John E. Russell

**** ******* ********* ****, ***. D8 917-***-****

West New York, NJ 07093 acwhtl@r.postjobfree.com

Executive Profile

Experienced Help Desk Manager

Results-driven professional with extensive experience leading technical staff and project teams, implementing and overseeing technology programs, and administering budgets. Ability to develop, lead and provide leadership to subordinate level staff members. Possess an in-depth understanding of emerging technologies and their commercial applications, and reacts proactively to circumstances before they become problems. Twenty-five years of successful planning and directing of activities to implement and maintain innovative information technology solutions of mid to large-scale projects with minimal guidance.

Professional Experience

Freelancer Freelance Technology Consultant 2014 – Present

New York City

Provide freelance services thru the Tri-State Area

Anti-virus

System management and maintenance

Upgrade PC hardware and software at different locations during various short term consulting assignments.

Technical Support and troubleshooting PC and laptops.

Works on replacing failing or malfunctioning PC components.

Currently working with clients to identify computer security needs and educating clients on the proper ways to ensure the security and efficiency of their computer equipment.

Execution of Citrix, Exchange, Help Desk, IT Manager, LAN, Manager, Management, Metrics, Networking, Printers, Security, Windows

Time Warner Cable Help Desk Manager 2004 – 2014

New York City

Day to day oversight and management of a staff of 24x7x365 IT Help Desk personnel.

Managed a staff of 8 analysts that handled both Tier I & II issues.

Coached and mentored staff members to improve product knowledge and productivity.

Performed day to day personnel and workflow supervision in order to maintain strict standards of quality, response time and resolution targets for open cases.

Managed customer relationships with regard to trouble tickets, requests and escalated complaints.

Acted as primary escalation point for IT Help Desk issues arising from within and outside the company in a fast paced user critical environment.

Managed all direct communication regarding network maintenance, outages and service affecting events.

Responsible for the development and upkeep of standard operating procedures, and documentation.

Worked with other departments to streamline cross-functional processes and achieve shared goals.

Participated in development of annual business plan department budget.

Provided support for Windows, Citrix, VPN, Active Directory, mobile phones, Firewalls, and MS Office.

Ensured that SLAs were consistently monitored and goals met.

Responsible for all personnel decisions regarding hiring of new staff and terminations.

Provided on-going training for staff and new hires.

Mentored staff members and coached them for personal growth within the organization.

Maintained high percentage of First Call Resolutions through training and a highly motivated staff.

Urban Data Solutions, Inc Director of Information Technology 2000 – 2002

New York City

Responsible for the management of all IT projects, budgets, staffs and infrastructures for software solutions and database management company, providing technology to the telecommunication and real estate industries.

Responsible for all internal networks, data protection and storage, co-location facility management, client ISP servers and rendering engines, and emergency response.

Managed vendor relationships to coordinate resolution to both hardware and software issues.

Worked directly with the development staff, administration group, network operations, support personnel, and end users.

Generate periodic status reports to augment clarity among management personnel.

Work extremely well with minimal supervision. Takes ownership for all I.T. issue/resolution.

Responsible for supporting multiple hardware & software platforms in a large organization.

Evaluated, configured, recommended and maintained Client/Server hardware apparatus and its peripherals.

Interex, Inc Director of Information Technology 1996 – 2000

Wichita, Kansas

Directed and coordinated design, development and production of information systems, information technology, and system processing departments.

Administration of Symix and Syteline (Manufacturing and Accounting Software).

The Learning Consortium Technology Coordinator 1995 – 1996

Hesston, Kansas

Desktop and Network Support for 3 school districts.

Distance Learning Support.

Skills

Provide strategic perspective to assist in recognizing, evaluating, and taking advantage of new technologies to provide competitive business advantages and to meet corporate needs.

Strong customer service skills and trouble-shooting skills.

Support for Citrix, VPN, and MS Office.

Telephone system knowledge and administration (Avaya VoIP)

Manage, design and develop the network infrastructure.

Ability to interact effectively with both technical and non-technical individuals.

Ensure proper support of all applications, office systems, LAN/WAN and telecommunication equipment.

Manage all technical vendor relationships and conducts appropriate negotiations.

Proven success in planning, managing and implementing new technologies.

Creative, disciplined problem solver.

A leader and strategic thinker with a keen understanding of how technology supports business strategies.

Ability to lead, and motivate a team of first class technical staff.

Excellent verbal and written communication skills.

Strong interpersonal skills with the ability to work with many levels of management and peers.

Adept at building strong partnerships both internally and externally.

I have experience with UNIX, TCP/IP, DNS, DHCP, and LAN/WAN.

Supported applications that ran on UNIX

Education

Emporia State University

Bachelor of Science, Business Administration

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