Desktop Support Manager

EXPERIENCE

Laurel Consulting Group IT Desktop/Project Manager,

Health Resources and Services Administration March 2019 – July 2020

**** ******* ****, *********, ** 20856 40 Hours/Week

Serves as a managed service provider for Desktop Support and Project Manager servicing IT systems, hardware, site, and software projects, that include system development, site builds, moves, infrastructure hardware refresh, major software upgrades, and application development. Provides day to day leadership, management and coordination of all project activities and resources. Uses program, project and ITSM framework to implement all project activities pertaining to guidance, planning, milestones, task management, risk & issue analysis and mitigation. Develops correspondence and status reports for projects, reviews and validates contractor deliverables, and communicates technical and non-technical information to individuals and groups.

Created, documented, and updated processes to resolve issues and improve processes

Provided guidance and oversight of staff and reporting on SLAs and other analytics to management

Prioritized daily activities of the team and QC work on critical and high priority

Managed the help desk staff and activities associated with the identification, prioritization, and resolution of reported problems using ITIL best practices

Managed LanDesk deployment of key software updates for all HRSA computers

Performed role as project manager for small to medium projects around desktop infrastructure (i.e., technology upgrades, new hardware and software deployments)

Assign technicians to various operations and direct their activities related to help desk tickets

State of Maryland Computer Network Services Manager

Department of Human Services March 2015 – January 2019

311 West Saratoga, Baltimore, MD 21201 40 Hours/ Week

Provided senior-level operational, project, and strategic leadership to oversee and manage a large staff of professional, technical, administrative, contractor personnel and vendors in a project-oriented, operational, team-based, information technology environment. Also provided day to day leadership, management and coordination of all project activities pertaining to guidance, planning, performance, milestones, resource allocation, task management, risk & issue management, reporting, communication, stakeholder management, and deliverables.

Led integrated operations for mission-critical, enterprise-wide IT infrastructure, services and initiatives

Delivered innovative technology solutions and services to meet customer needs

Established organizational vision and implemented it in a continuously changing environment

Brought about strategic change, internally and externally to meet organizational goals

Led people to meet the organizational vision, mission, and goals

Met and exceeded customer expectations

Made decisions that produced results by applying technical knowledge, problem analysis and calculating risks

Managed human, financial, and information resources strategically

Built coalitions internally and externally to achieve common goals

Humana Helpdesk Specialist Lead Knoxville, TN March 2014 – March 2015 40 Hours/ Week

Administered effective frontline line desk assistance to customers where inquiries are beyond the knowledge of the help desk team members. Implemented a central problem management route for information management users to handle queries and complaints. Developed several strategies to tackle issues to have a backup plan where a particular strategy might not be effective.

Administered the Windows desktop management infrastructure

Researched, evaluate, and analyze end-user operations and support processes

Refined, developed and implemented Standard Operating Procedures (SOPs)

Served as administrator for Help Desk application, developing new templates as required

Communicated with technical application owners regarding projects;

Managed implementation of new projects and procedures

Proactively updated status on reports for senior management; Attended meetings to communicate action plans and statuses.

Tennova Healthcare Patient Access Supervisor

Knoxville, TN March 2013 – March 2014 40 Hours/Week

Responsible for coordination and supervision of the Registration, Emergency Department Coordinator and scheduling staff across multiple areas. Required a detailed knowledge base in registration, emergency department and scheduling protocols and billing practices, as well as an understanding of how these areas impact the flow of work throughout the departments and organization. Developing and enforcing policies and procedures, monitoring the accuracy of registration and scheduling data entered by associates, ensuring that proper patient experience protocols are followed, monitoring in basket pools, and clearing issues in various registration and billing work queues, and managing the overall training and coordination of work for the department.

Developed, implemented and managed the efficiency and effectiveness of the Patient Access Departments.

Provided leadership and mentoring to individuals reporting directly to this position.

Demonstrated ability to measure individual employee performance against criteria-based performance standards and uses evaluations as management tools and opportunities for coaching and developing staff.

Continually sought ways and means for improving the delivery and support of Patient Access activities and programs.

Provided input into strategic plans, goals, objectives and budgets for Patient Access Department.

Provided input into Job Descriptions for Patient Access positions.

Performed on-site operational reviews of various Patient Access processes and published recommended action plans/proposals in consultation with the Patient Access Manager.

Johns Hopkins Hospital Desktop Support Specialist Lead

1800 Orleans Street March 2010 – March 2013 40 Hours/Week

Manages team that provides technical assistance to computer system and network users or other technical products and services. Implements policies and procedures regarding how problems are identified, received, documented, distributed, and corrected. Ensures maximum issue resolution in minimum time to meet Service Level Agreements. Establishes objectives and directs staff activities to improve technical support practices in the areas of quality, knowledge centered support and resolution timeframes

Provided technical support to members of Campus Safety and Security in the specification, procurement, installation and maintenance of computers and peripheral hardware.

Delivered, moved, and physically installed all computing devices and related software including peripherals, operating systems, standard software and vendor software by following documented standards and procedures to provide equipment and service to the customers.

Provided first and second tier troubleshooting of O/S and program problems.

Installed network hardware, software, cabling and cameras in the Remington building.

Administered and maintains the physical security network for the Homewood campus. Keep track of network locations.

EDUCATION

Bachelor’s Degree — CyberSecurity & Information Assurance, Western Governor’s University, 2021

Associate’s Degree – Information Technology, Fortis College, 2014

CERTIFICATIONS

A+ Certification - 08/2023

CIW Web Associate – 10/2021

Net+ Certification – 08/2023

Sec+ Certification – 07/2023

QUALIFICATIONS

• Work Order Management • SharePoint • ITIL • Business Analytics • IT Project Management • Open Text • Documents Management • Quality and Cost Control • Maximo • Customer Relations • MS Project Server • Process Improvement • Knowledge in information technology, computer programming, computer security, computer systems analysis, database management, information systems, Internet applications and development, software development, and related fields

PROJECTS

Enterprise Desktop Deployment & User Migrations (Win7 to Win 10 Migration) • System Migration • Platform Standardization • Application Transition/Porting • Mobile Field Computing • Infrastructure Replacement & Integration • Hardware & Software Asset Management • Project & Procedure Portfolio • Technical Equipment Refresh

SOFTWARE

Microsoft O365, Azure Cloud Services, MS Teams, Microsoft Visio, Microsoft Project, Microsoft OneNote, Jira, Adobe Acrobat Suite, LANDesk Management Suite, IBM BigFix, Active Directory and Active Roles. Symantec Endpoint Protection, McAfee, Nessus and Tenable Security Center, and ServiceNow, Novell Zenworks, Zendesk, EPIC, Cerner, EMR, Allscripts, BMC Remedy, Avaya, SolarWinds, ServiceNow, Salesforce, Slack

REFERENCES

Available upon request

Contact this candidate