Help Desk Project Management
Resume:
Darien Turman
Tomball, TX *****
*********@*****.***
Professional Summary
IT manager with qualifications including MCP, MCSA and MCTS certifications and detailed knowledge of infrastructure systems, IT project management, communication technologies and best practices. 20 years of experience in IT, beginning at the help desk level illustrate a diverse skill set that includes communications, deployment of solutions, networks, systems, and management for diverse companies and organizations.
CORE STRENGTHS
− Project Management − Team Building − Risk Analysis
− Network and System Security − System Monitoring − Regulatory Compliance
− Cost Analysis − Vendor Management − Client Relations
− IT Policies and Procedures − Network Management − Implementation and Deployment Planning
− Disaster Recovery Planning − Process Improvement − Customer Needs Assessment Authorized to work in the US for any employer
Work Experience
Business Software Support Manager
Vroom-Houston, TX
March 2020 to Present
Responsible for managing the business software support team. Level 1 and 2 end user support and administration of Great Plains, Advent, Scribe, Salesforce, Blackline, Coupa and Airtables. Manage team of 6 employees with an average ticket count of 900 support tickets per week. Maintaining SLA's and reporting KPI's.
− Created and staffed the Business Software Support team. Created the team to focus strictly on software support.
− Successfully reduced user licenses for cost savings of 30k per month within two months of BSS team creation.
BUSINESS SYSTEMS ANALYST
Vroom-Houston, TX
January 2019 to March 2020
Responsible for accounting software support. End user support and administration of Great Plains, Advent, and Scribe. Support and administration of SalesForce. Limited desktop support as needed.
− Initially worked in a hybrid capacity. Assisted the help desk team with user account creation, desktop support and hardware deployment.
− Assisted with the deployment of Advent (ERP)
INFORMATION TECHNOLOGY MANAGER
SafetyTech Global Training-Houston, TX
2014 to January 2019
Responsible for all hardware, software, servers, routers, desktops, laptops, printers and scanners. Implementation and support of all IT Infrastructure products. Also responsible for company website and social media.
Information Technology Manager
PreCheck, Inc-Houston, TX
2007 to 2014
Lead teams responsible for all hardware, software, servers, routers, desktops, laptops, printers (local and network), scanners, phone systems, phones and fax server. Project planning, configuration, testing, implementation and support of all IT Infrastructure products.
− Lead strategy, development and implementation team of MS SQL database server upgrade/migration.
− Successfully implemented Xmedius fax server upgrade/migration.
− Planned and implemented migration of all production servers from Houston, TX. Office to New Mexico office.
− Coordinated and planned Infrastructure portion of new office build out in Houston, TX.
− Successfully researched and implemented new virtual servers into existing Windows server environment.
− Planned successful migration from CA Anti-virus to Symantec for all servers and desktops. Information Services Coordinator
Global Industries-Houston, TX
2001 to 2007
Responsible for telephone, video and mobile communications. Project planning for infrastructure projects. Cost analysis, vendor management and responsible for IT budget and purchasing.
- Planned and implemented Vsat (domed satellite) installations onboard offshore barges in Mexico, Indonesia, West Africa and China.
- New PBX installations in Tuxpan, Cuidad Del Carmen and Mexico City, Mexico; Batam, Indonesia and Singapore..
- Implemented video conferencing corporate wide, reducing travel costs and improving efficiency
- Negotiated communications contracts in the US, Mexico and Africa, reduced company monthly communications bills by 35%.
- Planned Infrastructure portion of three complete office relocations. Instructor
North Harris County College-Houston, TX
1998 to 2001
Instructed classes with an average of 25 students. Responsible for class curriculum, attendance records and testing.
- Intro to computers, HTML, JavaScript and MOUS classes for continuing education students.
- In addition to normal class schedule, taught Saturday senior citizen and grant program classes at local community centers.
Systems Support Specialist
TX Department of Transportation-Houston, TX
1997 to 1999
Level 2 and 3 support for desktops, Windows servers, LAN, mobile users and phone systems
- Provide support to over 300 end users. Part of a team of 5 technicians.
- Implemented successful migration to Windows 98.
Desktop Support
Universal Computer Systems-Houston, TX
1995 to 1997
Level 1 and 2 support for desktops and proprietary software
- Provide on-site and remote support for end users. Education
College
University of Houston - Houston, TX
September 1989 to January 1991
Skills
• Disaster Recovery
• LAN
• Network administration
• Mac OS
• Windows
• Budgeting
• Team management
• Supervising experience
• Help desk
• Salesforce
• LAN
• Technical support
• Computer skills
• Telecommunication
• Management
• Computer networking
• ServiceNow
• Active Directory
• IT support
• Microsoft Windows Server
• Active Directory
• Microsoft Windows
• Software troubleshooting
• Microsoft Excel
• Disaster recovery
• Customer service
• Microsoft Office
• Google Suite
• Workday
• Communication skills
• Procurement
• Negotiation
• Leadership
• IT
• Project planning
• Desktop support
• Microsoft Word
• Microsoft Dynamics GP
• Accounting software
• VPN
• iOS
• Help Desk
• IT management
• Computer hardware
• IT service management
• Microsoft Outlook
• IT project management
• Analysis skills
• Network management
Certifications and Licenses
MCP
MCTS
Assessments
Attention to detail — Proficient
June 2023
Identifying differences in materials, following instructions, and detecting details among distracting information
Full results: Proficient
Technical support: Customer situations — Proficient May 2022
Responding to technical support situations with sensitivity Full results: Proficient
Project timeline management — Proficient
July 2022
Prioritizing and allocating time to effectively achieve project deliverables Full results: Proficient
Technical support — Proficient
May 2022
Performing software, hardware, and network operations Full results: Proficient
Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
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