ALEX CONCEPCION

**** **** *****

Hillsborough, NJ 08844

908-***-****

bcf771@r.postjobfree.com

CERTIFICATIONS: ITIL v3 Foundations, A+ Certified Service Technician; MCP; MCP+Internet; Microsoft

Certified Systems Engineer (MCSE); Cisco Certified Network Associate (CCNA - In Progress). ISO 9000/9001; Total Quality I & II; Total Quality Facilitator; Electric Static Discharge Certified; Earn Value Training; Program Management 101.

HARDWARE:

SOFTWARE: IBM PC and compatibles, Macintosh, Compaq Proliant servers, HP3000, Exabyte Tape Backup, AS400, LAN and WAN topologies, various printers, UPS, Netscreen 100 firewall, Cisco routers. Network Cabling.

Install, support and configuration of the following: Windows 95, 98, NT 4.0, 2000, XP, 2003 (Client and Server), IIS 4.0, MS Office 2000, 2003, Exchange 5.5, MPE/IX, ArcServe Backup, Norton Utilities v.8, Norton Ghost Imaging, Norton Anti-virus, MacAfee, PCAnywhere, MS Project Management, Visio, Microframe Project Management, GSS, Altirs and Tivoli Help Desk Tracking systems.

EDUCATION: BS, Business Management, Minor in Marketing, St. Peter’s College, Jersey City, NJ

Diploma in Network Administration/Engineering, PC AGE, Fairfield, NJ

LANGUAGE: Able to speak, read and write in Spanish.

PROFESSIONAL

EXPERIENCE: ALEX CONCEPCION Page 2

PAR Pharmaceuticals, Woodcliff Lake, NJ (2008 – present)

Service Desk Manager

Report to CTO. Responsibilities include controlling the process of ensuring accurate and timely technology support and problem resolution to internal and external customers. As well as, resolving complex and everyday service requests relating to PC, server, network hardware, software problems and malfunctions; interacting and consulting with clients to manage client satisfaction; providing guidance, assistance, and follow-up on client inquiries; and assisting in the implementation of desktop hardware and software. Supervises and coordinates the activities of workers who provide problem solving support. Maintain support for 800 users over 4 sites across the US, Win XP, and Win 2007 platform.

Selected Accomplishments

• Commended for improving vendor relation and overhauling the ticketing system in a short period of time.

• ITIL implementation using IBM Tivoli tools.

Barr Labs, Upper Saddle River, NJ (2002 – 2007)

Sr. Help Desk Manager US Operations

Report to CTO. Responsibilities include managing a team of support personnel who troubleshoot IT issues. Implements policies and procedures regarding how problems are identified, received, documented, distributed, and corrected. Ensure maximum issue resolutions in minimum time. Evaluate new information systems products or services and suggest changes to existing products or services to better aide the end user. Maintain support for 4000 users over 8 sites across the US, Win XP, and Win 2003 platform.

Selected Accomplishments

• Commended for receiving positive feedback from end users on quality of service, support and promptness from department.

• Commended by supervisor for taking on tasks outside scope of expertise.

Delias Inc, New York (2001- 2002)

Senior Help Desk Analyst (Consultant)

Report to Director. Responsibilities include software testing, Ecometry database analyzing. Respond to help desk inquiries. Support and maintain the HP3000. Responsible for daily backups and data processing.

Selected Accomplishments

• Commended on ability to understand and implement new technology in a short time period.

ALEX CONCEPCION Page 3

Working Woman Network, (Start-up) New York, NY

IT Director (2000 – 2001)

Report to Sr Director. Responsibilities include overall management of the company's network infrastructure, maintenance and upgrade. Responsible for all hardware and software purchases. Maintain support for 150 users on NT, Win 98and Mac platform. Supervise a staff of 15, consisting of technicians, administrators and consultants.

Selected Accomplishments

• Designed and implemented companies network system in 2 locations from ground up.

• Commended for receiving positive feedback from customers on quality of service, support and promptness from department.

• Commended by CTO for seamless transition and completion ahead of deadline of new corporate E-mail system.

ALLIEDSIGNAL AEROSPACE, DEFENSE AND SPACE SYSTEMS, Teterboro, NJ

Help Desk Supervisor (1996 – 1999)

Reported to Help Desk Manager. Responsibilities included, support for 200 users on NT platform. Troubleshot NT Server and Workstations. Supported in the supervision of the help desk staff of 3. Deployed and troubleshot PC’s. Interfaced with call center to ensure systems level issues were resolved. Deployed and configured applications. Responsible for Y2K department compliance.

Selected Accomplishments

• Completed Y2K compliance for department and products ahead of deadline.

• Commended for receiving positive feedback from customers on service and promptness.

• Commended by supervisor for taking on tasks outside scope of expertise.

PEPSI COLA BOTTLING COMPANY, West Caldwell, NJ (1995 – 1996)

Desktop Support

Reported to Director of IT Department. Duties involved all order processing, invoices and cash flow generated by customer representatives. Ensured that all hand-held computers were functioning properly. Maintained and updated client accounts and customer database.

Selected Accomplishments

• Commended by director for excellent organizational skills and ability to learn new job functions quickly.

References provided upon request.

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