Lead Support Engineer

JOSEPH N. OARE

** ********* ***** ********, ** **981 Tel: 518-***-**** Email: ************@*****.*** LEAD TECH SUPPORT ENGINEER IT OVERVIEW

As a lead tech support engineer with a proven track record in time management, staff motivation, problem solving and project management, I have successfully lead desktop and help desk support teams. Implementing from start to finish projects such as windows upgrades, new software roll outs and the building and rolling out of print servers. I have proven ability delivering projects in a timely manner while coordinating with all stakeholders to keep projects running smoothly and in line with all involved parties, all while keeping my direct reports motivated and focused on delivering quality customer service. I maintained active, involved vendor relations for continued smooth procurement of needed technology equipment and discrepancy resolution. Operation Strengths

Project Management

Staff Motivation

Strong People Skills

Excellent Customer

Service

Problem Solving

Vendor Relations

Ability to work well under

pressure while meeting

strict deadlines

Organization/Time Management

End User Needs Assessment

Strong Team Leader/Player

Project Coordination

PROFESSIONAL EXPERIENCE

WebMD, 283-299 Market Street 2 Gateway Building, 4th Floor Newark, NJ September 2023 to Present LEAD TECH SUPPORT ENGINEER, DESKTOP SUPPORT SERVICES

Manage and provide guidance to a team of mid and senior level tech support engineers

Maintaining and improving the user’s productivity while providing the customers with a good experience when they request support

Leading the team in analyzing and resolving end user hardware and software issues in a timely and accurate fashion

Serving as an IT ambassador, advocator and technology consultant to the business and works on building a trusted relationship with the end user community

COWORX STAFFING SERVICES, 412 Mount Kemble Ave., Morristown, NJ March 2013 to March 2023 SUPERVISOR, INFORMATION TECHNOLOGY

Oversee the operations of helpdesk and desktop support functionality to support over 60 locations of approximately 1,000 employees

Supervise, train, motivate and lead direct reports of the support team to ensure courteous, timely and effective resolution of end user requests and issues

Determine root cause of issues and communicate appropriately to end users

Deliver timely support to end users desk-side, over the phone and through remote access

Create organizational units for company branches on computer inventory and group policy management

Deploy and monitor the organization’s web monitoring software, work with Active Directory to create user accounts

Maintain inventory of computer related equipment, along with imaging, deploying and shipping of equipment

Implement standards to coordinate with HR department and local organizations for donating used computer equipment

Manage and maintain relationships with vendors to secure computer equipment for the organization

Responsible for the timely submission of vendor invoices to the accounting department Joseph N. Oare

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ELLIS HOSPITAL, Schenectady, New York April 2009 to October 2012 DESKTOP SUPPORT TECHNICIAN

Interacted with medical staff and upper level management in order to troubleshoot and resolve various user issues

Team Leader backup responsible for supervision of desktop team, ticket management and workload assignment

Installed, upgraded and troubleshoot new and existing personal computers and peripherals; software, network, and remote access related issues

Created Acronis images for PC deployment; worked in Active Directory for deployment of PC software policies NEW YORK SENATE, Albany, New York April 2006 to March 2009 OFFICE SUPPORT REPRESENTATIVE

Interacted with Senators and support staff in order to provide computer and Blackberry support

Managed helpdesk and worked with end users to ensure timely, efficient and accurate troubleshooting of hardware, software and network issues

SPRAY NINE CORPORATION, Johnstown, New York May 2004 to October 2005 INVENTORY CONTROL MANAGER

Managed inventory for mid-size production corporation

Updated computer system with daily production numbers

Implemented and enforced new and improved processes and training procedures to ensure efficiency in production and warehousing personnel

Selected Accomplishments:

CoWorx Staffing Services; Awarded Employee of the Quarter for the second quarter, 2014

CoWorx Staffing Services; Awarded Employee of the Quarter for the fourth quarter, 2017

Lead project to upgrade all end user computers from Windows XP to Windows 7

Lead project to upgrade all end user computers from Windows 7 to Windows 10

Successfully built a print server and switched all employees to new method via group policy creation in AD

Managed and helped to migrate user computers over to new Windows 11 platform.

Managed all aspects of the Helpdesk software platform, including software version upgrades, overseeing helpdesk representatives, help ticket assignment, evaluation, coaching, and metric reporting of support representatives to upper management.

Certification

CompTIA A+ Certification

Technical Experience

Windows 10, Windows 11; Office 2016, Office 365, Google Suite, Azure Cloud Services; Microsoft Mail, Exchange, Outlook, Lotus SmartSuite; Remote Access, VPN; Acronis Imaging; Active Directory, Print Servers, Monitoring Software, Helpdesk Software; Canon Uniflow Printing Solutions; PC Hardware and Software; Remote Desktop Configuration; Desktop Administration; Adobe Enterprise Software Console Administrator; Vendor Management; Microsoft Authenticator

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