IT Lead/Manager
Resume:
Nicholas Kriger
Worcester, MA
*******@*****.***
KEY QUALIFICATIONS:
•10+ years of desktop, helpdesk, and system administration experience
•Outstanding customer service skills
•Helpdesk/Desktop management experience
•A+, Microsoft Certified Desktop Services Technician (MCDST), and Microsoft Certified Professional (MCP) certifications
TECHNICAL SKILLS:
Microsoft Windows (XP, Vista, 2K, Server 2003/2008), Microsoft Office, Exchange, Active Directory, IIS, Symantec Antivirus, Ghost, Blackberry (Server, Devices), Citrix technologies (Client/Server, GotoMeeting, GotoAssist), Helpdesk Ticketing Systems (Heat, HelpStar, Remedy, TrackIT, etc), Asset Management/CMDB, Wireless, HTML, Networking, VPN (Citrix, Cisco, Nortel), Adobe products, BackupExec/ArcServe, Crystal Reports, Oracle, SQL, Terminal Services, Vendor Management
EXPERIENCE:
November 2008 Technical Support Manager
To July 2009
` International Power America
Marlborough, MA
•Lead technical support team responsible for helpdesk, desktop and local server support (hands-on and supervisory) for 400 users in fourteen sites.
•Implemented Customer Service Excellence program
•Improved customer experience and support process (reduced average time to close of service requests by 74%).
•Negotiated, Developed, and Implemented Service Level Agreements with business departments.
•Supervised, coached, conducted performance appraisals of technicians
•Evaluated vendors and services. Negotiate service and equipment contracts.
•Negotiated wireless (cellular) contracts that saved the company 34% and increased efficiency of support and procurement.
•Developed & refined processes and helpdesk reporting
November 2007 Desktop/Helpdesk Supervisor
to October 2008
` BigBand Networks
Westborough, MA
•Manage global helpdesk and desktop support (supervision & hands-on) for 200 local/400 remote users.
•Continue to implement increased functionality of helpdesk system (asset tracking, knowledgebase, user self service)
•Increased productivity to meet and exceed SLA’s for Client Services (Desktop Support & Helpdesk)
•Supervised, coached, conducted performance appraisals of technicians
•Evaluate vendors & negotiate services
•Develop & monitor helpdesk reporting
Nov 2003 to Network System Administrator
October 2007 Westborough, MA
BigBand Networks
•Perform 2nd/3rd level system support
•Develop and successfully deploy world-wide helpdesk solution.
•Responsible for desktop support of 200 local, 600 world-wide/remote users
•Performed successful Trend, SUS, Windows 2003 rollouts
•Played key role in planning and implementing Active Directory and XP desktop migrations, which resulted in a complete network infrastructure migration successfully completed on schedule
•Supervise technicians and develop training materials.
•Responsible for planning, management and execution of large scale projects including successful integration of domains and systems with acquired company, network upgrades, & application deployments.
Sep 2001 to Senior Desktop Technician
Nov 2003 Worcester, MA
UMass Medical School
•Maintained, analyzed, performed troubleshooting, and repaired computer systems, hardware and peripherals for a 5000-user community.
•Senior Desktop Security Officer responsible for patching, vulnerability identification, and rollout to user community
•Documented, maintained, upgraded and replaced hardware and software
•Collaborated with Systems and Network groups to resolve issues
•Researched and resolved long-term issues and bugs/problems
•Lead technical projects including system image creation, operating system upgrades and migrations (Windows XP rollout), database conversions
•Created and maintained departmental websites
•Created user training materials including Remote Access (RAS)/Virtual Private Network (VPN) installations, as well as user training classes.
Jan 2001 to Network Administrator
Sep 2001 Whitinsville, MA
Access TCA
•Maintained, analyzed, performed troubleshooting, repaired, and upgraded network of 100 users and 9 Windows servers.
•Administered NT network, Exchange, Citrix, IIS Web server, Remote Access/VPN servers, Backup Server, Filemaker server, etc.
•Provided complete desktop support for all users including windows and Apple Macintosh machines.
•Purchased all PC’s, systems, and supplies for IT related activities.
•Secured and stabilized the network, implemented VPN and Citrix
1998-2001 IT Contractor
• Short term (2 week to six months) contract work for organizations including monster.com, UMass Medical School and TekSystems
• Desktop, helpdesk, and technical support work
EDUCATION AND TRAINING:
2007-Present University of Massachusetts-Management
1997-2000 Information Systems Lowell, MA
•Computer, Database, Marketing & Management Classes
2000 Walt Disney World College Program Orlando, FL
• Internship with Disney Corp -- Completed management, customer service, and other training seminars taught by Disney Executives and trainers.
• Received world-class customer service/support training and experience.
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