IT Service Help Desk Manager

Ralph Ford

Long Beach, CA ***** • ********@*****.*** • 562-***-**** • https://www.linkedin.com/in/ralphford562

IT Servce\Help Desk Manager

Skillful and dynamic IT professional with demonstrated capacity to provide comprehensive, executive-level leadership with expertise in solving complex problems.

Key Qualifications

Proven track record of accurately completing research, reporting, information management, software design and enhancements, and business-development efforts within time and budget requirements.

Adept in project management with the ability to coach, train, guide, motivate, and manage highly technical teams and accomplish goals in constantly changing environments.

Highly focused and results-oriented in supporting complex, deadline-driven operations; identify goals and priorities and resolve issues in initial stages.

Proficient in ITIL V3 Foundations Methodology Agile Methodology, and VersionOne software.

Experience in Helpdesk levels 1, 2, and 3 using Incident, Problem, and Change Management processes using software such as Service Now.

Professional Experience

Cognizant Technology Solutions – Anaheim, CA

IT Manager - Projects, 2015 to Present

Provide leadership, technical guidance, and vision to a team 5-8 direct reports focusing on twenty-four seven support of over 30 unique applications. Monitor, report, and deliver against established service levels (SLA’s) while maintaining a working knowledge of deployed technologies and processes throughout the environment. Oversee the process of proper incident handling and communicate directly with clients and stakeholders to ensure complete satisfaction with service, and manage escalations when necessary.

Selected Contributions:

Develop support strategy for implementation of new technologies, functional enhancements, and infrastructure (hardware and software) upgrades.

Lead support team in planning and deploying of major hardware refresh projects and oversaw the successful migration to twenty-six new Windows application services and fifty-three Microsoft SQL databases to new Windows servers within the deadline period.

Serve as team manager, senior technical specialist, and project manager to ensure all projects are completed successfully and customers receive the best products along with quality customer service.

The Walt Disney Company – Anaheim, CA

Application Developer Specialist, 2010-2015

Provided technical support 24x7 for over thirty applications and systems supporting high profile and business critical systems.

Selected Contributions:

Served as project manager for the design and implementation of software and hardware upgrades, functional enhancements, delivery of new interfaces, and architecting the deployment of new systems.

Directly supported Lenel ONGuard Access Control systems and Valor CAD/RMS/IMS Computer Aided Dispatch, and EasyLobby Visitor Management Systems, just to name a few of the more critical and well known applications.

Senior Program Analyst, 2004-2010

Offered technical support and subject matter expert 24x7 for five application related to the CBORD system and EventManager to ensure customers and staff had access to exceptional technological enhancements to increase the overall experience.

Selected Contributions:

Planned and implemented software and hardware upgrades and partnered with vendors to add functional enhancements required to grow as a business.

Created interfaces between systems and designed additional utilities to solve specific needs while creating Crystal Reports that were utilized to query the CBORD Microsoft SQL databases.

Programmer Analyst, 1998-2004

Managed IT technical support for the CBORD food managed system by ensuring access twenty-four hours to required employees. Solved complex problems and provided analysis to senior techs to troubleshoot efficiently.

Selected Contributions:

Solved complex problems and provided analysis to senior techs to effectively troubleshoot.

Created and maintained batch files the systems utilized for automating scheduled processing.

Educational Background

Bachelor of Arts, Criminal Justice

California State University, Fullerton, CA

Associate of Arts, Administration of Justice

Cerritos Community College, Norwalk, Ca

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