa) that delivered data on real-time pend, control and compliance with one simplified platform to provide efficiency, productivity, and cost-effective savings for the organization.

Proactively administer a $5 million budget by controlling all aspects of department and staff management, including coaching for success, improvement, reward, and recognition; providing strong leadership to direct reports and their teams, driving employee goal development.

Create/deliver a high-performance IT team that is committed to exceptional customer service, high availability of IT services and systems, and rapid response to critical business needs and established a governance group for the IT Projects utilizing ITIL methodology

Achieve capital and opex budget in conjunction with business requirements.

Effectively maintain knowledge of existing technologies, including new products as well as continue communication with customers.

Managed the help desk, remote team of engineers and app developers totaling 15 team members

Research latest IT initiatives in related industries and review their applicability to company strategies with the CEO and Executive Team

Managed and maintained WAN for 21 offices, 36 home users, and 15 executive suites.

Data systems, database, including SAN and VM infrastructure design, technical and financial/procurement roles, network experience and working in the economic space (banking, trading or exchange).

IT Asset Management Inventory by supplying and managing materials, including workstations, parts and components, and other, general computer peripherals, as well as working closely with new and existing IT vendors.

Managed and maintain parts inventory. Reviewed supplies/managed stock and inventory turnover to establish and maintain adequate inventory levels and minimize holding costs; make purchasing decisions for inventory replenishment.

IT Manager, 9/2006 – 9/2014

Key Achievement: Renegotiated technology services and contracts as well as analyzed technology expenses resulting in savings to the organization of $200,000 annually. Strategically cut annual mobile device costs by implementing “Bring Your Own Device” program, which subsequently saved the firm $500,000 annually.

Achieved a committed staff for IT and project management by sourcing talent, training and development, performance management, mentoring, and succession planning.

Retained a motivated IT department/team by setting goal strategy, objectives, and operating procedures with challenging expectations. Developed and implemented methods for evaluating and measuring IT performance/productivity, output quality, and cost-effectiveness. Served as an advocate for the organization's IT vision via continuous communications with the executives, department heads, and end users.

Identified opportunities for the appropriate and cost-effective investment of financial resources in IT systems and resources, including staffing, sourcing, purchasing, and in-house development.

Developed and maintained relationships with key vendors to leverage their capabilities to company benefit to achieve strategic objectives.

Help Desk Manager, 9/2003 – 9/2006

Key Achievement: Customer Services was at an all-time high providing the white glove services; created a High-Five initiative for the team to address needs, resulting in positive outcomes.

Accountable for ensuring users are provided efficient and timely first, second, and third level support on a 24x7 basis; performed staff scheduling to ensure Help Desk coverage during regular business hours and on-call support as required.

Managed Help Desk staff including consultation on performance evaluations, promotions, hiring, training, and disciplinary actions. Provided staff support for administrative tasks/projects related to Desktop, Wide Area Network, Local Area Network, and Telephone. Monitor problem management database and follows up with assigned personnel to ensure timely resolution of problems.

Maintained a central source of information enabling Help Desk staff and support technicians to recover outages with minimal disruption to expected service levels.

Invoked problem escalation procedures to coordinate recovery; isolated problem trends and ensured that troubleshooting efforts are completed for recurring problems until permanent solutions are found.

LAN Analyst, 9/2000 – 9/2003

Key Achievement: Managed to establish a help desk team after two years

Courteous and timely response to support requests submitted to the service desk via telephone, email, or other communication methods. Troubleshoot hardware and software problems by interviewing users to collect information and document requests for support in the tracking system.

Accomplished Active Directory duties including password reset and unlocking of accounts; additionally, performed hardware and software installations, configurations and updates as needed, including new user set-ups, moves, new computer installations.

Escalated relevant issues to the IT Support Services Manager and prepared clear instructions on common problems to assist users.

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CENTRAL DUPAGE HEALTH SYSTEM, Winfield, IL 3/1997 – 9/2000

Network Analyst

Key Achievement: Maintained 6 off-site locations are providing second and third level input for 2000 users.

Effectively troubleshot network printing, servers (IBM, Citrix, and Delta), and software issues.

Performed installation and configuration of network printers (Lexmark, IBM, HP), setting up Novell, OS/2, and Windows NT workstations and servers.

Accomplished configuring OS/2 and AS/400 operating systems and providing support for mobile clients using remote access services and email.

EDUCATION

Northern Illinois University, DeKalb, IL

B.S in Business Management

Recipient of the Business Division Scholarship

GPA 4.0

IIT Technology, Oak Brook, IL

Information Technology Systems w/ Network Administration

ZIEGLER HONORS/AWARDS

Circle of Excellence (2007) Paragon Award (2007) Performance Award (2002)

Leverage Person of the year (2016) Service Excellence (2006) Ensemble award (2001)

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