IT Service Desk Manager

Zachary A. Ball

**** ******* *** *, ********, IL 60103

312-***-**** – *********@*****.***

PROFESSIONAL SUMMARY

Over 28 years’ experience in all aspects of technical and administrative support of IT systems and networking. Capable in setup and maintenance of end-user computers and technical systems for small or large organizations. Managed a team of 8 employees, vendors and systems. Expertise in installing racks stack, cabinets building and installation and cabling, working in a raised floor environment. Built out cages in Data centers.

TECHNICAL SKILLS

Hardware: Cables, Racks, Cabinets, Building Cages, MS, Audio/Visual Systems

Ticketing systems: Service Now, Track it, Fresh Service

Tools: Veritas Backup, Meditech Backup, Ghosting Software, Dame Ware

Networking: Cisco (Router and Switch), LAN/WAN IP, Exchange Printers, HP Servers,

Infrastructure: UPS configuration and installation, Network LAN room management, Fluke DTX fiber and copper tester/running, install aux bar, cable rack, fiber duct, mount bays, frames, cabinets

Operating Systems: MS Windows, MAC, Novell, Cisco IOS, Android

Software Applications: Microsoft Office Suite, Office 365 Hybrid, Lotus Notes, Symantec Anti-Virus, SharePoint, Active Directory Group Policy and Objects, Azure AD, VPN remote installs, Virtualized (VNWare) environment (Zoom, Microsoft Teams, Skype for Business), VOIP phone system management (Mitel), Cisco phone system management, SSL certificate management

CERTIFICATIONS

Windows NT Workstation and NT Server

CNA+

A+, CompTia.

2/7 test for MCSE Bootcamp for Windows Server 2000 & 2003

CTX-1258Al Citrix Presentation Server 4.0: Support

10961 Automating Administration with Windows PowerShell

MOC922: Supporting Windows NT 4.0 Core Technologies

ITIL Foundation Management Certification – in process

Professional Experience

Adler University March 2019 – September 2020

IT Service Desk Manager

Managed daily operations of the service desk department with 8 FTE as well as an intern staff

Implemented Fresh Service Ticketing System

Supported staff towards operational and customer service effectiveness along with encouraging positive morale

Ensured timely resolution of support requests per SLA standards

Ensured consistent maintenance of and adherence to technology policies, standards, and procedures

Lead the implementation, training, and optimization of hardware and software products to improve operations and efficiency

Assisted the development and system administration to create a comprehensive technology experience, including troubleshooting of network operations, connectivity problems, installing & maintaining equipment, user account/password management, access control lists, adding/terminating users, assigning rights and access, disaster recovery operations, etc.

Interim IT Help Desk Manager September 2019 – March 2020

Managed daily operations of the service desk department with 7 FTE as well as an intern staff

Developed and conducted customer evaluations to ensure effective help desk functions

Developed help desk success metrics

Promoted operational effectiveness in day-to-day technology support

Managed the purchasing, installation and maintenance, and reporting of the University workstation, printer, phone, and other technology resources

Developed university asset management processes (laptops, desktops, printers, etc.)

Re-evaluated position descriptions and responsibilities

Implemented two new IT positions (i.e., IT Support Desk Specialist & IT Lead Support Desk Specialist)

Evaluated classroom and conference room technology to improve processes

Senior IT Helpdesk Specialist July 2019 – September 2019

Supported multiple clients on a regular basis

Reorganized departmental resources to improve workspace efficiency and client support

Provided technical support to internal clients on product operation, installation, and configuration.

Ensured desktop computers interconnect seamlessly including associated validation systems, file servers, email servers, computer conferencing systems, and application servers

Maintained hardware, multi-print devices/servers activations, VOIP phones, and wireless devices

Provided IT support to conference and training room facilities

Maintained a high customer satisfaction rating

Provided student support for the LMS (Canvas) system

Entered and/or resolved incidents assigned to Tier II in the ticketing system

Resolve and remediated network outages or computer virus/malware infections as needed.

Provide written input to Tier I or other end users including procedures, "how-to" and troubleshooting guides, and training materials/procedures

Provided technical support for remote customers via telephone/online chat/email, using secure remote access

Worked with vendor representatives to identify and correct causes of hardware and software malfunctions and to perform enhancements

Responded to and resolved difficult inquiries and complaints

Provided emergency response to reduce downtime, correct errors, monitor vendor activity, diagnose system failures, and conducted off-hours scheduled and as needed maintenance

Local area network and file server support for a variety of public and private sector clients

Univar – Chemicals Distribution Company July 2017 – July 2019

IT Systems Engineer

Responsible for resolving complex desktop /network Issues for 250 end users in our Downers Grove Headquarters and Warrenville Rd. Office.

Troubleshooting network installation & configuration of all network infrastructure

Responsible for the racking and stacking of equipment within the Data Center

Created office spaces for the entire site.

Developed working relationships with remote facilities to improve response time

Improved all operational processes and processors for each site to run smoothly.

Generated data reports on metrics and ongoing project status.

Proficient time management skills

Managed customer expectations and resolved conflicts to support both the end user and the company

NBC Universal International Television Distribution November 2015 – February 2017

IT Desktop/Network Lead Engineer

Responsible for all IT Critical Facilities activities and projects in NBC.

Responsibilities included: installation, relocation, racking and stacking of equipment, removal of electronic equipment in a Windows 7 environment

Maintained all switches routers network data rooms and closets.

Established AV conference room setups along with software/hardware upgrades.

Installed iPhone and iPad with Air-watch setup.

Worked remotely from a NYC & NJ location to resolve software issues and upgrades

Installed Exchange HP Printers & connectivity issues

Ticketing system: Service Now

Deployment and administration of Windows OS & Mac (Casper installations), along with software and maintenance updates: Cisco anywhere VPN, McAfee Endpoint Encryption.

Lantro Engineering June 2015 – September 2015

IT Field Engineer lead

Performed Install-Move-Add-Change (“IMAC”) activities in each Data Center facility including but not limited to racking, cabling, relocation, decommissioning HP Blade Servers/switches servers switch router and handling of other data room.

Used Run, lace, label and test power, fiber optic and copper cabling for CenturyLink Data Center

Performed power cycle of server’s switches and configuring as well as cable/ fiber tracing, in cabinet power connections, network copper and fiber jumper installation.

Traveled from multiple sites to support client networking issues for Chase/Glodman Sachs

Performed on site Surveys of all network rooms

Installed and maintained copper and fiber infrastructure cabling, including new runs, deinstallation and retermination, and cleaning equipment for any fiber system

Installed and maintained Management of materials inventory for commonly used cables, jumpers, tools and equipment

DHL (TEKsystems) September 2014 – June 2015

Desktop Engineering

Managed customer expectations and resolved conflicts for end user and the company

Installed, diagnosed, repaired, maintained, and upgraded all hardware and equipment (including but not limited to PC, terminals, printers and scanners) to ensure optimal workstation performance

Diagnosed and resolved Windows applications and networking problems

Troubleshooting network connectivity in a LAN/WAN environment

Worked with vendor support contacts to resolve technical problems.

Ensured desktop computers interconnect seamlessly including associated validation systems, file servers, email servers, computer conferencing systems, and application servers.

Purchased hardware and software as well as maintained all telephone installs and replacements.

United Airlines (Corestaff Services) February 2014 – September 2014

IT Critical Network Infrastructure Engineer

Provided project management for installation of LANs and WANs.

Provided maintenance/support of network services, moves/adds/changes for enterprise network.

Responsible for all IT Critical Facilities activities and projects, and supported Layer 0 Sr. Engineer

Maintained all switches routers network data rooms and closets with upgrade of server software.

Involved in Cornerstone project/remediation of 59 LAN rooms while minimizing downtime

Installed Out-of-Band infrastructure and troubleshoot, configured and deployed in 59 LAN rooms

Installed IT critical infrastructure in LAN rooms across the country

Supported CD1 project by installing MFS servers and upgraded network equipment in airports.

Actively involved in providing support of CCTV installations in ORD TR LAN rooms.

Supported ISkyWest relocations to united terminal by providing IT critical infrastructure/ standards.

Played a key role in the ORD wireless remediation project for cashless cabin

Actively involved in network infrastructure changes in ORD and UAX locations

Developed and trained Scope of Work (SOW) best practices

Provided technical support to internal clients on product operation, installation, and configuration.

Implemented network standards, processes, and security

Completed troubleshooting for complex hardware and software issues.

Aided in relocation of UA and CO employees to WHQ and HDQ.

Experience in testing Single mode and Multi-mode fiber, proficient in Fluke DTX tester

ADDITIONAL EXPERIENCES:

IT Software Refresh Lead Analyst, Career Builder, LLC (Insight Global), 2013-2014; Data Center Engineer, Microsoft/Insight Global, 2013-2013; Junior Network Administrator, Norwegian American Hospital, 2010-2012; Application Lead Analyst, Performics (TEKsystems), 2008-2010; Support Desk Administrator, Healthcare Information Services, LLC, 2007-2008; Desktop Support Analyst II (Consultant), Deloitte & Touche LLP (Manpower), 2006 – 2007; Desktop Support Analyst II (Consultant), Mercy Hospital and Medical Center, 2004 – 2006; Hewitt & Associates 2005-2005, WVON Radio Station, 2004-2005, Desktop Support Level III, Intel Software Corp, 2003-2004, Desktop Support/LAN Administrator, RTA 2003-2003, Support Analyst III/LAN Administrator, ABN-AMRO, 1998-2003, Network Technician, Olsten I.T., 1997-1998; Level II Help Desk Support/Desk Top Support/Consultant, Computer Science Corporation, 1996-1997; Tier I Support, Arthur Anderson Consultant/LLP, Inc., 1994-1996; Tier I Support, Internal Revenue Service, Inc., 1992-1994

Education

Northeastern University, Chicago, IL May 1998 – August 1999

Completed 10 credits towards Bachelor of Science, Computer Science and Networking

Harold Washington College, Chicago, IL August 1994 – August 1997

Completed 20 credits towards Bachelor of Science, Criminal Justice

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