Service Manager

Location:

Posted:

April 06, 2016

Ronkonkoma, NY *****

**************@*********.***

Larry Pellegrini

Employment

Dec 1994 - May 2013 Northrop Grumman Bethpage, NY

May 1989 - April 1994 Grumman Systems Support Woodbury, NY

Network Communications 3

Oversee operational aspects of voice and network services at various Northrop Grumman client sites.

Ensure voice service availability and incident management met or exceed customer SLA’s.

Supervise daily operations and scheduling of work, inventory and restocking of equipment and consumables

Daily review, interaction and monitoring of customer incidents and service request via ticket queues.

Document and report daily activities, technical issues, outages and customer related concerns

Utilize VSM helpdesk ticketing system in order to support trouble issues reported by customers on a daily basis.

Install, administer, and maintain Cisco VOIP technologies, and local PBX telephony and voicemail account creation.

Assist users with PC, network and telephony issue.

Perform routine troubleshooting and maintain infrastructure, PC’s, and network hardware.

Test, install, update and deploy software.

Perform daily tape backups, maintain equipment and inventory

Assist in setup, removal and equipment reinstallation

Install LAN, WAN, WAP and Fiber optic networks

Service, install maintain local PBX, Voicemail, and UPS systems

Complete service orders, and document progress reports daily

Skills

Proficient Microsoft Office products Word, and Excel, Active Directory, MS Exchange

Experienced Help-desk Call Center Agent

Cisco Call Manager, and Unity Voice-mail Admin

Expert Nortel MICS, and Voice-mail Admin

Knowledgeable understanding of PC and printers

Remote Service Administration

Lucent Fiber Optic Certification

A+ Certified