Personal Synopsis:

ITIL Certified Information technology professional with over 10 years of experience in IT Help Desk Service Management. Proven expertise deriving root cause to customer reported issues while meeting service level agreements (SLA) and has excelled at leading and mentoring performance teams.

Software/Technology Tools:

LAN / WAN Configuration

MS Terminal Server

Peregrine,

Meraki MDM

MS Office 2010-13-16

Asset Manager 2012

Sendgrid, Hostway Email Server

Windows 7, 8,10

Cloud Back Up, VOIP

Server 2003, 2008, 2012

Outlook 2010, 13, 16

Ready Talk Web Conferencing

Virus/Malware removal

Microsoft Exchange, Rackspace

LogMeIn, PCAnywhere, Team Viewer

Active Directory Configuration and Support Services

SharePoint 2007, 2010

Acronis Imaging

Screen Connect

Juniper VPN

Ready Talk Accounts Project Management. Office 365

Track-IT Help Desk Systems Oracle Accounts

WORK EXPERIENCE:

Unitek Global Services – King of Prussia, PA (01/2010 – 9/2016)

IT Desktop Support Supervisor

Manage IT Service Desk Department

Lead Team of Direct Reports in Multiple States

Conduct performance reviews

Reporting of KPI’s and Trends to Stakeholders and IT department

Manage helpdesk ticketing system

Head daily meetings

Scheduling and approving timecards

Coaching and preparing direct reports on career paths.

Purchasing computers and computer tools needed for team to do their jobs effectively

Ensuring tickets are completed in accordance to company’s SLA’s

Hands on handling tickets, calls and Imagining computers for re-use

Point of escalation when needed.

Using Active Directory created and disabled accounts and administered rights.

Manage equipment asset inventory (i.e. desktops, laptops and peripheral

devices)

Create email accounts via Rackspace and Exchange Servers, Hostway, Pop and Office 365.

Negotiate vendor contracts that stay within company budget and meet company’s needs.

Purchase IT tools and software needed for department to successfully do their jobs

Accomplishments

Successfully lead the task of bringing the Helpdesk department back in-house from an outsourced company

Prevented an audit by Microsoft for licensing violations by moving all computers to Office 365 to improve license managing

Improved Quality of Service and customer expectations by creating Service Level Agreements (SLA’s) for the IT Department.

Standardized all computer equipment to improve inventory and warranty management.

Successfully engineered a companywide computer refresh across all 4 shared service companies by replacing all out of warranty equipment and replaced them with the new computer standards.

Policy and Procedure Creation, I created an On-boarding (New Hire) and Terminations process and policy. (On-boarding Process) By working with HR and understanding their hiring process. I created and On Boarding Process for the IT department so new hires equipment and access are ready on their start date. (Terminated Employees Process) access is disabled, equipment is returned, data is backed up, computer is reimaged and ready for reuse.

Implementing Track-IT ticketing system configuring all options for customers to choose.

Project Management and Lead

Project Lead on Rebuilding an Internal Helpdesk Department

Project lead on moving company from MS Office Standard to Office 365

Project lead on building Track-IT ticketing system and communicating to in-house offices and field

Project lead on Computer Refresh for over a thousand in-house and external customers.

Project lead on cubical and office set up for company relocation.

Project lead on Building a company Knowledge Base

Project lead on standardizing computer equipment for all business units.

Communicate effectively with C-level and Senior Management

Communicate new policies to internal and external customers.

STI Computer Services - Audubon, PA (02/2006 – 01/2010)

Desktop Support (For Medical Software Company HIPPA COMPLIANT)

Installation of Perfect Care, support and install Sybase

Work close to management and other departments to provide maximum customer service

Provide remote support using Remote desktop, PC Anywhere and VNC. Support Network connectivity via TCP IP LAN and Remote, Terminal Server and VPN

Manage Active Directory user accounts

Administrator of knowledge base warehouse system

Provides Desktop Support services such as problem diagnosis and phone support to STI Customers

Escalate unresolved tickets using HDS Tech Notes to prospective departments and Road Technicians

Provide technical support for incidents reported with printers, ID card scanners, internet issues and all aspects with computers.

Configure and managed backup programs (i.e. Backup Assist and Stomp)

Support Vista, XP, 2000, Server 2003, 2008.

Aramark Corporation – Philadelphia, PA (01/2001-02/2006)

Systems Support Specialist

Provided front-line customer services problem diagnosis and phone support to ARAMARK employees,

Close calls on a first-call basis,

Managed call dispatching and call coordination

Contributed to the development and approval of problem resolution systems

Resolution Support Included:

oSupporting Windows NT network with Windows NT, Windows '98, Windows '95 XP and 2000 local and remote workstations and printers.

oAssist with accessing email on MS Exchange servers using MS Outlook '98.2000, 2003, reset passwords for network, dialer, mainframe

oDOS Troubleshoot transmission of reports via FDC (FTP) for Aramark proprietary software. Provided resolution, escalating unresolved tickets to prospective departments or outsource company.

EDUCATION

Associates Degree in Computer, Electronic System Technology (1998)

Computer Learning Center, Inc., Plymouth Meeting, PA

Midatlantic Employers Association (MEA) Certification

King of Prussia PA

Supervisor Basic+ (2014)

Successful Communication + (2014)

Coaching Skills for Managers and Supervisors + (2014)

ITIL Certified IT Service Management (2016)

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