STEPHEN J. SZARYKO

* *** *****

Hillsborough, NJ. 08844

Home: (908) 281 – 0193 Cell: (908) 461 – 2665

Email: acquxp@r.postjobfree.com

Summary of Qualifications:

Currently I possess over 20 years IT experience with most of that time being centered in a Service Desk Management environment.

Experience managing Help Desk/Desktop Engineering, and Break/Fix groups.

Experience managing multiple teams and managing service provider to achieve the goals of the business unit.

Managed multiple projects within a PMO framework and Develop applications utilizing the Full (SDLC).

Completing medium to large scale corporate development and implementation project on time and on budget. Though the use of MS Project to manage the Project and its Resources to successfully complete the project.

Managed the relationship between IT and the business partners and senior management through regular communications.

Effectively create project plans, presentations, documents, and spread sheets to share this information.

Responsible for managing and maintaining LAN/WAN systems. Manage and maintained the integrity of 1000’s of PC’s on Ethernet LAN’s, hardware and software purchases, vendor management, coordination of installation of WAN to direct sales centers and indirect agents for major systems.

Created and managed Service Level Agreements (SLA) and Standard Operating Procedures (SOP).

Coordinated migration of desktops from Windows XP and Vista to Windows 7.

Experience Supporting Multiple Trading floors, including Real Time Market Data Services (i.e. Bloomberg, Reuters).

WORK HISTORY:

January 2014 to July 2014 Institutional Investor, NY

Service Desk Manager

Manage the Project team to migrate the US based desktop from Windows XP to Windows 7.

Managed both Hardware and Software assets for the company.

Take the lead role on all US Based projects involving the Service Desk.

Primary contact for all change management activity regarding the US.

Attend and Chair weekly Change Management Meeting with regard to the US.

Kept key stakeholders informed through regular communication.

Was responsible for the end to end monitoring of all change within the US.

Worked in conjunction with the the project team to make sure necessary and key information was gathered in a timely manner.

Manage a Global Service Desk consisting of four Level 1 and 2 Technicians utilizing Supportwork and ITIL principles to support over 650 US End Users and over 2000 global end user in a Windows 7 and Mountain Lion (MAC) environment.

Primarily responsible for the effective desk side support for all offices within the US.

Owning the day to day relationship with the local user base and senior management, as well as ensuring effective communication of key changes to the production environment.

Implement a Call Monitoring system for tracking metrics.

Understand the users’ service requirements and expectations and drive the Service Desk to not only meet, but exceed these wherever possible.

Create and monitor performance metrics to ensure the Service Desk is delivering on its SLA against user expectations and take appropriate actions when not.

Provide timely and useful statistics regarding the Service Desk on a Daily, Weekly, and Monthly basis via scorecards.

Act as the single point of contact for all escalations involving the Service Desk.

Participate as a member of the Change Management and IT Steering Committees

Vendor management to include but not limited to, contract negotiation, vendor resource and project management, as well as procuring and evaluating bids to achieve the best value for the company.

Create and enhance an environment that uses Best Practices to achieve its goals and exceed user’s expectations.

Increase the Average ticket resolved rate from 70% to over 95% within the set SLA

Achieve and sustain a 90% First call Resolution Rate

Reduce the total number of Aged tickets per technician

Negotiated a 20% saving on the Companies Cellular Phone Bill

Negotiated 25% discount on all Hardware purchases

Recovered over $18,000 from a vendor that was not return to the company for over six years

Use SCCM for software installs and GHOST for image deployment

STEPHEN J. SZARYKO (cont.)

November 2012 to January 2014 Ferring Pharmaceuticals, NJ

Desktop Consultant

Participate as part of a team to migrate the US corporate headquarters desktop from Windows XP to Windows 7.

Take the lead on small to medium size project.

Perform first and second level desktop support.

Utilizing Service Now to track and monitor service requests and incidents using ITIL principles.

Setup scripts in Service Now to enter client tickets.

Configure New Hires for both Corporate Headquarters and Field Representatives. Setting up laptops, Ipads, and Blackberries

Participate and coordinate employee moves.

Use Altiris for software and image deployment.

May 2012 to October 2012 Barnes and Noble College Bookstore, NJ

Desktop/ Infrastructure Consultant

Ensure that all College Bookstore computers receive the latest version of anti-virus, and DAT Files.

Ensure that all College Bookstore computers receiving the MicroSoft updates from the Knowledgebase.

Ensure that all College Bookstore computers are on the correct VLAN and comply with the BN Standards.

Used Numara to track and report on all Helpdesk issues.

October 2011 to March 2012 Jesco Inc., NJ

Systems Engineer

Systems Administration including Create, Change and Disable Users in Active Directory on MS Server 2008r2.

Exchange Version 2010 Administration including Create, Change and Disable User Mailboxes and Manage Distribution Lists.

Network Administration and Server Monitoring through Event Viewer for potential issues.

Setup and Maintain Wireless Access Point.

Used MS Office 2010 to create SLA’s and SOP’s and used Sharepoint for all for all document sharing.

Provide White List Administration to include the addition of email addresses as needed to the approved list.

Setup of new Store Locations including the installation of networking equipment and all related hardware and software including Server(s), Switches, Data Lines, Desktops, Laptops, Wireless Access Points and Credit Card and Check Machines.

Initiate Image Creation of Desktop and Laptop Computers using Ghost to speed up the deployment of new hardware.

Streamline the process of updating software used by Service Technicians on a monthly basis.

Make recommendation to Senior Management on process improvement.

Responsible for nightly Backups.

Resolve incoming calls and emails quickly through the use of Remote Desktop Software Team Viewer.

Interface with Third Party Vendors to resolve issues with either Hardware or Software.

April 2011 to October 2011 KPMG, NJ (Short Term Contract through Apex Consulting)

Software Support Consultant

Provide Second/Third Level Software Support – For eAUDIT.

Assist Auditors with the creation of their 2011 Audit Files.

Assist Auditors with the creation of the Client PDF Document.

August 2008 to October 2010 Comcast Cable Company, NJ

Advanced Products Group, CAE

First and second level Call Center phone support resolving Internet issues. Providing assistance to our customers with Email applications and Internet Browsers.

Handling approximately 60 calls per day. Logging all calls in Remedy for tracking purposes.

Supporting all versions of Microsoft Windows XP through Windows 7, as well as MS Office 2007.

Supporting all aspects of Apple Macintosh OS 10.x from Network Connectivity, to MAC Mail, and Application support. As well as the setup and configuration of wireless airports devices.

Perform Supervisor functions during heavy call periods as well as mentor junior Call Center CAE’s.

November 2007 to August 2008 Freelance Computer Support

Freelance Consultant

Setup and configure computer systems for family run businesses.

Perform support calls for the above clients.

STEPHEN J. SZARYKO (cont.)

July 2007 to October 2007 Design Strategies (Consulting to Bear Stearns), NY

Desktop Manager

Manage the Desktop and Break/Fix groups Levels I, II, III consisting of 40 Technicians for the entire Bear Stearns organization throughout North America and Canada.

Report Service Level Metrics to Senior Management.

HR processes (hiring, terminating, managing temporary staff and agencies).

Manage Special Projects that are awarded to Design by Bear Stearns.

Manage Branch relations between Design and Bear Stearns throughout North America including Canada.

January 2005 to May 2007 Teksystems (Consulting to CitiBank), NY

Operations Project Manager

Manage the Day-to-Day operation and support of a web based Portfolio Management application (PlanView).

Report Metrics and project status along with problem resolution to client community and senior management.

Support the development of portfolio management application through the full SDLC.

Manage and prioritize all incoming trouble calls and applications requests for service through the use of the Ticketing System.

Prioritize and track system problems to determine the Root Cause, and to determine the resolution.

Responsible for recommending and implementing solutions to increase overall productivity of the operations group.

Responsible for the creation and management of the Disaster Recovery and Business Continuity plan for the group.

Create and Manage Service Level Agreements and Standard Operating Procedures.

Manage the budgetary needs for the group. Review staff on an annual basis.

Design and manage project plans using MS Project and the resources needed to successfully complete the projects.

August 2003 to November 2004 United Health Group, Basking Ridge, N.J.

IT Infrastructure Manager

Manage Helpdesk/Desktop Engineering group Levels I, II, III and manage day to day operations of the desktop including, PC’s, Hand held, Telephone Equipment, Printers, LAN closets, and Data Center.

Design and develop a standard desktop image that is deployed throughout the site.

Designed a Ticketing system to track incoming issues using MicroSoft Sharepoint.

Coordinate the conversion of the desktop from Windows 2000 to Windows XP workstation.

Support users in a 600 node Development environment. Manage desktops through the use of SMS.

Manage Change Management through Peregrine Systems.

Manage and support the sites Definity PBX, and Intuity Voicemail System performing add, changes, and deletes.

Member of the Disaster Recovery Business Continuity team.

Design and manage project plans using MS Project and the resources needed to successfully complete the projects.

Coordinated the purchasing of hardware and software, manage the inventory, and establish hardware maintenance contacts.

April 1995 to July 2003 Merrill Lynch Asset Management/State Street Corporation, Plainsboro, N. J.

Desktop Manager

Manage Desktop Engineering group Levels I, II, III and manage day to day operations of the desktop including, PC’s, Hand held, Telephone Equipment, Printers, LAN closets, and Data Center.

Design and develop a standard desktop image that is deployed throughout the site.

Coordinate the conversion of the desktop from Windows 95 to Windows 2000 workstation.

Support users in a 1500+ node environment of which over 400 were Mutual Fund Accountants.

Coordinate and manage all projects for three trading floors Money Market, Tax Exempt and Equity.

Perform desktop support for a variety of Real Time data services (i.e. Bloomberg, Reuters).

Manage Change Management through the use of Peregrine Systems.

Manage and support the sites DHCP server. Manage desktops through the use of SMS.

Manage and support the sites Definity PBX, and Intuity Voicemail System performing adds, changes, and deletes.

Member of the Disaster Recovery Business Continuity team.

Design and manage project plans using MS Project and the resources needed to successfully complete the projects.

Coordinated the purchasing of hardware and software. Manage the inventory of all PC hardware and software, and establish hardware maintenance contacts.

STEPHEN J. SZARYKO (cont.)

Previous Responsibilities

Maintain administration and integrity of PC’s on Novell 3.11 LAN include system security (create, modify, delete user accounts).

Responsible for daily system backup and tape rotation.

Manage main front-end order processing system. Meet with end users on enhancements and repair of bugs through the vendor.

Capacity planning for current and future server needs.

Document operational procedures, train night operators.

Used Saleforce.com in a Help Desk/Customer Service environment.

Managed the installation of an AS/400 running JD Edwards, setup user ID's, design procedures for operation.

Responsible for the design, develop, and implement of systems. Manage programmers; document systems using structured data flow diagramming, train end users; write end user documentation; assist in the interviewing process of prospective employees.

Responsible for managing data entry staff; re-design current systems; design new systems to meet department needs; Ad Hoc reporting; data base administration.

HARDWARE: Pentium PC, HP Proliant, HP Blade Servers, HP Storage works TL895, Hand handles (including Blackberry and Palm), Cisco 2600, 5500, and 6500 switches, Sonic Wall TZ210 and TZ2400 Firewalls, Scanners, AS/400, IBM 3090, HP Series Printers, HP Jet Direct Cards, Tektronix Phaser printers,

SOFTWARE: Windows XP – Windows 7, Windows Server 2008, Apple Macintosh IOS, Office Professional 2010, Exchange Server 2010, Team Viewer, Remedy, Numara Footprints AssetCore, Peregrine, Various Real time Market Data Services(Bloomberg, Reuters), MS Project 2003, PlanView, SMS, Veritas Backup EXEC, SNA, VPN, Novell 3.11, GammaFAX, PC Anywhere, Lotus Notes.

VOICE KNOWLEDGE: Definity PBX, and Intutity Voicemail

PROTOCOLS: TCP/IP, NWLink IPX/SPX, NetBEUI

EDUCATION:

MIDDLESEX COUNTY COLLEGE Edison, New Jersey

Certificate in Programming

AlphaNet - March 2001

Microsoft Windows 2000 Professional and Server

Microsoft Windows 2000 Network and Operating Systems Fundamentals

Currently

Studying for the PMP Certification Exam.

Studying for the ITIL V3 Fundamental Certification Exam.

REFERENCES: Upon Request

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