Desktop Support Manager
Resume:
Page *
Gregory Pretre
*** *. ******* ********** #***, Palm Springs, CA 92262
Phone: 336-***-**** E-Mail: ****.******@*****.***
https://www.linkedin.com/in/greg-pretre-06334887/
IT Support Manager / Senior Desktop Support Engineer A knowledgeable, business-savvy IT professional with an analytical bent of mind and significant experience across networks, telecommunications, and electronics systems. A self starter with extensive expertise across Project Management, Process Improvement, Desktop Support, Network Systems, Troubleshooting, Repair, Maintenance, and Upgrades. Vast training in Telecommunications, Technical Support, Customer Service, Infrastructure Services, Commodity & Production Support, Resource Management, and Inventory Management. A detail- and result-oriented professional, seeks to utilize knowledge in network systems, installation, and configuration to accelerate business growth.
~ Helmed the largest Prometric Testing Center in the United States in the late 90s for Vanstar and Technical Insights ~ Successfully designed and implemented a 140 node, nine-server WAN, utilizing Windows NT, Exchange and Cheyenne tape backup software ~ Led multiple software upgrades for over 900 machines per project, focusing primarily on customer convenience ~ Skill Areas: Strong attention to detail Project Management Process Improvement Desktop Support Ticket intake, creation & allocation Coaching & Mentoring Network Systems Installation & Configuration Troubleshooting Repair, Maintenance & Upgrades Telecommunications Technical Support Customer Service
Infrastructure Services Commodity & Production Support Resource Management Inventory Management Problem Solving Leadership Strong Interpersonal Skills Analytical Skills Team Management Communication
IT Operations
PROFESSIONAL EXPERIENCE
TEKSYSTEMS, LOS ANGELES, CA (October 2020 to present) Support Lead / Team Lead / Supervisor / Technician (Contract employee for Snap, inc.) Part of Allegis Group, the global leader in talent solutions and a network of specialized companies.
Responsible for monitoring incoming tickets in the Global queue, instant messaging channel and email to ensure we meet our targeted SLA’s. Delegating work to team members and IS groups beyond the Tier 1 / 2 support groups for investigation and resolution. As a believer in teamwork, I often help my team with any sort of ticket issues.
Oversee the continuity of coverage and immediate response for Snap employees and contract workers through proactive scheduling, employee training, and coaching.
Working with management to ensure success of team members through OKRI’s and tasks to foster positive solutions and change.
Working with the Quality Analyst to develop a Quality Experience Program in order to assist with the development of team members and identify opportunities for growth.
Besides routinely helming daily stand-up staff briefings, I conduct weekly sync meetings with the staff to apprise them of project updates, ticket stats, personal goals and initiatives.
I work side by side with the team as a fellow technician for timely resolution to tickets, managing the workload of team members and addressing any ticket issues, I also coach team members on proper ticket handling and SLA issues and new or updated processes. I answer customer calls and work tickets, assist with addressing customers’ immediate requests or issues; escalating or resolving if needed. I coordinate with cross-functional team managers to ensure proper documentation is included in tickets, to expedite the resolution process.
I remotely assist customers exclusively during the pandemic outbreak, ensuring continuity of coverage and that the customer and employee needs are met. Utilizing remote conferencing platforms such as Teams, Zoom, Google Meets and WebEx to ensure that customer needs are met in timely manner. Gregory Pretre
Phone: 336-***-**** E-Mail: ****.******@*****.***
https://www.linkedin.com/in/greg-pretre-06334887/
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I assist the Logistics and Purchasing teams in to maintain inventory and complete lifecycle upgrades, issue hardware replacements for break/fix and loaner machines as well as obtain licenses for various applications and peripherals for remote workers as well as on site employees.
I work with the multiple Team Leads for creation, modification and amendments to knowledgebase articles as well as SOP’s to ensure accuracy.
Acted as the manager for the team when the Service Delivery Manager position was vacated. ATTAIN, LLC - MORRISVILLE, NC (June 2017 to October 2020) Team Lead / Supervisor / Technician
Attain LLC is a leading management, technology, and strategy consulting firm.
I was responsible for monitoring ticket queue, answering phone calls, generating tickets from phone, email and instant messaging requests, delegating work to team members and IS groups beyond the Desktop Support Group for investigation and resolution. A firm believer in team spirit, I eagerly help my team with any sort of ticket issues.
Overseeing the continuity of coverage and immediate response for NIEHS users through proactive scheduling, employee training, coaching and revision to excellence.
Besides routinely helming weekly meetings with the staff, I conducted meetings with VPs of various departments and labs for NIH to apprise them of weekly project updates and ticket stats.
I utilized my advanced knowledge in IT systems to discover, compile, and analyze over 500 lab machines, equipment and PCs. Following in-depth evaluations, I determine the need for upgrades or replacement per government guidelines.
I worked side by side with the team as a fellow technician for timely resolution to tickets, managing the workload of team members and addressing any ticket issues, I conduct weekly performance review meetings with them. I also coach team members on proper ticket handling and SLA issues and new or updated processes. I answer customer calls and work tickets, assist with addressing customers’ immediate requests or issues; escalating or resolving the same with the management, if need be. I coordinate with cross-functional team managers to ensure proper documentation is included in tickets, to expedite the resolution process.
A seasoned mentor and coach, I conducted weekly reviews with individual employees on their stats and coach them to be more productive or address issues/trends that need improvement, if required.
I remotely assisted customers exclusively during the pandemic outbreak, ensuring continuity of coverage and that the customer and employee needs are met.
I worked with customers and team members on remote conferencing platforms such as Teams, Zoom and WebEx.
I utilize technology such as Android and iPhones in order to maintain communications and collaborations within the team and with customers.
I assisted with installing, troubleshooting and maintaining printers in the environment.
I maintained inventory and completed lifecycle upgrades, configured, setup and installed new hire hardware. I also ensured that they were properly setup in Active Directory and able to login successfully both locally and via remotely through VPN.
I worked with the team and management to create and modify knowledgebase articles to ensure accuracy.
I have led the Infrastructure Services/ Commodity and Production Support/ Personnel Management.
Besides helming over 1.2 million of inventory for two campuses, I have designed, managed, and implemented the process for NIEHS Summer Student hardware deployment for 2018.
Communicated cooperatively with COR and warehouse personnel to effectively locate and track both incoming and in-transition assets for loss prevention.
I have been instrumenting in facilitating greater managerial involvement and direction, for which the teams have received laurels and accolades.
Gregory Pretre
Phone: 336-***-**** E-Mail: ****.******@*****.***
https://www.linkedin.com/in/greg-pretre-06334887/
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BLUE CROSS BLUE SHIELD OF NC - DURHAM, NC (June 2001 – June 2017) Team Lead / Project Manager / Supervisor / Technician Blue Cross Blue Shield Association is a federation of 36 separate United States health insurance companies that provide health insurance in the United States to more than 106 million people.
As the Team Lead, I was responsible for supervising a team of 20 technicians. My efforts at this organization got me swiftly promoted through the ranks, from Desktop Engineer to Technical Lead to Project Manager and Team Lead. Successfully led a team with technicians in multiple locations across the United States and Canada.
Worked side by side with the team resolving tickets, managing the workload of team members and addressing ticket issues, I conducted weekly performance review meetings with them. I also coached team members on proper ticket handling and SLA issues and new or updated processes.
I consistently enforced the company policies per HR direction.
Conducted weekly staff meetings with the VP of Operations with project and ticket updates, and prepared and delivered SLA reports for the management. I also worked with other groups to gain knowledge and research issues to provide resolution to problems and communicated to the teams.
I worked with the team and management to create and modify knowledge base articles and ensure accuracy.
Empathetically answered calls from customers, and worked on tickets, besides assisting with immediate requests, issues and escalated.
Coordinated with Service Desk managers to ensure proper documentation was maintained for tickets, to facilitate timely resolutions for the customers.
In one of my accomplishments, I managed a project to upgrade 4000 systems from Windows XP to Windows 7.
Ensuring minimal downtime in transferring customer data and programs, I managed to replace 250 hard drives.
I led multiple software upgrades for over 900 machines per project, ensuring that customers were able to utilize software within no time.
Ensured a minimum of five ticket closures per day, per company standards and met SLA requirements.
I installed, remotely investigated and solved problems using SMS, ITCM and Tivoli Management Tool.
I imparted technical expertise to customers on how to use their laptops, connect to the network and connect using VPN and Citrix.
I was involved in troubleshooting connectivity issues using VPN and Citrix software on both laptops and desktop computers.
I meticulously maintained and reset passwords on Windows, AS400, Citrix, VPN and Peregrine systems.
I trained the Service Desk, updating them with information on new applications.
I worked with vendors and contractors to resolve issues with proprietary software and operating systems. TEKSYSTEMS - GREENSBORO, NC (AUG 2000 TO JUNE 2001) Computer Consultant
I was in a contract with IBM to assist the Desktop Support team for Lucent Technologies, Avaya and Agere in Greensboro, NC.
As a part of my role, I offered technical support to 450 PC users. I was involved in troubleshooting and installing of printers, as well as Lucent developed applications, desktop computers and laptops, Windows 95, 98, and 2000, SAP, Oracle and Microsoft Office 97 and Microsoft Office 2000.
I successfully shifted 350 systems from a Token Ring LAN to Ethernet at the American Express in Greensboro.
Installed ISA, PCI and PCMCIA Ethernet cards, configured and did adequate troubleshooting to meet business requirements.
Gregory Pretre
Phone: 336-***-**** E-Mail: ****.******@*****.***
https://www.linkedin.com/in/greg-pretre-06334887/
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REPLACEMENTS, LTD. - GREENSBORO, NC (FEB 1999 TO JUNE 2000) PC / Telecommunications Analyst
Replacements, Ltd. is one of the world's largest retailer of china, crystal and silverware.
In this role, I installed, monitored, upgraded, and configured hardware, software, and applications to support various business and production needs. I trained users and supported the helpdesk staff regarding the use of computers and software.
I effectively created and tested custom RJ11, RJ13 and RJ45 patch cords for the data and telecommunication network. I terminated and tested new data jacks for connections from patch panels to the hubs, routers and switches.
I administered users on CMS, Audix and CenterVu systems, and managed users on Microsoft NT, Exchange and Fax servers.
VANSTAR AND TECHNICAL INSIGHTS INC. - LEESBURG, VA (MAY 1996 TO 1998) Director East Coast Operations and Instruction Coordinator / Instructional Coordinator / Manager Vanstar and Technical Insights Inc. have over 1000 employees; it worked in a contract for Microsoft to certify 500 MCSEs by the end of 1998.
As the Director East Coast Operations and Instruction Coordinator, I hired instructors on a contractual basis, scheduled all courses, and maintained all networks and servers. I was also responsible for monitoring instructor performance and offering reviews. I also meticulously kept a record of instructor resumes and evaluations, terminations and hiring per company guidelines.
I attended and completed the Friesen Kaye Training to become a Microsoft Certified Trainer.
Besides coordinating Vanstar Hall classrooms and contracted instructors, I managed portable classroom requests from customers.
I effectively maintained a student database, including student profiles, email addresses, successes, goals, trending courses, and areas of development.
Managed student roster and curriculum as well as coached employees on their training track to make sure they were successful in obtaining their certifications.
I worked alongside the Xerox Document University management to make swift changes in adding or removing employees from the roster weekly. I ensured that they had a steady supply of food and training materials.
I developed and implemented a 140 node, nine server WAN, utilizing Windows NT, Exchange and Cheyenne tape backup software.
I designed and implemented the largest Prometric-testing centre in the United States at the time.
Designed a strategy for configuring Windows NT Workstation, Server, TCP/IP, Exchange and Windows 95, and implemented and upgraded rollout to NT 4.0 from NT 3.51.
Maintained all networking peripherals, reported, and ensured repairs. I also productively executed a disaster recovery plan for the network.
Implemented an effective strategy for eight portable classrooms of 65 portable classroom laptops, ensured that they were adequately networked and configured before shipping to the customer site.
I led courseware development for Computer Associates Unicenter TNG and ensured standardization of content.
I maintained all networking peripherals and personal computers and repaired personal computers and laptops as necessary.
I was responsible for completing the monthly inventory of all computers and peripherals. I managed network performance and provided solutions as necessary, and administered Microsoft Windows NT Server 4.0 on a 60 node LAN.
Gregory Pretre
Phone: 336-***-**** E-Mail: ****.******@*****.***
https://www.linkedin.com/in/greg-pretre-06334887/
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PROFESSIONAL DEVELOPMENT & CREDENTIALS
Microsoft Certified Trainer and Professional
Microsoft NT Server
Government clearance through 2022
Microsoft NT Workstation
Microsoft Networking Essentials (A+ Certification equivalent) Accomplishments and Training
Friesen Kaye and Associates, Instructional Techniques Workshop HP Star (NetServer Program)
ITIL Foundations
Operations Concepts
Windows Fundamentals
Help Desk 2000
Windows XP Professional
Managing People
Technical Skills:
Windows 7, Windows 10, Windows Server 2000, Networking Essentials+, Android OS, Apple IOS, Blackberry, Active Directory, Service Now, Jira, Remedy, Confluence, Workday, Tivoli, Triole for Service, Perigrine Service Center, SCCM, SMS, ITCM, DOS, Ghost, Microsoft Office Suite 365, Microsoft Office Suite 2016, WordPerfect 5.0, 5.1 and 6.0, Gmail, Google Docs, Teams, Webex, Zoom
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