Help Desk It Support
Resume:
Professional Experience
HD Supply, Remote in New Jersey
IT Manager – Help Desk
December 2021 – October 2022
Hands on Manager of 24 associates encompassing L1, L2, and Supervisors supporting 200+ sites / 10,000+ associates in a 24-hour, 7-day week, 365-day operating environment.
Systems supported: WMS, Customer Management, Avaya, in-house network, cellular devices, JDE, Roadnet, Lucas Voice Pick, Get Paid and Microsoft Suite of Applications.
Hardware supported: Dell / HP Computers & Laptops, HP & Epson Laser Printers, Datamax & Zebra Label Printers, Zebra Scanners.
Monitored associates by reviewing internal and external calls, ticket documentation and provided feedback to team members. Team members averaged 15 years of employment with the group.
Performed reviews, made compensation recommendations, recommended promotions, developed associates to move into other IT Departments.
Reviewed Service Now tickets for documentation, prioritization, escalation to other departments, follow-ups and closures.
Managed vendors including but not limited to: Insight Global, CompuCom, Robert Half, and CDW. Tasks included contract negotiation, monitoring and invoice review.
Project Managed: computer imaging in place, site management, and software upgrades.
Restructured Help Desk in transition from The Home Depot to HD Supply while maintaining service levels.
Prepared, negotiated and maintained internal and external service level agreements (SLA’s).
Developed and maintained security procedures for systems and department interactions. This also included creation, maintenance and removal of associate access.
Maintained working relationships with internal and external auditors by performing security & risk assessments on supported systems, policies, and procedures.
Along with my supervisors, I provided after hour support and escalation reviews for associates working the desk.
Associate advocate for critical issues affecting the departments throughout the organization.
In December of 2021 myself and my 24 associates were transferred from The Home Depot to HD Supply.
The Home Depot, Mt. Laurel & Remote in New Jersey
IT Manager – Help Desk
September 2017 – December 2021
Hands on Manager of 77 associates encompassing L1, L2, and Supervisors supporting 425 sites / 25,000+ associates in a 24-hour, 7-day week, 365-day operating environment.
Systems supported: WMS, Customer Management, Avaya, in-house network, cellular devices, JDE, Roadnet, Get Paid and Microsoft Suite of Applications.
Hardware supported: Dell / HP Computers & Laptops, HP & Epson Laser Printers, Datamax & Zebra Label Printers, Zebra Scanners.
IT Manager – Help Desk continued
Monitored associates by reviewing internal and external calls, ticket documentation and provided feedback to team members.
Performed reviews, made compensation recommendations, recommended promotions, developed associates to move into other IT Departments.
Managed vendors including but not limited to: Insight Global, CompuCom, Robert Half, and CDW. Tasks included contract negotiation, monitoring and invoice review.
Project Managed: transition of hardware and make-readies to THD Distribution Support, transition of cellular support to AT&T, rollout of Epson & Datamax Printers to Distribution Centers.
Worked with developers and project managers to transition the Help Desk Software from Epicor to Service Now.
Restructured Help Desk in transition from Interline Brands to The Home Depot while maintaining service levels.
Prepared, negotiated and maintained internal and external service level agreements (SLA’s).
Developed and maintained security procedures for systems and department interactions. This also included creation, maintenance and removal of associate access.
Maintained working relationships with internal and external auditors by performing security & risk assessments on supported systems, policies, and procedures.
Along with my supervisors, I provided after hour support and escalation reviews for associates working the desk.
Associate advocate for critical issues affecting the departments throughout the organization.
Reviewed Service Now / Epicor tickets for documentation, prioritization, escalation to other departments, follow-ups and closures.
The group that I managed was merged into The Home Depot Help Desk which also necessitated a title change for myself.
The Home Depot July 2015 - 2017
Interline Brands July 2002 – July 2015
Mt. Laurel New Jersey
Director IT Support
Hands on Manager of 32 associates encompassing L1, L2, and Supervisors supporting 220 sites / 8,000+ associates in a 24-hour, 7-day week, 365-day operating environment.
Systems supported: WMS, Customer Management, Avaya, in-house network, cellular devices, JDE, Roadnet, Get Paid and Microsoft Suite of Applications.
Hardware supported: Dell / HP Computers & Laptops, HP & Epson Laser Printers, Datamax & Zebra Label Printers, Zebra Scanners.
Performed reviews, made compensation recommendations, recommended promotions, mentored associates to move into other IT Departments.
Managed vendors including but not limited to: Insight Global, CompuCom, Robert Half, and CDW. Tasks included contract negotiation, monitoring and invoice review.
Director IT Support - continued
Managed the hardware acquisition, make ready, and deployments of computers, printers' handheld devices.
Managed projects including but not limited to: Windows 7 to Windows 10 upgrade, hardware deployments and upgrades, software upgrades for approved systems.
Managed SWAT Team, a team designed to efficiently fix program bugs affecting operations.
Support advocate for the associate community, the former CEO for Interline Brands often referred to me as the voice / face of IT.
As the support advocate for the company, I developed and maintained relationships with the client community from hourly associates to the CEO.
Drove service excellence by responding to internal and external clients of supported systems and hardware. Responsible for driving and implementing solutions.
Developed and maintained security procedures for systems and department interactions. This also included creation, maintenance and removal of associate access.
Maintained working relationships with internal and external auditors by performing security & risk assessments on supported systems, policies, and procedures.
Developed and maintained policies and procedures for associate relations, make ready deployments of computers, handheld hardware and cellular devices.
Developed, implemented and chaired IT Command Center (War Room) facilitating IT and stakeholders to jointly resolve major issues.
Chief communicator for IT during system outages, system upgrades, and new project implementation.
Worked CIO to develop yearly hardware, maintenance, and personnel budgets. Had responsibility for implementing and adhering to budgets.
The Home Depot purchased Interline Brands in July of 2015.
Prior Experience:
Help Desk Supervisor – Interline Brands, Mt. Laurel
Help Desk Agent – Wilmar Industries
Quality Assurance Analyst – General Accident Insurance
Director of IT – Flagship Hotel
Register Support Specialist – Wawa Convenience Stores
Application Analyst / Project Manager – Showboat Casino and Hotel
Project Manager – Ross Retail Consulting Group
Support Technician / Customer Training Specialist – RCA Service Company
Education:
Bachelor of Science in Management Sciences, Lebanon Valley College
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