Manager Service

ROKE MAFNAS

**** **** ***** *****, ******, TX ***26 - 973-***-****

**.****.******@*****.***

TECHNICAL SKILLS

Accomplished at assessing needs and meeting goals with an ITIL concentrated Enterprise IT Department. Innovative Team Lead organized, dependable and reliable, independent and self-motivated yet cohesive team member

Exceptional troubleshooting skills on a PC hardware, laptop, desktop, printers, software platform, and other peripheral devices in an established corporate networked environment serving as a junior system administrator in Active Directory on a Windows Server plateau

Experienced using ticketing systems such as BMC Remedy, Service Now, CA Service Desk Manager, HP Service Manager, Track It; and skillful operating virus protection or malware removal programs such as Norton, McAfee, Malwarebytes, Ad-Adware, AVG, Avast, and Microsoft related software. Familiarity with remote tools; IE: TeamViewer, Dameware, VNC, Timbuktu

Proficient at translating non-technical customer descriptions to diagnose and resolve client issues and converting management objectives to increased efficiency and productivity

Adept at maintaining composure and professionalism during challenging service calls while providing thorough and detailed service with a strong focus on superior customer service performance

Demonstrate commitment to continued professional growth and development. Ability to work independently or in a team setting. Participate in cross-functional teams projects or assignments

EDUCATION

Management and Strategy Institute - August 31, 2017

Lean Six Sigma Certification (white belt)

Franklin Covey Leadership - August 2016

Great Leaders – Great Team – Great Results

Lean Six Sigma- October 2015

Intro to Lean Six Sigma Certification – Utilizing Kaizen and Lean Tools

Stephen Covey Leadership - August 2015

7 Habits of Highly Effective People

Sandvik Leadership - Jan 2012 to April 2012

Leadership Training

Tech Skills, 1999

CompTIA A+ Certification

HP Laser Jet/Brio/Kayak/Proliant Server

Acer Notebook

G.C.C.-Mangilao, GU – August 1993 to January 1994

Computer Science, COBOL, Intro to Data Processing, and QBasic

IBC-Tamuning, GU - October 1990 to March 1991

Information Processing Specialist, Lotus 1-2-3, Dbase, WordStar, Typing I, Business Math and Business Law

JFK H.S.-Tumon, GU - August 1982 to June 1985

General Studies, Industrial Arts, Basic Computer, Typing I

PROFESSIONAL EXPERIENCE

Field Nation December 2017 – Present

Consultant 973-***-****

Diagnose and troubleshoot Desktops, laptops, printers, POS IE: NEC, NCR, Toshiba

Replace and/or upgrade systems

Run and terminate CAT5 cable

Imaging and software configuration

Refresh hardware and Windows 10 upgrade rollouts

Data migration – backup and restore

Perform lifecycle management and update information systems

Hemmersbach US LLC, Miami, FL (working remotely in Dallas, TX) April 2014-October 2017

Service Delivery Manager 786-***-****

Effectively managed daily service delivery operations, escalation handling, process improvements, and transition & transformation

Service Implementation for dedicated customer projects

Control of SLA for resource and cost metrics to achieve KPI goals

Provide commercial and collaboration support with project teams.

Manage staff, new hires, scheduling, OT/vacation approvals

Familiar with ticket systems: Service Now, Remedy, HP Service Manager, CA Service Desk Manager for queue management, and report extraction and analyzation

Delegate or assign projects for execution and delivery.

Manage inventory lifecycle

Developed a strong and well maintained relationship with clients, partner management teams, and vendors within all levels

Professionally managed multiple accounts for implemented deals for dedicated customer projects in the Americas region.

Prepared weekly status report for management review

Conduct weekly and monthly staff governance meetings for update progress and project tracking and analysis

Assisted in desktop support duties as needed

Sandvik, Inc., Fair Lawn, NJ March 2014 - April2014

Help Desk Support 201-***-****

Provide phone and remote support

Create and dispatch tickets to Level 2 support.

Assist managing the Help Desk Inbox for new or pending issues

IBM (Sandvik, Inc.) Fair Lawn, NJ July 2011 – March 2014

Technical Team Lead / Local IT Coordinator 201-***-****

Manage daily operations for Local IT Support team

Monitor and maintain SLA metrics of service delivery for stakeholders

Implementation of new processes / procedures

Delegation or assigning of projects

Negotiate internal and external service level agreements

Escalation handling and drive resolution

Conduct weekly governance staff meetings

Travel to remote sites for services follow up

Conduct employee performance reviews

Other assigned project management duties

Managed hardware refresh lifecycle project

Managed new desktop image rollout project: XP to Windows 7 or as needed on laptops and desktops

Install, configure, and troubleshoot SCCM client for software patch and deployment

Manage lifecycles for all laptops, desktops and smart phones using inventory application I developed

Active Directory, Group policy, and SOPHOS management, new user setup

Pre-launch new Windows image and hardware testing, research and development

Smart phone setups; Android and Apple

Performed warranty work

Troubleshoot desktop issues; MS Office suite, Coromant,SCCM, VPN, Adobe Creative Suite, re-imaging

Create and publish online progress report

Merck Inc., Kenilworth, NJ September 2010 – December 2010

Desktop Support 908-***-****

Performed data migration and computer refresh project

Utilize Altiris app for software deployment

Configured proprietary applications, created computer names

Enabled user accounts or reset passwords in AD

Northwest/Delta Airlines, Newark, NJ May 2005 – April 2010

Field Engineer 734-***-****

Install and configure images for desktops, laptops, e-Ticket systems for interoperability

Maintained and repaired all printing and computer devices throughout sites

Monitor SLA ticket metrics via Infoman ticketing system

Handle escalations with drive to resolution

Provided remote support via Remote Desktop, DameWare, or VNC.

Maintain all system inventories

CAT5 cabling and cable management

Install, configure, and troubleshoot all software EX: Microsoft Suite, AS400, IE, AOP, DeltaMatics, Citrix Client, Radia, and Norton Anti-virus

Managed XP to Vista rollout upgrade

Performed preventive maintenance on all desktops, laptops, and printers

Conducted and managed hardware refresh/upgrade rollout projects in multiple airports

Provided network support for Cisco switch and router replacement

Completed project for dual hardware/software installation during company merger.

Setup and tested ticket counter systems for seasonal travel overseas

Troubleshoot all desktop, laptop, or software issues.

DoveBid Inc., Foster City July 2002 – May 2005

Technical Support Services 650-***-****

Provided desktop technical support for all end users nationally and globally.

Imaged all desktops and laptops using Ghost V7.0.

Installed and configured various applications and software for user setup; EX: Microsoft Office Suite, Cisco VPN

Run report logs for WAN and Firewall data traffic status.

Monitored bandwidth and checked for packet lost using network sniffer application

Pack and send computer equipment to remote users nationwide and globally.

Provided companywide remote support utilizing Timbuktu or Dameware

Used HFNetchk tool to scan and push out security patches system updates, and fixes to all end users

Manage Technical Support mailbox.

Managed O/S rollout from W2K to XP.

Create NT and Exchanger Server accounts for onboarding new hires. Also, deleted or disabled user accounts for off boarding

Perform field service calls to remote office.

Assist in installing Cisco switches, PIX Firewall, Compaq and Sun Micro system servers.

Setup email accounts in Exchange and created shared network drives

Managed hardware refresh rollout to all users

Assisted in the test network environment setup and configuration

Test and research new image on VM setting

Install, configure, and troubleshoot Norton Enterprise Anti-Virus software

Maintained and tracked all computer hardware inventory

BeyonDSL, Woodland, CA January 2002 – March 2002

Wireless Technician 530-***-****

Configured and installed 2.4MHz Breeze Com wireless radios

Conducted line of site survey for installation quote.

Managed inventory listing on all parts and IP addresses

Installed and mounted antennas, LMR400 cable and lightning arrestors

24-hour on-call technical support for wireless issues or outages.

Continental Airlines, Tamuning, GU October 2000 – September 2001

IT Specialist 671-***-****

Provided desktop and network support for users locally and off-island.

Installed various proprietary and commercial software

Diagnose and repair laptops, desktops, and laser Jet printers.

Software configuration for various applications and access.

Assisted in network equipment and fiber installation refresh project

Installed and terminated CAT5 network cabling and conducted cable management for MDF and IDF rooms.

Perform preventive maintenance on all laptops, desktop, and printers.

Managed W2K and hardware refresh rollout

Managed data migration for all end users.

Created documentation on technical procedures for software, hardware installation and upgrades.

**References available upon request

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