Anthony P. Mando

*** **** ****

Landing, NJ ***** ad1ssr@r.postjobfree.com Phone: 973-***-****

Division Head

Accomplished, results-driven Helpdesk Manager with a long track record of servicing and supporting the diverse, mission-critical technology and Operational needs of large internal /external user groups across diverse business settings. Hands-on team leader, with a solid technology foundation, who excels at overseeing the performance of teams of technicians to drive continual improvements in service capabilities, process efficiencies, customer satisfaction, and company-wide productivity. Highly proficient at organizing management workflow and utilizing a proactive approach to problem solving. Well-versed with current and emerging industry technologies, methodologies, standards, and best practices.

Core Leadership Qualifications

• Technical Team Leadership • Quality Assurance and Control • Relationship Management

• Staff Training & Support • Troubleshooting & Repair • Process Automation

• Application Solutions • Problem Resolution • Systems Configuration

• Project Management • Ticket Management • Policies & Procedures

Professional Experience

County of Hunterdon 3/25/2022 - Present

Division Head

●Manage the daily operation of the Helpdesk and network team for the County.

●Provide strategic leadership and vision for the IT Department

●Create a collaborative and customer first approach

●Create/Manage SLA’s to manage expectations and communicate with our customers

●Analyze reports and metrics to better support the organization and utilize these analytics and metrics to make informed decisions and necessary improvements

●Oversee vendor management and maintain both Capital and Operational budgeting responsibility for vendors, and the IT Department as a whole including all contracts and maintenance agreements

●Develop and implement policies/procedures as well as implementing “best practices” for each division

●Work with each department to better understand/support their specific needs

●Work closely with the management team, stakeholders and commissioners to implement new technologies

●Manage complex, high leverage, high visibility projects that impact each division

●Oversee management of all technology assets, inventory, recycle and proper disposal which lines up with compliance of sensitive departments (Prosecutor's office, Health Department)

●Work with the Commissioners to understand the technology and business needs and translate them into easy to understand strategies

●Negotiate contracts and monitor spending and look for opportunities to reduce cost while maintaining the effectiveness and continuity of the support team as well as connectivity and hardware

●Perform employee reviews/evaluations in an effort to identify opportunities for growth as well as mentoring and training the teams

●Implement ITIL framework with ITSM for the IT Department

●Provide trainings and work with outside entities to help us stay up to date with the latest advances in IT (hardware, software, cloud solutions and methods of support)

●Act as the escalation point for complex/high leverage issues

●Created and work with a “Steering committee” that meets regularly to and includes members from each department to discuss needs, concerns and long term initiatives

West Orange Board of Education 8/2015 to 3/25/2022

Technical Manager

●Oversee daily Helpdesk operations for all schools in the district

●Focus on Zendesk queue to monitor all tickets and ensure fast resolution

●Conduct conference calls/meetings with management at each location to address the specific needs of each school

●Work with outsourced vendors

●Act as a mentor to staff as well as working alongside staff when necessary

●Coordinate projects and off hours installations

●Create and report on performance metrics to maximize efficiency

●Manage SLAs

●Coordinate security upgrades

oFirewall

oTraining

oPhishing email testing with users

●Work with vendors

●Upgrading infrastructure across 9 schools and the Public Library

LA Fitness, Randolph, NJ 4/2014 to 8/2015

Regional IT Operations and Support Manager

Manage the support of the Northeastern Regional support teams

●Lead and mentor Helpdesk team

●Manage Helpdesk Vendors

●Manage Helpdesk for NJ Region

●Develop usage standards

●Track and analyze helpdesk data/trends

●Maintain knowledgebase

●Support PDA’s/cell phones and tablets

●Responsible for the day to day operations of the Helpdesk

Glowpoint, New Providence, NJ 12/2012 to 4/1/2014

Director of IT

Manage the implementation of customer installations

●Develops Desktop and End User Support strategy in support business and IT Strategy

●Develop standards and policies for all end user hardware

●Manage enterprise Helpdesk and system

●Hold weekly meeting with customers regarding the status of their projects

●Develop tracking metrics for the service department

●Manage vendors, service providers and consultants

●Provide visionary leadership for emerging technology trends including hardware, software and teaching strategies

●Oversee project planning and implementation

●Support all remote devices up to and including iOS, Android and Windows mobile devices

●In charge of the network including Exchange, AD and computer management

●Used collaborative tools such as WebEx, GoToMeeting, Skype (ect)

Planitroi, Denville, NJ 3/2010 to 12/2012

Director of IT Operations

Hired to Manage the Operations team which includes Quality Control, Production, RMA and Repair. These teams are responsible for maintaining the security of our customers data, this included DOD level wipes and the installation of our customer image, repairing any damage to the units, inspecting the units and preparing them for resale. My teams are also in charge of all returns, I was promoted and was given the responsibility of running the IT department as well which includes, performing computer repairs directing, and coordinating the activities of outsourced teams of systems administrators servicing the diverse technology needs of customers across various industries. This includes installation, network configuration, troubleshooting, and repair. Oversee the receipt, documentation, distribution, and completion of installation and repair orders, ensuring prompt turnaround and optimal levels of customer satisfaction.

●Created and managed an internal Enterprise Helpdesk

●Manage external IT support teams

●Work with Outage team to evaluate and understand the impact of outages on Operations

●Tracks helpdesk data and identified trends

●Perform analytics on Helpdesk/call center data to identify trends

●In charge of Helpdesk contract negotiations

●Oversee vendors and consultants

●Train staff and internal departments on internal software

●Developed policy and SOP

●Mentor staff in the day-to-day operation of the computing environments

●Created new IT process and procedures for performing technical support for both our internal team as well as our customers.

●Support all remote devices up to and including iOS, Android and Windows mobile devices

●In charge of the network including Exchange, AD and computer management

●Used collaborative tools such as WebEx, GoToMeeting, Skype (ect)

TRIAD COMMUNICATION, East Brunswick, NJ 2008 to 3/2010

.

Manager of IT Operations

Recruited by the company owner to oversee all aspects of IT operations, which includes planning, directing, and coordinating the activities of outsourced teams of systems administrators servicing the diverse technology needs of customers across various industries. This includes installation, network configuration, troubleshooting, and repair. Oversee the receipt, documentation, distribution, and completion of installation and repair orders, ensuring prompt turnaround and optimal levels of customer satisfaction.

●Created an internal Enterprise Helpdesk

●Lead and Manages all support staff, up to and including hiring, firing and performance reviews

●Track and analyze Helpdesk performance metrics

●Manage asset tracking system

●In charge of the network including Exchange, AD and computer management

●Used collaborative tools such as WebEx, GoToMeeting, Skype (ect)

●Oversee vendors and consultants

●Research and evaluate new desktop application technologies

●Created new IT process and procedures for performing technical support for both our internal team as well as our customers.

ST. BARNABAS HEALTH CARE, West Orange, NJ 2005 to 2008

Manager of Executive Support, Video Program, and Helpdesk Divisions

Directed all aspects of video conferencing and PC support for St. Barnabas Health Care Corporate location. Managed team of 8 technicians, on site at the customer’s executive headquarters, that provided day-to-day technical support for executives and approximately 1300 end users at the adjacent hospital facility. Projects ranged from desktop rollouts to complex LAN / WAN connectivity issues. In addition, served as team lead for help desk support managers located at 10 Atlantic Health Care facilities throughout the state. Reported to the Director of IT Services / CTO.

●Facilitated weekly teleconference meetings with help desk managers to address key issues and implement corrective solutions.

●Spearheaded the rapid growth of inter-hospital videoconferencing training initiatives by establishing links between the Livingston hospital and outside venues such as the Liberty Science Center.

●Centralized all support functions, which included identifying and implementing new ticket tracking system, based on Track-It software, that optimized help desk efficiency and drove down costs.

●Coordinated the definition and implementation of service level objectives (SLOs) with internal and external support staff members.

●Led and coordinated an enterprise-wide Citrix implementation and managed the support team.

●Led implementation of Cerner

ECI, Wayne, NJ 2004 to 2005

Senior Manager, Data Service Delivery and Helpdesk

Promoted to this key management position, after only 4 months with the company. Specialized in providing customers with seamless level of service in setting up and facilitating web conferences utilizing a WebEx platform. Managed a team of 16 associates, ranging from senior systems administrators to tier-1 support technicians that supported external customers and internal infrastructure needs. Oversaw all aspects of department operations, which included hiring and training staff, business planning, forecasting, and monitoring weekly performance metrics. Managed the department budget and staffing requirements.

●Served as key technical leader on all Internet, network, and desktop applications, including all customer-facing issues.

●Developed a highly efficient questions protocol that eliminated redundancy when client issues were handed off to WebEx technicians, reducing problem resolution time by over 50%.

●Collaborated with key executive decision makers to ensure alignment of strategic and tactical objectives.

●Championed process improvement initiatives, including the implementation of corporate-wide policies and procedures for support personnel, which elevated the quality of customer calls while improving the support level and response time.

●Managed a major company consolidation to one location; implemented the procedures for the system transfer.

●Led the conversion of AS/400 servers for use a remote email servers.

KESSLER INSTITUTE FOR REHABILITATION, West Orange, NJ 1996 to 2004

Senior Network Services and Support Manager

Steadily promoted to positions of increased responsibility and scope for contributions that were instrumental in building the IP network from ground floor into a fully operational network supporting the company’s national expansion. Built, trained, and managed the technical staff, which included PC and network technicians, network administrators, helpdesk support, and administrative personnel. Created and implemented policies and procedures for all technologies including email, corporate-owned equipment, and Intranet/Extranet.

●Served as a core team member in executing the planning, configuration, and implementation of a state-of-the art, multi-million dollar data center.

●Reduced annual recurring costs by more than $650,000 by transitioning original computer network to a far more efficient frame relay network.

●Negotiated the early termination of leased equipment that captured more than $400,000 in cost savings.

●Participated in the design of an Active Directory infrastructure that supported more than 5,000 users across the nation as well as the upgrade to MS Exchange 2000.

●Played key role in transitioning a manual work request process to an automated online system that expedited trouble ticket turnaround from an average of 2 days to an hour or less.

●Lowered department operational costs by training existing staff members on new technologies and promoting them from within.

●Led implementation of McKesson

●Built a fully functional Helpdesk from the ground up.

Technical Proficiencies

Desktop Applications: Windows 2000/2003/XP; MAC; VPN; Citrix; MS Office (all versions); Financial Software; Virus Protection (multiple applications)

Networks: SAN; WAN; MAC; Linux; Novell; Windows NT 4.0, 2000, 2003, Exchange 5.0, 2000;

SQL 7.0, 2000; TCP/IP; Track-It; Printers; Routers; Switches

Education

Computer Science – Montclair State University

Computer Specialist Course – The Chubb Institute

Administrator Course – Track-On

CNA Certificate

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