Service Desk It
Resume:
ALEXANDER J. HORTYNSKI
**********@*****.*** • 954-***-**** • 11960 Lake Fern Drive, Jacksonville, FL 32258
A Talented and Accomplished Hands-on IT Manager with a Background in IT Service Desk Infrastructure & Operations Management, IT Asset Management, and Project Management
10+ years of experience managing/overseeing
IT Service Desk
20+ years of experience working on IT service desk
Provides hands on technical support to a broad range
of functions
Experience leading/managing IT projects and rolling out various technologies on an enterprise basis
Working knowledge of computer systems, security, network and systems administration, databases and data storage systems, and video conferencing systems
Strong critical thinking and decision-making skills
Project management skills and an ability to prioritize
Firm grasp on IT infrastructure and operations best practices
Multitasking ability to oversee several projects and reach milestones on time
Adept at remote and on-site support
Highly experienced in MSP environments
Expert in PC installation and configuration
Excellent verbal/written communication skills
PROFESSIONAL EXPERIENCE
Manager – IT Service Desk 3/2021 – Present Brooks Rehabilitation Hospital - Jacksonville, FL
Manages a Helpdesk of 26 analysts to ensure appropriate levels of service are kept and to be point of escalation from the Helpdesk
Partners with network group to ensure LAN/WAN is in full operation
Leads IT projects, including the design and deployment of new IT systems and services
Oversees the performance of information technology systems and make recommendations for improving the IT infrastructure
Helps define IT infrastructure strategy, architecture, and processes
Supports the development of IT policies and processes
Assesses vendors and develop test strategies for new hardware and software
Troubleshoot hardware and software issues related to internal IT
Has accountability for the performance and results of multiple teams within own area of specialization
Adapts departmental plans and priorities to address resource and operational challenges
Provides technical and subject matter guidance to employees, colleagues and customers
Directs decisions and problem solving requiring the application of subject matter expertise and a firm understanding of the organization's policies and procedures
Develops and executes strategic internal and external communication plans
Collaborates with senior leadership to develop executive-level communications, presentations, and materials that promote the mission and strategic goals of the organization
Lead communication-related projects, collaborate with customers across the enterprise to develop business cases, and lead technology change management team, working with senior level clinical, operational, and administrative executives, managers, and analysts to ensure system changes are coordinated between impacted groups and communicated to the organization
Facilitates Change Advisory Group meetings, working to ensure appropriate representation from clinical and operational leadership, efficient use of time, and a clear understanding of the impacts of proposed changes and assist IS leadership in the capital and operational budget process for Information Service
Manager – IT Service Infrastructure & Operations 9/2019 – 2/2021 Flowers Foods & Subsidiaries - Thomasville, GA
Serves as Manager - IT Service to provide services to Flowers Foods’ Production, Supply Distribution and Transportation Divisions
Manages 22 analysts in support of the second largest bakery in the US serving 85% of the US population with 49 locations, a 24/7/365 service desk serving 9,700+ nationwide employees and 200+ international contractors with a 20,000+ monthly ticket volume
Monitors key metrics in ServiceNow – SLAs and KPIs to include service availability, mean time to resolve, first call resolution rate, SLA breach rate, customer satisfaction, cost per contact and net promoter score
Designated IT Asset Manager (ITAM) provides an accurate account of technology asset lifecycle costs and risks to maximize the business value of technology strategy, architecture, funding, contractual, sourcing decisions and vendor management
Leads the enhancement and support of daily operations for IT applications and systems
Leads the support and daily operations of Infrastructure components such as Network, in-facility compute/data centers and provisions appropriate hardware and software solutions to end-users
Manages subject-matter expert resources to ensure stable and secure availability in their areas of accountability
Manages incident resolution and focuses on continuous improvement
Coordinates with internal and external providers to manage service delivery and service-level agreements
Identifies opportunities for automation and process improvement
Designs and implements plans to scale IT Operations to support projected business growth
Builds repeatable process playbooks to continue to launch new distribution centers and production facilities
Provides and manages IT Services Catalog to serve the business
Designs the device management strategy and manages devices
Manages various vendors to provide in-field technology and end user computing
Performs root cause analysis for incidents and problems
Understands business needs and engages with IT to translate needs to technical requirements
Benchmarks business process capabilities and cross-process integration
Mastered data setup and configuration in key enterprise systems
Supports documentation and management of proposed, new, and existing configurations and integrations
Managed the following implementation projects across
Flowers Foods’ IT Service Infrastructure & Operations
ServiceNow IT service management (ITSM) tool
ITIL framework and processes
Windows 10 deployment
ITAM module within ServiceNow
Privileged Account Management (PAM)
SharePoint web-based collaborative platform
GEP SMART unified procurement software platform
SAP Concur travel and expense management
Granite VoIP cloud-based phone system
Sightline process control over-line inspection system
Manager - IT/Technical Team Lead 1/2019 – 7/2019
iVenture Solutions (MSP) – Jacksonville, FL
Management: Provides guidance to 10 analysts to ensure IT services are provided to 35 clients in line with iVenture expectations, including communicating job expectations, coaching, counseling, performance appraisals, and enforcing policies and procedures
Leadership: identifies and develops talent within the team, provide opportunities for learning and growth
Technical escalations: real-time prioritization and direction for the team, hands-on technical assistance, and scheduling/resource management to ensure client needs are met efficiently
Customer service: ensure the team is delivering exceptional service at all times, this includes working face to face with clients through client meetings, new client onboarding and day to day service delivery
Responsible for monitoring key metrics to include team member utilization, support ticket SLAs, project budgets – estimated vs. actual, customer retention and customer efficiency (effective rate)
Prioritization and team scheduling: continually monitors the team work load and client needs; proactively identify potential problems, set daily/weekly schedules, timelines and service accordingly; scheduling /resource management to ensure client needs are met efficiently
Reviews performance metrics, time sheets and ticket health of team members
Manages various vendors to provide in-field technology and/or end user computing
Performs root cause analysis for incidents and problems
Understands business needs and engages with IT to translate needs to technical requirements
Supports documentation and management of proposed, new, and existing configurations and integrations
Project management: manage IT projects ranging from 1 day to 3 months in length, including scoping, scheduling, communication and milestone reporting, resource allocations and budget
Collaborates with the Account Manager and vCIO for client health meetings, opportunity identification and project scope development
Manager - IT Service Desk 12/2017 – 11/2018
GenRx Pharmacy - Orlando, FL
Managed a team of 12 service desk analysts utilizing the ITIL framework and provides hands-on support of the global ServiceNow ticketing system for a group of nationwide specialty pharmacy call centers
Lead the day-to-day operations of a 24/7/365 help desk supporting 2,500 end users with a 2,500+ monthly ticket volume
Ensured the timely response to all service desk support calls and system-generated alerts
Coordinated support team escalations and alert communications during major incidents
Escalation point for level 3 desktop and network infrastructure support
Monitored key performance indicators (KPIs) for all major processes with technical operations to identify opportunities for improvement and drive actionable items
Provided performance reports to management
Managed and maintains service management tool
Created and ensured adherence to business rules, standard operating procedures (SOPs) and operational metrics
Managed and improved the IT knowledge base
Identified, researched, and resolved complex technical problems
Documented, tracked, and monitored problems to ensure resolution in a timely manner
Ensured that all support requests are well documented in the IT ticketing system from the creation of the ticket to the successful resolution
Performed scheduling for the service desk to ensure coverage during normal business hours and on-call support as required
Worked with IT support team resources to ensure proper processes are created and followed to inform, track and support end users
Communicated with end users, team members and management regularly during all aspects of help desk operations and ongoing technical issues
Created and managed reports to upper-level management about all aspects of IT technical management including SLAs
Monitored and manages support solutions and problem management provided by the team to end users for efficiency, accuracy and completeness
Mentored and developed team growth by identifying areas for improvement and pathways to advancement
Supervisor - IT Service Desk 12/2014 – 12/2017
Vista IT Solutions (MSP) – Kroger Specialty Pharmacy - Orlando, FL
Managed 6 service desk analysts utilizing the ITIL framework in support of the global ServiceNow ticketing system for all incoming incidents and service requests for a group of nationwide specialty pharmacy call centers
Supervised the day-to-day operations of a 24/7/365 help desk serving 1,600 end users with a 2,000+ monthly ticket volume
Monitored activities and work across team to ensure timely, effective and efficient response to business issues and needs across the organization
Balanced workload and manage schedules to meet demand and service level agreements
Evaluated performance and provided counseling, cross training and coaching to team members. Identified needs and helped build development plan to improve capabilities
Interviewed, selected, recommended hire, trained and assigned team members
Provided supplemental support to frontline Help Desk team as needed
Lead communication & coordination efforts across different dimensions of the team
Developed approach to improve collaboration of Help Desk across all locations; maintain close coordination and learn in conjunction with other IT teams; maintain close communication with rest of business operations
Reviewed documentation on a routine basis to ensure accuracy. Reviewed and approved recommended documentation
Worked closely with management team to ensure appropriate coverage and documentation for go-lives and other projects
Monitored ticket queues to ensure efficiency, incident resolution, and end user satisfaction
Responsible for problem management process within the IT department
Continually advanced the tier 1, 2 and 3 support structure by working with departmental management on recurring issues
Network Technician 9/2012 – 12/2014
C3 Cloud Computing Concepts (MSP) – Delray Beach, FL
Responsible for providing remote and on-site support to a wide array of industries
Installed, configured and supported virtual machines, thin clients, PCs, laptops, printers, servers, storage area networks and switches
Managed Active Directory domains, including both server and workstation placement
Responsible for deployment tools at both server and workstation levels
Supervised patching operations for all Microsoft OS, and other applications
Installed and implemented all aspects of Point of Sale (POS) Devices such as bar code scanner, scale, credit card reader, receipt and label printers, etc.
In charge of virtual machine administration on VMware platform
Provided first line user and desktop support; identify, diagnose, and resolve issues promptly and effectively
Utilized and Managed VMware software to aide in business continuity and disaster recovery
Human Resources Information Systems Analyst Honorable Discharge 2/2001- 2/2009 United States Army – Fort Bliss, TX
Supervised a team of 8 HRIS analysts
Managed HR and Finance systems for 220 soldiers
Provided support of HRIS systems including, but not limited to, performing thorough problem analysis, recreating, researching, testing and resolving issues; recommend solutions or alternate methods to meet requirements and result in resolution
Responsible for HR system configuration including modules updates, business process/workflow setup, modification and security
Analyzed data flows for process improvement opportunities
Served as the technical point of contact for assigned functional areas of these HR Systems and assist where and when possible to unassigned areas
Supported the design, coordination, testing and delivery of HR Metrics, data summaries and other reporting solutions for use in business planning, analysis and forecasting
TECHNICAL SKILLS
Certifications: ITIL, CompTIA Network+, CompTIA A+, VMware VCA-Cloud, VCA-WM, VSP
Operating Systems: Windows 98/NT/2000/ME/XP/Vista/7/8.1/10, Macintosh OS, Ubuntu, Kali Linux, Unix/DOS
Networking: LAN/WAN, TCP/IP, Ethernet (10/100/1000), T1/T3, ISDN, DNS, DSL, registry configuration, web browser installation and configuration, network support
Software/Tools: ServiceNow, ConnectWise, Zenddesk, Remedy, AutoTask, HEAT, Sailpoint, VMware vSphere, Active Directory, Okta, Azure, PowerShell, Exchange, Skype for Business, Teams, Access, Citrix Management Console, SAP Solution Manager, Concur, SQL, Kronos, Kaseya, Oracle, Okta, Rehab Optima, eClinicalWorks, Meditech, Connex via Citrix, TheraOffice, Office (including OWA), Backline, ImageNow, Perceptive, Homecare Homebase, PointClickCare (and Point of Care), RingCentral, Cisco (Mobility and Anyconnect), Medbridge, Office 365 Administration Center, ShoreTel Director, VOIP, Mitel, MiCollab, MiVoice Business, Zendesk, Avaya, Imaging, Ghost, PRTG Network Monitor, SolarWinds, Orion, Veeam, Zerto, Salesforce, Kronos, Excel, PowerPoint, Access, Project, Navia, Clarity, PPM, Automate, PCData, Blackline, Remote Desktop Protocol, VPN, TeamViewer, Wireshark, Adobe Photoshop and PDF Converter, HRIS, PS Query, CPR+ by Mediware, EPS by PDX, Inc., Anti-virus software, mobile device management (MDM), iOS, iPhone, iPad, Android and all other mobile device support, video conferencing and print software. HIPAA compliance
Hardware: PC/Server assembly and repair, wireless access points WAP, routers, switches, hubs, point of sale POS, peripherals, mobile devices, printers, scanners, conference room and AV equipment
EDUCATION
Bachelor of Business Administration, International Business & Trade Graduated 2010
Florida Atlantic University - Boca Raton. FL
AutoCAD
1.purchase orders
2.acquisitions
3.TV
4.instrumentation
5.strategic
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