Customer Service Manager

SUMMARY:

A seasoned professional seeking a position that will utilize previous professional experiences while adding value to any organization. A highly motivated self-starter with specialties in Team Building, Project Management, Operations Management, Budgeting and Supervisory skills.

TECHNOLOGIES:

Citrix

Vmware

LiveVault

vSphere Client

DataNow

ManageEngine Service Desk Plus

MS Exchange 2012

ManageEngine Desktop Central

Windows 9x, 7, 10

MS Office 20xx

Lansweeper

MS Server 2008, 2012

SharePoint

Orion

Send Word Now

Cylance Protect

Cisco Video Conferencing

Domain Controlers

Mimecast

PDQ

Quickbooks

Kaspersky Anti-Virus

ADAudit

Cisco Call Manager

Bomgar

Active Directory

TCP/IP

Network Connectivity

WORK EXPERIENCE

H.I.G. Capital – Helpdesk Supervisor

April 2014 – Feb 2016 – Miami Fl.

Supervise global helpdesk team of 10 technicians supporting over 500 users. Responsible for the upgrade, installation and maintenance of end user equipment. Provided support for users in 18 locations globally to include, London, Brazil, France, Spain, Germany and US. Developed and establish IT policies such as security procedures, compliance and employee on-boarding and termination policies. Oversee the updating and patching of all PC’s and Servers to include over 200 servers and 500 workstations. Provide support for Citrix environment. Monitor VM environment of over 150 VM servers.

Atalanta Corporation – Gellert Global Group -- Help Desk\Network Administrator

September 2008 – April 2014 – Elizabeth, NJ.

Manage helpdesk supporting over 250 end users in the United States and Canada. Responsible for the purchase, installation and maintenance of network and end user hardware to include routers, switches and hubs. Implemented VoIP phone system. Maintain disaster recovery plan. Responsible for the management and maintenance of over 20 servers to include Citrix, Exchange, Database servers and VM servers.

Primerica Financial Services - Regional Leader

April 2001 - September 2008 – Paramus, NJ.

Evaluate client’s financial positions with personalized analysis and recommend personalized portfolios to ensure they are on track for their financial goals. Managed portfolios for clients which includes, but is not limited to, budget plans, mortgages, retirement accounts and income protection needs. Responsible for the on-going training of new associates. Developed and conducted financial seminars for organizations to increase employee retention and benefits.

Utilizing my technical skills I was responsible for the implementation of the office LAN/WAN; configured and maintained the wireless network; developed “PowerNet” networking group for small businesses in Bergen county.

The Great Atlantic & Pacific Tea Company - Manager of Network Services Support Systems

January 2001 - July 2002 – Montville, NJ.

Responsible for the management of over 30 people for the Network Operations Center, supported all LAN/WAN applications and worked with senior management to evaluate new technologies. As a key member of the Change Management Committee, I was responsible for the evaluation, design, development, test and implementation of new products and solutions: installation of new PBX system in the corporate office to allow for redundancy and reduced down time; implementation of network monitoring tools to assist in the capacity forecasts and the infrastructure requirements for the corporate wide network.

Managed the administration of outsourced services to ensure service level objectives are being met, participated in business planning and budget sessions to ensure that business plans are in sync with the network technologies strategy; developed and implemented customer service surveys to assist in the increase of service levels; responsible for day-to-day support of the voice and data networks; participated in team building events and seminars.

Party City Corporation - Help Desk Manager

January 2000 - July 2001 – Rockaway, NJ.

Designed and implemented Frame Relay Network infrastructure to network 200 corporate and 250 franchise stores located nationally and internationally; configured Voice over Frame Relay resulting in long distance savings; designed and implemented VPN to segregate networks; implemented security products and procedures to ensure the safety and reliability of voice and data systems; tested and documented all new systems and provided reports illustrating cost expenditures and savings to board of directors; established testing facilities for new technologies.

Managed relocation and consolidation of corporate offices reducing voice and data networking expenditures; wrote “Request for Proposals” for new phone systems to be used for the corporate offices; renegotiated long distance vendor contracts resulting in a $500,000 annual savings; maintained system and network documentation; developed procedures for moves, adds and changes; managed consultants to ensure project completion to include documentation, testing and management approval; implemented status reporting procedures and system logs to provide statistics for senior management; maintained communications budget.

Century 21 Department Stores - IS Manager

November 1994 - January 2000 – New York, NY.

Responsible for preparing Disaster Recovery Plans for all systems, budgeting, project management, design, implementation and documentation of new hardware and software for the entire organization. Coordinated the implementation of NT systems; spearheaded Y2K projects to ensure system reliability and upgrading network systems to make them compliant. Developed procedures to remotely monitor and maintain networks with minimal user interface reducing operating costs and staff requirements. Designed and implemented LAN/WAN throughout the organization, networking all stores and distribution centers. Managed systems and monitored for capacity planning to ensure growth potential greater to that of the organization, and interacted with other departments to determine future needs and requirements for the company.

Bergdorf Goodman - Voice and Data Operations Manager

August 1988 - November 1994 – New York, NY.

Promoted to seven different levels of responsibility based on my achievements, job performance and end user satisfaction as well as my budgeting and financial skills. I was the Project Manager for the design and installation of Point of Sale and computer systems in new office buildings and flagship Men’s store; implemented the security systems on all voice and data equipment and Local Area Networks throughout organization; purchased and installed Integrated Voice Response system to enhance customer service while reducing staff.

Developed Disaster Recovery Plans for all systems; monitored and maintained departmental budget of 5 Million dollars. I documented procedural information for all systems; supervised operators and developed work schedules and job runs; implemented status reporting procedures and system logs to provide statistics for senior management.

US Army - Computer Programmer/Analyst

March 1984 - August 1988 – Ft. Benning, GA.

Responsible for maintaining system security, computer operations, and programming customized reports. Implemented first PC network in Brigade and trained Brigade on PC software.

Maintained Secret Clearance and was released with an Honorable Discharge.

LANGUAGES

Spanish

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