Desktop Support, Help Desk Coordinator

Stacy R. Wolff

Manalapan, New Jersey ***** • 732-***-****

*****.*.*****@*****.*** • www.linkedin.com/in/stacyrwolff

Information Technology Professional

Skilled IT professional with a successful history supporting large on and off-site user groups, resolving both hardware and software needs. Adept in assessing and troubleshooting user issues, providing them with the tools and knowledge to prevent future occurrences. Collaborative professional that works across business units and technical groups to create and update policies and manage disaster recovery plans. Seeking full time permanent position as Senior Desktop Support Technician or Support/Helpdesk Manager.

Technical Skills

Software: Microsoft Office – O365, Outlook, Word, Excel, PowerPoint, Project, Access, Skype for Business, One Note, Microsoft Windows (Version 7, Version 10), Service Now Incident/Request Management, Remedy V5.01, Jira Service Desk, Freshdesk Incident Mgmt, HP Asset Management, McAfee Endpoint Encryption, Factset, NetExchange, Bloomberg

Hardware: HP Desktop Workstations, Wyse Thin Client setups, Lenovo Laptops, HP Printers, Xerox Printers, Desktop Displays (Dell, NEC, and HP), Tandem Video Conference system

Experience

SBP Consulting – State of NJ - Department of Developmentally Disabled (DDD) June 2018 – Sept 2019

Technical Support Specialist – Supporting iRecord application for Department of Human Services

oApprox. 150 Statewide agencies supported remotely

Desktop Support for DDD at Trenton and remote office locations.

oPC’s, printers, all applications in use (MS Office, Adobe, etc.)

Credit Suisse, New York, NY / Princeton, NJ (1991–2018)

Senior Desktop Support Specialist (2009 - 2018)

Support approximately 150 on-site business and IT specialists as well as an additional 500 remote users, troubleshooting and resolving technical issues.

Provide onsite support for upgrades and other system-wide support and maintenance needs.

Resolve user issues with company hardware and software including desktops, virtual desktops laptops, printers, and display devices

Hardware lifecycle maintenance and software upgrades.

Conduct Disaster Recovery testing and support.

Collaborate with globally located support groups.

ServiceNow Subject Matter Expert

oOrganized America support teams service now queues and functionality.

oOwned and managed 31 separate queues for Americas team (this was later reduced to 3)

oDeveloped teams ServiceNow daily, weekly and monthly reporting structure.

oCreated and maintained templates for teams use in creating incidents and requests.

oWorked with project teams to perform upgrade testing for new releases of Service Now.

oTrained teams and new users in all functionality of Service now.

oCreated customized procedures and documentation for all Service now functionality.

Global Command Center Operations (1991 – 2009)

Application Programmer/Support Specialist for IBIS Banking system

Consolidated European Command Center to Princeton NJ

Led implementation of Remedy Incident and Problem Management for Americas Support team.

Managed Tools Administration group consisting of 7 technicians in a Center of Excellence in Singapore. Supported Remedy and other in-house applications (Vista, Qualtrax, etc.)

Education & Certifications

Bachelor of Science, Medical Computer Science, Hunter College

Information Technology Infrastructure Library (ITIL), Foundation Certificate in IT Service Management

Contact this candidate