Information Technology Staff

COLLEEN MARIE ALAIMO

**** ******** ***. **, *** *04 WASHINGTON, DC 20002

********@*****.*** 708-***-****

● PLATFORMS – WINDOWS XP/VISTA/7/8 – SERVER 2003/2008/2012 – LINUX UBUNTU

● MICROSOFT – ACTIVE DIRECTORY,SQL, SCCM, WSUS, GROUP POLICY, INTUNE

● VMWARE – ESXI 5.X, VSPHERE,

● HARDWARE – HP, DELL BLADE SERVERS, WORKSTATIONS, FIBRE CHANNEL/ISCS/NAS, RAID, PERIPHERALS

● SOFTWARE – REMEDY, OFFICE, SYMANTEC GHOST/AV/BACKUPEXEC, MCAFEE IDS & ANTIVIRUS, AWS,

SALESFORCE, ZENDESK, SERVICEDESK PLUS, JIRA, EXCHANGE, SCCM, GOOGLE APPS FOR BUSINESS, GITHUB,

JENKINS, AWS

● CRYPTOGRAPHY – SSH, SSL/TLS, HTTPS,BITLOCKER, TRUECRYPT, FLILEVAULT

● NETWORKING – LAN/WAN, TCIP/IP, DNS, DHCP, SMTP, FTP, TFTP, VPN, 802.11X

● NETWORK SECURITY – IDS/IPS, FIREWALLS, RETINA, WIRESHARK, BACKTRACK

● TRAINING AND CERTIFICATIONS: AGILE SCRUM, A+

CAPABLE OF LEVERAGING TECHNOLOGY TO MAXIMIZE RESOURCES AND IMPROVE PRODUCTIVITY.

PROFESSIONAL EXPERIENCE

NEIGHBORWORKS AMERICA 2014-PRESENT

MANAGER, IT SUPPORT

● OVERSEE HELP DESK SUPPORT TO ENSURE THAT END USE PROBLEMS ARE RESOLVED IN A TIMELY AND EFFECTIVE MANNER.

● TRAIN AND GUIDE SUPPORT SPECIALISTS TO EFFECTIVELY UTILISE PROBLEM MANAGEMENT PROCESS TO ENSURE QUICK AND

ACCURATE RESPONSES TO ALL END USERS, WHILE EMPHASIZING A CUSTOMER FOCUSED ATTITUDE

● TRACK AND ANALYZE SUPPORT CALLS IDENTIFYING AREAS OF NEED AND CREATE STRATEGIES TO ENHANCE END USER

CAPACITY AND RELIANCE ON SUPPORT PERSONNEL

● DEVELOP DOCUMENTATION, INCLUDING: PROCEDURES,

COMPREHENSIVE OPERATIONS GUIDELINES AND INVENTORY

MANAGEMENT, DEPLOYMENT GUIDES, BUDGET INFORMATION, TRAINING GUIDE AND SUPPORT MATERIALS.

● PROVIDE REGULAR FEEDBACK AND PROCESS IMPROVEMENTS TO SENIOR MANAGEMENT

● IMPLEMENT NEW ITSM SOFTWARE

2U – LANDOVER, MD 2012-2014

IT HELP DESK MANAGER

● MANAGE A TEAM OF TECHNICIANS PROVIDING SUPPORT TO HUNDREDS OF EMPLOYEES THROUGHOUT THE WORLD

● AUDIT TICKETING TRENDS AMONG THE ENTIRE COMPANY VIA SALESFORCE AND JIRA

● IMPLEMENT ENTERPRISE SOLUTIONS IN ORDER TO SUPPORT FAST EXPANSIONS OF STAFF AT A START UP

● WORKED WITH VENDORS TO NEGOTIATE CONTRACTS SAVING THE COMPANY $300,000 OVER 1 YEAR

● HIRED AND EXPANDED STAFF OF THE HELP DESK TO REFLECT AND KEEP UP WITH COMPANIES RAPID GROWTH

● WORKED WITH C LEVEL STAFF TO IMPLEMENT DATA SECURITY POLICIES

● KEY PART OF THE TEAM THAT WROTE, IMPLEMENTED AND SUPPORTED OUR NEW ISP

● WORKED WITH HELP DESK STAFF TO EXPAND THEIR ROLES, ALSO EXPANDED THE SIZE OF THE TEAM FROM 3 STAFF 9

TO

TO SUPPORT THE FAST GROWTH OF THE COMPANY

● NET PROMOTER SCORE FOR THE HELP DESK STAFF AND SERVICES INCREASED BY 38 POINTS UNDER MY MANAGEMENT

● TRAINED NEW STAFF AND COACHED STAFF TO EXPAND THEIR KNOWLEDGE AND SUPPORTED THEM IN TRANSITIONING INTO

BIGGER ROLES WITHIN THE COMPANY

KAINE FOR VIRGINIA - RICHMOND, VA 2011-2012

DIRECTOR OF TECHNOLOGY

● SET UP NETWORK AND PHONE INFRASTRUCTURE IN MAIN HQ AND FIELD OFFICES

● SUPPORT IN HOUSE AND REMOTE CAMPAIGN STAFF AS WELL AS COORDINATED STAFF IN FIELD OFFICES

● MANAGE IT TEAM THROUGHOUT STATE

● KEEP CAMPAIGN MANGER AND CANDIDATE UP TO DATE ON NETWORK AND USER ISSUES DAILY

● COMMUNICATE WITH SENIOR CAMPAIGN STAFF REGARDING NETWORK NEEDS AND CAPABILITIES

● TRAVEL WITH SENIOR STAFF AND CANDIDATE TO SET UP NETWORK AND A/V AS NEEDED

● MONITOR HIGH LEVEL PRESS AND CANDIDATE CONFERENCE CALLS

● MANAGE ALL TECHNOLOGY PURCHASING AND INVENTORY

BLACKMAN KALLICK - CHICAGO, IL 2010-2011

IT SUPPORT ANALYST

● WORK WITH INTERNAL AND REMOTE CUSTOMERS TO PROVIDE ASSISTANCE AND RESOLUTION TO INFORMATION TECHNOLOGY

ISSUES RELATED TO THEIR JOB.

● WORK WITH EXTERNAL CLIENTS TO RESOLVE ISSUES RELATING TO THEIR PORTAL

● USED TICKETING SYSTEM TO TRACK INFORMATION AND ANALYZE PROGRESS OF INGOING ISSUES.

● MANAGE TIER 2 AND 3 SUPPORT REQUESTS.

● SUPPORT ALL DESKTOPS, LAPTOPS, PRINTERS AND COPIERS.

● REPAIR EQUIPMENT AS NEEDED

● WORKED AS A MEMBER OF THE ECO TEAM TO LOWER PAPER USAGE, AND POWER CONSUMPTION THEREFORE SAVING THE

COMPANY THOUSANDS OF DOLLARS.

IES ABROAD – CHICAGO, IL 2008-2010

IT CLIENT SERVICES TECHNICIAN

● WORK WITH INTERNAL CUSTOMERS TO PROVIDE ASSISTANCE AND RESOLUTION TO INFORMATION TECHNOLOGY ISSUES

RELATED TO THEIR JOBS.

● USED TICKETING SYSTEM TO RECORD INFORMATION FOR TRACKING, ANALYZING AND REPORTING FUNCTIONS.

● MANAGED WITH EQUIPMENT ACQUISITIONS, UPGRADES, REPAIR, RECYCLING, AND RECOMMENDING ALTERNATIVE SOLUTIONS

● REVAMPED THE PURCHASE AND INVENTORY MAINTENANCE PROCESS THAT WAS IN PLACE TO A MORE STREAMLINED SYSTEM

● MANAGE DAY TO DAY TIER 1 AND 2 SUPPORT REQUESTS

● WORK WITH OTHER DEPARTMENTS TO FULFILL THEIR TECHNOLOGY NEEDS

● MANAGE ALL TECHNOLOGY PURCHASING AND INVENTORY

● SUPPORT ALL DESKTOPS, LAPTOPS, PRINTERS, COPIERS

● PROVIDE HIGH LEVEL OF CUSTOMER SUPPORT.

● WORKED WITH OTHER DEPARTMENTS TO HANDLE ALL AV NEEDS INCLUDING THE ANNUAL CONFERENCE.

KEY ACHIEVEMENTS:

● PROJECT COORDINATOR FOR THE FACILITATION OF IT INCENTIVES, INCLUDING THE CREATION OF AN INVENTORY AND

PURCHASING PROCESSES, WHICH INCLUDED WORK AND COORDINATION WITH OUTSIDE VENDORS. .

● IMPLEMENTED AND MAINTAINED CURRENT HELP DESK PROCEDURES.

DOMINICAN UNIVERSITY – RIVER FOREST, IL 2006 - 2008

HELP DESK SERVICES COORDINATOR

● COORDINATE HELP DESK CUSTOMER SUPPORT FUNCTIONS TO ENSURE PROBLEMS AND QUESTIONS CONCERNING

TECHNOLOGY AND ASSOCIATED SUPPORT FUNCTIONS ARE ASSIGNED IN A TIMELY MANNER. UTILIZE HELP DESK

THE

SYSTEM TO TRACK HELP CALLS AND ANALYZE THE INFORMATION TO HELP PREVENT OR STOP PROBLEMS. KEEP ABREAST

OF TECHNOLOGIES USEFUL TO THE UNIVERSITY AND THOSE ALREADY EMPLOYED BY THE UNIVERSITY. WORK WITH THE

DIRECTOR OF INFORMATION TECHNOLOGY TO PLAN FOR THE FUTURE TECHNOLOGY NEEDS OF THE UNIVERSITY AND THEN

COORDINATE THE IMPLEMENTATION OF THOSE DECISIONS.

● IMAGING ON MACINTOSH AND WINDOWS ENVIRONMENT.

● MANAGE SUPPLY INVENTORY, INCLUDING TONER AND INK AS WELL AS IT OFFICE SUPPLIES, FROM ORDERING POINT

THROUGH CUSTOMER CHARGE BACK.

● ASSIST USERS OVER THE PHONE AND IN PERSON TO SOLVE COMPUTER SOFTWARE AND HARDWARE, NETWORK,

PERIPHERALS AND PRINTER RELATED ISSUES.

● MANAGED A TEAM OF OVER 30 STUDENT ASSISTANTS, INCLUDING SCHEDULING, TRAINING AND DEVELOPMENT OF THEIR

FUTURE SUCCESS.

● COMPILE MONTHLY REPORTS FROM THE HELP DESK AND ANALYZE THE RESULTS.

● FACILITATE THE NETWORK APPLICATION PROCESS AND COMMUNICATE WITH ALL RELATED PARTIES, INCLUDING NEW USER

SETUP AND TERMINATION OF ACCOUNTS.

EDUCATION

TRITON COMMUNITY COLLEGE – RIVER GROVE, IL

DOMINICAN UNIVERSITY – RIVER FOREST, IL

DECEMBER 2007

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