Desktop Support Manager
Resume:
Greg Oliver
OBJECTIVES:
I am interested in pursuing a career in Information Technology that is customer service oriented that will further grow and develop my skills in technology.
TECHNICAL EXPERTISE:
●Wrote and revised user-training manuals, processes and procedures.
●Performed remote software installations, testing and diagnostics of high-end proprietary software, traversing multiple operating systems.
●Supported customers with hardware/software issues as well as data or software migrations.
●Serviced numerous business and residential equipment encompassing all kinds of makes and models.
●Installed/deployed, software applications, upgrades, migrations and patches.
●Server patching, testing, and troubleshooting.
●Managed security of sensitive data and computer equipment.
●Experience in a huge variety of software on multiple OS’s.
oExpert in Win 2000, XP, Vista, 7, 10, Server 2003. Proficient with Apple OS’s.
oMS Office Suite, Forms, Flows, SharePoint, Orchestrator, PowerShell, Power BI, Office 365, Service Manager, Active Directory, Citrix, Avaya, TCP/IP, CA, SCSM, SysAid, server management, among many others.
EMPLOYMENT HISTORY:
Louisiana Pacific 3/2017 – 12/2018
●IT Helpdesk Desk Manager/System Administrator (Project focused) – Managing 6 Helpdesk employees in a tier structured department from level 1-3.
●Played a primary role in our IT Cyber Security Response Team – IT Security Coordinator.
●Designed metrics dashboards utilizing MS Power BI for service desk ticket KPI reporting.
●Created visual dashboards using Chronicall software for real time Service Desk statistics and KPI reporting.
●ITIL Foundation certified.
●Bi-weekly meetings, one-on-one reviews quarterly.
●In charge of all publications (technical writing) to the organization regarding:
-Outages
-Migrations
-Rollouts
-IT security
●Configured and implemented Microsoft’s SCSM Self Service Portal.
●Implemented Multi-Factor Authentication globally within the organization (VPN and O365).
●Created and completed a project rollout to migrate all data and users from BOX to OneDrive for online collaboration globally (approximately 150,000 dollars saved in licensing fees annually).
Holiday Retirement 2008 - 2016
●IT Helpdesk Manager (KPI focused) - Managing Help Desk employees in a tier structured department from level 1-3.
-Recruiting, training, supervising, project planning, project implementation, technical writing/global communications, top tier escalation support.
-Documentation creation - policies, procedures, improved processes.
-Creation of KPI metrics reporting to confirm we are up to company standards.
-Quality control review with one-on-one employee improvement planning.
-Monthly IT infrastructure update meetings, bi-weekly department staff meetings.
●IT Coach/Lead - Assisting technicians as a knowledge base, working with system and network administrators to find solutions for long standing issues. Assisted in interviewing, hiring, terminations, acting as manager when requested and advising new help desk managers in their duties and roles. Leading/supporting a team of Information Technicians who support roughly 6000 users at 300 locations.
●IT Trainer – Trained all IT technicians for over 5 years, creating training material, teaching skills, procedures and performance standards.
●IT 3nd level Information Technician - Resolved software, hardware, network and system issues through phone support and remote control. Troubleshooting multiple OS’s in an ever-changing environment with a wide range of different software. Handled all escalations as the highest level of technical support for the IT Support Desk.
●IT Desktop Support Analyst - Installed/configured all software and hardware for the organization. managed all IT inventory, asset disposal and the blackberry server. Built packages for OS/software installs using building software: Desktop Authority, SCCM, and PXE Boot with pre-built images. Provided technical support for all remote and corporate office employees.
●Executive Support Technician – Traveled to support company meetings, setup and operate projectors, laptops, printers, soundboards, wireless connectivity, printing, etc.
Stream/Adobe Computer Technician 2007-2008
●Phone support for all adobe products on Vista, XP, and Mac.
UPS Helpdesk Technician 2003 – 2007
●Instructed internal and external UPS customers in the use of hardware, software, and operating systems.
●Resolved software, hardware, and system issues through phone support.
●Provided desktop support for multiple operating systems and various software applications.
●Performed hardware and software diagnostics, installations, and upgrades.
●Provided after-hours emergency computer service in situations where systems went down.
●Mapped network drives and diagnosed Workstation/Printer connectivity issues.
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