Sign in

Desktop Support Service

Millsboro, Delaware, United States
May 09, 2019

Contact this candidate



***** ****** ******, ********* **, 19966



Information technology services professional with eighteen years of experience in system support and analysis. Strong advocate for the client base with a background in end-user training and customer-driven technical support. Proven leader with a talent for team building and problem solving. Reliable team player who demonstrates excellent written and interpersonal communication skills. Key capabilities include:

• SLA Implementation • IT / IS Training • Process Integration

• Collaboration / Inclusion • Change Management • Project Support

• Technical Documentation • Cost-Savings Analysis • Inventory Control


Federal Contractor to National Archives Records Administration Saint Louis, MO

I.T. Services Team Lead / Manager – NARA Support Team 3/18 to Present

A security clearance role, managing a team of five technicians, providing technical support to 1,100 users in two locations: Saint Louis Missouri and Valmeyer, Illinois

Supported systems include Microsoft Windows 10, Windows 7, Microsoft Office 2013, Google Mail, Active Directory, Novell iManager authentication, ZenWorks, SolarWinds, telephony support and incident management using Remedy ticketing system

Established improved Service Level Agreements to all business units through collaboration and better communication between their business analysts, project managers and the service desk leadership and staff

Provide training and direction to direct reports through new materials and promoting a goal-oriented working environment

Provide improved collaborative efforts through daily team meetings and weekly

conference calls to discuss issues, trends and cross-training

Implemented more frequent, but brief customer surveys which have shown improved metrics in the areas of first-call resolution, inbound call abandonment overall customer satisfaction with their Service Desk experience, reflecting a 98% satisfaction rating since June. 2018, representing a 5% improvement

Procurement and vendor management, maintaining a constant and available inventory of end-user computer equipment, software, supplies and all supported peripherals

Contractor to Barnes Jewish Hospital Saint Louis, MO

Team Lead - Epic Deployment Upgrade 11/17 to 3/18

Supported the general user community at the main hospital campus in St. Louis, MO and eight satellite locations through on-site and remote support

Supervise a team of 16-24 technicians, deploying all end user IT equipment in preparation for the Epic EMR upgrade at six Barnes Jewish Hospital locations

Coordinated the deployment of all end user IT equipment including desktop, laptop, thin client computers, monitors, printers and barcode scanners

Coordinate deployment schedules with departmental staff in order to eliminate downtime and interference with daily department operations

Manage the vendor logistics of IT equipment deliveries with deployments

Maintained SLA through the use of Service Now ticketing systems

Joseph Gillen

Page 2

Dynegy, Inc Collinsville, IL

I.T. Services Manager 9/15 to 10/17

Managed a team of seven field technicians, providing 24/7 I.T. support for 2,000 users in 12 power plants in Illinois and Pennsylvania. Supported systems include all desk-side, desktop and laptop hardware functions, Microsoft Windows 7, Microsoft Office 2010, 2013, Outlook 365, Active Directory, company deployed Samsung S7 cell phones (and BYOD), Aruba WAPs using ClearPass, Access It RFID card system, SolarWinds, Quest (Dell) AppAssure and Rapid Recovery, LanDesk, Footprints ticketing system.

Personally provided all I.T. desk-side support to 160 users in the Collinsville, Illinois regional offices

Assisted the Service Desk in prioritizing ticket requests based on client SLA’s

Purchased and inventoried I.T. equipment for Dynegy’s Illinois locations using

Liaised with plant leadership, business stakeholders and change management teams during project upgrades, process and procedural changes

Assured all plant I.T. support activities were in compliance with NERC (CIP) standards

Provided statistical and management reports to senior leadership, guided and advised direct reports in their career development, involvement in HR activities when required

Initiated an effort to reduce the number of Client Access Licenses by replacing SQL Server with SQL Express for programs utilizing smaller databases, resulting in a savings of nearly $100K

Negotiated with vendors to procure and implement two CBT programs as training tools for the I.T. staff

Burris Logistics Milford, DE Desktop and Field Services Support 1/14 to 9/15

A senior member of a team of nine technicians providing network, desktop, I.P. phone, printer, server and conference call support to 100 users in the Milford corporate offices including C-Level Executive and Board of Directors’ support.

Provide guidance and direction to less experienced staff members through training and direct assistance.

Purchase and manage the assets of all desktop and network support equipment for the corporate offices and 14 distribution warehouses using JIRA tracking and Agile asset management systems.

Support the BOE (Business Objects Enterprise) and Jasper Reports systems for 400 Burris users and 1,100 vendors.

Provide solid communication between the I.T. group and the many business units in the corporate offices and distribution warehouses in order to provide a consistent SLA.

Contractor to Beebe Hospital Rehoboth, DE Service Desk and Desk-side Support 10/13 to 1/14

Supported the general user community at the main hospital campus and eight satellite locations through on-site and remote support

Assisted users with their domain accounts using Active Directory (ADUC), managed permissions for networked-shared folders and drives

Joseph Gillen

Page 3

Supported users with their access and use of Athena, Cerner and McKesson EMR, Citrix, Office 2010, Business Objects Enterprise, and Maximo

Maintained break-fix support of desktop and laptop computers as well as wireless devices through direct support and vendors

Provided Android and iPhone mobile support for WLAN connectivity and email

Maintained SLA through the use of Track It and Service Desk ticketing systems

NRG Energy, Inc Princeton, NJ / Millsboro, De

Team Lead, Northeast Regional Desktop Support 1/07 to 10/13

Supervised a team of twelve technicians, six of whom provided desktop, I.P. phone,

printer, network and conference call support to 800 users in the Princeton corporate offices including Commercial Operations NERC (CIP) support, C-Level Executive and Board of Directors’ support.

Manage six field technicians who provide all desktop, I.P. phone, printer, conference call, network and support to 2,500 users in 13 power plants in the NRG northeast regional fleet.

Assured that the operations of the Desktop Support Team were in compliance with NERC CIP standards (002-1 through 009-1).

Purchase and manage the assets of all desktop support equipment for the corporate offices and regional power plants using Altiris asset management systems.

Improved SLAs through consistent communication between the I.T. group and the many business units in the corporate offices and the regional plant fleet

Provided training and programs ongoing goals and objectives to my direct reports in order to provide feedback and direction in an effort to advance their careers

Promoted / advanced eight technicians in four years into other I.T. departments, including field support, telecom, infrastructure, server and wind/solar power I.T. support teams

Certifications and Training

Comptia A+, MCP - Windows 7, NERC (CIP) Standards, Agile, Senn-Delaney Inspired Energy,

ITIL Foundations V.3


Western Governors University 10/2018 - Present

BS Business / Information Technologies Management 3.5 GPA

Diploma Southampton, Pa

CHI Institute 1996 - 1997

Major: Computer Systems Technology (900 Hours). Curriculum: Basic Electronics, Solid State & Digital Electronics

Electronic Communications, Networking

Application Software, Computer Hardware

Operating Systems (DOS 6.2, Windows 3.1, Windows 95)

Honors: Director’s List (93%+ Average) 8 of 8 Phases.

Diploma Philadelphia, Pa

Northeast Catholic High School

Contact this candidate