Help Desk Manager

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SYED ALI ***** Cedar Hollow Drive • Fort Worth TX 76244

H: 817-***-**** • C: 817-***-**** • **********@*****.***

INFORMATION TECHNOLOGY MANAGER

Technology Infrastructure Support Project Management IT Systems Security

Highly skilled professional with extensive experience leading and guiding technical teams in implementing critical IT

strategies that achieve maximum impacts with minimum resource expenditures. Adept at overseeing technology

improvement initiatives, implementing proven policies that align technology services to meet expectations.

Skilled in collaborating with vendors/partners to translate needs into solutions. Talented project team leader, able to

forge solid relationships with strategic partners and build consensus across multiple organizational levels.

IGHLIGHTS OF EXPERTISE

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Planning, Budgeting and Scheduling New Technology Implementation & Configurations

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Life Cycle Project Management Vendor & Client Relationship Management

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Business Processes Improvements Team Leadership & Development / Mentoring

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Value Added IT Business Solutions Budgeting & Accounting & Finance Management

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Database Management Concepts Health Information Management Principles

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Microsoft Forefront Identity Manager ITIL v3 Foundations

CAREER SUMMARY

EXAS HEALTH RESOURCES, Dallas, TX

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Delivered high level technical leadership in maintaining / supporting critical IT systems for this nonprofit health care firm

operating 25 acute care/short stay hospitals serving 6.2M people in north central Texas.

HELP DESK MANAGER (01/2009 to 05/2014)

Charged with leading and directing team of 15 employees in maintaining/troubleshooting IP node network and

infrastructure platforms to support of 22K hospital employees and 5500 physicians. Served as point of contact to

clients, driving strategies that resolved escalated issues and ensured customer satisfaction. Proactively troubleshot

and resolved hardware/software issues, network connectivity issues for users operating across multiple platforms.

Maintained communication with management regarding performance metrics and achieved SLA’s. Trained and

mentored team members to follow ITIL best practices/standards.

Key Accomplishments:

• Driven communicator, served as liaison between customer and other Business Units to identify root cause

issues and focus on deploying company resources for immediate resolution of customer issues.

• Improved clinic system uptime from 91 % to 95% and increased first time issue resolution rate to 90%.

• Credited for increasing revenues and reducing costs by aggressively resolving issues remotely.

• Supervised cross functional team in delivering timely resolution of customer’s issues, administered Active

Directory user accounts/group policies and Exchange server email accounts.

• Demonstrated leadership by communicating with customers and employees regarding completion of large

scale, strategic project solutions that met clients’ needs and satisfied SLA’s.

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Key Projects:

Identity Management Systems Project: Maintain full Identity Management systems;

Integration of all Active Directory and Exchange.

Microsoft Office Suite Upgrade/Installation Project: Organized IT team to configure and install

Microsoft Office Suite for 3000 users and trained users on the application features.

Microsoft Forefront Identity Manager Project: Creating User Access Accounts, maintaining and

managing various user groups including internal and external employees using Microsoft Forefront

Identity Manager and Active Directory.

HART ONE, Irving, TX

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Provided technical expertise in actively supporting and maintaining mission critical software applications remotely for

100+ hospital accounts and end users, interfaced with software developers and administrators to ensure smooth

operations.

APPLICATION SUPPORT ANALYST (12/2003 to 12/2008)

Interfaced with diverse range of clients in delivering outstanding technical support, monitored application functions

and led processes to install/upgrade to latest software versions. E valuated technical issues and devised appropriate

solutions to resolve problems quickly and efficiently. Provided high level failure analysis, issues and performed

critical technical diagnostic to ensure system functionality. Assessed end user needs, consulted with staff and

management to limit system downtime and optimized production.

Key Accomplishments:

• Conceptualized, developed and managed critical software implementation initiatives; ensured successful

installation and configuration of key company wide commercial/proprietary applications.

• Played key role in design and deployment of key strategies to concurrently test multiple products, monitoring

new feature enhancement and providing feedback to engineering team.

• Credited for authoring numerous technical instructions for hardware and software applications; provided

after hours technical support for Network, Help Desk, and Client/Server environments.

• Gained reputation as a resourceful and knowledgeable support analyst with the strong ability to troubleshoot

any/all technical issues, thus ensuring end user satisfaction., Atlanta, GA

IBM

Recruited to deliver high level technical phone support for both internal/external client’s worldwide, operating firmware

and software locations spanning multiple geographic areas.

HELP DESK ANALYST (07/1998 to 12/2003)

Deliver 24/7 tier 2 technical support, utilizing in depth understanding of IBM product lines and technologies.

Entrusted with remotely installing, testing and servicing all IT/technical resources, ensured client equipment and

applications were configured to meet user needs and maximize system performance. Managed and reported day to

day installation and support activities. Completed reports, quality audits and problem escalation strategies. Tracked

software/asset inventories, troubleshot and resolved client resources failures.

Key Accomplishments:

• Consistently maintained 70% issue resolution rate, earning “Top 5%” performance rating companywide.

• Increased warranty revenues by effectively promoting and securing long term product contracts (Top 5)

• Honored by management for consistently meeting or exceeding all corporate goals and objectives.

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EDUCATIONAL BACKGROUND

M.S. in Management Information Systems KELLER GRADUATE SCHOOL OF MANAGEMENT, Dallas, TX (2007)

B. S. in Information Technology DEVRY UNIVERSITY, Atlanta, GA (2003)

A.S. in Computer Science – New York UNIVERSITY – New York, NY (2001)

Technical Proficiency:

Platforms: Microsoft Server 2008, Windows Vista / 2000 / XP / NT / 98, Linux, UNIX, Exchange Server

Tools: MS Office 2010, 2013, 365, Oracle 8i, FrontPage, Microsoft .NET, Remote Desktop Services, LogMeIn

Rescue, Access Anywhere, Visio, Citrix

Applications: EPIC, GE Business Centricity, CareGate, Medical Coding, ServiceConnect, Heat, Footprints, SalesForce,

Cerner, MedCopia, Dragon Imaging Software, Lync2010,

Network: TCP/IP, LAN/WAN Network Design, Ethernet, Token Ring, FDDI, IPX / SPX, NetBEUI

Languages: Visual Basic, PL/SQL, XHTML, VBScript, JavaScript, COBOL II, Assembler, JCL, Fox Pro 2.5

Hardware: Desktops / Laptops/ Smart Phones /Cisco Router/Switches, VPN

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