Help Desk Manager Service Desk Manager

Technical Troubleshooting Network Infrastructure and Operations Cost Reduction Network Administration

Strategic Planning and Implementation Problem Resolution and Decision Making Time Management and Prioritization

Qualifications Profile

Detail-oriented and results driven professional, offering broad-based experience in help desk administration, technical support, IT analysis and solutions, as well as process improvement. Adept at utilizing exceptional management skills in developing processes, optimizing productivity, and boosting efficiency to achieve organizational goals and objectives. Known for excellent analytical capabilities, along with the ability to develop and implement different projects to achieve established goals. Armed with proficiency in working with diverse levels of individuals across the organization to ensure superior quality of projects and deliverables.

Technical Acumen:

Windows 2008 Professional/Server Windows 7/10 Microsoft Office 365 Microsoft Networking

Active Directory Novell and Windows Server Mobile Iron GroupWise Exchange MAC OS-X PHP

Adobe Acrobat Remote Access (Citrix/VPN/RSA Secure ID/Duo Mobile) Desktop Systems HTML JavaScript

Adobe Dreamweaver Adobe Photoshop CC and Lightroom CC TCP/IP Configuration Routers/Switches

Professional Experience

Integra Managed Care

Technical Support Supervisor, Lake Success, NY Jun 2017–Present

Take charge of coordinating and implementing new hire accounts during the onboarding process to allow access to all approved applications listed on the new user form

Render direct technical support solutions to the chief operating officer and Executive Management Team in providing on-time solutions to diverse technical support issues

Ensure compliance of 500 users with HIPAA by designing, training, and employing a secure printing process

Facilitate professional training of employees participating in the telecommute work from home project by instructing them on setting up and using the Lenovo all-in-one workstations and Avaya phones through their existing home network; as well as supervise the performance of four desktop support specialists in supporting the organization with over 500 employees in two locations, including remote staff

Coordinated with the Human Resources Department in creating, maintaining, and executing standard operating procedures (SOP) for on-boarding/off-boarding, and employee terminations

Strictly complied with the termination checklist to ensure all application and system access was disabled for terminated users, and emailed a brief summary to the executive management

Utilize BMC Track-it in prioritizing incoming tickets based on business impact, documenting solutions, and providing the highest level of customer service

Carry out effective troubleshooting of different software and hardware issues, such as the following:

oComplex troubleshooting and triaging of problems with various network devices

oNetwork connectivity issues affecting users (affected VLAN’s, blocked ports, DHCP errors)

oTroubleshooting and resolution of Microsoft Outlook connectivity, permissions, distribution groups, and shared mailbox issues

oResolution of network printer issues including printer sharing, network printer setup, and local printer issues

Assume full responsibility in overseeing the following:

oMonthly windows updates using Windows Server Update Services;

oLoaner laptops to users across the organization;

oToner inventory, order replacements, toner installation for all office network; and standalone printers for two office locations;

oPublic distribution lists, shared mailboxes, resource email accounts requests, as well as remote access for VPN through Duo Mobile, Citrix, and Virtual Desktop Interface

Lead the investigation of suspicious emails, assess email headers, and escalation to exchange server team

Provide user education on Microsoft Office applications

Career Highlights:

Handled the migration of over 500 users in two building locations, which included remote staff from Microsoft Office 2010 to Microsoft Office 365

Coordinated with IT and Business Operation teams in conceptualizing and enforcing a Telecommute work from home project, resulting in the deployment of 60 employees, with a projected goal of 100 for 2019

Enhanced the computer literacy and self-service of staff as well as minimized the incoming ticket volume by identifying, recommending, formulating, and deploying training tutorials to end users

Established user termination and IT outage notification process, as well as deployed and installed more than 250 new Lenovo mini PCs, laptops, and Surface Pro’s to employees

Effectively dealt with support issues within minimal user downtime by quickly responding to executive level, conference room, and urgent escalation ticket requests

Altice (formerly Cablevision)

Help Desk Lead Analyst/User Account Services Administrator, Bethpage, NY Mar 2013–Jun 2017

Acted as the lead technical resource for the Help Desk Team in overseeing the entire help desk operations and leading multi-user down situations

Worked as a subject matter expert on help desk-supported applications and prepared the weekly help desk activity schedule rotations

Partnered with the IT 2nd and 3rd level support teams through bridge calls to resolve major incidents

Offered exceptional technical support and service to more than 17,000 Cablevision enterprise users in 20 states after the merger of Altice

Utilized Service Management in tracking, documenting, and updating the problem and service requests toward final resolution while handling and prioritizing customer escalations

Enhanced job proficiency by attending diverse educational opportunities, reading professional publications, and cultivating work relationships across departments

Generated public distribution lists, shared mailboxes, and resource email accounts and enabled access for VPN through Cisco AnyConnect and RSA Secure ID, Citrix, and remote desktop

Provided approval to all access requests and secured company data on wireless devices in compliance with the EIT policy and SOX guidelines

Analyzed all department procedures to enhance and provide feedback to help desk management

Completed training as a hybrid analyst regarding access management level 2 functions and Microsoft Exchange server administration

Career Highlights:

Provided outstanding service to users by quickly responding to user problems, service requests, and Level 2 user administration support requests through phone, e-mail, virtual help desk or live chat, and on-call rotation

Joined meetings and handled projects that brought major impact to company initiatives while working as subject matter expert on IT service desk tools and applications

Assisted in the successful migration of level 1 database administration functions to the IT service desk

Contributed to several IT enterprise application migrations, which included Novell Groupwise to Microsoft Outlook 2013, and Remedy to ServiceNow

Additional Experience

Altice (formerly known as Cablevision)

Regional Control Center Supervisor, Bronx, NY Aug 2008–Mar 2013

Served as a project lead on various business initiatives, responsible for analyzing executive corporate complaints, identifying process breaks, and providing solutions

Coordinated with the Project Implementation Team in determining RCC task process flow discrepancies along with providing logic corrections in processing the RCC task and peripheral functions within SMART

Decreased the monthly number of abandoned calls by overseeing the RCC referral and single point of contact (SPOC) aspect phone queue, thus maximizing the team’s availability in responding to incoming calls for the RCC

Education

Bachelor of Business Administration in Computer Information Systems

Baruch College, The City University of New York (CUNY), New York, NY

Professional Training

Hofstra University (2018–2019)

Interconnecting Cisco Network Devices, Part I Interconnecting Cisco Network Devices, Part II

Cablevision University (2008–2014)

Tools of the Management Trade Transition to Supervisor Successful Cablevision Supervisor

Interviewing Skills Workshop Managing the Performance of Others Managerial Leadership

I.D.A. Training E-Workplace Harassment II Respect in the Workplace

OOL Ultra Situational Leadership II HDI Support Center Team Lead

New Horizons Computer Learning Centers of NY (2003)

Microsoft Certified Systems Administrator (MCSA) Microsoft Certified Professional (MCP) A+ Certified Technician

Cisco Certified Network Associate (CCNA) Security + Certified Network+ Certified Technician

Affiliation

Information Technology Specialist, Emma J. Adams Memorial Fund, Inc.

Activities

Volunteer Photographer, Emma J. Adams Memorial Fund Integra Managed Care (Nurses Week Event)

The Girl Scouts of America, Troop 1888 Long Island Tai Kwon Do

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