Hr Manager Project

AVRAHAM PESACH

240-***-**** • *******.******@*****.***

EXPERIENCE

Alterus Technologies

Acting Team Lead / Trainer/ Application Specialist 04/01/2020 - 04/25/2025

● Diagnose and resolve Level 1 2 and 3 IT client issues and inquiries based on ITIL principles

● Lead and manage change, analyze performance and take responsibility for continuous improvement processes

● Lead a team of 10 support analysts and review support cases

● Significantly contribute to development and implementation of teamwork plans

● Develop and manage client relationships to provide and enhance IT service delivery

● Establish and maintain internal and external networks across a range of locations, to ensure high-quality levels of service and provide training as required.

● Coordinate ICT equipment requirements and manage vendors

● Cultivate an inclusive learning environment through coaching others, providing

performance feedback, conflict resolution and encouraging career development

● Troubleshoot both hardware and software solutions with the customer to resolve

technical roadblocks

● Collaborate with the Product Development team to identify, diagnose, and

resolve any software or hardware faults

● Prioritize support requests in our Salesforce ticketing system based on set levels of immediacy

● Support colleagues during the testing, troubleshooting, and problem replication phases of product life cycles

● Provide guidance to customers on installing Alertus Technologies solutions

● Collect and analyze detailed information to categorize and document requests

● Proactively analyze recurring issues and create innovative solutions

● Develop documentation/KB for typical problems and recommend procedures

and address those issues toward an accurate resolution

● Leverage existing toolset to grow Alertus solution knowledge base

●Perform systems and application upgrades.

●Help resolve complex issues related to the technological aptitude of business or

clients operations.

Support onsite and remote engineers.

Office Hookup - IT Project Manager, Rockville, MD 05/2018-11/2018 ● Created a game plan for a team of 18 technicians:

● Constructed a detailed surveys user’s settings, programs, and

preferences; Backup user’s data to network storage

● Managed detailed surveys for personal computers/laptops migration project to new

computers for users

● Issued resolutions for incidents submitted via the ticketing system; minimizing user downtime while adhering to site policies

Atlantic Exhibits - Product Owner/ IT Project Manager, Chantilly, VA 12/2014–01/2018

● Served as the Product Owner on multiple projects utilizing Agile methodologies including deployment of new software company wide

● Increased customer satisfaction by 80% through effective employee training

● Managed all aspects of IT in a private company in VA to include:

● Firewalls (SonicWALL), SCCM, AZURE, Microsoft Dynamic CRM, ZOHO,

SOLOMON (financial application) Used Dell Case change and deployment management system

● Used Dell Rapid Recovery (AppAssure)

● Provided oversight of all network and server administration (computer and VOIP)

● Deployed applications to mobile devices using MAS

● Implemented RPA in the logistics department using WorkFusion

● Designed, deployed, managed, and monitored Microsoft Enterprise Mobility Suite

(EMS/InTune) and Cylance.

● Monitored all aspects of internal and external IT security and advised staff on any security breach incident including network access and password change

● Managed Disaster Recovery.

to mobile devices using MAS360

● Supervised all traffic of school’s data passing via school’s firewalls

● Managed, created, modified user accounts

● Resolved issues with compromised computers

● Resolved issues with local and network printers; including HP Ricoh and followed up with vendor service Provider

● Upgraded the mail room’s mailing & tracking system, hardware, and software (FedEx) to the most updated version

Achievements:

● Recovered and saved the company’s data from multiple ransomware attacks

● Reduced production servers downtime by 80%

● Increased user’s satisfaction and productivity by 50%

● Transformed company IT from reaction mode to pro-active mode with leading edge innovative solutions

● Turned the IT company experience 180 degrees.

Projects:

● Companywide migration from Windows 7 to Windows 10 Pro,

● Upgraded backup system from BackupExec to Dell AppAssure,

● Migrated production servers into virtual environment (Hyper-V)

● Upgraded phone system into VoIP system (Grandstream 3CX), Hardware upgrade company wide

● Built an email and files migration tool from Prime Systems to IBM 4386.

AND CERTIFICATIONS

Education:

Tell Hai College Israel, Bachelor of Science in Computer Engineering

Scrum Alliance Scrum Master,

Product Owner

Total Quality Management (TQM)

Currently pursuing CompTIA Security Plus (Renewing expired cert)

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