Desktop Support Manager

STEPHEN McCARTY

Franklinville, New Jersey *****

856-***-**** **********@*******.***

Professional Summary

Hands on Desktop Support Manager with experience in planning and execution of large scale projects. Strengths include the ability to multi-task, work well with tight deadlines and work independently as well as part of a team.

Skills

Field Operations

Teamwork and Collaboration

Customer Service

Problem-Solving

Work History

01/2013 to 04/2024

Field Support Manager

Fulton Bank

Manage a team of 7 Regional Field Technicians within Fulton's 5 state footprint

Provide day to day guidance on technical issues

Plan and implement yearly hardware refresh projects, desktops, laptops printers

Manage day to day relationships with 3rd party support vendors

Negotiate contracts with 3rd party vendors

Provide 1 on 1 coaching and career pathing to members of the Field Support team

Resolve internal customer dissatisfaction surveys.

01/2011 to 01/2013

Field Engineer II

Fulton Bank

Responsible for hands on repair and maintenance of pc's and laptops in a Microsoft network environment.

Responsibilities also include the hardware support of HP servers in the Administrative Service Center server room.

Administer CISCO VoIP telecom system.

Provide technical support to members of the Field Support team.

Representative to the Corporate Branch & ATM Committee.

01/2005 to 01/2011

Field Engineer I

Fulton Bank

Repair and maintain HP laser printer

Perform basic administration of Cisco VoIP phones systems using Cisco Call Manager software

Troubleshoot basic dial tone issues.

01/2003 to 01/2005

System Tech II

Fulton Bank

Perform basic administration on Avaya phone systems using Avaya Site Administration

Perform Ghost image installs

Troubleshoot hardware and software issues.

01/2001 to 01/2002

Senior Repair and Maintenance Technician

Hewlett Packard (Formerly Compaq)

Responsible for troubleshooting and the repairing of custom built servers and workstations to customer specifications

Clients included Bloomberg, Xerox, Praxair, Lehman Brothers and the Pentagon after 9/11

Ordered and tracked incoming hardware

Completed the paperwork, put the new part into the machine and returned the defective parts to the inventory department

Updated the ACCESS database for tracking and resolution of trouble tickets

Tested hardware replacement parts to ensure that the computer functioned properly.

01/2000 to 01/2001

Configuration Technician

Hewlett Packard (Formerly Compaq)

Custom built Compaq computers to customer's specification

Installed and configured customer images

Ran test software to ensure the computer functioned properly

Tested customer images to be certain that everything worked correctly

Promoted to Repair and Maintenance Technician within 8 months.

Education

01/2000

Compter Repair Technology: Computer Repair

Omega Institute of Technology - Pennsauken, NJ

HDI Support Center Director

HDI Desktop Support Manager

Image1 Laser Printer Service Training

A+ Certification

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