Service Engineer

** ********* **. ***** 716-***-****

West Seneca, NY E-mail

***** **********@hotmail.

com

Harold Van Gorder

Objective Quality focused IT Professional with ITIL

Foundation V3 Certification and A+ Certified with

20+ years experience as a Systems Engineer and

hardware and software consultant. Proven ability to

create and deliver solutions that meet corporate

objectives tied to business and technology

performance. An effective trainer of technicians

and laypersons.

Professional 2011 - 2014 HSBC Bank NA Buffalo, New York

experience Incident Service Manager

To lead team as one coherent unit and deliver as

per agreements

To delegate within the team to utilize man power

efficiently

Train team members for all new features and new

nodes

Interact with Senior management as and when

required

Real Time and continuous follow-up with Global

support teams for all critical Incidents for

resolution

Manage and coordinate all activities during over

all Incident life cycle

Chair bridge calls for effective coordination,

Incident resolution and service restoration

Continuously follow-up with support teams for

relevant notification updates, agreed SLA'S and

drive for resolution

Produce proactive reports, trending analysis,

service level reporting, process consultation and

application of ITIL best practices

Provide detailed Root cause analysis to the problem

management team

Provide feed back which includes but not limited to

incident description, executive summaries, detailed

timelines, action plans, workarounds and resolution

2006 - 2011 HSBC Bank NA Buffalo, New York

Service Desk Supervisor

Service desk supervisor for 31 staff members for

U.S and offshore locations

Responsible for all internal and external customers

Managed and installed Xerox safecom printers in all

HSBC branches

Assisted in deploying new applications to all

branches

Administered all local and remote backups

Administered PBX and Avaya phones

Granted and configured Cisco phones

Managed all new installs for servers, switches ad

other network resources

Managed all remote workers via Citrix and VPN

Created user manuals and how- to documentation

Maintained staff schedules and administrated their

reviews

2003 -2006 Household

International Wooddale, IL

Citrix Consultant

Configured and administered Citrix application and

printing

Maintained Citrix server and farm

Ensured availability and performance of critical

nation wide client and server application

Supported windows server and Citrix Xenapp

Maintained a multi tiered Citrix infrastructure

Demised the Buffalo farm

Made recommendations regarding the infrastructure

Granted user access

Military 1984-1990 U.S Navy

experience Boiler Operator

Maintain boilers, generators and evaporators

Provide all electrical and fresh water for the crew

Maintain the integrity of the ship

Perform routine maintenance and repairs as needed

References Available upon request

Contact this candidate