Help Desk Software

Scott C. Mantuano

** ****** ****, ********, ** **619

Cell : 609-***-**** - Home: 609-***-**** - Email: aca9sj@r.postjobfree.com

Career Summary

Service-oriented information technology professional experienced in

supporting on-site and remote users at all levels and departments in large

and mid-sized organizations. Experienced in a variety of operating systems,

applications and hardware, with the ability to learn quickly. Experience

supporting shrink wrap and proprietary software. Strong and diverse

technical skill set with the ability to work as part of a team,

independently and hands-on to meet and exceed expectations. Proven track

record of advanced skills and trusted with increased responsibilities and

projects; considered a trusted "go-to" person. Adept at guiding users

through complex processes to resolve issues. Focused on complete resolution

of end user problems to ensure a positive experience with the help desk.

Maintain a consistently high first call resolution rate for phone and email

incidents. Ensure call tracking and resolution through Remedy reporting.

Support mobile technologies, including Android and Blackberry products.

Project management skills with attention to details, deadlines and

outcomes.

Education

Bachelor of Arts

Rider University, Lawrenceville, NJ

CompTIA A+ Course completion

Completed Coursework

CompTIA - Network+; 2012 Networking Concepts 1, CompTIA A+ Mobile Devices;

CompTIA A+ General Troubleshooting; CompTIA A+ Network Technologies;

CompTIA A+ Practical Application Troubleshooting Hardware; Identifying and

Resolving Windows 7 application issues

Qualifications

- Experience with a wide range of technologies including but not limited

to: Microsoft (Office, Windows XP, 2000, 2007), Remedy, Active Directory,

McAfee, Symantec, Citrix, SAP, PeopleSoft, HighJump, Intermec RF

Scanners, MVS HXA, Ghost, PCAnywhere, Adobe, Symantec

- Networking: LAN/WAN, Wi-Fi, TCP/IP, VPN

- PC, laptop and peripheral installation, configuration and maintenance;

troubleshooting hardware (laptops and printers) with command line tools

such as Ping, Traceroute and Microsoft TechNet

- Virus and malware detection and removal; service pack updates

- Experience with roll outs and go lives

Experience

TD Bank, Mount Laurel, NJ

Data Security Analyst (Consultant) July - Present

- Responsible for provisioning client user requests from the New Hire

and Existing Users Queue via the centralized ticketing system EWR

- Used Lotus Notes 6.5 via Domino Directory to deploy and set up

scripts; manually created and mapped client drives/folders in the CBH-

Tree directory and OU containers in Novell Console One 1.3.6/Novell

Client for Windows

- Verified and updated user information via PeopleSoft/Oracle HR 8.51;

extracted employee information for creation of employee accounts into

Microsoft Access database

- Managed and maintained Data Security Administration Database

(Microsoft Access 2003)

- Granted File System Rights for NDS User Objects in OU containers on

the NetWare file system

- Search CBH-Tree to set up, move and allocate user accounts to ensure

correct paths to default servers network paths of home directories

for Novell IDs (in the Home Directory and file system path)

- Provisioned log in restrictions for Novell IDs while running on Novell

client for Windows

- Provisioned Entitlements/added or removed distribution groups to user

accounts in Identity Manager

- Setup user mailboxes in Exchange using Active Role Server (ARS)

- Created Terminal Server Mainframe RACF ID's in Fidelity EXTRA! X-Treme

8.0 Attachmate using ACF2

- Administered User IDs and profiles using IBM OnDemand Administrator

Version 7 and IBM CMOD ADMIN 8.5 (IBM Content Manager OnDemand) in the

PROD environment

- Conducted quality control review of Database Administrators' input for

client profile accuracy per title, Store Application Matrix (SAM) and

compliance

- Used Robocopy to move files to proper locations on the network

- Applied new techniques to collect data and determine best practices

for most efficient ways to set up and modify network accounts

SYSCO Guest Supply, Monmouth Junction, NJ April 2004 - June 2013

Support Analyst II: July 2010 - June 2013

Help Desk Analyst: April 2004 - July 2010

- Troubleshoot and resolve help desk calls and e-mails within the service

level agreement (SLA)

- Consistently close calls with a high first-time resolution rate-regularly

leads number of help desk calls handled and resolved

- Designated Subject Matter Expert (SME) to train offshore helpdesk staff;

ensured that new team members met objectives and were able to meet

helpdesk SLAs as established by management

- Expanded role to included management of major incidents; gathered proper

support staff during major incidents to work with all groups of support

to resolve major incidents quickly and effectively

- Collaborated with hardware and software vendors to troubleshoot and

resolve helpdesk issues; worked with vendors to troubleshoot and resolve

uncommon helpdesk issues; worked within the SLAs set between Sysco and

vendors to resolve issues

- Participated in weekly meetings for departmental compliance issues and

worked with departments and management to resolve existing and

anticipated work flow issues

- Wrote helpdesk procedures; worked with support groups to document the

steps needed to resolve issues and documented procedures to determine

when to escalate helpdesk issues

- Used Remedy software to follow helpdesk trends and performed analysis of

the helpdesk activities; identified and resolved existing and potential

helpdesk issues

- Manage and complete Remedy queue tasks/e-mail incidents; lead analyst to

determine appropriate escalation beyond help desk and track to resolution

- Work with management to review help desk calls, analyze trends and plan

appropriate resolutions; monitor the pulse of the help desk environment

and workflow to recognize deficiencies and recommend improvements

- Document all new and update existing procedures and policies in knowledge

base

- Back-up PeopleSoft Security Administrator-build user accounts and create

and delete permission lists and user roles; assist with security

migrations and manage account security

- Responsible for first level SAP security using SAP Logon Pad

- Responsible for first level Citrix Farm administration

- HighJump Security-build user accounts, manage accounts, set-up HighJump

security levels, set-up base tables for users to gain specific security

levels for RF guns as well as HighJump Dashboard and Genesis account

- Warehousing-work closely with the Director of Warehouse Management to

implement HighJump security. Supported roll-out of warehouse system

conversion from Qantel System to PeopleSoft. Provide first level

troubleshooting for day to day HighJump technical issues such as printing

problems, RF gun performance, HighJump security issues and HighJump

issues that pertain to loading and packing trucks, cycle count and count

check issues; support warehouses with TMS/Manhattan

DotPhoto/Qwik Quote, Pennington, NJ May 2001 - April 2004

Technical Support/Help Desk Lead

- Hardware/software set-up and installation

- Supported custom and shrink-wrap software

- Ensured that SLAs were met; tracked all trends using help desk software

- Worked proactively with the user community to ensure that needs were met;

supported and tracked connection issues for remote users

- Worked closely with the programming department to ensure the timely roll

out and training for new software

- Coordinated the installation of Heat help desk software

- Maintained and documented all help desk information for the help desk

knowledge database

- Conducted regular meetings with management to review help desk

performance and discuss trends; research help desk technology and

recommend programs to management, as appropriate to enhance overall

operation of the help desk

- Provided back up/overflow assistance in other areas as necessary

Rhodia, Cranbury, New Jersey August 2000 - April 2001

Help Desk Lead (Consultant)

- Supported a 3,500 user community for desktop and software support

services

- Ensured that all SLAs were met or adjusted relative to changing needs;

randomly conducted brief telephone surveys among users to determine

satisfaction with call resolution

- Managed all documentation for the help desk and maintained updated and

accurate information

- Oversaw the input and management of staff entering help desk tickets and

information being entered into the knowledge database

- Performed software installation/updates and managed issues relative to

security, passwords etc.

- Proactively used resources, including the Help Desk Institute, to assess

new trends in the help desk field and research new techniques

- Worked closely with management at all levels to ensure that user issues

were addressed. Regularly met with members of the user community to

determine their needs and issues concerning the help desk

- Managed all training issues relative to support for new software rollouts

Merrill Lynch, Princeton, New Jersey July 1999 - July 2000

Senior Desktop Support

- Supported users of MS Office and voice and market data

- Responsible for hardware and software set-up and configuration and

performed hardware and software updates

- Maintained and performed minor network administration

- Worked with outside vendors to troubleshoot and resolve hardware and

software issues

- Wrote and implemented procedures for desktop support

- Acted as liaison with user community to determine user requirements;

monitored and followed up on user issues

Dow Jones, Princeton, New Jersey October 1998 - July 1999

Help Desk Analyst (Consultant)

- Supported MS Office, MS Outlook 98/Express, MS Exchange, SMS, MS Technet,

ACE/Server V.3.3-Secure ID, Termite for Windows V.6.1.2, DAVE (Mac)

- Provided support to user base of more than 2,500 employees

Bristol-Myers Squibb, Princeton, New Jersey July 1996 - October 1998

Help Desk Analyst (Consultant)

- Performed Level I and II support to PC and mainframe users; supported

software (Microsoft Office, SAP, Lotus Notes, Novell Netware, CC: Mail,

Windows NT, Windows '95, AS400)

- Provided accurate, creative solutions to client problems to ensure client

productivity; assisted in the resolution of client and support issues

among company sites to ensure timely distribution of knowledge and

positive impact on client satisfaction

- Researched, resolved and responded to questions received via telephone

calls, e-mail and callbacks in a timely manner and in accordance with

company standards

- Acquired and maintained knowledge of relevant product offerings and

support policies in order to provide technically accurate solutions to

customers

- Participated in team projects that enhanced the quality or efficiency of

the help desk service

- Assisted in special product-related issues as needed

- Assisted in re-engineering of the help desk; member of a help desk team

that attained an 80%+ first call resolution

First Boston Corporation, Princeton, New Jersey August 1988 - July 1996

1993 - 1996: Help Desk Analyst

1988 - 1993: Console Operator

- Supported large scale, 4,000 user environment; evaluated and diagnosed

voice and market data deficiencies

- Supported financial market data equipment monitoring including

controllers, scrolling ticker for accurate time, information quotes from

companies, billboards on ADP

- Worked with vendors to resolve deficiencies of equipment

- Verified proper performance of voice equipment monitoring including Hoot

and Holler boxes

- Interacted with Network Service Group regarding ethernet, token ring, and

terminal problems; monitored the MVS and VM system consoles

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