Manager Software

William R Black

**** ****** ***** • Dyer, IN ****1

219-***-**** • xmwhcw@r.postjobfree.com

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SUMMARY OF QUALIFICATIONS

• 12+ years in IT management in charge of strategic direction, budget preparation, vendor relationships and support planning for the Helpdesk, Desktop and Mobile support teams.

• Skilled in evaluating current and future technologies and leading purchase planning to support both short and long-term goals.

• Technically sound in all Windows environments with strong troubleshooting skills. Continue to be a “hands on manager” by working directly with the user community and by mentoring direct reports while working with them on resolutions to difficult issues.

PROFESSIONAL EXPERIENCE

Manager, IT Client Services

Aspect Software 2000 to July 2012

• Manage a global staff of 19 people and worked with them to provide support for all Desktops, Laptops, Mobile devices and IT approved applications for 2200 employees

• Managed and maintained Microsoft Windows applications and systems including but not limited to Windows XP, Vista, 7, and Windows Server 2003 and 2008.

• Approve moving software, hardware and telephony modifications into production.

• Experience with the full staffing lifecycle, including interviewing, hiring, mentoring, training, performance management, promotions and terminations.

• Oversee the performance of multiple projects and review project status on a regular basis with project team members

• Develop, implement, and enforce policies and procedures in accordance with best practices

• Managed Laptop/Desktop replacement program. Managed a $1.2 million budget for yearly laptop refresh. Responsible for all system procurements and replacement schedules globally.

• Developed an Asset Inventory Data Base to track and control all IT deployed assets.

• Responsible for determining all hardware specs for laptops, desktops and Mobile Devices.

• Manage contract responsibilities for all hardware and software globally.

• Responsible for corporate laptop/desktop images. Image creation, testing and deployment using Ghost and Microsoft MDT.

• Experienced with SCCM for patching and software deployment.

• Work closely with all internal departments to understand IT support needs.

• Monitor call tracking systems for the Helpdesk and Desktop Support Teams to ensure SLAs.

• Created case reports using BI to show performance of all IT support teams.

• Globally manage all new software and hardware upgrades and rollouts for the user community including a recent migration of XP to Windows 7 plus Office 2007 to Office 2010.

• Past rollouts... OS rollouts (Windows 2000, Windows XP). Lotus Notes to Exchange, Norton Antivirus to McAfee, Office 2003 to Office 2007 to Office 2010, IPass, etc.

• Experience with Microsoft Lync 2010. Managed rollout, upgrade and support of Microsoft OCS/Lync to all employees globally. Worked on Microsoft TAP program for Lync 2010 and recently the new Lync 15 offering.

• Managed merger and acquisition activities for Concerto Software, Rockwell Firstpoint and Aspect Telecommunications. Laptops, desktops, AD changes, telecom, etc.

• Manage day to day Active directory changes for users and computers

IT Helpdesk and Desktop Support Supervisor

Rockwell FirstPoint Contact 1998 to 2000

• Managed a 7 man team which provided worldwide support for all Desktops Laptops and IT approved applications for 800 employees.

• Mentored and trained COOPs and full time employees to provide tier 1 and tier 2 support for laptops, Desktops, network and IT approved applications.

• Provided call tracking reports to show SLA compliance.

• Created IT support Knowledge database.

• Developed Laptop/Desktop replacement program. Managed all system procurement and replacement schedules worldwide.

• Decision maker for hardware requirements to match budget and company need.

• Created Asset database for all IT assets.

• Managed corporate image creation utilizing Ghost and Altiris.

• Worked with all internal departments to understand IT support needs

• Managed OS upgrades Companywide.

• Rolled out a number of critical application companywide including IPass, Cisco VPN, Office 2000, Lotus Notes, etc.

Technical Team Lead Software Development Lab

Rockwell FirstPoint Contact 1994 to 1998

• Handled all hardware and software support for the Software Development Lab.

• Maintained 150 servers, 100 desktops, plus Cisco routers and switches.

• Supported Rockwell ACD systems.

• Developed a Lab Ghosting process.

• Managed all hardware and software procurement.

• Managed all venders for telecom, network and hardware purchases and support.

• Mentored and trained COOPs who helped support the lab and provided QA testing as well.

• Responsible for all installations and reconfigurations of all lab equipment as needed.

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