Media Consultant Active Directory
Resume:
Philip J. Monto
*******@*******.***
Expertise:
Service Desk Management
End User Support \ Technical Support
Leadership \ Management
Help Desk \ Desktop Support
End User Training \ Documentation \ Presentation
User Guide \ Newsletter Creation
Knowledge Article Creation
System Implementation, Maintenance & Support
Skills:
Windows 7, Windows 10 & VMware \ VDI
Microsoft Office 2016 & O365
Remedy, Service Now, Service Manager & Ivanti Heat
Citrix Metaframe XPe FR2 & FR3
Active Directory Services & AD Manager
Professional Experience:
Global Data Consultants (Legal & General America – Contract) – Frederick, MD
Service Desk Team Lead – (01/06/2020 – 6/30/2021)
Ensured proper incident escalation and hand off procedures were followed, and first call resolution targets were achieved
Audited Incidents & Service Requests to ensure proper categorization of incidents & completion of notes and summaries
Analyzed the team’s performance metrics to identify knowledge or process gaps & targeted areas for improvement
Ensured workloads were re-distributed when absences occurred: Incidents & Service Requests were re-assigned, pre-scheduled appointments were noted on the team calendar and staffing was at appropriate levels on the Service Desk and Desktop Support Teams
Managed, trained and developed the IT Service Desk & Desktop Support Teams
Ensured admin tools, admin URLs, and SOPs are available at all times for Service Desk Technicians
Conducted interviews and made decisions on new hires including consultants and permanent personnel
Created work \ lunch schedules & validated work hours
Created & implemented process improvements for Service Desk operations
Created Knowledge Base Articles for the Service Desk & Desktop Support Teams
Established processes to provide consistently high levels of customer service in a cost-effective manner
Created and managed team work processes to improve the level of productivity and efficiency
Enhanced excellence in communication and monitored the level of service delivery
Worked closely with the business and internal IT teams to identify, develop and support technical solutions
Provided leadership and direction in the development and execution of IT Service Desk processes & tools
Provided clarity on team priorities and brainstormed with the team to develop strategies & solutions
Held regular 1 on 1 meetings with staff to stay abreast of staff issues and provide feedback on staff performance
Held Weekly Team Meetings to ensure open communication with team members
Managed Projects - Asset Tracking & VDI Migration
Integrated efforts across IT to leverage technology automations to drive efficiencies, agility, and ease of customer service
Managed Incident & Service Request escalations, events, and customer requests
Monitored the Call Management System to ensure calls are being answered with speed
Maintained email schedule to ensure self-submit Incidents & Service Requests were answered promptly and efficiently
Contributed to resolution times and monitored team results to ensure Contract Service Level Metrics were met
Mentored the Service Desk team in the proper performance of SOP’s & professional customer interactions
Functioned as the team “GO-TO” for any operational questions and support needs
Provided input to update SOPs as needed
Interacted and coordinated with other leads, supervisors and managers as needed to resolve escalated issues
Lead continuous improvement initiatives and supported development of SOPs and Work Instructions
Generated data from multiple sources to provide weekly reports to Upper Management
Snyder’s-Lance Incorporated – Hanover, PA
Supervisor, IT Support – (10/11 – Present)
Leads team in responding to end user inquiries and resolving system issues via telephone, email and remote
Creates monthly reports on KPI’s & SLA’s and provides to S-L leadership
Created Onboarding process for new Technical Support staff
Creates and updates processes & procedures used by Technical Support
Coaches, mentors & creates career path opportunities & goals with staff
Plans and schedules support levels to ensure daily coverage
Oversees the execution of projects handled by Technical Support
Facilitates meetings, seminars, and training sessions
Conduct Stakeholder meetings with Department Heads ensuring IT is aligned with Business practices
Yellowbook - Baltimore, MD
Media Consultant - (07/10 - 7/11)
Consulted with existing clients on current advertising and new product offerings
Obtained new clients
Handled client inquiries and issues
Managed 2 large sales campaigns per year – Baltimore, MD & Howard County, MD
Applied Microsoft Office skills to build presentations and schedule appointments
Learned and utilized an in-house application, MediaPro, to create marketing \ advertising campaigns
OnPoint Corporation - Germantown, MD
Project Manager (01/08 - 08/09)
Developed, maintained, oversaw, and assisted in the implementation of IT and IT-related projects
Supported the Department of Energy - Office of Science in their efforts to manage their actions and response to Cyber Security threats, including the protection of Personal Identifiable Information (PII)
Supervised staff responsible for Enterprise Information Architecture processes mandated by Clinger-Cohen Act
Responsible for the maintenance, oversight, and interoperability of over 60 applications to result in (1) their continuous availability to the Office of Science business community, and (2) their continued viability as tools in the accomplishment of the Office of Science mission.
Assisted in the development of IM procedures, policies, and technical direction for the provision of IM services that effectively supported business activities
Developed and maintained relationships with vendors providing IT services
Served on the Information Management Board to ensure software, hardware, and infrastructure interoperation
Provided leadership, guidance, and performance monitoring, including development and maintenance of performance plans for 12 IT professionals
Reported on project costs and ensured effective contract administration
Supported the Office of Science configuration management process, change control policies, and procedures
System Administrator \ Desktop Support \ Team Lead (08/04 - 08/09)
Provided Tier II support to 400+ user workstations, applications, hardware, and software
Set up Conference Rooms with requested equipment such as Laptops and Projectors
Configured Blackberries, Laptops, Palm Pilots, and External Zip Drives
Added, Removed, & Maintained end-user accounts using Active Directory & Exchange
Troubleshot hardware and software issues
Maintained hardware inventory
Built and troubleshot standardized workstations & laptops
Traveled to Washington, D.C site when required
Junior Systems Engineer \ Technical Trainer (02/03 - 08/04)
Created end user documentation
Provided end-user trainings
Lead Engineer on the Citrix MetaFrame XPe FR3 project
Lead Engineer on the Workstation Refresh project
Conducted System Maintenance and Testing of applications, patches, etc.
Liaison for Development, Systems Engineering, Testing and Production Departments
Coordinated application system builds \ changes each year
Assisted in maintenance & admin of the test lab servers and workstations
Performed monthly server and workstation updates
Help Desk Support (02/01 - 02/03)
Troubleshot workstations, OS, applications via Remote Access / Desk Side Support
Troubleshot local and network printers via Remote Access / Desk Side Support
Main POC for Windows 2000 Rollout Project
Built the Windows 2000 image & upgraded the Help Desk’s Windows NT 4.0 workstations to Windows 2000
Trained new employees on Call Center Policies, Procedures, and Applications
Education & Training:
Help Desk Institute Fusion 16 Conference & Expo
Las Vegas, NV (10/31 – 11/4, 2016)
Help Desk Institute Conference & Expo
Orlando, FL (April 24 – 27, 2012)
Leadership Training for Managers
Dale Carnegie Institute, Baltimore, Maryland (May-June 1996)
Management and Skills Techniques for Supervisors
American Management Association, Herndon, Virginia (April 1996)
Associate in Arts Degree - Elementary Education
Montgomery College, Rockville, Maryland (June 1993)
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