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IT Services manager

Bayonne, NJ
March 13, 2019

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Jude P Sanon

* ***** ***** *******, ** *****


Management: Experienced IT Services Manager utilizing a management via reporting approach leveraging company resources to achieve goals. Successful personnel management achievement by exercising clear communication, task prioritization, time management, training and development.

IT Systems: PC, MAC, iOS, Android, MS Windows / Server, Mac OSX, MS Office, Chromebook OS, LANrev, POS systems.

Professional Experience

Altice USA, Newark, NJ (Oct 2017 – Feb 2019)

Tech Support Associate (Residential and Business Support)

IT Service Delivery Help Desk providing Tier 1 & 2 ISP and VOIP connectivity support to residential as well as small to mid-size businesses.

Responsibilities include providing support utilizing both commercial and native tools to troubleshoot end user networking issues to resolution.

Enterprise / Residential network monitoring, providing system escalation and coordination among all Departments (IT or external) as well as preparing Senior Management alert notifications and distribution.

Network Asset deployment, service call, scheduling, routing, to assure continuous service with minimal disruption.

Handled third-party partner support with various local municipalities, contractors to issue resolution.

Managed reporting of device installation, move/transfer, provisioning, firmware updates, troubleshooting including DOCSIS Modems, Routers, VOIP systems, switches, access points using networking, and various internal tools.

Documenting solution, fixes, escalations using Remedy BMC and IDA Ticket Systems.

ICC / Dell Managed Services, East Rutherford, NJ (April 2010 – Sept 2017)

IT Support Manager (Dell Services Support for NYC Depts. of Education, Sanitation, Police, Aging)

Strategic planning, implementation and management of mid to large scale asset deployment, across various Dell Services accounts.

Managing staff of over 25 including Lead Technicians, Break-Fix Technicians, Drivers, and Field Supervisors.

Provided asset tracking & support of 20,000+ assets within the NYC Dept of Education divisions.

Provided Excel, Database reporting, Ad-Hoc reporting, Help Desk, Trouble Ticket, logistical, technical support for both field as well as upper management staff.

Asset deployment, service call, scheduling, routing, and coordination of all services.

Handled Vendor / Client & Service Provider escalations with various resolution scenario suggestions.

Auditing of inventory, site surveys, invoicing, and live data reporting.

Development and compliance enforcement of operational standards, procedural protocols / incident and root cause analysis.

Amber Charter School, New York City, NY (Aug 2008- Mar 2010)

IT Support Data Manager

Implementation and maintenance of student data management via Pearson Power School, Inform, NYCDOE ATS

Provided reporting data collection solutions via Excel, Pearson Object and Assessment reports.

Provided overall technical support for all Servers, PCs, network, and mobile systems.

Assuring continual compliance and reporting with NYCDOE SUNY Charter Schools Institute.

Transcare, Brooklyn, NY (Sep 2006 - Mar 2008)

NYC Operations Manager

Provided analysis, historic, statistical data for Ambulance, Ambulette, Para-Transit routing and Deployment.

Provided forecasting and scheduling of patient transport turn-out of resources by daily, weekly and monthly needs.

Responsible for managing, directing, controlling the day-to-day logistical transportation services.

Supervised Operations Department staff consisting of 8 Shift Supervisors, 5 Field Supervisors, 3 Operations Representatives and over 80 Core EMT / Paramedic staff.

Additional Skills

Project management & coordination, IT Dispatching, Level 2 End User Desktop Support.

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