Help Desk Analyst III

tomas temprosa

*** ****** ****** 609-***-****

Westville, NJ 08093 ************@*****.***

Summary

Top performing IT system management specialist with over 15 years

experience.

Areas of Expertise:

System Development Life Cycle MS Windows System admin

Architect

Active Directory Change Management for maximum

availability DNS

Network Administration Public Key infrastructure

Security admin expert Onboarding, training, mentoring, team

development

Performance tuning and diagnosis Disaster recovery - Six Sigma

Professional Experience

HP, NJ

Sr Analyst (2010-2015)

. Participates as a member of and/or leads Information Technology (IT)

technical team or teams of support engineers on applications or sub

domain. Represent team(s) as liaison to the end users.

. Develop innovative team solutions to complex problems.

. Applies deep broad knowledge of technology and industry trends to

operate, and administer high risk critical infrastructure or software

platforms and user groups of high complexity.

. May act as an Incident Life cycle coordinator or service delivery lead to

provide resolution for complex issues.

. Partners with members of a team and other IT teams as appropriate; leads

technical team while resolving key issues. Identifies potential

escalations and proactively alerts management; leads and escalates

through L3.

. Independently reviews and manages highly complex and high risk changes to

critical business systems.

. Independently implements end user or enterprise

infrastructure/Application or services of significant complexity.

. Independently resolves highly complex technical issues within a broad

technical area.

. Defines and leads development and experience programs for lower tiers and

one-to-one mentorship for high potential solutioning team members.

. Provides mentoring and guidance to other technologists or developers.

Mentors and consults with team members and other organizations, customers

and vendors on complex issues.

. Participates in the Change Advisory or Technical Advisory Board.

. Responsible for solution development, competitive costing, and commercial

proposition integration and business case alignment of Enterprise

Services solutions supporting client business, applications and/or

information technology environments.

. Contributes to strategic direction for teams.

. Validate information systems and/or operational architectures meet

technical requirements and specifications.

. Identifies any repeating risks and initiates programs to address,

engaging leadership across all necessary disciplines.

. Responsible for solution development, competitive costing, and commercial

proposition integration and business case alignment of Enterprise

Services solutions supporting client business, applications and/or

information technology environments. Solution scope includes ongoing

delivery of services, services startup and transition, initial people,

technology and process transformation as well as ongoing refresh, meeting

client's specifications, strategic direction, technology context, and

business needs.

. Lead offering assurance capabilities and provide support for various

other offering and capability phase activities for the US Public Sector

market segments, ensuring standard solutions and delivery best practices

are being adhered to.

. Working with both Worldwide and US Public Sector peers, develop and

deliver IT operational and technical architectures assessment capability

to be deploy at all accounts.

. Provide technical guidance and consulting for Practice activities

including Cloud and Traditional ITO activities.

. Provide design leadership for the continuing evolution of Practice

offering and capabilities.

. Leads and / or provides expertise to functional project teams and may

participate in cross-functional initiatives.

. Provides direction and guidance to process improvement and establishes

policies; frequently represents the organization to external

customers/clients.

. Train the sales and delivery teams, help govern adoption and drive

consistency across U.S. Public Sector implementations.

. Identify and address technical or operational risks.

. Provide review/input on project activities for large enterprise or global

level projects.

. Collaborates with the project manager to develop detailed project plans

and work breakdown structures for large enterprise or global level

projects.

. Develop and deliver sales presentations at Chief Executive Officer

(CEO)/Chief Operating Officer (COO)/Core I/O Only (CIO) levels for large,

complex opportunities. Leads cross market segment projects. Works with

Vice President (VP) and C level executives.

. Lead the architectural design, development, deployment, and technical

quality of large enterprise or global solutions that span multiple

technologies and disciplines.

. Provide architectural direction for multiple medium to large sized

projects concurrently in various stages of their lifecycle or a large

project full time.

. Maintain the integrity of the proposed architecture to assure

professional quality and logical consistency in the face of political and

business pressures.

. Strong verbal and written communication skills; demonstrated influencing

skills, high level of technical and team leadership skills.

. Works with a global service desk unit (Tier 1) to ensure that regional

(Tier 2) policies and procedures are clear and properly implemented.

. Directly manage the ticketing system to ensure incidents and service

requests are assigned optimally -- maximizing skills of available

analysts.

. Design, build, maintain and deliver monthly KPI reports/excel dashboard

on key metrics - pivot table and report creation skills essential.

. Design, build, maintain and deliver solutions for secure & easy desktop,

laptop and mobile device deployments.

. Demonstrated ability to support a wide variety of business models

including call centers, remote sales forces, technology teams, corporate

executives, etc.

. Support a wide variety of systems including Cisco, Microsoft Office, MS

Lync, Vitalize, Remedy, Salesforce, Citrix, HP Virtual Rooms, Microsoft

Office Communication Solutions Conferencing, Avaya.

. Train teams to provide the above level of knowledge.

Roadmap / Technical Architect,

BMS (2005-2006)

. Design, document, and maintain architecture diagrams for systems,

processes, interfaces, and job scheduling.

. Continuously evaluate architectures against emerging technology trends or

business growth areas and target areas of opportunity to ensure

performance and capacity exceed demand.

. Apply and integrate emerging technology trends to new and existing

systems architecture.

. Interface with business and technology partners to develop a roadmap and

guide implementation teams towards a common architecture vision across

technology, processes, and tools.

. Evaluate current and imminent business problems and determine technology

solutions to solve or minimize.

. Serve as the primary technical architecture contact with business clients

and act as mentor or resource for colleagues with less experience.

. Ensure technology solutions are designed, developed, and implemented to

meet business needs.

. Own the end-to-end technical design for initiatives in close partnership

with the development and operations leaders.

. Perform analysis of user needs, documentation of requirements, and

translation into proper requirement specifications.

. Collaborates with Software Engineers, Operations Analysts, and Data

Configuration Specialist to negotiate and define technology solutions and

deliver.

. Perform tuning and optimization of batch jobs and or DB related tuning

experience.

. Assists in the planning and design of new or upgraded systems. Interacts

with departments to implement improvements in process.

. Identifies opportunities and recommends course of action. Writes detailed

business requirements and translates into system requirements to present

solutions, including impacts, to other team members and parties.

. Automate to reduce manual processes and improve efficiency across systems

and business processes.

. Build and manage plans for capacity management and performance

management.

. Ensure technologies and processes are simple, standard, and integrated.

Help Desk Analyst,

BMS (2000-2010)

. Provide support for laptops, desktops, cell phones, landlines and other

technical equipment in a professional and timely manner.

. Respond to help desk tickets and efficiently prioritize proper responses

in order to solve technology-related issues.

. Configure and troubleshoot computer, network and connectivity issues.

. Assist other team members as needed.

Other Related Experience

Education

B.S., Hospitality Management, Johnson & Wales University, City, RI

Professional Development

Graphic Design: Parsons New School, NY

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