Help Desk Management

CHRIS VEDDER

***** ****** **. **** * • Garden Grove, CA 92845

949-***-**** • *********@*****.***

OBJECTIVE

Obtain a challenging position in an IT role where I contribute to productivity and profitability.

PROFESSIONAL EXPERIENCE

Vanishing Clouds, CA (8/15-Present)

System Support/ Administrator

Provided exceptional support to aid in increased client response rate, customer base and business technology.

Successfully upgraded multiple companies from Windows 7/ 8.1 to Windows 10 through MDT and Powershell

Upgraded Windows Server 2012 to 2016 and utilized Azure AD and Azure Backup

Administered tenants through Intune management console to insure system uptime, performance and software was up to date

Increased customer response time to minutes from hours by leadership techniques and additional toolsets

Provided advanced support in small business client software installations and upgrades to aid in increased uptime and profitable gains

Learned proprietary software and technical practices of small businesses from Property Management, Hedge funds, Financial institutions, Plastic surgery to Publications

Supported all business technical issues to include: firewalls (untangle), servers, backups, telephony, mobile management, desktops, tablets, O365 account/ tenant management, AD management, security management and more.

Apria Healthcare – Lake Forest, CA (5/06-5/14)

Tier II Support Supervisor

During my 8-year term at Apria Healthcare I successfully led the Help Desk as their Supervisor and increased performance and standards by providing sound supervision, technical efficacy and creating policies and procedures. From there I was promoted to the Tier II Supervisor where I led a team to success by providing solid leadership, project management, time effectiveness and holding solid standards.

Maintained 90% resolution on first calls at Help Desk.

Transitioned terminal systems to PCs to increase productivity.

Promoted to Tier II Support Supervisor from Help Desk Supervisor within 2 years.

Upgraded from Windows XP to Windows 7 on approx. 15,000 computers.

Integrated tablets with specific nursing software to field nurses.

Maintained warehouse duties and staff for shipment of PC equipment.

Supervised a staff of up to 10 technicians. Measured staff metrics and performed annual performance reviews.

Worked with external vendors on purchasing hardware equipment and management console systems.

Managed multiple projects and hardware/software roll outs simultaneously completing all by deadline.

Received large bonuses for outstanding performance on projects and project management while supervising the Help Desk.

Created report analysis for performance tracking for department.

Headed up department meetings for overall company activity, current project status and technician ideas.

Rolled Out Managed Mobile Devices such as cell phones and ipads.

Roll out of MDM console Airwatch for Enterprise Mobile devices for centralized management and security practices.

Interviewed and managed temporary employees for various projects at both the Help Desk and Tier II departments.

Reviewed, adjusted and approved payroll using Kronos and ADP for staff.

Interviewed prospective new employees.

Overseeing everyday activities of employees under my supervision to ensure procedures, policies and standards are kept.

LA Fitness International, LLC. - Irvine, CA (3/05-4/06)

Help Desk Supervisor

Supervised the Tier 1 Help Desk for a Windows environment with over 3,000 nodes and 10,000 employees.

Ensured that service levels were accurately and appropriately allocated to department and company personnel and completed within company standards.

Monitored Help Desk performance and call volume.

Experience with ACD reporting software and monitor systems.

Coached team members to raise performance and expertise.

Administered staff meetings that reviewed department objectives and agendas.

Developed and documented support methods, team policies and training strategies to standardize procedures and achieve compliance with department objectives.

Acted as escalation point for support problems.

Managed the schedule for Tier 1.

Coordinated with Tier 2 Support Supervisor, System Administrators, Software Development personnel, and Technology Management.

Assisted in answering and logging Help Desk calls.

Experience using Altiris software.

Interviewed potential employees to ensure Help Desk was staffed accordingly.

Worked with vendors to purchase company computer and networking equipment as well as software, licensing and maintenance agreements.

Increased Help Desk call average percentage ratings to above 90% with increased call volume without reducing response time.

Staffed team from two personnel to six.

Assisted in obtaining and installing new Help Desk Service Management software.

Actively assisted System Administrator in enhancing Active Directory environment in regards to GPO changes and modifications, user creation, and user’s group membership adjustments.

Roth Staffing Companies, Inc. - Orange, CA (4/00-3/05)

Senior Support Administrator

Team Lead in the IT/MIS deapartment for all branch and corporate operations.

Network administration, hardware, software, help desk services and telecommunications services for a national network with over 500 workstations and 20+ servers.

Configured, installed, managed and upgraded systems for a Windows environment.

Utilizing Windows 98, 2000, XP, and NT 4.0.

Upgraded servers from NT 4.0 to Windows 2000 through Active Directory.

Administered user account creation, group member relationships, and policies in NT 4.0 and Active Directory.

Aided IT Management in GPO enforcement.

Administered AS/400 by running system monitoring tools.

Performing server backups.

Upgraded network through Twin-Ax, Frame Relay Circuit, and DSL/VPN.

Installed and configured firewalls, VPN access and communications for mixed IBM terminals and PC systems.

Configured and implemented firewall security for LAN/WAN access.

Audited invoices of all data and telecommunications services on a monthly basis.

Developed project plans and rolled out 45 office conversions while maintaining 99% up-time.

Assisted in the development of a Procedure Manual of network and software resources, including ticketing system and emergency response programs.

EDUCATION, CERTIFICATIONS & TECHNICAL SKILLS

MCP – NT 4.0 (Microsoft Certified Professional)

A+ Certified Service Technician - 1999

Hubbell Certified Premise Wire Installer - 1999

Computer Education Institute, Lake Forest, CA - Graduate, Network Administration Program

Saddleback College, Mission Viejo, CA - technical courses

ITIL v3 Certified - 2009

TECHNICAL SUMMARY

Operating Systems:

MS Windows 9x-Win10, MS Server 2008/ r2 – 2016, Mac OS, IBM Client Access

Network Technologies:

LAN/WAN connectivity, Active Directory, TCP/IP, WINS, DNS, DHCP, SMTP, POP3, IMAP4, SSL, SNMP, Telnet, Apple Talk, DSL, Frame Relay, Novell Netware, NDS, WiFi 802.11x

Network hardware:

Motorola CSU/DSU, Motorola and Cisco routers, Adtran, Sonic WALL firewalls, Zyxel routers, access points, Intel print servers, hubs, bridges, HP, Cisco and f5 switches, KVM switches, modems, adapters, cables

Software Technologies:

MS Office, MS Exchange Server, Office 365, MS ISA Server, MS SharePoint, Altiris, Crystal Reports, Client Access Emulator, Visio, ProComm Plus, ACT, F-Prot, McAfee Virus Control, Prove It and Learn It testing software, SQL Server, Imail Server, Declude Server, Norton Anti-Virus, IE, various remote desktop software, Funk Proxy, Norton Ghost, Adobe Acrobat, Adobe Photoshop, healthcare software

Communication / PBX Systems:

Telrad 1000 - S360, Toshiba Strata, Intel Dialogic boards, Pronexus Conferencing and IVR systems, Taske ACD Reporting, Oaisys ACD Systems, Nortel, Avaya, Skype for Business Solutions

Security:

Sonic WALL, Cisco, Appliance Firewalls, Untangle, TPM, Bitlocker, Symantec PGP

References Available Upon Request

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