Technical Support Manager

M. Scott Vandersteen

Cell: 801-***-**** - ****************@*****.***

Summary

Enthusiastic Technical Support Manager with 15 years’ experience. Seeking to benefit an IT Department with

complex technical knowledge and strong leadership skills. Successful at driving financial and productivity results.

Highlights

Project Management End user support specialist

A dvanced trouble shooting Team building

Enterprise system implementation Forward thinking

A udio/Visual support and implementation Mobile device support

I nventory Management Capacity planning

Experience

Service Desk/Business Center Manager

August 2005 t o June 2014

Merit Medical Systems - UT

Managed IT team that provided end user support for multiple domestic and international sites with more than 3000

u sers. Trained new employees and explained protocols clearly and efficiently. Researched issues on various computer

systems and databases to resolve complaints and answer inquiries. Informed customers about issue resolution

progress. Supported 200+ software titles including windows 2000, XP, Vista, 7, and 8. MS Office versions 2002 (XP),

2003, 2 007,2010, 2013. Backup System Administrator.

Implemented a company wide computer management solution that allowed for better ticket tracking and

resolution, asset management (hardware, software and licensing), system patching across multiple platforms,

security policy enforcement, and system imaging.

Support of site PA system, phone systems, implementation and support of all audio/visual systems. S upport of

web hosted and Life Size video teleconferencing systems.

Managed several vendor relationships for the purpose of purchasing, and maintaining service contracts for

computer and printer hardware and software.

I was responsible for IT purchases for end users including capitol expenditures as well as minor tools and

e quipment. This required a great deal of research to insure that the right equipment was purchase for the right

p osition, saving the company money and optimizing end user productivity.

Managed corporate mail room and copy center. This involved and incoming and outgoing mail as well as

maintaining more then 250 on site printers and copiers.

Held a position on the IT Change committee acting as representative for not only my team but for end users in

g eneral. This insured that the end users needs where properly met by network teams as well as software

d evelopment teams.

September 1998 t o August 2005

Associated Food Stores - U T

Technical Support representative for corporate offices as well as support for POS systems for independent retail

locations.

Responsibilities included hardware, software, and printer support for local end users. System staging for retail

locations. This involved setup of front end systems and back office servers systems to support RORC POS.

Education

ITIL training in order to better support industry best practices.

QSRP Quality training

HIPPA Training

Windows 2000 Advanced Server Training

Contact this candidate