Customer Service Management

Befe Hargrove

LinkedIn Hillside, NJ ***** *************@*****.*** 973-***-****

SENIOR DESKTOP ANALYST MANAGER

Senior Systems Network Administrator with expertise in technology service management including desktop, network administration and windows server support. Recognized for exceptional customer service to user community and all levels of management. Proven ability to identify and understand IT operational needs and present solutions or alternatives. Collaborates with team to deliver projects on time and within budget. Leadership focus on efficiency, streamlined processes, improved productivity and desire to have team exceed expectations.

Leadership

Vendor Relations

Problem Solving

Project Management

Customer Service

Technical Support

Technical Skills:

Hardware: Windows laptops and desktops, HP Proliant Servers, Network Printers and Copiers, Cisco Routers/Switches; Cisco VOIP phone system, BlackBerry, Android and Apple mobile phones, Apple devices. Support Audio and Visual conference rooms.

Software: Windows 7/8/10; Windows Server 2000-2008; MS Office 2007-2013; Active Directory, Exchange 2008, SCCM, VNC, Symantec, Trend Micro, DOS, Remedy, Bitlocker, Cisco AnyConnect VPN, DHCP, TCP/IP, DNS, VNC, DameWare and Bomgar remote software. AirWatch and GOOD Technology for mobile device management.

PROFESSIONAL EXPERIENCE

L’OREAL USA Clark, New Jersey 1985-2016

Sr. Desktop Analyst 2013 – 2016

Managed desktop support for 280 onsite and remote users. Supervised and trained level 1 and 2 technicians. Administered over 300 PCs and laptops and 40 networked printers. Monitored service level agreements. Managed ticket queues, work logs, and open tickets. Performed ticket scrubs for quality assurance and training. Provided assistance on escalated tickets and created management reports.

Project Management

Largescale roll out of Windows XP to Windows 7

BitLocker hard drive encryption for all laptops

Installation of Voice Over IP phone system

Develop plan to roll out Windows10 and MS Office 365.

Systematically removed all personal printers and encouraged use of network printers saving over $60,000 in printer cartridges.

Administration

VPN Administration – remote access to network services

Audio/visual teleconferencing and troubleshooting

Planned and implemented annual PC/laptop upgrades such as OS upgrades, Microsoft Suite upgrades, new software releases, new hardware. Copy client data onto new machine.

Develop and maintain technical documentation using Right Answers Database

Asset Management of all computer equipment. Purchase/maintain inventory for all IT supplies and equipment for deployment.

Deploy and manage all mobile devices – phones, iPads, mi-fi devices

BEFE HARGROVE Page 2

Sr. Network Administrator 2000 - 2013

Managed and ensured the safety of all network servers (2008) and peripherals. Monitored workstations with Symantec Anti-virus software and servers were protected by Trend Micro. Routinely scheduled MS security patches on workstations and servers.

Managed email and Active Directory administration, created accounts and mailboxes, Outlook clients, assigned permissions, created group and personal shares. Add/delete users, user permissions, security groups, and distribution lists.

Performed routine network admin tasks for continued network connectivity. Working knowledge of TCP/IP, DHCP, DNS. Assisted in design, implementation, and configuring of network infrastructure. Administration of servers and desktops, hardware and software.

Worked with 3rd party vendors: Maintain vendor relations, purchases, contracts and warranties, software/hardware maintenance support contracts and yearly renewal, and coordinate repair of equipment.

Coordinated Support with Network Engineer for Level 3 network support.

Implemented and administered system backups and recovery using Veritas Netbackup for all servers. Coordinate transfer of backup tapes to offsite tape vault.

Maintained system documentation on all servers. Documented any changes the servers incurred, installations of software, patches or servicing required.

Purchased/Configured/Deployed PCs, laptops, printers and scanners

Imaged computers with Norton’s Ghost and later SCCM.

Provided reliable network services and resources for all clients while maintaining data integrity.

Computer Operator 1985 – 1996

System Manager for HP 3000 and HP 9000 mainframe computers (MPEIII / Unix)

Managed daily activities in the data center, schedule jobs, tape backups and tape management, schedule computer services. Operating System upgrades. End of Month Closing reports. Ran daily inventory reports, accounting ledgers and Bill of Materials for the Production Floor and Packaging Dept. Shipping and Receiving reports, etc.

Established and implemented disaster recovery plan for all servers. Orchestrated offsite disaster recovery exercises annually.

EDUCATION AND TRAINING

BS Business Administration, Georgian Court University, Lakewood, NJ, 2009

HealthCare Information Systems, Essex County College, Newark, NJ, 2011

Contact this candidate