Sign in

Manager Support

Philadelphia, PA
January 15, 2020

Contact this candidate



Philadelphia, PA ***** 215-***-****


• IT professional with infrastructure support and management experience.

• Prior experience in the Banking, Manufacturing and Healthcare industries.

• Coordinated efforts to stand up a global Service Desk and Deskside Support teams at Lifescan; a startup company; formerly a division of Johnson and Johnson.

• Served as an End User Support Manager at Doylestown Hospital.

• Provided system administration and Level II support in full time and contract roles.

• Responsible for the implementation of new systems at St. Mary Medical Center. TECHNICAL SKILLS

- Client Computing, Telephony and Software infrastructure support experience

- Include AD, O365, Mitel, Cisco CUCM, SharePoint, Jira, Confluence and Service Now usage.

- Familiarity with Networking protocols and devices. CAREER NARRATIVE

LifeScan, Malvern, PA

10/2018 – 9/2019

IT Analyst 4 – Productivity Tools

• Trained, staffed and directed End User Support staff.

• Policy, process and knowledge base creation and management.

• SharePoint, Jira and Confluence administration.

• SLA compliance management.

Black Rock, Wilmington, DE

6/2018 – 9/2018

Contractor – Network CPR

• Short-term assignment consulting at Black Rock; a global asset management institution.

• Served as a technical resource assisting with a Windows 10 migration project. Doylestown Health, Doylestown, PA

11/2016 – 3/2018

End User Services Manager

• Managed staff consisting of 5 Desktop Analysts, 3 Service Desk Analysts, Contractors and Interns.

• Responsible for staffing; operational planning; allocation of IT resources and project management.

• Promoted employee development through training, intra-departmental project engagement, 1:1 mentoring, skills assessment, knowledge building and formal reviews.

• Successfully implemented and enforced Service Level Agreement support standards.

• Successfully implemented departmental rounding efforts for direct ownership and insight to the needs of each assigned clinical department. VWR, Bridgeport, NJ

8/2016 to 9/2016

Contractor – Beacon Hill Technologies

Information Technology Site Manager

• Temporary 6-week assignment to fill a vacancy until a hired applicant relocated to the area.

• Responsible for the daily hands-on support of a site consisting of 220 end users.

• Supported IBM desktops and laptops, Wyse thin client workstations and mobile devices.

• Served as the sole IT resource supporting all IT requests. GGB, an EnPro Industries Company, Thorofare, NJ

3/2014 to 6/2016

Information Technology Site Manager

• Directed IT resources for 280 end users at 2 manufacturing locations.

• Managed daily operations and supported ticketing systems to ensure SLA compliance and Shared Services alignment with business expectations.

• Interacted with Corporate Data Center, Infrastructure, Applications, Service Desk, and End User Support teams to deliver solutions in a timely manner. Bank of America, Hopewell, NJ

4/2012 to 12/2013

Consultant – TEK Systems

Compliance and Remediation Analyst

• Served as a consultant on a global non-permitted software compliance and remediation project.

• Tested, presented to management, and instructed new contractors on the WMI console tools, Excel functions, and best practices to remove software using a non-scripted approach as required by banking regulations.

• Led project and reduced instances to single digits for each occurrence type delivering a 99.9% success rate.

St. Mary Medical Center, Langhorne, PA 3/2007 - 11/2011 System Administrator /Implementation Specialist / End User Support Team Lead

• Supported the Applications and Technology teams, providing end user hardware and software assistance.

• Facilitated the planning, testing and implementation of new clinical systems and related hardware.

• Transferred knowledge and trained support staff on new and updated software and hardware systems.

• Consistently recognized for patient satisfaction survey results and realized SLA goals of 97+%.


Diploma in Computer Networking, The Chubb Institute, Springfield, PA Associates in Computer Science, Lyon's Technical Institute, Philadelphia, PA

Contact this candidate