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IT Service Desk Lead Analyst IT Service Desk Manager

Franklin Square, New York, United States
January 30, 2017

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Andrew Saran


IT Service Desk Manager IT Service Desk Lead Analyst

Qualifications Profile

Goal-driven, analytical, and well-organized professional, with extensive experience in service desk administration and analysis;

technical support and troubleshooting; network administration; and IT analysis and solutions. Commended for proactive leadership and

decision-making skills in directing efforts in completing projects on-time and developing cost-effective applications that impact

the company’s bottom line while ensuring optimum efficiency.

Areas of Expertise

Network Infrastructure and Operations Systems Integration Operational Streamlining Network Services

Strategic Planning and Implementation Project Management Hardware and Software Administration

Outstanding Leadership and Supervisory Skills Time Management and Implementation

Professional Experience

Altice (formerly Cablevision)

Help Desk Lead Analyst/User Account Services Administrator, Bethpage, NY - Mar 2013–Present

Function as lead technical resource for the Help Desk Team, responsible for managing the entire help desk operations during the

absence of the supervisor while providing direct leadership during multi-user down situations

Serve as subject matter expert on various help desk-supported applications and complete the preparation of weekly help desk activity

schedule rotations

Effectively handle, coordinate, and collaborate with IT second and 3rd level support teams via bridge calls to resolve major

incidents, such as issues affecting the regional contact centers; Microsoft Office 365 exchange email enterprise outages; as well as

critical data warehouse databases and executive reporting delays, providing hourly updates to stakeholders, executive management,

and senior leadership

Leverage expertise in providing effective and quality-driven technical support and customer service to over 17,000 Cablevision

enterprise users across 20 states in the US after the merger of Altice

Conduct accurate and on time-tracking, documentation, and update of problem and service requests using Service Management toward

final resolution, while prioritizing all customer escalations

Ensure consistent update of job knowledge by actively participating in educational opportunities, reading professional publications,

and maintaining professional work relationships across departments

Create public distribution lists, shared mailboxes, and resource email accounts as well as remote access for VPN through the use of

Cisco AnyConnect and RSA Secure ID, Citrix, and remote desktop

Authorize and approve all access requests as well as administer and secure company data on wireless devices in accordance with the

EIT policy and SOX guidelines

Keenly assess department procedures to identify ways to improve and provide direct feedback to help desk management

Career Highlights:

Obtained HDI Help Desk Support Center analyst and team lead certifications

Exhibited proficiency in resolving executive-level and customer problems

Quickly responded to user problems, service requests, and Level 2 user administration support requests through phone, e-mail,

virtual help desk or live chat, and on-call rotation

Trained as a hybrid analyst, learning access management level 2 functions and Microsoft Exchange server administration

Actively participated in meetings and projects that impacted company initiatives, as well as worked as a subject matter expert on IT

service desk tools and applications

Contributed in the migration of level 1 database administration functions to the IT service desk

Supported multiple IT enterprise application migrations, including Novell Groupwise to Microsoft Outlook 2013, and Remedy to


Regional Control Center Supervisor, Bronx, NY - Aug 2008–Mar 2013

Worked as project lead on several business initiatives as well as analyzed executive corporate complaints, identified process

breaks, and provided solutions

Collaborated with the Project Implementation Team in identifying RCC task process flow discrepancies and providing logic corrections

to process the RCC task and peripheral functions within SMART

Ensured efficiency in relaying new product information to technical and non-technical staff

Presented business cost savings using PowerPoint through Cablevision Tools of the Management Trade class

Formulated several training schedules to implement new products, policies, and procedures

Prevented avoidable truck rolls by enforcing the global connect report on a daily basis, saving the company the cost of rolling a

truck to a customer’s home that did not need a trouble call

Functioned as mentor and trainer of new RCC supervisor, responsible for providing leadership, understanding daily operations, and

achieving departmental goals

Facilitated the recruitment, training, and evaluation of cross-functional team of employees on a monthly basis

Checked the quality of tasks executed by employees to ensure the provision of outstanding service to customers as well as to achieve

service level agreement (SLA) goals

Supervised the performance of more than 30 people daily and performed 17 annual reviews for the team, consisting of 17 directly

managed staff; monitored and provided direction to the other supervisor’s team during their absence

Resolved HR issues; interviewed and hired employees; provided leadership and direction; and facilitated team meetings

Career Highlights:

Achieved significant reduction of the monthly number of abandoned calls through oversight of the RCC referral and SPOC aspect phone

queue, which maximized the teams availability to answer incoming calls to the RCC

Acquired and surpassed daily compliance goals for cash on delivery (COD) payment processing from five days to three days

Executed reconciliation of batch payment discrepancies and minimized the time frame of missing payment inquiries to two to three


Senior OV Referral Desk Coordinator, Jericho, NY - Jun 2006–Aug 2008

Worked as a member of the Executive Corporate Relations (ECR) Team, responsible for resolving corporate customer complaints

Compiled monthly summary reports for management review through the use of the existing ECR customer complaint documentation

Guaranteed on-time resolution of Verizon’s loss of dial tone and local inbound escalations as well as created daily and monthly

Verizon escalation report for management’s reference

Managed and provided solutions to the local number portability (LNP) escalations with third-party vendor of Synchronoss Technologies

Inc. (STI)

Effectively resolved OV service failures through high-priority escalations of executive employee accounts

Provided help to staff training and development as well as managed and resolved supervisor phone call escalations from LNP


Career Highlights:

Ensured precision in documenting and creating snapback work instructions for direct escalation to Verizon, which were used by all

the Referral Desk Team members

Assisted in training and development of new hires to the OV Referral desk

Earlier Career

Altice (formerly Cablevision)

OV Dispatch Help Desk, Woodbury, NY

Technical Support Representative, Woodbury, NY

New York City Transit

IT Support Intern, New York, NY


Bachelor of Business Administration in Computer Information Systems

Baruch College, The City University of New York (CUNY), New York, NY

Professional Training

Cablevision University (2008–2014)

Tools of the Management Trade

Transition to Supervisor

Successful Cablevision Supervisor

Interviewing Skills Workshop

Managing the Performance of Others

Managerial Leadership

I.D.A. Training

E - Workplace Harassment II

Respect in the Workplace

OOL Ultra

Situational Leadership II

HDI Support Center Team Lead

New Horizons Computer Learning Centers of NY (2003)

Microsoft Certified Systems Administrator (MCSA)

Microsoft Certified Professional (MCP)

Cisco Certified Network Associate (CCNA)

Security + Certified

Network+ Certified Technician

A+ Certified Technician

Technical Acumen

Windows 2008 Professional/Server Windows 7/8.1 Microsoft Office 2013 Microsoft Networking

Active Directory Novell and Windows Server Mobile Iron GroupWise Exchange MAC OS-X

Adobe Acrobat Remote Access (Citrix/VPN/RSA Secure ID) Desktop Systems

Adobe Photoshop CC and Illustrator CC TCP/IP Configuration Routers/Switches

Macromedia Dreamweaver and Fireworks Network Administration HTML JavaScript PHP


Volunteer Photographer, Emma J. Adams Memorial Fund

The Girl Scouts of America, Troop 1888

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