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IT Support Manager Resume Samples
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6-10 years of experience
Responsible for 12 direct reports
- Provide IT Support Services for 1047 Retail Stores and 415 Employees
- Vendor manager for 6 different vendors and 3 different depots
- Provide project management for multiple concurrent IT initiatives
- Recent projects: Office 365 migration for 450 users. Migrated 275 users to Windows 7. Completed 170 user hardware refresh. Developed processes to reduce SLA violations, increase department customer satisfaction rating.
- Championed a retail print solution initiative that has reduced field failures by 85% and cost of operation by 65%. Resulting in a net savings of $512,000 per fiscal year across implemented locations.
0-5 years of experience
Trained and developed team of Regional IT Support Specialists to replace formerly outsourced helpdesk and hardware support.
- Led Team responsible for preventative maintenance, level 1-3 technical support, repair and root cause analysis for [company name] Northeast, South and Central regions totaling more than 500 restaurants.
- Managed all rollouts and projects for the nationwide IT Support Team.
- Mentored other IT Support Managers in their development.
- Prepared and developed team for advancement resulting in 3 direct charges being promoted to IT Support Manager within 16 months (to fill three of five total IT Support Manager positions).
- Achieved performance rating of ‘1’, “outstanding in all areas of his or her position.” (2009, 2010).
0-5 years of experience
Represented IT, influencing executive management team decisions regarding software, hardware, training, and systems policies.
- Project Manager for numerous system launches including upgrades to Windows 7, Microsoft Office 2007, AutoCAD 2012, Revit 2012, and hardware upgrades.
- Responsible for asset management and replenishment for all IT inventory.
- Developed, implemented and maintained IT policies, procedures and guidelines for Systems Support and Operations.
- Led a team of three, in the direct day-to-day technical support for 300 staff members.
- Supervised and trained help desk technician and administrative staff.
0-5 years of experience
Represented IT, influencing executive management team decisions regarding software, hardware, training, and systems policies.
- Project Manager for numerous system launches including upgrades to Windows 7, Microsoft Office 2007, AutoCAD 2012, Revit 2012, and hardware upgrades.
- Responsible for asset management and replenishment for all IT inventory.
- Developed, implemented and maintained IT policies, procedures and guidelines for Systems Support and Operations.
- Led a team of three, in the direct day-to-day technical support for 300 staff members.
- Supervised and trained help desk technician and administrative staff.
0-5 years of experience
Managed a six-person level 2/3-tech support team that supported 2,400 users in the Greater Philadelphia area
- Negotiated expansion of team responsibilities (from local site only) to include support of Greater Philadelphia satellite locations and provide overflow support of Delaware Call Center operations
- Ensured that all bug reports were addressed in a timely manner and workload remained evenly distributed by gathered and analyzed monthly metrics
- Successfully lead Datacenter and Site Move project, completed all work site in two days, instead of allocated five
6-10 years of experience
Point of contact for resolution of OS, hardware, software, and mobile device issues for executives and business critical associates on the trading floor.
- Managed technical support team for Capital One bank branches in Manhattan.
- Analyzed ticket metrics and led changes to reduce ticket volume.
- Upgraded PCs for trading desk associates without interrupting business transactions.
- Created training materials to assist with rolling out new technologies.
- Trained technicians for mobility support
- Setup new users and provided one on one training when needed.
0-5 years of experience
Managed the implementation and delivery of new out-sourced support model
- Implemented a metric based system for measuring IT productivity
- Managed vendor support delivery and resourcing model
- Improved team efficiencies and support processes, resulting in 45% improvement in key support metrics
- Identified, developed, and implemented Standard Operating Procedures
0-5 years of experience
Managed helpdesk support structure, creating, monitoring and insuring completion of helpdesk support work orders for large (500+ users) multi-location international business publisher via automated ticketing system, averaging over 300 new work orders per week.
- Planned, coordinated and supervised technology deployment projects, moves, and roll-outs.
- Provided local and remote technical support for hardware, software, network, and telecommunications.
- Instituted user service satisfaction surveys and assessment program and presented reports to management.
- Consulted with principals of user departments to determine areas for service improvement.
- Initiated, researched, specified and submitted to vendors all IT hardware and software purchases, in amounts exceeding $3 million annually; received, documented, and deployed new equipment.
0-5 years of experience
Managed the availability of the Oracle ERP application set for production, beta and alpha environments (>130,000 users).
- For system outages, led the development and execution of restoration plans, conducted root cause analysis and assigned corrective actions (ITIL IcM and PbM).
- Communicated with Sr. VPs and C-level executives on status of critical escalations.
- Created a streamlined Major Incident and PbM process to manage all issues during US business day.
- Managed the IT relationship with the Services division during ERP transition.
- Met weekly with CIO and Services executive VPs.
- Recognized with MVP award for this work.
0-5 years of experience
Negotiated a major cable upgrade in the NY office from Cat 3 to Cat 5, cost saving of 80k.
- Implemented new procedures and training for Blackberry and Treo devices, using Good Technology.
- Managed a successful conversion of four offices in five weeks from Lotus Notes/Office 97 to Outlook/Office XP.
- Successfully negotiated RFP’s within project deadlines.
- Maintained team of 12 on Helpdesk, 1-3 tiers and also manage the firm’s training department.
- Spearheaded all technical aspects required to open the Chicago office, including router and server configurations and set-up.
- Successfully shutdown and restarted all network services during the Eastern power outage.
- Developed and implemented new procedures and employee time schedules for department.
0-5 years of experience
Managed Information Systems for various clients of this computer consulting firm
- Monitored and maintained a multi-platform network operating system based on Windows NT and Windows 2000 Server
- Acted as Helpdesk for 60+ workstations, troubleshooting all end-user software/hardware issues
- Repaired Desktops, Laptops and various Printer types
- Installed, upgraded, and trained users in the proper usage of various software applications
6-10 years of experience
Managed Product Supply Support group of 5-9 employee and contract programmer/analysts. Enhanced and supported 40+ supply chain applications providing 24/7 support to corporate offices and 12+ breweries and distribution centers throughout the U.S., including Mainframe, PC, UNIX, Citrix, COBOL, JCL, PowerBuilder, VB, Java, WebSphere, ASP, .Net, and FORTRAN. Performed annual Information Management and Retention (IM&R) review and disaster recovery exercise. Worked directly with customers to analyze business needs and design, develop, test, implement, and support any enhancements. Oversaw development of systems design specifications. Assisted in application development. Reviewed systems changes and approved installations.
- Reduced nightly processing cycle by 3 hours.
- Completed nightly batch cycle on time 100% over one year and 99% over remainder of tenure.
- Instrumental in converting production scheduling system from MS Access to Oracle, reducing application incidents by 20%.
0-5 years of experience
Provided desktop support for over 11 PCG Churches in North America
- Supported 115 end users in computer help desk and technical training on hardware and software
- Assumed systems admin role on Excellerate System Tracking Program
- Troubleshot iPads and Androids for trustee members
- Provided training to 250 members on use of Microsoft Office Applications
- Designed, supported, evaluated, and maintained telecommunications network and systems installed
- Tackled security issues concerning network including network address, routing table configuration, authorization of directory services, and prevented unauthorized access to systems
0-5 years of experience
Oversaw the implementation and handover of Oracle Retail applications and upgrades; starting with consultants for implementation and moving to on-site and off-shore support.
- Managed team of four on-site and twelve off-site professionals. This included the re-evaluation of talent and facilitation of organizational changes (including new hires).
- Collaborated with business teams to define IT strategy for Supply Chain, Warehouse/Distribution and Manufacturing.
- Directed strategic initiatives to achieve growth, cost reduction and supportability of IT.
0-5 years of experience
Implemented a Help Desk tracking system, TrackIT to provide a mechanism for tracking, reporting, and monitoring Help Desk issues and efficient follow-up resulting in improved customer service and Help Desk management.
- Applied ITIL methodologies to introduce service and support processes facilitating communication and improved follow-up regarding IT incidents and requests.
- Responsible for staffing the newly formed Help Desk, hired & mentored 2 excellent Help Desk Technicians greatly improving response times and customer service
- Co-lead and SME for Office 2010 upgrade to 650+ desktops and laptops located centrally as well as remote
- Project lead for deployment of Help Desk policies, processes and systems to international offices located in China and U.K.
- Direct supervisor for 2 Help Desk technicians in the U.S.
6-10 years of experience
Manage and monitor 8 technicians working for the IT Support team at 3 US locations along with creating and documenting procedures as needed. (Promoted from IT Support Specialist after1.5 years)
- Developed and implemented daily, weekly, monthly and quarterly metrics to measure team performance. Created quality plan for continual improvement efforts
- Designed and Implemented Asset and Contract database that improved asset tracking and software license tracking and usage
- Conducted weekly staff meetings, developed team MBOs and delivered bi-yearly performance reviews.
0-5 years of experience
Managed a 25 member team responsible for providing desktop support and communications resource coordination for executive-level Air-Force leaders across multiple Air-Force facilities within the Washington D.C area.
- Managed, and executed communications projects for all Air-Force General Officers and Senior Executive Service members within the Air Force District of Washington, up to and including the Secretary of the Air Force.
- Planned all IT support operations for over 600 VIP customers and managed, coordinated and direct an annual refresh of technology.
- Interfaced directly with VIP customers on a daily basis, to assess needs, build satisfaction, and meet the customer’s intent.
- Implemented processes and procedure in accordance with ISO9000 guidelines.
- Ordered, tracked and procured all communications equipment for VIP Customers within the Air Force District of Washington (AFDW).
- Developed and implemented trend analysis and quality management processes that became the program wide standard.
- Oversaw personnel recruitment selection, training, recognition and discipline within the team and evaluated performance.
0-5 years of experience
Managed Global IT Support team across 10 global locations. Deliver IT business services, establishing standardization to meet all business requirements. Provide and reduce IT expenditures resulting in organizational realignment, system refinement and significant cost savings.
- Responsible for building a support team that provides 24/7 global support coverage.
- Provided mentoring and leadership to staff, conduct staff performance reviews and create individual staff development plan as needed.
- Improved productivity and eliminated redundancies by instituting new technical support and training procedures that were implemented across organizations.
- Streamlined and refined internal processes to increase efficiency.
- Manage vendor relationships and decreased IT expenditures by establishing standardization and contact negotiation.
- Responsible for new facility build outs, planned and procure all necessary hardware for new site.
- Oversaw creation and implementation of Customer-Oriented Satisfaction program, which assessed and identified strengths and weaknesses of technical support policies and procedures.
- Responsible for ensuring performance metrics are achieved within SLA.
- Responsible for yearly budgeting and forecasting.
10+ years of experience
Directed overall management and coordination of daily IT support functions and daily departmental activities for 9 Department of Health Districts throughout the state of Mississippi including 104 clinics with a technical support staff composed of 10 member team.
- Organized and assigned work orders to appropriate Service Support staff and collaborate with support staff on assigned projects.
- Reviewed all Technical Support solutions and troubleshooting service functions within the agency to provide support for the information technology architecture including applications, hardware, software and security.
- Provided technical and managerial oversight and ensured management with IT support team.
- Performed analysis of service requests to establish trends for organizational improvement, need for hardware and software upgrades and the need for technical and/or end-user training.
- Developed and coached the Service Support staff which included but is not limited to, leave administration, coordination of on-call schedules, conflict resolution, task scheduling and management, performance reviews, general personnel management, and personal development of individual team members.
- Monitored technical support calls performance and end-user support.
- Performed desktop troubleshooting, upgrades and software configurations and remote desktop support. Perform user training and assistance on all hardware and software systems.
- Duties performed throughout state of Mississippi.
0-5 years of experience
- Promoted to Senior Level Manager of local and remote sites; supporting 1200+ users with 18 Technical support associates, 3 project managers and a business analyst.
- Developed strategy and provided direction by managing tactics for leveraging technology in business divisions.
- Managed all Infrastructure projects and implementations.
- Coordinated technology service functions and interfaced with business units including all management levels to provide day-to-day support.
- Maintained high quality customer service in functional areas by defining service level objectives and performance measures.
- Led and directed teams, hiring efforts, staff development and deployment according to business needs/strategic staffing plans.
- Developed, maintained and monitored budgets for local and remote sights to include expense and capital expenditures.
0-5 years of experience
Provided technical support and resolved networking issues for client database connectivity.
- Provided customer support over the phone on products and services, placing orders, invoicing and shipping
- Experienced Windows Server 2003 File Server and applied different NTFS permissions.
- Remotely fixed issues, requests and added and removed users in Active Directory and applied permissions.
- Assisted in outlining, functionality and GUI design of an iPhone application for zip2tax.com.
- Worked extensively with MS Visio, Adobe Photoshop Adobe Dreamweaver and JavaScript for website
- Consulted clients on how to embed scripts and code to connect to the databases using different languages such as PHP, ADO, ASP, SQL and MDB data queries.
0-5 years of experience
Part of the team moving paper based invoicing to electronic on the flagship $75m per annum Rolls-Royce Facilities Management Contract.
- Oversaw the implementation of asset management system software across 9 locations of extremely high value assets and infrastructure.
- Responsible for the accurate production of over $6m of monthly invoicing, across 8 service lines from 9 locations.
- Headed up a team collecting, verifying all Facilities Management asset data, across 9 Roll-Royce sites for upload to asset management software.
- Responsible for monthly measuring and reporting all KPI’s against SLA’s across all service lines for the Project Management Team.
- Developed and delivered training for over 100 employees in the use of new upgraded asset management software.
0-5 years of experience
Implemented and managed all technical and operational support for the 60 NY end users of the $22 billion private equity/hedge fund based in Providence, RI. Responsibilities included providing hands on IT support for the NY trading desk, as well as working on global initiatives and issues as they arose.
- Spearheaded the expansion of Toshiba PBX to accommodate rapid office growth and to ensure redundancy. This included the integration of analog IPC Max turrets to support trading desk. Developed very strong Toshiba Network eManager administration skills to troubleshoot and support all telephony issues
- Resolved all NY desktop issues related to Windows XP / 7, Acronis Backup and Recovery, and Mac OS X
- Provided daily administration of Active Directory 2003, built and managed all NY Windows 2003 and 2008 servers, Exchange 2003, WSUS, Blackberry Enterprise Server 4.1, Symantec Backup Exec 12.5, Endpoint and Enterprise Vault
- Provided iPhone, iPad, & Smartphone support using Good Mobile Messaging and Security for MS Exchange
- Personnel Management included hiring, developing, and evaluating staff with varying levels of expertise
- Additional responsibilities included: vendor relationships, management of all NY helpdesk tickets, assuring up to date inventory and documentation, and delegation of users technical needs
0-5 years of experience
Provided hands on technical support and services to National Datacast customers (PBS, NDI, Gemstar TV Guide, Microsoft); communicated, resolved and implemented customer processes, technical support and network issues.
- Oversaw and provided IT administration and Helpdesk support for Internal National Datacast employees.
- Managed National Gemstar TV Guide network (over 348 field offices nationwide supplying data to COX, Comcast, Time Warner, etc.).
- Planned, implemented and expanded hardware, software and telecommunications equipment. Evaluated and recommended hardware and software products and purchases to enhance IT services.
- Contractually managed field operations personnel to ensure resolution of network problems.
0-5 years of experience
- Provided client-side and server support for as part of a team of 4 full-time IT support staff. This involved supporting 160 staff and 1250 students on a Windows Server domain of approximately 370 laptops & desktops and 35 servers, as well as delivering staff training.
- Successfully spearheaded one of the earliest wide-scale Windows Vista adoptions in the state education sector (commenced April 2007).
- Designed and implemented a full web-based print reporting and accounting system which reduced printer running costs by nearly 60%, and virtually eliminated waste printing, without having to introduce a quota system.
- Line manager responsibilities for the two IT Support technicians.
0-5 years of experience
Implementation Manager
- Managed human resources of multidisciplinary team of eleven information analysts, business analysts, and trainers.
- Traditional administrative personnel functions with hiring, coaching, employee Relations and resource planning at various levels.
- Responsible for supply chain customer solutions for many of retail’s top ten, including Target, Wal-Mart, Federated, Nike, Reebok.
- Coordinated all infrastructure to ensure new clients’ solutions were risk free.
- Redefined requirements, allowing better support of 30% larger client base with 1/3 less resources.
- Improved staff morale and performance by creating awareness of department’s contribution to company’s big picture.
- Reduced organization’s training time, providing a more relevant training and less time away from their desk. Resulted in savings of $225,000 yearly.
6-10 years of experience
Supervised computer and network support section. Responsible for training technicians as well as providing professional development and career guidance for subordinates.
- Maintained personnel files of subordinates
- Trained personnel in equipment use
- Reported network and work section status during update meetings
- Configured version updates
- Used MS Visio to diagram networks
- Maintained supported networks with a 99% uptime
- Mentored 2 junior technicians guiding them to promotion
- Awarded 3 Army Commendation medals and 3 Army Achievement medals for superior performance
0-5 years of experience
Achieved a worry free office technology environment with superior interconnected shared data and application Windows servers, networking equipment including routers, unmanaged switches, firewalls, printers, and cabling (CAT5).
- Only IT support on staff; trusted source owner and managers relied on for all IT related purchases.
- Constructed fast data exchange on the network through development and implementation of a six location site-to-site and individual mobile client based VPN topology.
- Assembled a sustainable, recoverable Backup (BU) and Disaster Recovery (DR) program with on-site Windows servers in an Active Directory Domain for 6 locations using Windows Server Backup.
- Provided fast, cost saving, end user, hands-on support via on-site, over the phone, and remote support using Terminal Services Remote Desktop.
10+ years of experience
Managed and trained support team
- Implemented Microsoft SharePoint site to manage ticketing, issues and documentation
- Custom-built computers for all labs and optimized all computer systems
- Oversaw and established daily that student and office networks were functioning optimally
- Managed the inventory data, assisted with and coordinated the procurement of hardware by researching cost effective computer components and systems as well as peripherals within company budget
- Identified and eliminated hardware and software problems
- Reduced computer system failures by over 95%, thereby ensuring that computers ran efficiently
- Maintained the computer labs on a daily basis
- Completed numerous time sensitive projects as a consultant
0-5 years of experience
Hired, trained, managed, and developed a strong team of IT technicians.
- Managed the deployment, maintenance, and support of all desktop and classroom technology for the school with the largest freshman class in Oklahoma.
- Served as the point person for all new projects related to a 4000 PC base.
- Coordinated technical support for on and off-campus media events.
0-5 years of experience
Supervised workers. Engaged in problem-solving, monitoring, and installing data communication equipment and software.
- Ensured customer satisfaction by providing online/phone technical support
- Performed tests on machines to ensure that no malware/viruses were present
- Answered users’ inquiries regarding computer software and hardware operation to resolve problems.
- Write procedures and various technical documents
- Built and customized desktops for clients
6-10 years of experience
Managed approximately 20 staff members in a high performance medical record scanning team. Set expectations and goals, monitored results, and counseled staff accordingly.
- Managed high performance IT Support team of 6 people supporting the network, telecom and Helpdesk operations for 300 users over 5 medical offices.
- Project managed to success and on time a phone reporting system, web site filtering system, security camera system, billing scanning solution and trained administrative and user roles for all systems.
- Managed vendor purchases and support services along with insuring maintenance agreements are active and discontinued.
- Quickly and effectively solved user and department challenges.
- Trained staff on using various equipment, including but not limited to scanners, copiers, printers, credit card machines.
0-5 years of experience
- Designed, launched and managed company’s IT Internal Support Division
- Worked with developer to design system allowing users to submit requests via Lotus Notes database which dramatically improved turnaround time for customer software, hardware and telephone issues.
- Wrote Help Desk procedures and set up system to track/report Help Desk stats
- End-user software/PC support
- Trained and supported customers on Microsoft, Lotus Notes, Syteline, and Cognos
- Set up and managed training facility and all facility equipment and computers.
6-10 years of experience
Held a managerial position for over 7 years in retail business
- Provided computer programming support and owned the project to convert existing inventory and accounting systems to a fully computer-based automated system
- Trained and managed employees and built the infrastructure from scratch
- Communicated with clients and stakeholders
0-5 years of experience
Procurement of hardware and software for the company.
- Spearheaded the transition from an entry level ERP platform to a medium size platform.
- Set up routers and switches, ran patch cables from offices to server room.
- Maintained daily back-ups and configured firewall.
- Tech Support and troubleshooting desktop computers and laptops. Hardware upgrades and repair.
- Maintained laser printers, impact printers and copiers.
- Trained and supported office staff on Windows office application
0-5 years of experience
- Developed and implemented overall Support/Helpdesk strategy for H&M North America, covering over 160 retail and office locations in US, Canada, and Mexico.
- Managed distributed team of direct reports in New Jersey, Manhattan, Toronto, and San Francisco.
- Performed program management duties for IT projects to open 81 new retail locations.
- Initiated development of “follow-the-sun” support hub strategy after H&M’s designation of US datacenter as its secondary hub (with Stockholm as primary and Hong Kong as tertiary).
6-10 years of experience
Provided coaching, mentoring and leadership to Level 2 desktop support team of (19) direct reports in
(13) locations
- Create and deliver performance management plans and direction to staff
- Participate in setting department strategy and performance goals
- Held frequent staff and one-on-one meetings with direct reports
- Developed and maintained relationships with business leaders and colleagues in various company
- Administered department SharePoint site for content and user permissions
- Participated in the same duties and responsibilities of direct reports to maintain working manager role
- Frequent travel to company sites across North America
6-10 years of experience
Job responsibilities included upgrading, maintaining and supporting an enterprise organization with over 100 clients (PC & Mac) and 10 servers, both local and remote, within a multiple computer platform environment.
- Support of the main business, manufacturing, warehouse and shipping system consisting of a proprietary Unix platform serving both PCs, ADDS terminals, production data collectors, wireless fork-truck mount computers and barcode scanners.
- Managed the corporate e-mail system and Outlook clients, which involved the transition from Microsoft Exchange 2003 to Microsoft Exchange 2010. Supported a BlackBerry Enterprise Server for 30 BlackBerry devices and managed the transition to Apple iPhones and iPads.
- Worked with Cisco routers, ASA devices, HP Proliant switches, Cisco wireless access points & bridges, T1 lines with multiple connectivity complexities.
- Responsible for the purchase, installation and training of corporate users on new hardware/ software platforms and ancillary equipment.
- Implemented a “Help Desk” approach to daily technology issues and solutions in both the front office and manufacturing environments.
- Observed and enforced company guidelines with regard to software licensing, Internet and e-mail usage. Worked independently while following company policies & standards with regards to the corporate information network. Coordinated with other administrative staff as appropriate for the quick resolution of customer problems. Participated in collaborative projects as assigned by the executive management team.
0-5 years of experience
- Managed support department for a clinical laboratory.
- Maintained network infrastructure for all laboratory machines, computer interfaces and diagnostic equipment
- Maintained all computer hardware and oversaw equipment maintenance.
- Trained and supervised billing and data entry staff.
0-5 years of experience
IT Support Manager responsible for support on MSExchange & Instant Messenger; SEC, NASD, NYSE regulated companies are required to archive all electronic correspondence. Managed a technical support staff of six operating on a 24×7 schedule for U.S. based clients. Sales Engineer when needed, assisting the sales division in helping land new and potential future clients.
- Managed a technical support staff of six on a 24×7 rotation.
- Provide the SEC with retrieved archived data for use in conjunction with suspected insider trading practices.
- Provide migration steps to new clients as well as host a weekly support staff meeting coordinating system wide changes such as Firewall and Router upgrades to meet Five Point’s requirements.
- Review and Identify problems or potential issues pertaining to Hosting, Fetching of data, and Email through MS Exchange.
6-10 years of experience
To provide technical support and increase client revenue for a collections attorney.
- Spoke to clients daily and updated them with our progress and strategy on large portfolios.
- Responsible for handling collection data information using spreadsheets on MS Excel, for our commercial clients whose interest is recovering funds from unresolved accounting issues.
- Collected on delinquent accounts using advanced investigation software (Accurint, Innovis, Lexis Nexis) on our STARS and EAGLE software.
- Handled a major software conversion from STARS to EAGLE, required to analyze and report software errors for thousands of client accounts.
- Built custom computers to cut cost for the company and vigorously implemented them to our network.
- Managed network needs, printer issues, hardware replacement, email configuration needs and more.
6-10 years of experience
- Managed Technology operations for Accenture in all Florida Offices
- Implemented projects ranging from network operations to customer support/service initiatives
- Managed Florida technology budget for operations and support
- Developed strategies for continuous improvement and Service Level Compliance
- Created strategic implementation plans on initiatives from software rollouts to hardware replacements
- Participated in Regional/Americas-wide initiatives to develop and implement standard software images
- Promoted to Consultant Level 1998
0-5 years of experience
Coordinated schedules, work priorities and daily activities of PC technicians to ensure the thorough investigation, accurate diagnosis and timely resolution of end user problems
- Overhauled Help Desk operations and produced repetitively successful processes utilizing the Track-IT ticketing system
- Worked closely with outside vendors to evaluate products and assure that existing vendor service level agreements were met.
- Created and maintained user account information in Active Directory, including rights, security and systems groups
- Was part of the Sarbanes-Oxley compliance taskforce
- Involved with the upgrade from a Novell based network to a Microsoft based network.
- Took part in the administration and planning of a company-wide migration from Groupwise 6 to Exchange.
- Moved to Interceramic for a better professional opportunity
0-5 years of experience
Recruited to establish and manage enterprise-wide network infrastructure. Oversee companywide efforts to identify and evaluate all critical systems. Design and implement IT processes and procedures and perform cost benefit analysis on all recommended strategies. Collaborate with external auditors to conduct in-depth compliance audits and penetration testing, presenting all results to senior management. Develop curricula and facilitate awareness training for management and employees
- Spearheaded the implementation of a new back-up solution (LiveVault).
- Virtualized two Citrix servers using VMware.
- Administered Citrix 4.0, 4.5 server and support Xen Desktop.
- Maintained working vendor relations regarding IT solutions.
- Administered wireless telecom solutions to enhanced communications and lowered costs.
- Created company policies and procedures governing corporate system back-up, email retention, access control, and incident response.
- Maintained all of company wireless service, devices and invoice analysis.
- Maintained all security policy information for audit review.
6-10 years of experience
Spearheaded the taskforce to migrate Omron Service Centers from the Macola ERP system to JD Edwards.
- Installation and maintenance of new servers to support JD Edwards and Lotus Notes.
- Provided training and ongoing IT support to 10 Remote Service Center Locations.
- Developed custom reporting and software applications using ODBC connections through Excel and VB.Net.
0-5 years of experience
Led a team of on-site consultants for a services support contract with the US Government, PEO
EIS TIS logistics suite
- Redesigned helpdesk process and oversaw knowledgebase implementation
- Negotiated service level agreements
- Primary Government liaison for monitoring overall project support
- Travelled to military installations to attend and present in project status meetings
- Decision maker to the primary contractor’s performance award
0-5 years of experience
Hired as Network Support Engineer to install, support and train users on new, networked emergency department patient tracking system. Promoted to IT Support manager in charge of customer support services for 30+ client sites including on-site and 24-hour on call support. Managed and participated in trade shows and presentations.
- Attained high client satisfaction for deployment, custom program development and implementation, and resolving system and interface issues.
- Quickly resolved customer requests concerning system problems from simple training to complex networking situations.
- Effectively maintained in-house network (Novell and NT) including daily backups and user account maintenance.
0-5 years of experience
Managed procurement vendors’ selection and annual evaluation process.
- Negotiated credit terms conditions with over 90% of vendors.
- Managed monthly procurement budget (60- 90K) for maintenance, safety equipment and operating supplies.
- Negotiated communication infrastructure acquisition and maintenance plans.
- Created required ISO 9000 documentation for initial certification in the procurement organization.
- Defined IT hardware and software maintenance plan.
- Managed 2 full time employees and 2 temporary IT staff.
0-5 years of experience
Radio Host for “Computer Talk” Radio show on various [company name].Managed IT Department for five radio stations in 4 separate buildings/locations.
- Managed team of 5 technicians.
- Created employee schedules.
- Delegated work to each technician, daily.
- User support for all technical needs, including web pages.
- Build sales through advertising and assisting sales staff with metrics and website statistics.
0-5 years of experience
Manages the day-to-day level 2/3 local support team that supported 1000 local customers
- Accountable to reduce total cost of ownership on software compliance within each business unit
- Responsible for the efficiency of a team of 25 technical resources to meet customer expectation
- Accountable for the development, training and mentoring of all support agents
- Responsible for departmental $4.4 M budget for IT services
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Last edited by: Gabriela Barcenas, CPRW, Content Writer II -
Gabriela Barcenas
CPRW, Content Writer IIGabriela is a Certified Professional Resume Writer (CPRW) and career adviser. With 10 years of digital media experience and five years of resume writing expertise, her publication history includes fashion, education, travel, social justice, equitable design and career advice.
