Manager Management

Innovative and results-oriented technology professional with over 10 years of experience in providing technological solutions. Qualifications in all aspects of systems administration, maintenance and management, network/server operations and hardware/software solutions.

Exceptional skills in implementation of teams and systems to provide business solutions which increase operational efficiencies. Proven record in streamlining operations, relating technical information to end users and leading projects to full execution.

Core Management Proficiencies

Productivity Development Strategic Planning Client Needs Analysis

Team Management Staff Training & Development Project Management

Technical Expertise

Active Directory Exchange Server RIM, Android & iOS Device Support

Technical Support Call Center Support Desktop Support

Mobile Device Support Intertel & VoIP Phone Systems Citrix user support

Blackberry Enterprise Server Google Business Apps & Cloud Services

Career Progression

Diversified Maintenance Systems– Tampa, FL March 2010 to March 2012

IT Manager

Management and Administration of IT Support department & Help Desk staff. Reported directly to senior executives regarding all technical issues and established policies and procedures to assure SLA. Responsible and accountable for the coordinated management of multiple implementation and migration projects. Administration of Active Directory, Blackberry Enterprise Server, Citrix, Exchange and JD Edwards servers. Setup and maintained security rights, user profiles, work groups and distribution lists in Active Directory and Google Platform. Resolution of Desktop and Network related issues. Intertel/Mitel & Shoretel IP phone system administration. Deployed, managed and supported RIM, Android & iOS mobile devices, Laptops, Tablets, Air cards and applications to meet business requirements. Supported and trained users in Citrix, Outlook, Windows 2000, XP, Vista & 7 platforms. Google Business Apps and Cloud service implementation, migration and administration.

City Masala Publications – Tampa, FL October 2010 to Present

Technology Writer

Monthly magazine which targeted South Asian professionals where I created technical articles which cover product reviews, user tips and informative information related to new products and services. Circulation of over 25,000 print subscribers and online readers.

Tastes Unlimited, Inc – Tampa, FL June 2006 – January 2010

Systems Support Manager

Support of Verifone POS & Credit card terminals, Fax Server & Website. Implemented & maintained of GoMobo ordering system allowing customers to place orders via website, fax or text message.

HSBC – Chesapeake, VA January 2002 – May 2006

Systems Administrator

Administration and technical support of the Witness quality monitoring system at multiple domestic and international HSBC call centers. Management of DSS support groups at overseas sites. Provided analysis of processes for business units to maintain and enhance call center quality, productivity and reporting. Set up, monitor and maintain end user access, dialer stations, associated applications and operating systems as required by the strategy department. Responsible for creating and maintaining all security rules, profiles for 250 users and over 1500 agents. Monitor and troubleshoot servers, dialers and applications for errors and performance. Provided advanced technical support via inbound calls and KANA email platform. Troubleshoot SSL encryption, Web Browser and ISP configurations. eStara web callback support. Operated with applications and platforms which include Avaya, Aspect, KANA, Concerto & Davox Power Dialers, PBX, eQuality Balance, Erytel and JAVA to ensure regulatory compliance and control operational risks of call centers.

Multiplan PPO Inc. – New York, NY 1999 - 2001

Network Support Administrator

Diagnose and troubleshoot network connectivity, desktop configuration, printer connectivity and network access issues in the Windows NT and Novell environments. Maintained rights & securities for 500+ users. Tested for Y2K compliance.

Accreditation & Education

Microsoft Certified Professional

currently working on certifications in Linux +

Blackberry Enterprise Server Certification

Techno2000 Institute

DOS/Win installation, PC hardware, Microsoft NT Workstation 4.0, NT Server.

Networking Essentials, TCP/IP & IIS

City University of New York Bronx

Bachelors in Radiological Technology

Phlebotomy & EKG Certification

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