Desktop Support Manager
Resume:
Mitchell E. Kashdan
Saugus, MA 01906
*********@***.***
PROFESSIONAL SUMMARY An IT and Customer Support Manager with extensive experience in the development and analysis of SLAs and Metrics for departmental performance and in the implementation of processes necessary to track and evaluate actual services provided. Demonstrated success in the ability to provide world class customer service by identifying client support needs and providing practical and responsive solutions. Strong focus on customer support with proven track record at process improvements and effective project management. Excellent communication, team building, training and mentoring skills. Exceptional interpersonal skills with the ability to motivate and direct staff members
TECHNICAL BACKGROUND: AD Administration, MS Windows, MS Office, VPN, Laptops/Desktops/Printers, Avaya/Cisco VOIP ACD, Avaya and CMS Supervisor program, Service Now, Cherwell, Peregrine HP Footprints, Track-It Call Tracking Systems, Chrome Devices, IOS Devices, and Video Conferencing. ITIL v3 Foundations Certified
EXPERIENCE
Office of the Secretary - Commonwealth of Massachusetts Boston, MA 2019-Present
Help Desk Manager
Manage group of 5 Help Desk Analysts supporting the city and town clerk offices, the Registry of Deeds Offices, and the Secretary's corporate office employees. Includes hardware and software support. Work on project to migrate from Kace 1000 ticketing system to Cherwell ITSM service management system.
North Shore Medical Center Salem, MA 2018-2019
Support Manager (Contract)
Fill in for Manager on leave. Ensuring tickets are being worked and resolved timely and correctly.
Monitoring service level metrics and KPIs. Working directly with customers as needed. Handling administrative duties such as time cards and payroll.
Goodwin Procter LLP Boston, MA 2016-2018
Manager, Desktop and Office Operations
Provided strong leadership, technical guidance and overall management of assigned team. Ongoing evaluation and refinement of business processes to ensure accurate and timely support and problem resolution. Continually evaluate the Help Desk & Desktop Support team's performance, needs of the offices and manage resources/scheduling effectively to continue to adapt to firm growth. Acted as the liaison between User Support, operations and infrastructure, ensuring efficient ticket escalation, enhancing/creating useful tools to share knowledge and improve processes.
Maintained relationships with internal and external business partners, including high priority users. Manage the employee life cycle as it relates to desktop operations including setup process for computer provisioning, telephone setups. Designed, implemented and continuously improved IT asset management procedures
Administered the IT Departments Service Delivery Program. Responsible for the tactical execution of major customer satisfaction management (CSM) efforts within IT. Continuous review and refinement of the key performance indicators (KPI's) and critical success factors (CSF's) that the User Support and Desktop Support teams must adhere to.
Cengage Learning Boston, MA 2014-2016
Manager. Desktop Support
Provided exceptional leadership to the Desktop Support team with a high sense of urgency and passion for delivering world-class customer service to users and business leaders. Provide high quality support to internal users including executive-level customers, and planning, coordinating and supervising the activities of the local desktop support staff. Demonstrate outstanding customer service skills and be a “working” manager to directly resolve customer technology problems as well as supervisory responsibilities. Set work priorities, conducts personnel reviews, and assures timely response on tickets and system recoveries. Interfaced with other Support, Systems and Network Managers to assure quality technical support to users and interact with user groups to determine their technology support needs to resolve those technical issues.
Boston Medical Center Boston, MA 2013-2014
Service Desk Manager (Contract)
Provided supervision and team leadership to 17 Help Desk Analysts including training and mentoring. High degree of customer service, technical expertise, and timeliness. Frequent interactions with customers - effective in interpersonal communications and problem-solving using patience and problem management
Clean Harbors Environmental Services Norwell, MA 2006 -2013
Manager, Technology Support
Managed team of Help Desk Technicians in support of over 12,000 internal customers and vendors around North America. Supported included MS Outlook and Exchange, Windows, and Active Directory administration.
Provided support for all Clean Harbors Employees on multiple web-based applications used in
different Clean Harbors functions.
Discus Dental Software Boston, MA 2004-2006
Manager of Customer Support and Implementation
Managed team that provided software and hardware support services for dental practice offices Manage a staff, including staffing, scheduling, training and mentoring. Increased customer satisfaction through design and modification of metrics people, processes and technologies. Included new procedures, guidelines and escalation procedures
TJX Co, Inc. Framingham, MA 2002-2004
Corporate Support Help Desk Manager
Provided IT support services for a client base of 5000 end users and managed the daily activities of a staff of 10 Help Desk Analysts including staffing, scheduling, training and mentoring.
Management and continuous improvement of problem processes and systems; desktop hardware, software, and infrastructure support; asset management. Results included a reduction in abandonment rate from 16% to 3.5% and increased first call resolution rate from 60% to 85%, Ensured a live voice to answer calls to help desk 95% of the time within 60 seconds and - Reduced resolution time for escalated calls by almost 50%
EDUCATION
MBA, Finance/Marketing
Boston University, Boston, MA
B.S., Accounting
New York Institute of Technology, Old Westbury, N.Y.
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