Customer Service Management

Adam Lainer

* **** ***** ***********, ** *****

Ph: 862-***-**** Email: **********@*******.***

Objective:

Experienced Information Technology professional with an exceptional combination of

managerial, technical, communication, and customer service skills. Strong interpersonal abilities,

successful dealing with a diversity of professionals and able to rapidly acquire technical

knowledge with 5 plus years of related experience.

Platforms: Windows XP, Windows 7, Windows 8, Windows 8.1, iOS/OS, Airwatch

Mobile Management, Symantec Mobile Management, Good Enterprise,

Windows Server 2003-2008 R2, WSUS Management, SCCM, Microsoft

Exchange Server, Blackberry Server, Lotus Domino Server, AS400, SAP,

PeopleSoft, Cisco Routers and Firewall Policies. Avaya Phone Systems

Software: Microsoft Office Professional Plus 2007-2013, Adobe Applications, SBT,

Pegasus, Hyperion FDM, Citrix, Symantec Backup Exec, Enterprise

Vault, VMWare, Active Directory, RSA Security Console, Watchguard

VPN, Heat Ticketing Software, Remedy/Promise Ticketing Software.

RDP, GoToAssist, LogMeIn Rescue, Team Viewer. Avaya Communicator,

Avaya One-X

Hardware: HP, IBM, Dell, Apple

Professional Experience:

Viva (Fashion/Eyewear) North Branch, NJ Current Employer

Manager Desktop Services

• Manages Informational Technology department responsible for meeting technology

support needs of 500+ domestic and international nodes including Sales team.

• Successfully managed a variation of IT projects from concept through final implementation.

• Avaya Phone System configuration, integration and support.

• Proven record of discovering, analyzing and exploiting application vulnerabilities and

misconfigurations on Windows platforms and applications.

• Assesses and hardens Active Directory and Group Policy

• Assists and develops IT Security policies and procedures for all devices and user access

to internal networks and share drives.

• Successfully reduced fines in Software licensing by $250,00 from previous year.

• Proven record of understanding low/mid level TCP/IP networking and common

protocols.

• Analyzes traffic using specified Firewall tools.

• Provides tier 3 support for all devices including Networking, Blackberry, IPad, and

IPhone issues.

• Provides Desktop Support for all employees including the Leadership team and CEO.

• Ensures all issues are resolved within SLA.

• Provides metric reports to upper management regarding helpdesk stats.

• Administers $150,000 + budget.

• Manages companywide operational audits to ensure organization’s hardware and software

standards, created supportable environments and reduced total cost of ownership.

• Played a major role planning and executing assistance in disaster recovery during

Hurricane Sandy.

• Consulted with vendors and assisted in planning a successful/seamless integration

between 14 servers during a company merge within a two week time period.

C3i / Sanofi 2 year experience

MIS/ Tier II Help Desk

• Daily oversight of site IT operations

• End user support base included remote users and office environment.

• Asset procurement, configuration and software deployment.

• Access management

• Mobile Management

• Exchange Support

• Provided all migration support for Windows 7

Education:

Fairleigh Dickinson University B.A Psychology

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