James O’Connor

978-***-**** ad3ry2@r.postjobfree.com

SUMMARY:

Seasoned IT Service Desk Manager with experience effectively managing daily IT service desk operations serving an organization of 1,500 clients. Particularly adept at spearheading process improvements, managing, training and mentoring service desk team, and responsive problem and request management. Strong understanding of ITIL, ServiceNow, and SCCM EXPERIENCE:

Reebok / Adidas Group

Boston, MA 2018- Present

IT Service Desk Operations Manager

• Manage and develop the service desk team.

• Lead team in the resolution of all service requests and incidents within ServiceNow

• Oversee asset management and inventory

• Onboard new hires, including issuing computers and accounts

• Lead continual improvement of all ITIL processes, saving over $200,000 annually while reducing turnaround time of deployment by 40%

• Manage vendors, including procurement, security reviews, and renewals

• Manage client hardware ordering and troubleshooting (Desktops, laptops, etc.)

• Manage deployment of client operating system and application (Windows, Office, etc.)

• Develop survey feedback process to improve services/support experience with 100% positive customer service rating for past two years

Reebok / Adidas Group

Canton, MA 2013- 2118

Regional Altiris Admin

• Effectively executed all domain client management

• Led upgrade from NS 6 to NS 7 adding 3 new NS’s with 50 site severs

• Created multiple packages with wise packaging application

• Led troubleshooting all Altiris Application issues Rockport Company DC /Adidas Group

Lancaster, MA 2007- 2013

Computer Operations Analyst

• Responsible for Data Infrastructure in Distribution Center Servers\PC’s\Printers\Phones

• LANDesk Administrator Created VMware virtual environment to test LANDesk package deployments created management reporting and deploying PC Imaging

• Created updated desktop\laptop images for all adidas types with Bart PE boot disks\ Ghost imaging software on a network share

Reebok /Adidas Group

Canton, MA 2005- 2007

Systems Analyst / Procurement

• Provided Second Level Support to 600 Reebok Employee’s. User groups consisted of all Reebok sales groups, Rockport Company and Greg Norman Brand

• Provided hands on support ( i.e. installing new pc, blackberry, laptops, printers, all hardware issues)

• Supported multiple software applications including Windows 98/XP, Lotus Notes 6.5, Outlook, Microsoft Office 2003, 97, SAP and various other applications

• Analyzed problem situations to determine root causes, options and best solutions SKILLS:

Landesk, Altiris, SCCM, Office 0365, Active Directory Administration, Service Now,Azure,Intune EDUCATION:

Becker College

Worcester, MA

Bachelors of Science in Business Administration

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