Help Desk Team Lead
Resume:
Bradford Davis
***************@*****.***
Professional Profile
Over 20 years of experience in desktop, server and global infrastructure support. Over 20 years of managing engineers and technicians and projects over a wide span of technologies.
Work Experience
Senior Help Desk Specialist – Team Lead
AtkinsRealis, Inc., Orlando, Florida
4/2006 – 7/2024
Responsible for Help Desk Incidents and IT Requests for Central Florida. Responsibilities include the following:
Managing a support team of 5 help desk specialists for the support of 700 employees at 15 locations in Central Florida
Recruits, train, and coach IT employees to provide the best service.
Using ServiceNow Dashboards and incident queues to manage support tickets.
Provide weekly reports on performance of all help desk specialists, adherence to SLA’s and work with Problem Management on problem trends.
Coordinate with all IT departments with issues that are beyond the scope of 1st and 2nd level support (NOC, SOC, SCCM, etc).
Provide remote hands support in remote offices for support of network and server hardware.
Troubleshoot VMWare Horizon clients and various implementations of software published in a Virtual Environment.
Working inside the ITIL framework for support, software management, hardware management and maintaining the lifecycle management of the software and hardware.
Troubleshooting OS and application issues for a professional engineering company.
Responsible to help maintain the Cyber Security stance of the company and to enforce company policy and report violations.
Coordinate with Security Operations Center and Network Operation Centers with upgrades and updates of various HP, Cisco, Checkpoint and VMWare hardware or software/OS.
Manager - Information Systems
Commerce Quest Inc., Tampa, Florida
1/1999 - 12/2005
Responsible for the day-to-day operations of a global software provider including:
Managing a support team of 3 engineers for the support of 400 employees
Microsoft Exchange 2003 environment for the entire company.
Network Operations for interconnecting all sites to the corporate office and datacenters.
Support included maintaining network availability to all Sales, Engineering and Professional Services via VPN and point to point IPSEC VPNs between all remote sites.
Design and manage all IT projects based on company needs including budgeting, ROI analysis and projected growth.
Negotiated all contracts for Telecommunications (Voice and Data) and Physical Building Leases.
Disaster Recovery Planning and Implementation.
Responsible for the creation and enforcement of security policies and the inventory and tracking of licensed software and hardware for end users
Creation and adherence to IT policies for Sarbanes/Oxley statues for the company including the financial auditing and controls pertaining to the IT environment.
Education
Certifications:
Certified MCSE 2003, CCNA, CompTIA Project +, CompTIA A+, CompTIA Network+, CompTIA Security+, ITIL V4 Foundation Certificate
Additional Info
Hardware Experience:
Dell PowerEdge Servers, Workstations and Laptops
HP Proliant Servers, Desktops and Laptops
Cisco Routers and Switches
HP z-Series Switches
Checkpoint Firewalls
Zscaler Cloud
Software Experience:
Microsoft Windows Server and Desktop OS
Microsoft Office and Teams Communication Software
Microsoft SharePoint and OneDrive
Hundreds of Engineering applications including AutoDesk and Bentley
zScaler and VMWare client software
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