Manager Service

SUMMARY OF SKILLS/QUALIFICATIONS:

** ***** ********** ** ** management in a Windows Active Directory environment.

Reviewing the adequacy and allocation of IT resources in terms of funding, personnel, equipment and service levels to deliver projects within budget and scope.

Fluency in Technical projects, Logistics planning, Problem/Change management, Vendor and Service Provider handling.

Hands-on Systems Engineer and technical analyst.

EXPERIENCE:

Service/Help-Desk Manager – Leo Schachter Inc. Aug. 2011 - Present

Scope of position includes help-desk management, technical project management, performance, escalations, incident resolution, asset management and monitoring for: Service Desk Operations (managed 10 Specialists), LAN/WAN/Servers/Network Services, Web/Internet Design and administration.

Decreased inventory requirements, application pricing and licensing expenses by approximately 20% by establishing ITIL standardization, imaging, patch/deployment management for applications, PC desktops and network system.

Delivered 15% cost savings through negotiation of SLAs, contracts and pricing for hardware/software procurement and consulting services. Build relationships with clients, vendors and Sr. management to ensure satisfaction of business needs.

Built, trained and led team of 10 - 15 A-players to deliver top-notch Help Desk services and support daily operations of 600 users. Created reports on metrics, KPIs and other analytics.

Worked alongside various departments and cross-functional teams to offer L3 support, technical insight, best practices and change/problem management of technical projects based on ServiceNow, SCCM, VMware, Citrix and other technologies.

IT Consultant – Freelance. Aug. 2009 – July 2011

Contributed to the setup and rapid successes of multiple internet startups such as ‘id8labs’ by advising on help desk administration, service delivery, best practices, software/hardware maintenance and networking technologies. Also maintained websites, DNS, MX records via GoDaddy and other applications.

Sr. Network Administrator / Manager – Consultant Feb. 1992 – July 2009

Clients included various Fortune 500 financial and legal firms

Maintain departmental IT budget, vendor relations, licensing and Asset Management.

Responsible for daily operations, application deployment, project management, logistics and product delivery as per SLAs.

Manage and direct the activities of System Administrators including hiring, training, mentoring, performance appraisals and career development.

Oversee functioning of Help-Desk, call incidents/problems/escalation and ensure client satisfaction as per company service level agreements.

Responsible for administration, upgrades, maintenance and implementation aspects of Windows 2000/2003 network. IIS 5.0 and Terminal Server support, maintenance, commissioning/decommissioning, administration and daily operational tasks. Provide 3rd level technical support.

Responsible for user administration, login scripts, system policies, rights issues, security patches, configuration of drivers, DHCP, DNS, TCP/IP connectivity of 100s of desktops. Duplexing, mirroring and other RAID levels. Installation, configuration and administration of services such as WINS, FTP.

EDUCATION:

ITIL – in progress

Microsoft Certified Professional (M.C.P.)

M.B.A.Major in Management Information Systems

University of Hartford, Hartford, CT, U.S.A.

COMPUTER SOFTWARE SKILLS:

Windows (Servers/Desktops), Active Directory, MS-Office, Office 365, MS-Project, MS-Exchange, VMware ESX, XenApps, SCCM, ServiceNow, Remedy, Blackberry Enterprise Server, ZENWorks, WSUS, Veritas NetBackup, Commvault, Backup Exec, GHOST, WinInstall Imaging, iManage, PCDocs, Shiva Remote Access; DOS and several other software applications.

Work status: U.S. Green Card. No sponsorship required.

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