Manager Office

Jeanette Verga

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

Jersey City, NJ 07305

551-***-**** (c) ************@*****.***

Result-oriented, talented professional with over 15 years of visible achievements in both customer-driven and technological industries. Expert troubleshooting skills combined with effective communication, quality control and accurate needs assessment abilities to consistently contribute to increased productivity.

SUMMARY OF QUALIFICATIONS

Strong technical aptitude with an ability to effectively translate technical information and procedures to end-users.

Effective troubleshooting and analytical skills with capacity to accurately identify and assess problems before providing solutions.

Dedicated to providing quality customer support; consistently meets or exceeds client needs by providing service beyond expectation.

Outstanding communication and interpersonal skills with ability to listen effectively respond appropriately and maintain mutual comfort level while relating to a diverse group of individuals.

Able to assume multiple responsibilities and remain productive within time-sensitive, fast-paced environments.

Recognized for professionalism, thoroughness, and commitment to quality and teamwork.

Ready to assume new challenges to meet or succeed objectives.

Computer Experience

Hardware: Dell, IBM and Compaq desktop and laptop computers and servers. HP printers, scanners and copiers, PDA’s (Blackberry devices), Apple, iIPad, Wireless PC cards/routers/WAP, Canon Ecopy Scanners/Sharescan, Xerox MFD, IBM 3581 LTO2 and Sun StorageTek L20 Gen 3 Libraries

Operating Systems: Windows XP/Windows 7/Windows 2003 Server/iOs.

Supported Software Applications: Microsoft Office Suite (2003, 2010); Lotus Notes R6, Norton anti-virus applications, McAfee, Adobe Acrobat, Nortel Networks VPN Connectivity, RIM Blackberry Desktop Manager, Internet Explorer, Mozilla Firefox, Symantec PC Anywhere, Norton Ghost, SYMON 2000 Server, Remedy, CA Service Desk Manager, VMware.

Work Experience

Marsh & McLennan Companies 2006-2015

Market Technology Manager – Marsh Global Technology Infrastructure (MGTI)

Coordinates, manages and performs technology support for office environment across multiple operating companies at multiple sites within a geographic market.

Provides guidance for technical solutions that address business and office requirements.

Provides support to end users by installing and assisting with the operation of their workstations, business applications, and related equipment.

Manages staff performance and the quality of service provided.

Proactively meets with office leadership on a quarterly basis and reports up to Regional Technology Manager (RTM). Follows up on quarterly meetings and shares results with RTM. Participates in local office leadership meetings as appropriate. Provides expert advice and consultation to colleagues. Escalates strategic issues and requests through RTM.

Manages field support operations through internal staff and external vendor support groups within assigned geographic market. Manages support for all office infrastructure technologies across all tiers within agreed timeframes or SLAs. Ensures infrastructure systems are maintained in accordance with service owner guidelines and are in compliance with Business Continuity agreements. Ensures staff follows operational guidelines, principles, and processes as described by senior management. Conducts periodic reviews to ensure compliance with regulatory guidelines, MGTI and operating company policies, and best practices within MGTI and IT industry standards.

Assists in the installation, training, maintenance, troubleshooting and repair of desktop technology hardware and software. Assists in the setup and operation of audio visual hardware as required by end user. Determines appropriate hardware and software based on corporate policy and end user requirements. Responds to incidents within SLA or within a timely manner with appropriate level of urgency, and follows up with customers on all issues. Escalates incidents and questions to appropriate support groups. Assists in disconnecting, moving and reconnecting desktop technology hardware for single user, multi-user and office moves. May assist in administration and maintenance of technology infrastructure components. May assist in installation, maintenance, troubleshooting and repair of office telephony systems.

Directly participates or assists RTM in approved MGTI projects. Coordinates local "projects" such as moves, acquisitions, etc.

Provides coaching and mentoring to subordinates. Performs staff performance and salary reviews. Provides input for budgeting, improving processes and maintaining standards. Manages activities of outsourced staff (as applicable) and follows up on service issues. Works with HR managers and senior staff to document and remediate performance issues with staff and takes appropriate follow-up actions.

Uses corporate incident management system to record and track all support work. Maintains accurate hardware and software records for corporate assets. Performs time tracking tasks as required. Assists with the procurement of hardware and software.

Supports teams’ abilities and functions through positive customer relations. Contributes to the improvement and enhancement of processes and procedures. Gains additional knowledge and stays abreast of current technologies through employee and company sponsored training, periodicals, and regular interaction with other team members. Performs related duties as assigned by management.

Technology Coordinator 2000-2006

Support and troubleshoot 300+ users local and regional on company standard applications and hardware.

Install and support printers, scanners, PDAs, and Blackberry devices.

Image desktop and laptop machines for new hire or transfer deployment using company standard builds.

Point of contact for VPN account activation.

Successfully project managed an XP Rollout for 100+ users.

Familiar with server builds and hardware configurations, raid, arrays and duplexing

Served as lead on Windows NT 4.0 to Windows 2K and 2K3 server consolidation and migrations

Windows NT 4.0 Server Administration; creating accounts; user shares; setting up and maintaining print queues.

Support remote offices utilizing various remote desktop applications.

Perform backups and restores on Windows 2K and 2K3 Servers using Arcserve 2K and Veritas Netbackup 5.1 MP2 applications.

Request and replace failed hardware on laptops and desktops.

Resolve network connectivity issues with assistance from Network team by testing network connectivity between pc and network infrastructure.

Repair a variety of desktop and laptop issues.

Communicate effectively, to all employees, from senior management to production workers on the subject of using the computers and applications.

Maintain the Blackberry Enterprise Server including creating accounts.

Responsible for broadcasting system outages and maintaining 6 Symon communication boards and server.

Set up audio/video equipment in conference rooms.

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