Manager Desktop Support

RONALD METVINER

** ***** ****

Mount Laurel, NJ *8084

Cell: 732-***-****

Email: **************@***.***

TECHNICAL ANALYST PROJECT MANAGER

PROFESSIONAL SUMMARY:

Proven performer with over 25 years of management, training, technical and customer service experience. Dedicated, self-motivated and decisive individual with a demonstrated ability to multi-task and work under pressure to accomplish overall objectives. Proven areas of expertise include:

• Excellent oral and written communication skills

• Extremely productive in a high volume, high stress environment

• High-Caliber customer service skills, able to establish immediate trust and confidence.

• Team player with proven ability to motivate, coach and train customer service employees COMPUTER SKILLS:

Microsoft Word • Microsoft Excel • Microsoft PowerPoint • Visio • Adobe Reader/Writer • Windows 9x/2000/XP/Vista/7/10 • Mainframe Applications • Lotus Notes • Groupwise • Outlook •Remedy • Magic (BMC Service Desk Express) • ServiceNow •Remote LAN Access • Bomgar Representative Console • Active Directory • OIM • Remote Desktop • Blackberry Support • Novell • ConsoleOne• LANDesk • SCCM • Cisco Finesse

PROFESSIONAL EXPERIENCE:

IT SUPPORT ANALYST II FEB 2008 – DEC 2019

The Children’s Hospital of Philadelphia – Philadelphia, PA

• Answered calls from a 21,000 client base by the 2nd ring (no wait time)

• Checked email, voicemail, and other off the phone work according to SLA and entering Trouble Tickets in the problem management system for off phone work

• Troubleshoot and resolve system workstation and network issues, while documenting issues in the problem management system

• Escalated issues as necessary to other groups and knowing whom to call for particular issues

• Provided desktop support for clinical areas in emergency situations

• Worked on call after hours and on weekends if necessary on a rotating basis

• Processed Work Orders once they are approved and forwarding the approved Work Orders to the correct queue to complete the work.

• Kept track of Work Orders which are out of SLA and following up with the technician who holds the Work Order to get a status update.

• Reaching out to managers who still need to either approve or deny a Work Order, to see how they wish to proceed.

• Keeping track of closed Work Orders so I can close out the associated Work Request.

• Creating additional Work Orders off of the original Work Request if additional items are needed for completion of all Work orders.

• Keeping track of incoming hardware \ software and delivering it to the technician who will implement the work. ACCOUNT EXECUTIVE JUN 2007 -DEC 2007

Robert Half Technology – Philadelphia, PA

• Conducted Client Visits, in order to build trust and solicit IT contractual sales

• Made outbound calls, to existing and potentially new clients to solicit IT sales

• Worked independently and with co-workers, in order to cross sell permanent and contractual business needs

• Understood client's needs, in order to get the most highly skilled IT consultant into their organization, in order to provide a resolution on an interim or project basis

• Provided customer support \ client satisfaction to existing clients SENIOR HELP DESK ANALYST 2000 - 2007

Unidata, LLC – Outsourced in 2005 - Woodbridge, NJ Prudential – Holmdel, NJ (2000-2005)

• Provided Tier Two PC support to internal clients by remotely accessing their workstation in order to resolve their system’s problems

• Provided deskside support, when an issue could not be handled remotely, due to it being either a hardware or wiring issue

• Managed and provided solutions to client’s problems via the Corporate Technology Services Help Desk Mailbox

• Reviewed Help Desk analyst call logs and deliver constructive and structured feedback

• Frequently provided updates, suggestions and enhancements to help allow co-workers to perform their jobs more efficiently and effectively

• Technical Liaison for the sale of PruPac from Prudential to Liberty Mutual

• Maintained Prudential’s home grown companywide paging infrastructure (Ultrapage)

• Provided weekly backup server tape responsibilities for the Millville, NJ location Key Accomplishment:

• Developed part of the In-House Career Development and Training program curriculum for staff of 100+ ASSOCIATE SYSTEMS PROJECT MANAGER 1998 –2000

Prudential – Roseland, NJ

• Offered call center consultation / advice to various Business Units throughout enterprise

• Acted as systems project manager for the enterprise’s Computer Telephony Integration (CTI) applications

• Ensured Interactive Voice Response Unit (IVR) standards were met throughout enterprise

• Oversaw the Toll Free Database to ensure a smooth execution of all toll free requests

• Trained Customer Service Representative’s (CSRs) on multiple call center applications

• Maintained department’s Business Contingency plan

• Participated with the Y2K Desktop Coordinators to ensure desktop infrastructure, operating systems and data files were Y2K compliant

• Made decisions whether to upgrade, delete or accept the risk of non-compliant software applications ADVANCED CUSTOMER SERVICE REPRESENTATIVE 1995 – 1998 Prudential – Edison, NJ

• Liaised as the Prudential Health Care Group (PHC) Coordinator

• Designed, developed & delivered content of PHC procedures & training materials

• Developed Interactive Voice Response Unit (IVR) scripting to ensure a customer focus

• Researched PHC updates and delegated work to other PHC liaisons

• Monitored call center statistics and mentored all new hires

• Took escalated irate calls when a supervisor was requested

• Conducted Quality Assurance of other CSR’s work

EDUCATION:

Stockton State College - Pomona, NJ 1993

Bachelor of Arts, Marketing

Mercer County Community College – Trenton, NJ 1990 Associates in Applied Science for General Business RELEVANT COURSE WORK:

• Effective Business Writing

• Project Planning and Control

• Scheduling and Cost Control

• Project Management

Applications

• Managing Projects in

Organizations

• PMO Certification

• Project Leadership,

Management, and

Communication

• Software Risk Management

• Quality for Project Managers

• Contracting for Project

Managers

• Understanding

Telecommunications

• Improving Interactive Voice

Response

• Living Disaster Recovery

Planning System (LDRPS)

Basics

• HDI Certification

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