Desktop Support Manager

JAMIE LEE

********@*******.*** · 415-***-**** · https://www.linkedin.com/in/jamie-lee-professional-info/

SUMMARY

Architect, strategist, and cross-functional partner with solid experience in network infrastructure build-outs, Microsoft solutions implementations, and a proven track record of delivering concierge-quality customer technical support in various industry sectors. Have worked at all levels of the IT support ladder including entry-level, senior/lead/supervisor, System Engineer, Manager and Director. Have developed and managed technology support teams of 3-12 members distributed locally as well as across multiple sites. Possess strong leadership skills including corporate/administrative communications and protocols, project management experience, and collaborating with external contractors and consultants. A highly dependable IT professional dedicated to all job-assigned roles while approaching all challenges with objectivity, collaboration, and diplomacy.

SKILLS

Microsoft OS: Windows Server versions 2003, 2008, 2012, and 2016. Windows Desktop versions XP, Vista, 7, 8.x, and 10; Windows Domain Active Directory management as well as DFS Namespace implementation; Microsoft Hyper-V deployment and management along with VMWare experience

Software: Office Suite versions 2003, 2007, 2010, 2013, 2016, and Office 365; Exchange 5.x;

Hardware: Proficient at troubleshooting and repairing PC server, desktop, and laptop equipment (e.g. Dell and Lenovo brands); Network infrastructure equipment including routers, switches, and UPS solutions (e.g. Cisco, Fortinet, Lenovo, Dell, and APC); Aruba Airwave wireless enterprise solution; AVAYA VoIP enterprise digital voice solutions (IP Office); Experience supporting Apple and Android devices

Platforms: Experience using and supporting Slack, Confluence, JIRA, Zendesk, Acronis, Mozy Pro, LastPass Enterprise, TeamViewer, Bomgar, IBM Endpoint Management, SSO based on SAML, Bluejeans, Skype, Google Hangout, Zoom, and GoToMeeting

Cloud: Experience using and supporting O365, Box, Dropbox, and familiarity with solutions such as Amazon Web Services (AWS) and Microsoft Azure

Audiovisual: Proficiency at operating, troubleshooting, and supporting Crestron, Lutron, Cisco/Tandberg HD videoconferencing, audio teleconferencing, on-demand Panopto video recording and live-web streaming, Mersive Solstice screen-sharing, and digital signage

PROFESSIONAL EXPERIENCE

THE WHARTON SCHOOL (University of Pennsylvania), San Francisco, CA 2002-2018

IT Director (2005-2018)

Senior IT Support Specialist (2003-2005)

IT Support Specialist (2002-2003)

As the first IT professional hired at a local site, established and implemented a comprehensive IT support system (where there had previously been none) that evolved into a concierge-quality technical support experience for the local staff and visiting guests.

Introduced local networked server solutions removing external dependencies and thereby providing fast and reliable response times and leading to increased staff productivity.

In order to hedge against downtime, implemented local security and fault-tolerance solutions involving daily backups, offsite data replication, and enhanced UPS power failover and redundancy.

Lobbied for and received authorization to hired, train, and manage a local support team, thereby expanding technology support coverage in proportion to the local campus continually growing and evolving.

Collaborated with main campus colleagues in developing a support strategy for training staff in the emerging support field of Classroom & Public Technologies.

Coordinated and presided over Wharton San Francisco campus technologies move project in 2011, ensuring continued operations without disruption and meeting contractual lease obligations for vacating the former site per term obligations.

Initiated a year-long project to align the Philadelphia and San Francisco networks as a single entity across a Cogent point-to-point connection, achieving a consistent user experience across both campuses.

EDUCATION

University of California, Hastings College of the Law, San Francisco, CA

Juris Doctor

Japan-America Institute of Management Science, Honolulu, HI

Certificate of Completion with Honors

Brown University, Providence, RI

Bachelor of Arts degree in Geological Sciences, with Honors

CERTIFICATIONS

ITIL® Foundation Certification (2011 Lifecycle Edition)

LANGUAGES

Japanese (Conversational)

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