Systems Admin, Senior Help Desk, Help Desk III, Help Desk II
Resume:
Stephen A. Mangini
Shelton, CT *6484
Phone Number: 203-***-****
E-mail: add1ff@r.postjobfree.com
OBJECTIVE: Above all, I hope to show my employer that I am an intelligent and motivated employee, with aspirations of becoming a consummate professional. In doing so, I am prepared to conquer all challenges asked of me.
EMPLOYMENT: Yale New Haven Health, Stratford, CT
Senior Helpdesk Analyst, 11/11 – present
Assisted doctors, pharmacists, nurses, health field workers and executives and IT specialists via phone and email with excellent technical support; with an exceptional rate of first call resolution.
Completed service requests on a daily basis in a timely manner to ensure proper healthcare software/database access was granted to employees throughout the health system.
Contributed to the knowledgebase, updated information to maintain the helpdesk learning management system, SOPs and training manuals for helpdesk analysts
Worked closely with Tier II, and 3rd party vendors to resolve technical problems. Created, responded, and escalated Remedy tickets in a clear and efficient manner.
Maintained a professional attitude and provide excellent customer service at all times, that includes maintaining a good work ethic and assisting other analysts when needed.
Provided phone support for seven different hospitals Yale New Haven, Greenwich, Bridgeport, Lawrence + Memorial, Westerly, North East Medical, Saint Raphael’s, providing technical expertise and support for well over 100 different applications throughout the health system.
Yale New Haven Hospital, New Haven, CT
Night Shift Lead: ITS Rounding, 11/10 – 11/11
As the night shift lead; Mentored and trained new support staff, reported back to manager daily. A total of four employees reported to me in this role.
Imaged, deployed and maintained the uptime of all computer hardware within the hospital including but not limited to desktops, laptops, printers, scanners, workstation on wheels, projectors, video conferencing equipment, fax machines.
Support for multi-site connectivity for LAN, WAN, IP phone systems and remote connectivity through Citrix and CISCO VPN client.
Thin client support within a Citrix remote desktop environment with virtual desktop and server creation and management.
Excelled at communicating desktop technical jargon to non-technical clients. Very strong interpersonal and people skills.
Kuehne + Nagel Inc., Naugatuck, CT
BES Administrator, 2/10 – 11/10
Provided 2nd level support, including provision, maintenance, troubleshooting and resolution of reported incidents and other requests for all cell phones, overdrive devices, air cards, Blackberry devices, laptops and desktops.
Ordered, deployed and provided support for 650+ Blackberry end users. Maintained company Blackberry Enterprise Server 5.0.
Liaison with service providers including AT&T, Verizon, Sprint, and T-Mobile. Managed all 4 web based premier accounts.
Administration activities included ordering, tracking and deployment of mobile devices resulting from end user requests, BES account creation/deletion, sending IT policies and service books.
Imaged Desktops/Laptops as needed. Developed self install printer page on intranet using TYPO3.
Microboard Processing Inc., Seymour, CT
Systems Administrator, 8/08 – 1/10
Assisted the maintenance for the uptime of the phone system, 18 servers and 220 workstations throughout the facility. Provided support for users via VNC remote desktop.
Monitored and updated user groups and permissions, using Active Directory
Installed, setup, and troubleshot software, hardware, printers, work stations, and phone system.
Duties included the use of Circuit Cam, Crystal Reports, BAAN 4C4, AutoCad, Aegis Manufacturing Execution System, and Trend Micro firewall.
Created and maintained several spreadsheets in excel of system specifications used by the department.
Handled and locked down ITAR (International Traffic in Arms Regulations) sensitive products.
Performed installation of VZN network extenders, time clocks, and fiber optic switches.
EXPERIENCE: Skills:
Proficient in providing excellent technical and customer support. Very strong listening and communication skills. Ability to communicate technical concepts to non-technical clients.
Desktop/Laptop imaging – Symantec Ghost32 8.2, Remote access support –RealVNC, Dameware, LANdesk, Kaseya, Remedy, LDAP, PDM, Second level BlackBerry support – BES 5.0, Microsoft Office, Active Directory, computer hardware diagnosis & repair.
Ability to multitask, work under pressure, prioritize and meet deadlines in a fast-paced environment, while maintaining a strong emphasis on quality.
Knowledgeable in HTML, PHP, CSS, TYPO3, C++, Microsoft Access, SAS, JavaScript and windows-web based applications.
Adept support in: Active Directory, Allscripts, Arcsight, Bomgar, Centricty EMR, Cerner Millenium, Chartview (3M), Cisco VPN, Cisco Agent Desktop, Cisco Finesse, Citrix, Dameware, Epic Hyperspace, Epic Cadence, Go To Assist, Healthstream, Kronos, Landesk, Lawson, Learning Management System, Laser Jet Printers, LexisNexis, McKesson, MDLink, Meditech, Microsof Outlook/Excel/Word, Patient Transport Tracking, Quadramed, Remedy, RevRunner, SCM, SDK Web/Text, Softmed, Symantec endpoint protection, VDI, VMware, Windows XP/7/10, Zebra Label printers and many more applications
EDUCATION &
CERTIFICATIONS: Southern Connecticut State University, New Haven, CT
Attended: 9/03-4/08
B.S. in Business Administration with a concentration in Management Information Systems.
CompTIA Security+ Certified (2014)
CompTIA A+ Certified (2010)
HDI Support Center Analyst Certified (2016)
J-STD-001, Requirements for Soldered Electrical and Electronic Assemblies
IPC-A-610, Acceptability of Electronic Assemblies
IPC-A-600, Acceptability of Printed Boards
IPC/WHMA-A-620, Requirements and Acceptance for Cable and Wire Harness Assemblies
IPC-7711/IPC-7721, Rework and Repair of Electronic Assemblies/Repair of Printed Boards
REFERENCES:
Karen Bisset
Joshua Nichio
Donald Eldred
IT/Helpdesk Manager
IT Manager
ITS Rounding Coordinator
Kuehne + Nagel Inc
Microboard Processing
Yale NH Hospital
22 Spencer St.
4 Progress Lane
20 York Street
Naugatuck, CT 06770
Seymour, CT 06483
New Haven, CT 06510
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