Service Desk Manger and Systems Administrator

WILLIAM DAVID SCOTT

**********@*****.***: • 678-***-****

Service Desk Manager - NA

Tosca · Apr 2020 - Present

Service Desk Manager in a hybrid environment. Delegate and monitor specific service desk responsibilities to team members to ensure that client inquiries are promptly attended to. Review all client complaints, rectify issues, and liaise with appropriate departments to handle complex issues in a bid to provide more effective solutions.

SKILLS

On-Premises Active Directory, Azure, Azure AD, Azure Endpoint Manager

Office 365, SharePoint and Teams administrator

ServiceDesk\ManageEngine Desktop 10 administration, asset management

Dynamics 365, Procurement, and Invoicing

Intune Auto Pilot Deployment and Package building

Reporting of KPI’s, SLA’s and trends.

Application License Purchase, Support and Administration

IT Support\Migration Specialist

Verint · Jul 2019 - Jan 2020

Upgrade Operating Systems and migrate user data from Win7 to Win10 for EOL

project. Image and replace various laptops and desktops..

Skills

Active Directory Services

SCCM Software Center

Druva Backup and Recovery

ServiceNow Ticket management and incident escalation.

Windows and MAC support

Senior System Administrator

BeavEx Inc. · Jul 2017 - Jul 2019

Tier III, 24\7 as well as on-call support per request from various locations throughout the US. Install and configure systems that support Beavex infrastructure and Asset Management applications.

Skills

EDI support and Administration

CXT Logistics and Routing

Active Directory Services, ADAudit Plus, and Active Directory Admin Center

Hyper-V, XenCenter v6.5 and Virtual Machine Manager

Tier 1 Network Support (VELO, SD-WAN, routers and switches)

Imaging, deployment, and Asset management

Dynamics GP

Technical Server Consultant

Hewlett Packard Enterprise · Feb 2017 - Jul 2017

Member of Mission Critical team providing Level I & II support and troubleshooting for HP Enterprise Services customers Server environment which includes hardware break fix support on all HPE ProLiant rack (DL), tower (ML) and BladeSystem solutions. Troubleshooting server hardware and diagnosing issues using HPE system tools such as HP OneView, as well as on-system management tools used to prepare a ProLiant system for deployment such as iLO, and Intelligent Provisioning.

Skills

HPE server support for all HPE Server platforms.

Windows Server 2003 – 2012 R2,

Red Hat, Linux and VMWare ESXi hosts.

Salesforce Ticket management, part ordering and onsite CE deployment

Systems Administrator

APL Logistics · Sep 2014 - Dec 2016

Front-line support for all WAN/LAN connectivity including but not limited to, Desktop\laptop hardware support, iPhone support, Server Support and maintenance, switching equipment, Wi-Fi infrastructure, cabling infrastructure, Audio Video infrastructure, and daily user support for all sites located in the GA, DC and NJ area. Managing and supporting implementation projects falling under the scope of the region for Liner and Logistics.

Skills

LAN\WAN Support and troubleshooting.

Lansweeper, Wireshark and Angry IPScanner.

ServiceNow ticketing and change management

SAP Finance and SAP CRM.

24/7 On-call support responsibilities.

IT Support Supervisor

NYK Logistics and Mega Carrier - Nov 2004 - Aug 2014

Manage and Support all IT functions in various locations including NJ, East Canada, Jacksonville, Houston, Boise, Cordova and Chicago.

Sklills

Remedy and HP Service Desk.

Server maintenance, patches and upgrades.

BrightStore Arc Serve Backup

Lotus Notes Administrator Domino Admin 6.5

CITIRX user administration and support in

XenApp 6.5 environment using in house interface OSCAR.

SmartFilter v4.0

Tech Services Supervisor

BEST BUY RETAILER - Sept 2001 – Oct 2005

Scheduling, staff training, and overall department management

Customer support, training, and problem resolution

MAC and Windows PCs

Computer Sales Specialist in Smyrna, Ga location. 11/12 - 11/13

CORE COMPETENCIES

Excellent Communication and Interpersonal Skills

Ability to Manage Multiple projects.

Analytical Thinking

Excellent Client Service

Continuous Education

Fostering Teamwork

Emotional Intelligence

Processes Definition & Improvement

Personal Credibility and Ethics

Contact this candidate