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Manager Technical Support / Help Desk

Atlanta, Georgia, United States
April 25, 2019

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Marietta, GA - Phone: 404-***-**** - -


IT Service Management • Incident Management • Technical Support • Network Administration


Proven Management Experience: Effective manager, project manager, and team leader, able to train and mentor professionals in equipment, processes, and procedures.

Project Coordination and Teamwork: Solid experience handling multiple projects with demanding deadlines and SLA timelines.

Exceptional Communication Skills: Exhibited by skill in working closely with customers to identify and resolve problems; ability to convey technical concepts to non-technical audience.

Technical Strengths: Up-to-date IT Professional with over 15 years of experience managing IT systems, projects, and teams; possess strong background in technical support and administration.

Effective Problem Solving Skills: Superior troubleshooting skills with exceptional focus and follow-through abilities.

Proficient in the use of: Various incident tracking systems, such as ServiceNow, Remedy, and Maximo.


Alliant Insurance Services, Alpharetta, GA

Sr. Helpdesk/Service Management – Queue Manager, 9/2014-Present

Responsibilities include active role as Queue Manager which requires the monitoring and triage of incident queues, then assigning tickets to appropriate resources for troubleshooting and ticket resolution.

Ensure all tickets are being updated appropriately and SLAs are maintained by following up with the technicians on open tickets, when needed. Also, serve as initial escalation point for unresolved incidents.

Responsible for taking ownership of high priority incidents and working closely with Tier 2/3 support teams to resolve complex user and desktop issues, facilitating the resolution from beginning to end.

Participate in evaluating, developing and improving the incident management process and procedures, including changes to the ServiceNow ticketing system.

Assist with the Change Management Review and Root Cause Analysis processes.

Provide expert on-site and remote technical support for end users. Provide basic network troubleshooting and administration including that of user accounts & groups in Active Directory.

CompuCom Systems, Atlanta, GA

Tier 2 IT Support Technician, 7/2011-9/2014

Provided setup and technical support for desktops, laptops, printers, Cisco video conferencing units and VOIP desk phones.

Also provided on-site and remote technical support for various Windows Operating Systems (Windows 7, & XP), MS Office Suite (2010, 2007, & 2003), and internal company applications.

Imaged machines using Symantec Ghost and Microsoft SCCM for initial deployment to users and the migration of users from Windows XP to a Windows 7 environment.

Assisted with establishing business continuity, disaster recovery, and improved incident response times.

IBM (outsourced from Georgia Technology Authority), Atlanta, GA

Team Lead - Service Desk Specialist (IBM), 4/2008 – 4/2010

Unit Supervisor, Service Desk (Georgia Technology Authority), 6/2006 – 4/2008

Responsible for overseeing, managing, and providing technical backup for a team of Tier 1 Technical Operations Analysts and all activities associated with the identification, prioritization, and resolution of reported issues in support of providing world class customer service to users.

Provided leadership over case logging and escalation using the Incident and Problem Management process as defined by ITIL.

Monitored technical support queues and assigned incidents and work orders to service desk and desktop support staff.

Collaborated closely with Tier 2 & 3 support engineers and helpdesk personnel for problem resolution.

Monitored staffing levels and training needs to ensure appropriate coverage to handle support requests.

Oversaw monitoring of various platforms including: Windows; UNIX, UNISYS, and IBM Mainframes, using tools and protocols such as MOM, Big Brother Professional, TMON, MVS, CICS, ISPF, TSO, TCP/IP, and Control-M in order to ensure maximum system performance.

Measured and reported technical support performance to upper management.

Assisted with creating and updating procedures, call logs, other documentation.

Followed-up with users and technical staff to ensure problem resolution and customer satisfaction.

Worked to enhance team relationships with other Helpdesk, Support Groups, and Business Units.

NACOM Corporation, Griffin, GA

Network Analyst, 10/2000 – 6/2006

Provided technical support for system users, which included troubleshooting of issues involving computer hardware, operating systems, and standard and proprietary applications.

Worked closely with the L3 staff to resolve technical issues, as well as perform routine tasks such as server reboots, user and group administration, and client/server disaster recovery planning.

Administered and maintained user accounts in Active Directory, Novell Netware, GroupWise, and J.D. Edwards.

Evaluated emerging technology and products. Then recommended new products that would increase efficiency and productivity.

Planned and lead several projects to successful completion, while managing deadlines and tight budgets.

Previous experience includes IT Instructor with Javelin Technical Training Center, Network Engineer I with Orange County Property Appraiser, Computer Integration Team Lead with Advantor Corporation, Operations Manager with KAMCO, Incorporated; Senior Computer Operator with Grumman Technical Services; Helpdesk Analyst with Software Support, Incorporated; and Field Engineer with MicroAge Computers, Incorporated.


Bachelor of Science Degree in Technical Management - Business Information Systems, DeVry University

Associate of Science Degree in Computer Engineering Technology, Keiser University

Technical Certifications: COMPTIA A+, Microsoft Certified Professional (Server 2003, XP, NT 4.0 Workstation, NT 4.0 Server, NT 4.0 Enterprise), ITIL Foundations Certified, Networking Essentials, and TCP/IP.

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