Desktop Support Manager

Professional Profile

Versatile, highly motivated, results-oriented individual possessing a proven record of achievement in, computer training, project/program management, customer relations, business administration, and operations management. Extensive experience in all network administration, E-Mail, Internet systems, and PC environments. Exceptional analytical, organizational, communication, and interpersonal skills. Demonstrated ability to work independently or as an integral part of a team to achieve objectives and goals.

Skills

Microsoft Windows

Microsoft Office

Microsoft O365

Microsoft M365

Microsoft Azure Information Protection

Microsoft SCCM

Active Directory

Patching and Remediation

Networking

TCP/IP

VPN (Cisco, Nortel and Sonic)

Hardware (Dell, HP, Lenovo)

Deployments

Subject Matter Expert

Training and Support

Management

Project Management

SLA Analytics

ITIL and ISO 9002

End User Support

SAP

Web Services

In House Software

HL7

Software install/uninstall

Remote Tools

RDP

Bomgar

Windows Remote

Migrations of Windows

Migration of Office

Java Support

Service Now

Remedy

USD

CA

Clarify

Heat

Other ticket systems

Mobile Devices

Android

IOS

Blackberry

Intune

Exchange online

Career Achievements

Helped open and closed a new call center in Glace Bay, Nova Scotia Canada

Wrote and Trained the Global Office 2003 Training Manual for ExxonMobil

Wrote and Trained the Level 2 Training manual for DXC/CSC

Wrote and Trained the North American Hockey League Off-Ice Officials Manual

Numerous employee recognition and performance awards

Summary of Experience

Management/Project/Training

Managed teams from 20-60 people

Migrations of Ticketing systems – USD, Remedy and Service Now

Analytics of Statistical Data

Posting, Interview, Hire and Training of all new positions

Ran several projects of software upgrades

Developed Knowledge Bases

Developed Policies for Security

Developed all Training Material

Worked on ISO 9001 and ITIL Fundamentals certifications for Call Center

Scheduling based on Historical Data

SLA Management, ensuring all SLA and KPI’s are met

Escalation point of all Issues with Customers

Customer Relations

Cultivated and maintained professional relationships with key personnel

Worked closely with end-users to analyze current software/hardware requirements

Presented programs/hardware to satisfy needs

Provided technical support and end-user documentation

Used diplomacy and tact in all situations to ensure customer satisfactions

Promote good will to ensure repeat/referral business

Monitored service quality

Involved in Daily contact with customers to troubleshoot to resolve problems

Successfully resolved questions and concerns

Volunteer Work

Director of Off-Ice Officials

8/1999 - Present

Lone Star Brahmas – North Richland Hills, TX

North American Hockey League – Handle all the Off-Ice scheduling for games, report to the league if any issues occur. Recruit and train new officials.

Professional Experience

Support Engineer

9/2019 – 11/2020

Microsoft – Irving, TX

Support of Microsoft Azure Information Protection Enterprise

Install and configuration of Azure Information Protection

Install and configuration of Unified Labeling

Support of Office 365 Unified Labeling

Install and configuration of Information Protection Scanner

Configuration of Sharepoint and One-Drive for AIP/Unified Labeling/MIP

Security of Azure information Protection

Support of Microsoft Information Protection

Double Key Encryption

Lockbox Support

Key Vault Support

Desktop Support Manager

6/2018 – 6/2019

GTS Technical Solutions – Dallas, TX

Managed a Team of Desktop, SCCM, Deployment Technicians, Up to 25 agents.

Backed up and ran Service Desk as Service Desk Manager.

Maintained SLA’s

Worked with Client on Projects

Created Knowledge Base Articles

Worked on getting ISO 9001 Documents

Service Desk Manager/Technical Lead/SME/Account Trainer

1/2010 – 5/2018

CSC/DXC – Plano, TX

MS Office, Office 365, SAP, USD, Remedy, Service Now, Active Directory, Windows Security, RORO Process, Internal Applications

Managed a team of up to 55-60 agents

Palm Pilots, Blackberry’s, Mobile Phones

Hardware (Desktop and Laptops)

Networking, VPN, VoIP

Emphasis on Customer Service

Batch File scripting – Java- PC Remediation

SCCM – Application Catalog – Remote Viewer – Phone Support

ITIL Fundamentals, SLA Management, Quality Control, Reporting

Account Trainer – Wrote and Trained all new employees

Technical Lead – handled all escalations and Problem Management

Project Management for Deployments

Level 2/3 Tech

6/2009 – 1/2010

Lockheed Martin – Fort Worth, TX

Problem/Resolution

Reimaging of Machines

Remediation of PC’s

Deskside Support

Remote Support

Emphasis on Customer Service.

Call Center Manager

3/2008 – 3/2009

Emergisoft – Arlington, TX

Managed staff of 10

Scheduling of Call Center based on Historical Data

Provided Support for Customer Software

Maintained Healthcare Laws

HL7, Interface, IS, and other services that were directly created for software

Implementation of Software

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