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Manager Desktop Support

Basehor, KS
September 29, 2020

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Thomas Park,

***** * ****** ***** *******, KS ***07 Cell: 913-***-****

IT Professional

Information Technology professional with 30 years’ experience building excellent customer service by utilizing team building relationships

15+ years of management experience

Managed off-shore as well as remote

Ability to motivate fellow team members

Multi-tasking ability

Lead by example

Loyal and trustworthy

Awarded for exceptional customer service

Experience Managing:

Data Centers, Command Centers, Helpdesk and Information Technology Departments

Professional Experience


Expert Systems Engineer Data Protection and Disaster Recovery

April 2019 April 2020

Achieved standardize backup policies across enterprise data protection using multiple solutions for all like servers types, web, database, application servers, etc. to successfully configure using the same backup models. This reporting structure standardized enterprise backup jobs reported the same like items decreasing backup storage by 15% and backup time by 25%.

Created a process for posting backup jobs to sharepoint for archival

This enabled statistical reports to be derived from backup job log for all products

Secondary point of contact for Disaster Recovery

Full participant in table top and full Disaster Recovery testing


Command Center Manager

November 2015 April 2019

Managed India off shore server monitoring team and 24x7 Database team

Manager of the KC Data Center and Level 2 support 5x10 6-member team

First line of support for hospitals and physicians offices

Created process for the Command Center to execute corrections for server issues related to the alert. If no resolution, documented process for opening a Major Incident.

Responsible for 24x7 SCOM monitoring of over 6000 plus servers

Achieved 15% increase of server up time by resolving server alerts from SCCM.

Proved out SCCM monthly security patching for servers

Validate/Approved process for emergency and configurations as needed

Triage Service Now tickets to route to the proper queues

Improved processes to meet ITIL and HIPPA requirements

Member of the Change Authorization Board (CAB)

Conducted evaluations and reviews of technicians

IT Manager


October 2013 September 2015

Created all process and procedures for IT

Installed and configured Track-It utilizing web based ticket system to improve customer service by 45%

Hands on administrator for infrastructure, servers, 2 AD Domains utilizing VLANS’

Hiring and firing manager for IT Help Desk staff of 9 supporting 400 plus users

10% cost savings on standardization of IT related hardware

Responsible IT related invoices and budget

Improved server up times 25% through implementation of VM solution and SAN technology

Responsible for 3rd party vendor contracts and support

Conducted evaluations and reviews of technicians

Sr. Supervisor of IT, ATK Lake City Army Ammunition Plant

January 2012 July 2013

Decreased wait time by 25% for new PC/Laptop deployment

Responsible for Infrastructure, servers, communications and IT staff for 1500 + users

Initiated 1 on 1 meeting with staff to help resolve issues and educate

Biweekly team meetings to create team cohesiveness

Decrease desktop support ticket SLA by 70%

Implemented global migration from Track-It to Enterprise Service Desk

Conducted evaluations and reviews of technicians

Data Center Operations Manager

Quality Tech Services

October 09 December 2011

Successfully worked with clients on installation of circuits, rack or cage equipment in Data Centers

Built strong relationships with customers

Managed day to day operations for 3 separate Data Centers

Scheduled DCO technicians for a 24x7 operation

Conducted evaluations and reviews of technicians

Brought building and data center up to meet SAS 70 type II and ITIL audit requirements

Documentation of site and customer equipment using Microsoft Visio

Responsible for building access and security

AOS sold the NOC to Quality Tech Services

Key player in the transition from AOS to Quality Tech Services to maintain uninterrupted service for clients

Network Operations Center (NOC) Manager

AOS Alexander Open Systems

February 09 NOC sold to Quality Tech Services

Supervised eight employees and successfully built a strong team resulting in increased customer service resulting in 100% customer SLA’s

Managed 24x7x365 Network Operations Center, remotely monitoring of customers servers and networks for Health and Security.

Achieved ISO 20001 and 27000 Certifications of NOC

Maintained customer security compliancy for PCI, HIPPI, and SAS70

Improved customers servers up time by 15%

Implemented complete Disaster Recover procedure to maintain 24x7 support

Conducted evaluations and reviews of technicians

IT Operations Manager

Husqvarna Construction Products

December 2002 January 2009

Promoted to IT Operations Manager in 2006

Managed day to day activity of all IT Operations personnel

Hands on administrator of enterprise servers and Domains

Negotiated contracts with outside vendors

Conducted evaluations and reviews for Operations staff

100% improvement for entire North America and Canadian sites by deployment Cisco VOIP telephony

Maintained all IT related license to keep 100% compliancy

Created and fully tested a complete Disaster Recovery plan for AS400 and Windows environment

Manage help desk staff along with AS 400 scheduling

Responsible for problem resolution for the entire Operation Team

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