Service Manager

Collins K. Kusi

*** **** ***. ******* **. *****. 646-***-****, ******@*****.***

OBJECTIVE

To obtain a position as a System Support Specialist allowing me to use my skills in the fields of Service Delivery Administration and Technical Support.

TECHNICAL SKILLS

Hardware

All Peripherals, Dell, HP, and IBM/ Lenovo Laptops, desktops, Ethernet, CD-ROMs, Tape backup units, sound cards, modems, switches, scanners and Wifi Technology

Software

Operating System: Windows XP, Windows 2000, Windows 7and Windows 8, Server 2008R2, Server 2012 R2,

Applications: MS Office 2007,2010, 2013, an Microsoft Office 365, Hass, Trace 700, Airpark, Ecotech, Pipe Flow, AGI 32 and all major Adobe suite products.

Systems: System Center Configuration Manager 2012R2, Service Manage Plus, all major anti-virus programs, Remote Assistance ( Dameware), Lync -Skype for Business, Newforma Project Center, Call Tower Account setup.

TECHNICAL EXPERIENCE

Syska Hennessy Group: New York, NY 02/2000- 09/2015

Global consulting, engineering and commissioning firm for the built environment; one of the largest U.S.-based engineering design firms with 400+ employees located in 16 offices world-wide

Position:Service Delivery Technician III - Lead/ System administrator 01/2010- 09/2015

Managed user and mailbox accounts, Helpdesk system and optimized Asset management through Active Directory, Office 365 and SCCM .Support of software, hardware, some servers, and network devices. Provided Second and third tier level of Helpdesk Support. Cross-trained new employees including Help Desk Technicians, and off-site Support Technicians.

Service Delivery Tech III- Team Lead /System Administrator: 01/2010- 09/2015

Creating and managing user account in AD and user mail box through Office 365.

Service Manager plus Administration (Helpdesk System).

Asset management using SCCM and Service Manager Plus.

Video Conferencing management.

Managed the Service Delivery Team firm wide, Provided hands on project to team members to help in execution of roles and responsibilities.

Created Policies and procedures in setting team members project milestone throughout the project life cycle and monitoring progress.

Led and built natured teamwork, led training sessions and mentored team members on career and development matters.

Inputting specifications for all company’s assets (desktops and Laptops, tablets)

Managed inventory by using System Center 2012 R2 in collaboration with Active Directory,Service Manages Plus, FAS database inventory,

Managed and maintained the inventory by updating all changes made on the floors.

Desktop Support Engineer: 02/2000- 1/2010

Escalation point for Helpdesk System, supporting close to 400 users through our Help Desk support program, which allows users to submit their trouble tickets.

Provided support for remote users in the China, Dubai the West Coast and Southeast regional offices and remote users.

Troubleshoot issues ranging from network related troubles like connectivity, network printers, rights to network shares (files and folders).

Supported, installed and configured software like the Office 365,Ms Office 2007 suite, engineering programs like AutoCAD, Trace 700, Hass, Airpark; Adobe Acrobat Writer/Reader, Agi 32, IES and more.

Video Conferencing:

Managed AV and Conference room technology support, administered the use of various video conference EndPoints ( Polycom and Tandberg-Cisco)

Collaborated video bridging through BlueJeans network and Skype for Business(Lync)

Deployments:

Creating and capturing custom images using System Center 2012 R2. Deployed such images in configuration center for deployments to appropriate PCs.

Deploying software, running windows or software updates, running command line to copy files using system center.

Creating ghost images of Ms Windows 7 professional, Ms Office 2007 with Norton Ghost 2.1 as the base image for all models desktops and laptops in the company.

Server support:

Installing and configuring windows 2003 and 2008R2 domain controller and file server, physically and virtually in VMware.

Installed and configuring Print Servers, created print queues for the network printing.

Installed, configured and administered RDP machines.

Users environment and data migration:

Migrating users professional environment and data from one windows platform to the next as seen fit by the company, (e.g.) from windows XP professional to windows 7.

Installed users' applications and configured them according to the users professional needs.

Migrated users data and mailboxes for Outlook 2007 to Office 365 platform.

Backup:

Used the VERITAS backup system to backup company’s data to LTO tapes.

Restored missing files from tape backup upon request.

Processed weekly backup tapes for outside location storage using Iron Mountain record management services.

Additional Responsibilities:

Assist with IT efforts associated with office build outs/relocations.

Assist with firm-wide projects related to desktop services.

Vender Support- Dell, HP, Emobus, Zones, Softchoice, CDW, Verizon and AT&T

IBM Global Services (Tech. Supports) Peapack,New Jersey 06/99-12/99

Migrated Desktop equipments and users account of Pharmacia and Upjohn from Bridgewater to Peapack location.

Upgraded Network Operating System to NT 4.0 Server from NT 3.5

Rolled out users Desktop PC’s. Installed and configured Novel Client 32 and SMS client 2.0. Migrated users data and environment from the old to the new platform, configured the PCs to join the network.

Creating user accounts and assigning appropriate rights. Installed Palm Pilot. Troubleshoot computers that loose network connectivity back to the network and gave desktop support to users.

BKB Financial Services (IT Support) Newark NJ 06/98-06/99

Troubleshoot and resolved PC Desktop Software, Hardware and Network related issues

Installed and configured Desktop Applications

Migrated Network Operating System Platform from Novell3.12 to Windows NT 4.0

Installed and upgraded all desktop applications including MS office 97

Troubleshooted and resolved all printing problems and related issues.

Periodically updated hardware drivers

Supervised two interns

EDUCATION & CERTIFICATIONS

New Horizon computer Learning center 07/2014- 12/2014

Security + Certification, Dell Certified Tech.

Metropolitan Technical Institute- Certificate -Computer Networking 07/1997-7/1999

MCP 2000 professional, A+ Certifications

University of Ghana Legon - Bachelors of Science in Psychology 1986-1990

REFERENCE

Excellent reference available upon request

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