IT Manager, Incident Manager, IT Project Manager, Help Desk Manager
Resume:
ROBERTO DE JESUS
Jackson, NJ 08527
**********@*****.***
IT MANAGER
ITIL Foundation Certification - Pursuing MCSE Credential
Highly accomplished professional with an excellent 10-year track record in leading the design, deployment and support of advanced technology solutions, and building and managing IT organizations to enable continued growth.
Change agent with strong innovation, transformation and automation leadership. Skilled in building, optimizing and expanding enterprise infrastructures, services, teams and processes to meet evolving business, market and customer needs.
Provide dedicated leadership for aligning technology investments with business goals, encompassing network infrastructure, messaging, security, remote access, backup, VoIP, business continuity and asset management.
Natural communicator, mentor, and team leader with proven ability to motivate, energize and lead to success. Skilled in partnering with clients, business, leadership and teams to define needs and issues, evaluate risks and feasibility, and strategize the execution of hardware, software and networking solutions with strong ROI and TCO.
CORE COMPETENCIES
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Strategic Business & Operational Planning
Technology Needs Assessments & Solutions
Budgetary Planning & Control
Project Management
Solutions Design, Delivery & Support
Processes & Standards Design
Cost Reduction
Service Delivery Best Practices
Vendor & Customer Relationship Management
Team Development & Leadership
PROFESSIONAL EXPERIENCE
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VONAGE – HOLMDEL, NJ - 2007 TO PRESENT
Built an impressive record of achievements implementing solutions to enhance problem resolution and delivery of services across the enterprise for this software technology company delivering high-quality voice and messaging services.
MANAGER, INFORMATION TECHNOLOGY SERVICE MANAGEMENT (2007 TO PRESENT)
Promoted to newly established role to turnaround and strengthen IT Service Management Group and enhance the delivery of desktop, blackberry, software, account management, and equipment provisioning services to 1,200 internal and remote users.
Drive the introduction and adoption of technologies, standards and best practices to improve productivity, enhance performance and technical competency, increase employee and customer satisfaction, and achieve operational effectiveness. Scope of responsibilities span strategic business planning, budgeting, project management, process and quality improvement, change and issue management, vendor relations and contract management, technology planning and rollout, asset management, and team leadership. Manage, train, mentor and evaluate performance of 11 desktop, software and network support technicians.
LEADERSHIP & STRATEGY
* Restructured team; brought in new resources to expand technical competencies; and established clear roles and responsibilities, transforming fragmented group into a high-performance team managing more than 1,500 tickets monthly.
* Introduced a customer satisfaction survey to identify service issues; established SLAs; implemented processes and procedures to measure effectiveness of individuals and team against SLAs; and built a dashboard to communicate and track results. Strategy had contributed to achieving customer satisfaction scores of 90+% for the last 2 consecutive years.
* Strengthened the Asset Request process by integrating management approval on equipment purchases, increasing accountability on purchases leading to significant cost reduction.
* Defined strategy and led enterprise 1.5 year program to replace 1,250 end-of-life assets. Collaborated with Finance Department to create procedures to retire assets; identified and oversaw efforts of vendor to scrub and certify the removal of data; managed the recycling of assets; and managed the negotiation of contracts and purchasing of new desktops.
* Member of leadership team credited with establishing Access Management standards for Windows platforms to ensure adherence to PCI regulations.
* Aligned yearly budgets with forecasted business needs, increasing overall accuracy of technology purchases, implementation and maintenance services.
* Established technical training and certification programs to increase technical competencies and ensure optimal support of expanding environments. Led individuals in obtaining MCSE, MCSA, MS Office, and Apple Hardware / Software certifications.
* Collaborated in identifying and remediating processes to achieve and maintain PCI compliancy.
TECHNOLOGY & BUSINESS SOLUTIONS
* Project managed all efforts to rollout new desktop computing environments to 1,250 users, reducing trouble tickets and increasing employees productivity and morale.
* Championed the utilization of System Center Configuration Management (SCCM) tool to automate the distribution of software across the environment, reducing overall costs while increasing productivity.
* Researched, evaluated and led the rollout of new Alloy SQL-based ticketing system, improving service delivery, availability and performance with minimal resources while maximizing ROI on a limited budget and lowering TCO.
* Managed expansion of Mac OS environment from 25 to 100 users within 2 years to meet evolving business needs.
SENIOR IT TECHNICIAN (2006 TO 2007)
Brought in as a core member of team charged with providing hardware, software and networking support to 1,200 users.
Provided technical leadership to identify needs and resolve critical issues. Collaborated in deploying new and upgrading desktops and laptops; creating desktop images leveraging RIS tool; administering access management; configured Outlook services; and analyzing and resolving all escalated issues for on-site, remote and VPN users across multi-platform Windows and Linux environments. Trained and mentored Technicians on technologies and troubleshooting best practices.
LEADERSHIP & STRATEGY
* Introduced standards for customer service; implemented support processes and procedures; increased collaboration across the team; and strengthened communication with users, improving overall customer satisfaction and problem resolution.
* Pivotal role in migrating 700 employees from a centralized office Vonage voice service account to individual accounts, providing IT team with a framework to quantify costs for each employee and establish accountability for service usage leading to cost savings within 2 months.
* Championed the detailed documentation of trouble calls and resolution statements within ticketing system, increasing overall productivity and enhancing the identification of root causes.
TECHNOLOGY & BUSINESS SOLUTIONS
* Spearheaded the rollout of LANDesk platform to effectively track and manage technical assets across the enterprise environment, improving asset inventory processes while achieving cost control.
* Collaborated in deploying VPN token equipment and assisted end-users in setting VPN access to ensure optimal access to core data and services from remote sites.
* Recognized for troubleshooting and identifying root causes of noise and quality issues with VoIP phones.
* Credited with providing dedicated technical support to executive team with questions, issues and concerns.
CDW – EATONTOWN, NJ - 2004 TO 2005
ACCOUNT MANAGER
Recruited by former vendor to evaluate, recommend and ensure the appropriate and on-time delivery of customized technology solutions to clients throughout New Jersey.
Collaborated extensively with customers to define technology needs and goals. Educated customers on technologies and product offerings, and presented proposals for deployment of notebooks, desktops, printers, servers and storage, unified communications, security, wireless, networking, and software licensing and mobility solutions.
LEADERSHIP & STRATEGY
* Provided strategic and tactical leadership for competitive wins, solutions design and delivery, and long-term, profitable client retention. Established and built an account base of 100 and consistently exceeded established sales goals.
* Based upon excellent revenue and profit earnings within peer group, chosen to deliver training to new account managers on selling techniques.
TECHNOLOGY & BUSINESS SOLUTIONS
* Collaborated with health care institution to establish a cost-effective licensing agreement and develop a solution to upgrade MS Office Suite from 2000 to 2003 across 3,000 users.
* Partnered with travel business company to build a start-up packaged solution for new franchise owners, comprised of MS Office Suite, Adobe Creative Suite, and all-in-one printer technologies.
* Developed an effective UPS backup solution for an engineering company to minimize disruption of key operations in case of disaster or power outage.
SCHOOR DEPALMA (CMX) – MANALAPAN, NJ - 2000 TO 2004
IT TECHNICIAN / JUNIOR ADMINISTRATOR
Chosen as IT Technician to provide Level II support to 650 users in 7 locations throughout the Northeast. Advanced as Junior Administrator and given additional responsibility for access management and backup / restore operations.
Assisted with administering and optimizing multi-platform MS Windows and UNIX infrastructure. Restored MS Exchange mailboxes; performed backups on all servers; managed enterprise anti-virus services on all servers and workstations; and analyzed and troubleshot hardware, software, networking and remote access issues.
LEADERSHIP & STRATEGY
* Pivotal role in creating, implementing and conducting orientation training for new hires on systems and environments.
* Collaborated in developing the new hire PC Deployment process, which was utilized by all lower level technicians.
* Assisted in training lower level technicians on customer service and technologies, increasing overall productivity and technical competency.
TECHNOLOGY & BUSINESS SOLUTIONS
* Conceptualized, recommended and implemented PC-DUO inventory management and software deployment platform, providing the means to automatically track all capital assets, forecast IT budget for fiscal year, and deploy updates to desktops and servers. Defined budget, established schedule, and tracked all aspects of project.
* Created custom reports leveraging SQL, Visual Basic and Crystal Reports software on inventory, licensing and employee data for compliance tracking.
* Established relationships with vendors to procure hardware and software assets.
PHILADELPHIA HOUSING AUTHORITY – PHILADELPHIA, PA - 2000
HELP DESK TECHNICIAN
Provided desktop and help desk support to over 500 users across the city.
Assisted in rolling out new hardware and software; administered user accounts for Windows NT / 2000 and Lotus Notes servers; conducted backup operations for Windows NT servers; and troubleshoot issues with desktops, laptops, peripherals, mobile devices, and software.
TECHNOLOGY & BUSINESS SOLUTIONS
* Contributed to rolling out Windows 2000 to all workstations. Created desktop image leveraging Symantec Ghost software to support upgrade effort.
EDUCATION & CREDENTIALS
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MASTER OF INFORMATION SYSTEMS IN MANAGEMENT OF INFORMATION TECHNOLOGY (2008)
BACHELOR OF SCIENCE IN INFORMATION TECHNOLOGY (2007)
UNIVERSITY OF PHOENIX, COLLEGE OF INFORMATION SYSTEMS AND TECHNOLOGY
PROFESSIONAL DEVELOPMENT & CERTIFICATIONS
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Information Technology Infrastructure Library (ITIL) Foundation Certified Professional
Pursuing Microsoft Certified Systems Engineer (MCSE) Credential
TECHNOLOGY PROFICIENCY & LEADERSHIP
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OPERATING SYSTEMS:
MS Windows; MacOS, UNIX, Linux
PROTOCOLS:
TCP/IP, NetBEUI, WINS, DNS, DHCP
SOFTWARE:
Ms Office Suite, MS Exchange, Veritas Backup Exec, Crystal Reports, HP OpenView, MS RIS /SCCM, SMS, McAfee EPO, Ghost
LANGUAGES:
SQL, Visual Basic, C++, HTML
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