Desktop Support Manager
Resume:
Michael Patrick Leavy
************@*****.***
Morristown, NJ
Competencies:
Endpoint Management-In House Staff Development-IT Infrastructure-LAN/WAN-Telecommunications Management- ITIL-End User Support-Help Desk-Executive Support-Budget Management-Videoconferencing-Software/Hardware Development and Implementation-Disaster Recovery-Vendor Relations-Staff Management and Development-Enterprise Strategy-IaaS-SaaS
Experience:
Wilson Elser LLP Sep 2019-June 2020
ITSM Manager-Contractor
Supervised Service Desk and Desktop Team of 19 technicians and one supervisor as well as outsourced team for off hours support
Developed Service Delivery process from onboarding to device management, procurement and level 1 through 3 service
Heading project for video conferencing upgrades in domestic offices
Training Desktop Team on ITIL process and procedures
Working on change management process including SCCM implementation to better follow ITIL guidelines introducing change management committee for on prem and cloud based applications including Office 365.
Leading project to convert to modern ITSM system, interviewing and researching products and vendor proposed solutions engaging business stakeholder and IT management
Developed ITIL measures for Service Desk and Desktop Support teams updating current SLA’s, escalations, break fix process and procedures to better reflect modern needs of law firm support
Supervise team for external firm events including national and regional retreats
Training staff on white glove process for VIP users in Headquarters and Regional Offices
Refined and developed service desk Auto Calling Distribution system for more efficient delivery
Managing Windows Migration program establishing process and administering problem resolution team utilizing incident/problem management
Chair of Continuous Service Improvement plan committee
Participate with other department heads in gap analysis to help better implement business plan from a technology perspective
Responsible for asset management and configuration management database processes
City University of New York Sep 2018-Sep 2019
IT Manager
Supervise team for support and network administration
Instituted Change Management committee utilizing ITIL practices
Manage vendor relations
Led migration of Mac environment to Windows 10 Enterprise
Developed training for staff on Windows 10 OS
Introduced Managed Printing solution cutting printing supply and maintenance cost by 53%
Revamped and configured Help Desk criteria including Key Performance Issues, Service Level Agreement and problem/incident resolution process
Designed student orientation/training for incoming graduate classes
Instituted mobile device security policy through Azure
Coordinating migration to IP phone service
Responsible for IT department budget and technology goals
Passaic Board of Education Feb 2015- July 2018
Assistant Director
Report to Director of Technology with 19 direct reports including three managers and staff
Manage vendor relations
Vice Chair of Technology committee helping to determine technical needs and direction of organization
Introduced the use of change management procedure to limit downtime on district wide issues and streamline updating procedures
Created budget in coordination with IT Director
Initiated Altiris ticketing system for district significantly improving response/resolution time from days to same day resolution on 85% of submitted incidents as well as identifying Key Performance Issues
Led project on Board of Education move to new building, supervising AV configuration, Security design and implementation, and network design choosing vendors and implementation.
Worked on project for staff for SSO capability with Windows and Google products
Key project leader on network migration to new Board of Education building
Managed Network Team implementing iBoss web security and gateway application as well as hardware and security configuration including firewall and VPN
Restructured Help Desk team including introduction of Service Level Agreements and unified procedures for Level 1 and 2 incidents as well as district outages/failures
Hired team members and initiated staff training for improved technical knowledge and customer service
Manage wireless access point project for district giving wireless access in all schools and buildings for student and staff use for 21 sites
Assist in the technical administration and support of 15000 student and 2100 staff school district
Lead team developing standard images for district equipment and software patching through Altiris software
Coordinate with educational technology group to assure technology division provides proper infrastructure and support for technology initiatives
Helped coordinate migration to 3 Par storage and backup system for district as well as VMWare vSphere 6 migration and implementation
Assisted in Disaster Recovery implementation
Led team to revamp Active Directory and establish process for new and terminated users
Successfully coordinated migration to Cisco IP phone system and porting of 925 numbers saving the district $20,000.00 per month in telecom costs
Responsible for training and management of telecom system
CV Starr International, USA Sept 2011- Oct 2014
Global Service Desk Manager
Manage 14-20 person staff support team and 6 person offshore support development team for 2300 users in the US and Globally on Windows 7 platform and Office 2010 and 2013
Was technical liaison to Technology Group advising technical needs in regards to long and short term business goals
Hired and trained new staff building in house support for firm replacing outsourced service eliminating expenses of $80,000 a month for support
Vice Chair of Change Management Committee
Led support team migrating exchange on premise environment to Office 365 Reviewed staff work on ticket count, resolution time, backlog of unresolved issues, ticket assignment/reassignment, percentage of urgent or high priority issues and their resolution
Helped implement and support virtual desktops using Citrix XenDesktop and XenApp
Tracked Key Performance Indicators such as incidents per person, application, ticket reopens, response/resolution time as well as down time and outages
Worked through onsite visits with regional office heads in North America to receive feedback and collaborate on support issues and technical needs
Created Service Level and Operating Level Agreements and support policy for firm
Provide home executive home support including on-site support and off hours phone support
Initiated SLA policy for support issues for support team and offshore team as well as establishing metrics and Key Performance Indicators to streamline support and resolution
Initiated change management process including change management committee consisting of IT staff and business stakeholders
Led telecom upgrade project for US offices to Verizon HIPC VOIP platform
Administrate Active Directory reconfiguration as well as Group Policy design and management
Develop maintain vendor relationships and standards for hardware and software
Create budget for desktop and network teams
Collaborated with support team for Salesforce, Great Plains and Citrix
Managed infrastructure project management for North American office upgrades including new server and network equipment deployment and configuration
Participate in network design and administration of North American offices
Administrate Virtual Machine environment and handle VM requests using VM View
Head team providing remote support on three continents including RSA token management and Cisco VPN
Headed several product rollouts including Symantec Anti-Virus and standard Windows 7 imaging
Headed support for Avaya telecom system and voicemail support/administration
Administrate Cisco Unified Communications System for Canadian offices
Coordinated and designed AV presentation configuration for US offices upgrading six locations with Tandberg equipment
Support executive mobile devices using Blackberry Enterprise Server, Good and Maas360
Coordinated and administrate Lync rollout nationwide
Support executive iPad/iPhone and blackberry devices
Partner with Infrastructure team to migrate data to cloud based storage alleviating storage issues and security with Microsoft Azure enabling application data to be more easily accessible and reduce space issues for certain in house applications
Ziff Brothers Investments April 2006 - Sept 2011
Senior Technical Support Leader
Supported Ziff family locations for IT and AV needs throughout US
Led Executive support team for in house technical support and meeting support
Coordinated off site executive meeting support for Managing Partners including Windows 7 and Cisco VPN configuration.
Led desktop and market data assistance to traders and other users
Coordinated firm office move supervising consultant team including patching, printer configuration and deployment
Managed top level executive video conferencing worldwide including Polycom Telepresence and Tandberg endpoints.
Provided home support for Managing Partners including desktop, printing, network and video conferencing.
Provided Level I, II and III support for 500 users in United States and South America
Coordinated New York Support team technician ticket assignment and performance
Traveled to domestic offices for support and project management
Led Desktop Support staff for project work and day to day support
Helped develop Quality Assurance process and documentation for laptop and desktop imaging and deployment
Established and developed vendor relations regarding hardware and video conferencing
Backup support for Telecom Analyst on IP and digital system
Assist Training Department with agenda and training plans including
Gained knowledge and familiarity with personnel and systems becoming primary contact for regional offices and department heads.
Coughlin Duffy LLP Oct 2004 - March 2006
IT Manager
Created IT Department for new law firm for users and offices in New Jersey and New York
Guided firm on technology choices and practices
Initiated practices policy for document and network security
Assisted in project management of office buildout and move
Responsible for Windows 2003 and Exchange 2003 servers
Administrated iManage for document management
Responsible for Concordance application support
Implemented and administrated LanDesk
Designed and maintained infrastructure for New York and New Jersey offices
Established SLA and best practices as well as performance metrics
Administrate training program for employees and new hires on all software packages
Hire and supervise staff
Initiate vendor contacts for all aspects of IT Department
Responsible for IT Department budget
Support Blackberry wireless devices
Independent Consultant March 2004 - Sept 2004
Install and configure new PC’s
Administrate Windows 2000 server and Veritas backup services
Provide phone and desktop support to office
Coordinate office move
Administrate Windows 2000 server and Exchange 2003 and Active Directory
Assist users in trading floor environment
Dorsey Whitney LLP 1999 - Feb 2004
Network and Systems Support Manager
Provided Daily technical support for all Lawyers in New York, New Jersey, Washington DC and Toronto offices
Visited regional and international offices regularly for user input and projects including moves and buildouts
Assisted in training of technical and legal support staff during various software upgrades
Assisted in support of Veritas Backup software as well as Storage Area Network
Upgraded Exchange 5.5 to 2003
Administrated Windows NT, 2000, SQL, and Exchange 2003 servers
Supported Active Directory and designed Group Policies
Supervised staff of 8
Updated and maintained printers and backup system, including tape management
Helped implement and support Citrix for New York office and remote users
Coordinate migration of WordPerfect 8.0 documents to Microsoft Word 2000
Project lead for office moves responsible for front end and infrastructure in Toronto, California and New Jersey locations
Insured successful completion, maintenance and off site storage for the local Servers back-up using Veritas Back-up Exec
Technical Skills:
Software: Windows 7 and 10 Enterprise, Mobile Iron, Jira, ZenDesk, Office 365, Salesforce, Server 2008/2010/2012/2016, Azure, Altiris, Outlook 365,LANDesk, Google, HEAT, Apps, Google Classroom, Citrix, Remote Desktop, Office 2010/2013, HMH Learning Applications, InTune, JIRA, Powerschool, SwiftReach, OneCall, Exchange, Active Directory, Lotus Notes, Bloomberg, Factset, VPM, TCP/IP, Outlook, RAS, ArcServ, Veritas Backup Exec, Ghost, Cisco, Cisco VPN, RSA, WebEx, Genesys Conferencing, Livenote, Summation, Visio, Remedy, Imanage, MacAfee And Norton Anti-Virus, Workshare, SMS, Elite, Carpe Diem, Rainmaker, Charles River
Hardware: Servers, Desktop Computers, Laptops, Mobile Devices, Compaq Servers, Dell PowerEdge, HP Storage, Lenovo Desktops And Laptops, Apple Phones And Tablets, Cisco Routers, Cisco Communication Manager, Cisco Meraki, 3com, Avaya, Printers, Secure ID Cards, Security Systems, Cisco/Tandberg Video Conferencing, HP/Canon/Apple/Xerox/Konica-Minolta Printers/Scanners.
Education:
Kaplan University
BS in Information Technology with Network Administration emphasis
County College of Morris
AS in Social Science\Liberal Arts
Certifications:
ITIL v3
Credential ID GR75056228ML
Contact this candidate