Manager Desktop Support

Les Lewis

Leslie H. Lewis

*** ****** ****, ********* ** 60404

(C) 815-***-**** (E) **********@*****.***

Summary

Desktop Services Manager with background in IT, project management and technical support.

Successful at driving financial and productivity results. Self-motivated with strong interpersonal skills. Highly skills at building and managing strong team dynamics. Highlights

● Troubleshooting proficiency ● Customer service expert

● Vast technical knowledge ● Patient and diligent

● Fast learner ● Skilled at mediation

● Skilled multi-tasker ● Strong analytical skills

● Windows XP/7/8/10 ● Hands-on and proactive

● Accomplished with mobile devices ● Excellent problem-solving abilities

● Microsoft Office expert ● Internet/Intranet development

● Local/remote systems support ● Computer applications

● System upgrades ● Strong advocate of mentoring

subordinates and coworkers

● Technical help desk experience

● Team building/leadership

Experience

06/2008 - Current Environmental Systems Design Chicago, IL Service Center Manager, Senior Associate

● Manage the organization IT Service Desk, providing support to upwards of 280 personnel.

● Developed and implemented desktop configuration standards using Powershell and Desired State Configuration.

● Installed, configured and managed Microsoft SCCM 2016.

● Initiated a Service Desk ticketing system and provided reports on service metrics (started with Zendesk, switched to Spiceworks. Currently researching quality mid-level ITSM systems)

● Developed policies and procedures handbook.

● Initiating and developing the organization Sharepoint services.

● Streamlined and standardized workstation and laptop purchasing.

● Established ITIL standards within the organization.

● Mentors and train supporting IT technicians.

● Established policies and guidelines to move the Service Desk from being viewed as a cost center to being an integral part of the company strategic plan.

● Initiated new IT user policies: Work from home, Employee Purchase Plan, Standardized IT services and equipment, to name a few.

● Developed and manage a monthly IT newsletter used to share tricks, tips and What’s New with organization employee’s.

● Running a series of training seminars to teach employees how best to utilize the features available within Office 365. This includes classroom and video training. 06/2006 - 06/2008 Wareforce Oak Brook, IL

Information Systems Technician

● Provided desktop support for local and remote users throughout the Midwest and northwest United States as a consultant for Maersk.

● Trained remote IT technicians to a high standard to successfully win service contract with client.

● Managed network services for the local site.

03/1999 - 05/2001 Metro Information Services St Louis, MO Information Systems Technician/Project Manager

● Provided Y2K support for a large hospital network, including hardware/software upgrades.

● Held increasing responsibility from technician to team supervisor to project manager.

● Managed the most effective team, being responsible for upgrading 1000 computer with 6 people. Most teams had twice that number. 10/1995 - 10/1998 Matrixx Marketing Tucson, AZ

Information Systems Technician

● Provided IT support to 800+ local telemarketers with no assistance.

● Provided telecom and networking support.

● Researched and expanded the use of the telecom system, providing more and better services.

10/1985 - 10/1995 United States Air Force Tucson, AZ Information Systems Equipment Operator

● Developed an installation Computer Security program from scratch that became a standard at bases throughout the United States.

● Developed and built an NSA approved network linking an unclassified and classified network.

● Developed a training program for an intelligence network in use throughout South Korea and the Pacific area.

Education

1994 Community College of the Air Force, Tucson, AZ, USA Computer Science

Associate of Arts

Certifications

2012 HDI Desktop Support Manager

(ITIL based)

Certification # 3_81208HDI_DSM_CE

2017 ITIL Foundations certification

Apr 2017 – Present License GR750300855LL

Lean SixSigma White Belt

Management and Strategy Institute

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