Manager Service

ANDREW ABELA

*** *********

South Lyon, MI *****

Home: 248-***-****

Cell: 313-***-****

SUMMARY

Well-rounded manager with broad knowledge and over 15 years of

experience in management, Project and budget management, team and

project goal reaching techniques. Experience in computer systems,

designing and building networks, technical and PC Technician

experience with a background in both the healthcare and manufacturing

industries.

PROFESSIONAL EXPERIENCE

I.T./Service Desk Manager - Lowry Computer Products, Brighton, MI, May 2008

to Present

. Responsible for both Internal and External Service Desk for the entire

company. Currently manage twenty direct reports; Six internal dispatch

and I.T. helpdesk with fifteen remote service agents all across the

country.

. Modified the former service desk plans with ITIL foundation management

planning. Have created a team building process to further the quality

and expertise of the team to make them more efficient.

. In charge of all service purchasing including; managing maintenance

contracts, Budgeting, smart phones, air cards, tablets, computers and

vendor management.

. Worked with human resources to establish new security and government

compliance auditing rules for Information Technology at Lowry. Have

trained direct reports in the I.T. procedure and training process for

new employees.

. ITIL certified, experience and procedure planning. Created and tested

methods and techniques for best practices.

. Coordinating I.T. functions for the company.

. Involved in budget considerations, lead the team in new phone install

and numerous I.T. updates saving the company over $35,000 in 2008,

$22,000 in 2009, $15,000 in 2010, $56,000 in 2011 and $37,000 in 2012.

. Managing LAN and WAN computer network for 3 locations throughout the

U.S.(Michigan, Minnesota, California) and numerous remote sites. This

includes sub-networks and their various aspects (Cisco routers,

switches, hubs, cabling, etc).

. Build, image and administer servers and systems including: Exchange

Server 2010, 2007, Windows 2003 R2 server, Windows 2008 R2 server.

. Experience with SQL and Crystal Reports reporting.

. Provide support and technical training for over 100 employees on

consistently updated and changing software (MS Office 2007, VPN, ) and

hardware( PCs, laptops, copiers, printers, etc).

Senior Technology Support Analyst - i3-Ingenix, United Health Group, Ann

Arbor, MI - May 2007 to May 2008

. "Special project" management and initial customer setup consultation

. Consulting and advisory roles to a world-wide help desk

. Consulting on company worldwide email migration efforts

. Tier 2 support of both VPN and network connections for a worldwide

conglomerate company

. Troubleshooting network and application issues for our partner

companies

Manager of Systems Support, MI - CorVel Corporation, Livonia, MI - February

2002 to May 2007

. Effectively brought the yearly IT costs down to 20% under budget in

2002

. Managing computer network systems for 5 locations throughout the state

of Michigan. This includes LAN and WAN networks and their various

aspects (Cisco routers, switches, hubs, cabling, etc)

. Work with Windows 2003 server, SQL server, Alpha/Vax Server, multiple

Lotus Notes 5 servers and Windows XP, 2000, 98, 95 operating systems

. Provide support and technical training for over 100 employees on

consistently updated and changing cutting edge software (Advocacy,

Peoplesoft, MS Office) and hardware (PCs, laptops, printers, etc)

. Software: Peoplesoft, Crystal Reports, specialized software programs

for data and reporting

. Knowledge of HIPAA compliance regulations

Systems Administrator - J Lewis Cooper Company, Dearborn, MI - June 1999 to

September 2001

. Managed IT Systems department

. Managed Vendor contracts and maintenance

. Helped plan and manage IT budget for the company

. Increased department efficiency by 18% for 2000, 21% for 2001

. Maintenance of and technical repairs of desktop PC and server

equipment

. Administration of the Fujitsu F9600 (Version 15) phone system for the

entire company

. Lotus Notes R5 (version5.08) Mail Administration

. Fielded all calls for help desk for software assistance (i.e. Windows

97 and 2000 Professional)

. Built, loaded and installed a Novell 5.0 server for the Detroit site

. Ordered, Loaded and currently maintained Windows NT 4.0 Server

. Worked closely with sales support to provide maximum efficiency

. Responsible for Integrated Badge Security System (Guardian Alarm)

Office Services/LAN Administrator - RSKCO (CNA Insurance), Southfield and

Livonia, MI - April 1998 to May 1999

. LAN/ WAN responsibilities and troubleshooting (4.XX, Windows NT

servers)

. Increased end user response and satisfaction by 35%

. Handled all software and hardware issues for local office

. Answered help desk calls for all software supported (Windows 97

professional, etc.)

. Team Leader of 5 people in IT department

. Responsible for maintenance and repair of fax machines, copiers, and

printers

. Responsible for maintenance of telephone and telecommunication lines

. Coordinated people in a team environment to provide prompt and

accurate service

. Responsible for security operations and emergency plan management

. Created a new office inventory system and significantly decreased

office expenditures

. Worked with mainframe computer system to produce and distribute

insurance reports

. Configured and setup Windows NT & 95 network

. Serviced Windows 95 & NT 4.0 Workstations

CAD Draftsman/ Design Engineering - Sidley Diamond Tool, Garden City, MI -

August 1995 to April 1998

. Create CAD files and detailed prints for manufacturing of all product

lines

. Engineered plans for new industrial devices

. Assisted in administration of Microsoft Exchange and Outlook

. Assisted IS manager in upkeep of private LAN (Novell 4.11 server)

. Instrumental in rewriting engineering procedures and for ISO9002

certification

. Instrumental in processing jobs through Engineering

Manager - Little Caesars Pizza Enterprises, Livonia and Northville, MI -

July 1987 to August 1995

EDUCATION

Bachelor of Science, Business Information Systems (Information Technology)

University of Phoenix, Southfield, MI

CERTIFICATIONS - ITIL Foundations 2011 Certified

TECHNICAL SKILLS

. Microsoft Windows 2000,2003 and 2008 with R2 server

. MS Office suite through 2013

. Novell Client and Server (through 5.0)

. SQL Server 2005 and 2008

. Sonicwall, Barracuda, Checkpoint Firewall and Websense (PFSense)

. Rally development project software

. Windows XP through Windows 8 Professional and related suites

. NEC Standard and voip phone system

. Citrix Metaframe Client 10.1

. VMware, ESXi Platform Virtual machine

. Team Foundation Server 2008 - 2010

. ITIL Experience and practiced methods

. Spiceworks network monitor system

. Backup Exec & Netvault backup software

. Crystal Reports 8 - 2008

AFFILIATIONS

. Member of the Masonic Lodge 247 of Brighton - September 2008 - Present

. President - Oxford Meadows Home Association - April 2006 to 2009

. Committee Member, Pack 236 - Boy Scouts of America - May 2007 to 2008

. Den Leader, Pack 435 - Boy Scouts of America - April 2003 to May 2005

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