Service Desk Professional

Joseph Rodriguez

Teaneck, New Jersey

Experienced, customer service oriented Service Desk Manager with strong leadership and teamwork attributes. Over eighteen years of experience in providing business to client support, managing staff supporting Non-profit, Private Sector, University and Law Firm environments and providing Levels I and II support. Professional and flexible with excellent communication and interpersonal skills.

HIGHLIGHTS

Incident Management: Track-it, Giva, SpiceWorks, AutoTask, ServicePRO, ServiceNow, FreshService.

Software: Windows 7/8/10,, Microsoft Office 2016, Office 365, Azure, Intune, Active Directory, Symantec Endpoint Protection, Box, Dell Kace K1000, Bomgar, GoToAssist, Citrix Receiver, Mimecast, Barracuda Firewall, SSL VPN, GoToMeeting, OpenVoice, ShareFile.

Hardware: Troubleshooting related to Operating System issues, Network Connectivity, TCP/IP configuration, upgrades, MS Office products, Internet connectivity and hardware peripherals.

Managed staff through two OS migrations – Windows XP to Windows 7 and Windows 7 to Windows 10.

EXPERIENCE

Metropolitan Commercial Bank (New York, NY)

Helpdesk Manager October, 2019 to July, 2020

Supervised Helpdesk team.

Fielded, recorded and responded to all service requests, assigning as needed.

Provided hands-on help desk support for trouble shooting user hardware and software issues.

Assisted with maintaining Active Directory - adding, disabling and deleting users as appropriate.

Tracked and maintained inventory. Contacted software and hardware vendors to request service regarding defective products.

Maintained knowledge base for technical team and users.

Metropolitan Transportation Authority (New York, NY)

Service Desk Supervisor November, 2018 to October, 2019

Supervised a staff of 38 Service Desk Analysts.

Established all daily work schedules and monitored the orderly work flow of all staff.

Monitored subordinate training, education and performance of Service Desk technical staff.

Managed IT service requests and followed up with IT managers on status to ensure clients are being provided timely service.

Responsible for monitoring operational systems for service interruptions and coordinated problem resolution with the appropriate resolver groups.

Supervised and followed up on problem assignments/resolutions to ensure adherence to Service Level Agreements (SLA).

Provided problem resolution assistance, direction, support, and training to Service Desk Technicians as required in the performance of duties.

Montclair State University (Montclair, New Jersey)

Support Desk Supervisor (Contract) February, 2018 to July, 2018

Supervised a team of 30 to 50 students to support 20,000 faculty, students and staff.

Institute of International Education (New York, NY)

Help Desk Manager December, 2014 to February, 2018

Managed a staff of seven (five in New York, two in Washington DC) supporting approximately 800 customers worldwide.

Regularly provide metrics to measure staff performance and gauge customer needs.

Provide hands-on desktop support and troubleshooting including hardware issues, Active Directory, Office 365 account administration, network connectivity (network printers, shared folders and files), and remote connectivity using VPN.

Monitor Help Desk and Service Level Objective (SLO) Performances and produce related reports

The Nathan Kline Institute for Psychiatric Research (Orangeburg, NY)

Help Desk Manager (Contract) November, 2013 to April, 2014

Provided hands-on desktop support. Managed over 400 user accounts, including new network account creation and removal of aged accounts.

Warren Systems Group (New York, NY)

Manager, Client Services 2010 to 2013

Managed and coordinated a staff of four Help Desk and Field Technicians that provided technical support to over 20 financial institutions.

Coordinated all onsite technical support visits.

Provided daily and weekly reports on client server health and backup utilities.

Created and maintained knowledge base for the Help Desk.

Provided hands-on remote support.

Yeshiva University (New York, NY)

Help Desk Supervisor 2005 to 2010

Schulte Roth & Zabel, LLP (New York, NY)

Help Desk Supervisor 2002 to 2005

Katten Muchin Rosenman, LLP (New York, NY)

Help Desk Supervisor 2001 to 2002

EDUCATION

Bachelor of Arts, State University College at Buffalo (Buffalo, NY)

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