Engineer Help Desk

Charles Setley

***** *** ****** *** . ****** Chapel, FL 33544

813-***-**** . ***************@*****.***

http://www.linkedin.com/pub/charles-setley/2b/b05/429

Sr. Help Desk Technician . Supervisor . Network Administrator

Sr. Systems Administrator and proven Windows desktop expert with extensive

experience in all aspects of service management to provide World Class

customer support. Driven to achieve results and exceed customer

satisfaction levels. Outstanding relationship building expertise with

clients and management at all levels. Consistently deliver excellent

communication, leadership and team building. Numerous years of experience

with Microsoft Server 2000-2008R2, Active Directory, DHCP,Exchange, MS

Office and Outlook 98-2010,Backups,LAN, Windows 98-Windows8,VOIP,

dashboards,printing, call recording, imaging, training, Hyper-V,VDI, SQL,

IIS, asset management, software licensing, documentation and networks.

EDUCATION & CREDENTIALS

University of South Florida

Associates Degree, Business Management

Help Desk Institute (HDI) Manager Training

U.S. Air Force Technical Training

Active Confidential Security Clearance

TECHNICAL CERTIFICATIONS

Microsoft Certified Systems Engineer, MCP, Compaq ASE, A+, Toshiba, HP and

Dell certified.

Professional Experience

Hands on Service Desk Supervisor at WellCare - Tampa Florida July 2012 to

Jan 2014

Key Accomplishments:

. Supervise nine client service technical support professionals who

answer incoming calls, image PCs and process software deployments for

4600 users to include the local offices in Tampa, 40 remote offices

and 250 remote users. An average of 7000 calls are handled per month

. Manage process improvements, customer education, training, and created

a customer facing and technician knowledge base that has resulted in a

lower incoming call volume by 10% and our survey scores increasing

15%.

. Process all enterprise Severity 1 and 2 escalations and organize an

immediate call with the appropriate teams to resolve the issue within

the designated SLA.

. Conduct weekly team meetings and monthly one on ones. Set and reviews

annual goals and work with other teams to provide career advancement

for my direct reports.

Service Engineer . General Dynamics - Tampa, Florida Feb 2011 to July 2012

Key Accomplishments:

. Senior Technical support of 9000+ employees across the US and Canada

. Administer Microsoft Windows 2003-2008R2 Servers,

SharePoint,CostPoint, Active Directory and Exchange servers,

Blackberry Enterprise Server, SCSM, Lync 2010 admin

. Deliver and troubleshoot SCCM software packages on Windows XP and

Windows7 PCs

. Own priority 1 and 2 escalations and work until resolution.

Hands on Help Desk Supervisor . Ultimate Medical Academy-Tampa, Florida Jan

2010-Feb 2011

Key Accomplishments:

. Help desk Supervisor/Lead technician/escalation engineer for the

organization.

. Extensive experience with LAN/WAN, Hardware, Outlook/Exchange, TCP/IP,

Active Directory administration, IIS, SQL,VPN, DHCP, VOIP, Thin

Clients, Ghost, AntiVirus, Print Servers, Office 95-2010, Windows XP

and Windows7.

. Created all desktop/laptop images and was an integral team player in

implementing the new Windows 2008r2 UMA domain including building the

servers.

. Created the formal Help Desk where none existed previously to include

implementing and managing Trackit 9 and the end user self help portal

and the password reset utility.

. Created new hire training classes and trained 240 users explaining the

operations of the help desk, network resources, printing and Internet

standards.

. Onbaorded 450 new users in 10 months.

. Lead in closed tickets for the organization each and every month.

. Evaluated and procured all hardware and software for the organization.

Hands on Help Desk/Desktop Support Manager . Clayton Services-Tampa Florida

Jan 2009 - Jan 2010

Managed continuous improvements in service delivery to facilitate higher

customer satisfaction and faster problem resolution.

Key Accomplishments:

. Managed nine Help Desk technicians in three states dramatically

increasing service levels in all call center and desktop support

metrics.

. Created a Six Sigma customer communication project to keep users well

informed of the status of their requests for service. As a result, the

customer survey responses rose from an average of 52% favorable to an

86% favorable level in 6 months.

. Managed the Active Directory overhaul from the top down to create the

proper structure to accommodate our new desktop lockdown tool,

software delivery/asset management tool and to facilitate faster and

more accurate network account creations..

. Managed enterprise replacement of all cell phones and wireless devices

from Verizon to Sprint. All wireless device users were transferred to

their new hardware with no gaps in service.

. Created the policy documentation for all computer usage practices,

wireless devices and Internet usage policies, service levels, and the

service catalog to publish the support guidelines for the company.

Help Desk Supervisor . University Community Hospital-Tampa Florida . 2004-

2009

Orchestrate highly successful operations of the level one and two Help Desk

teams. Implement policies, procedures and training striving to consistently

improve our service. Monitor daily customer queues, ACD stats, surveys, and

trending. Produce ACD, and Service Desk reports in required intervals.

Conduct hiring, employee development, training and monthly and yearly

performance reviews. Managed vendors, interns and contract employees.

Key Accomplishments:

. Support 3000 users and 2400 computers and peripherals in three primary

and nine ancillary facilities throughout Tampa. Improved all call

center metrics (Average speed to answer, abandon rate, queue delays,

first contact resolution and handle time) by an average of 30%.

. Managed eight team members in two departments that consist of the Help

Desk department and the technical liaison department that supports

IPTVs, video on demand. Internet and satellite TV in all of the

patient rooms.

. Implemented CA Service Desk V11.2 from scratch and created all

policies, SLAs and implemented the employee self help function with a

knowledge base and conducted training classes for 200 power users on

the new system.

. Pilot and implemented Wyse VDI Thin Client VMware technologies in the

new long term care facility and all nursing stations to provided 100%

uptime for those terminals.

. Project lead on all hardware, software and cabling for the new Pepin

Heart Hospital, Brandon wound care, the new long term care facility

and two physician offices. All projects were completed ahead of

schedule.

Network Administrator/Help Desk Supervisor .Tropical Sportswear

International 2002-2004

Responsible for 80 Windows NT/2000 servers and 2 Novell servers and desktop

support for 900 users. Administered Cisco switches, IIS Web Servers, DNS,

WINS, DHCP, print servers, Citrix and many other enterprise servers.

Key Accomplishments:

. Help Desk Administrator/Network Administrator/Server monitor/Citrix

admin. Ownership of 24 servers.

. Sole support of 25 POS retail systems throughout the Southeast. All

stores were operation 100% of the time.

. Responsible for the enterprise backup/recovery of over two terabytes

of data.

. Completely overhauled all electrical power in the data center to make

all server power 100% redundant.

. Recognized as the engineer that completed all projects ahead of

schedule and under budget.

Sr. Systems Engineer . Siemens Business Services Tech Support for Microsoft

. 1995-2002

Perform all functions of systems implementation, administration, network

monitoring, project management and help desk support for the Microsoft

offices and remote users in Florida, Alabama and Mississippi. Implement and

support all VTC and conference room equipment.

Key Accomplishments:

. Lead tech continually ranked at the top tier of technical support

engineers nation wide.

. One of two people selected in the United States as a member of the

Siemens/Microsoft Sr. technical team for high level problem solutions.

. Technical trainer of Microsoft and Siemens Business Services new

hires.

. Managed numerous office expansions, hardware refresh, server upgrades,

desktop and laptop repair and LAN/WAN upgrades.

. Employee of the quarter. Received the "Going above and Beyond" award

for my preparation of the office infrastructure for 2 approaching

hurricanes.

Customer Engineer . Hewlett Packard 1993-1995

Contract field engineer responsible for the repair of Hewlett Packard,

Texas Instruments and multi-vendor hardware and peripherals.

Key Accomplishment:

. Promoted to the position of escalation engineer that responded to

situations when expert technical and customer relation skills were

needed to resolve problems.

** ** **

Early Experience : Technical Operations Manager for Recomm Display Int'l,

Warehouse Supervisor/Computer Technician, Bay Resources.

United States Air Force - Honorable Discharge.

Current Confidential Security Clearance

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