IT Service Manager
Resume:
Marc Anthony McLean
San Francisco, CA 94133
650-***-**** Cell
**********@*********.***
INTRODUCTION
Possess strong IT leadership with the ability to effectively coordinate and direct staff to align with the business strategy as well as potential and planned business initiatives. Specialty is in the area of IT Operations including Service Desk, Field Engineers, and Application Support. Ensuring quality customer service and technical excellence is the underlying premise which guides my leadership.
PROFESSIONAL EXPERIENCE
DPR Construction-Redwood City, CA
(March ’08-Feb. ’09)
IT Service Desk Manager
Responsible for the hiring, training, and coordination of Service Desk staff which supported a 1200+ user community.
Managed the operation of the Service Desk, and Application Support Team.
Participated in the development and forecasting of 4 million dollar IT operating/project budgets for IT Operations including the Service Desk, Field Service Engineers, and Application Support Team.
Developed and implemented processes in line with ITIL standards including escalation, operational metrics and reporting, controls for managing SLA/OLA’s, and Production Control/Change Management.
Responsible for all IT communications interfacing with the business customers, key stakeholders, and third party service providers.
PEROT SYSTEMS
Catholic Healthcare West-San Francisco, CA
(Feb.’07-March ’08)
Desktop Support Specialist
Provide Desktop/Network Administration support at client corporate office that consists heavily with the support of MS Office Suite ,VPN, network connectivity, file and print sharing, scanning configuration, BlackBerry administration, application installs/upgrades/patches via Marimba.
Proficient with various tools and utilities such as VNC, Dameware, Macafee, Norton, Adaware, and Veritas Backup Exec.
PEROT SYSTEMS
KB Home Builders-Plano, TX
(Aug.’04-Jan ‘07)
Help Desk Asst. Team Lead
Supported a nationwide user community of 1500+ in helpdesk environment with the following: Win 2K/XP, Active Directory, MS SQL Server, MS Office Suite 2K/2003, AS/400 including JD Edwards, RAS, VPN, Wireless Networks and proprietary Business Applications.
Co-managed a team of 10 technical support agents.
Performed various managerial duties such as agent hiring/performance monitoring/training, ensuring client SLA’s are being met, and reporting operations measurements to upper management.
PC Service Solutions-Richardson, TX
(March ’01-March ’04)
Owner (SELF EMPLOYED)
Provided onsite technical support, computer repair, maintenance, and consulting for Home and Small Business.
Supported Win 95/98/XP, MS Office Suite 97/2K, and various off the shelf packaged applications.
Installed, configured and maintained wireless networks and LAN’s.
Provided onsite consulting and training.
Bank Of America- Dallas, TX
(May ’00-Nov. ’00)
Business Analyst I (CONTRACT)
Provided LAN/WAN and business application support.
Supported the Private Bank sector and Investments Dept. with network support in a Win NT 4.0 environment. Also supported AS/400 and mainframe applications, as well as remote dialup support.
Utilized the following utilities: SMS, Telnet, Tivoli, ProComm Plus, PC Anywhere, User Manager, and other network administrative tools.
IBM- Dallas, TX
(Feb. ’99- Nov. ’99)
Software Support Analyst-TEAM LEAD (CONTRACT)
Initiated start-up Help Desk where I worked to implement all guidelines and standards for all Help Desk operating processes and procedures.
Responsible for the creation and editing of all technical support documents and user guides.
Supported Via Voice telecommunications speech recognition application.
Performed local and remote server administration.
Provided technical support for internal users and external customers for general network support, speech recognition program, Lotus Smart Suite, LDAP Directory, and Netscape Navigator.
Configured and installed T1 multiplexer, patch panels.
Dallas HB Distribution-Richardson, TX
(Dec.’97-July ’98)
Technical Services Manager
Managed technical department responsible for the production, repair, and upgrade of all PC’s.
Provided telephone and onsite technical support for Win 95/98/NT3.51, MS Office.
Performed onsite installation and service support for all corporate accounts including EDS and Texas Instruments.
Prepared various performance and reconciliation reports.
Micro Warranty Services-Irving, TX
(Dec. ’96-Dec. ’97)
Help Desk Manager/RMA Department Manager
Supervised the technical support Helpdesk of 8 technical support agents.
Performed various duties associated with the position including: handling escalated technical and customer support issues, call monitoring, call tracking, and product training.
Managed the Warranty Department comprised of a 4 person staff.
I generated various reconciliation and product inventory and service reports.
Implemented a parts tracking/recovery policy and procedure which significantly reduced the cost incurred by unrecoverable product.
EDUCATION
University Of Texas @ Arlington
Arlington, TX
JJ Pearce H.S.
Richardson, TX
CERTIFICATIONS
Dell Certified Technician
ITIL Foundation Service Management Certified
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