IT Service Desk Lead Analyst IT Service Desk Manager
Resume:
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
ServiceNow
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
days
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
representatives
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
Education
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
Activities
Volunteer Photographer, Emma J. Adams Memorial Fund
The Girl Scouts of America, Troop 1888
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