DESKTOP SUPPORT MANAGER

A results-proven technical support management professional with expertise and over ten years of combined experience in service management, desktop systems and applications installation and configuration management, user problem analysis, solutions implementation, upgrade/new technology testing and personnel management. I continue to lead successfully; systems and user support strategies and define/document requirements for improvement of procedures and services that generate excellent results. I am a skilled analyst, strategist and well versed in ITIL and FitSM Service Desk Management and Process life cycles. I am an excellent trainer and mentor, a strong problem solver and an analytical team player equipped with excellent customer service, communication skills and versatile in relationship building.

OBJECTIVE

Secure a role in systems and user support management that will utilize my excellent skills in the provision of efficient and effective solutions and services to help users, ultimately the company at large in maximizing satisfaction and increasing productivity and revenue.

PROFESSIONAL EXPERIENCE

Desktop Support Manager BLUERAM TECHNOLOGY SOLUTIONS, Chicago, IL June 2015 - Present

Responsible for planning, designing, leading and coordinating desktop support related activities and provide day-to-day administrative direction and leadership for operational undertakings.

Provide senior engineering support or an escalation point in troubleshooting desktop technology issues, requirements gathering for changes/upgrades, testing, solutions implementation, and continuous support for all client systems.

Research design, implement solutions and maintain personal and office hardware, software, OS (Windows/Mac/Linux), mobile and all end-user peripheral technologies.

Oversee Knowledge Base and ensure top quality solutions are available to internal and external staff members.

Develop policies and service/business level agreements to set expectations and measure service and personnel performance.

Manage, evaluate and develop technical support desk staff and desktop support specialists.

Interface with IT managers, senior management and technical staff to develop service processes and procedures that improves quality, efficiency, and responsiveness to service requests.

Corporate and Technology Strategy Senior Advisor DUST INTEGRATED RESOURCES May 2008 - Present

Serve as a key executive board technical advisory member in the design and deployment of performance excellent business applications, systems and service delivery processes. As a member of the service strategy team, my responsibilities include; providing executive level advises to the board and other senior executive level officers. Accomplishments include but are not limited to;

40% increase in manufactured products delivery through successful alignment of business planning and performance improvement with logistics, resources and customers.

Direct impact results on core operations and processes through monitoring and strategy advising on high-profile projects.

Employed ITIL and Six Sigma DMAIC method resulting in success in planning and execution of change management and high-profile project delivery respectively.

Using HIVE (Highly Immersive Visual Environment), analyzed company issues through data, developed solutions and implemented the management of key strategic initiatives including re-distribution initiatives, business relationship goals and communication processes and management to ensure alignment with resolution of customer issues.

Improved working relationships between project leadership, principle business and operational stakeholders.

Through data review and analysis, coordinate technical solutions to business problems.

Senior Systems Engineer DELOITTE SERVICS LP, Chicago, IL Feb 2014 – May 2015

Coordinated all aspects of user support services for the Deloitte GreenHouse and Deloitte Innovation.

Provided systems and application support to Deloitte GreenHouse teams in the areas of Windows and Mac imaging, diagnosing problems, repair, user training, server set-up and installation, network printer installation and configuration, back-up scripting, IIS configuration, database maintenance, software installation, mobile application integration, network configuration and management, audio-visual installation and integration, development of user solutions and best approaches to strategic technology driven client sessions.

Partnered with other Deloitte IT teams to develop, support and optimize a broad range of technology platforms to include but not limited to desktop and server technologies, virtual network infrastructures, database infrastructures, virtual and augmented reality networks, 3D manufacturing and application packaging and distribution.

Supported the delivery of successful data representations that attract, engage and convert Deloitte executive clients all over the globe.

Managed Deloitte GreenHouse executive team technology support operations to include; desktop/laptop systems repairs, applications training, user solutions, server management, distributed processing platforms and vendors.

Supported the improvement and usage of collaborative technology applications such as ThinkTank and GL Touch to help shift decision-making powers back to executive clients.

Systems Engineer LTCI Partners LLC, Lake Forest, IL Feb 2013 – Aug 2013

Responsible for identifying development opportunities and defining IT processes, network expansion and database systems for health care data intake and management.

Spearheaded process-improvement projects to ensure accurate data entry and timely data recovery, decreased down time and automate backup systems.

Collaborated with IT team and vendors to redesign and develop database collaboration tools and application across business units to ensure all parts of Long Term Care insurance application processes are integrated.

Served as lead technical consultant for all aspects of end user support, desktop support, application support, network support, network security support, development of end user training programs, virtual private network support, database support and parts and vendor management.

Coordinated all aspects of network infrastructure including planning and maintaining company networks.

Developed SLA for technical services, repairs and support processes and standards while focused on business needs.

Lead Residential Network Analyst LOYOLA UNIVERSITY, Chicago, IL March 2011 – Feb 2013

Responsible for all technology related end user support to students, faculty and staff while studying for masters in Information Technology.

Interact with users effectively to identify problems and worked with management and team members to streamline resolutions for the University.

Supported the design and implementation of classroom technology solutions with key emphasis increased student focus and engagement, integrated enterprise infrastructure management, telecommunications and classroom technology program management.

Tracked all networked device and user issues and resolution using HEAT ticketing system, and build business intelligence dashboard reports for management review using Tableau.

Managed scheduling, performance reviews and training of a team of 25 Help Desk and Residential Network Analysts.

Developed physical user issue in-take process, resolution time management and proper documentation process for the Help Desk.

Field Service Manager PHOENIX INK CORP, Chicago, IL Feb. 2009 – Sept. 2010

Attained fast track promotion through series of increasingly responsible positions.

Developed and implemented quality improvement and change strategies for 21 field service engineers in the world’s premier managed ink refill solutions provider.

Provided strategic direction and implemented strategic-planning process enabling “voice of customer” data to be translated into product and service requirements thereby reducing planning time by 50 percent and significantly improving customer satisfaction.

Supported business objectives by developing and implementing performance measurement system to substantially improve integration of quality, operational and service information.

Spearheaded new ink refill kiosk design development with product design team in Spain.

Managed machine network integration upgrade projects for over 750 machines in the USA, Mexico and Canada

Technical Market Manager ACTIONLINK – OLYMPUS IMAGING Chicago, IL May 2005 – Aug. 2009

Identified market opportunity and teamed up with product development to integrate customer data into new products that increased revenue and customer satisfaction.

Maintained client’s existing revenue spend and strategically upsell additional products and services.

Designed and delivered needs-assessment and developmental training for retail client’s sales staff, realizing 40 percent increase in product knowledge.

Designed sales and marketing strategy, leading to product sales increase in the Midwest region by 23 percent.

Trained and served as mentor to brand ambassadors as well as market managers.

Initiated and fostered effective relationships with clients, industry leaders and consumers resulting in product awareness, visibility and acceptance.

EDUCATION

Course Work FitSM – Lightweight Service Management 08/2016

ITIL Service Management 06/2016

Business Intelligence & Data Warehousing Loyola University, Chicago, Illinois 05/2013

Masters of Science Information Technology Loyola University, Chicago, Illinois 12/2012

Bachelor of Science Electronics Engineering Technology DeVry University, Chicago, Illinois 04/2004

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