IT Service Desk Manager

• Apr 2023 - Present

Manager, IT Support Services

• Sep 2014 - Apr 2023

Supervise Service Desk and Help Desk Technicians supporting agency executive and non-executive staff members Completed yearly performance reviews, provided leadership and coaching in order to exceed agency goals Fostered vendor relationships with Hewlett Packard, Dell, Clark Powell, etc to support agency IT infrastructure Project Manager for VoIP project; transitioned agency from analog telephony systems to VoIP systems Implements critical IT policies to ensure business continuity goals achieved within JIRA service levels Managed upgrade projects of agency infrastructure to include cabling, security, and audio visual meeting spaces Maintained IT inventory of laptops, tablets, cell phones, desktops and other hardware and equipment Supervised IT Helpdesk and IT Support Desk Staff; ensuring timely resolution and triage JIRA service requests Transitioned agency to remote only during Covid Pandemic; provide h/w transition to work anywhere model Created procedures; application installation, virus remdiation, desktop imaging and other support functions Show less

Director, IT Support Services

• Aug 2013 - Sep 2014

Supervised Service Desk Technicians, Help Desk, Agency Print Shop technicians in support of agency Managed and coordinated IT support of statewide bus shops and remote workers in 46 counties Coordinated with department heads on all IT matters while ensuring IT best practices guided projects Developed policies for new Help Desk function to enhance ticket response; establish agreeable service levels Project Manager; executed desktop refresh project replacing 2700 laptops, desktops and monitors Enhanced BMC Footprints; facilitate efficient service level adherence; improved ticket response time Created career paths for IT technicians; resulting in advance skill levels and increased employee compensation Collaborated with Network Services to ensure continuous operation of the agency wired and wireless network Created new IT Trainer position; to provide agency staff current cloud, VDI, and remote work training Show less

USA Technical Support Manager

• Sep 2007 - Jun 2013

Responsible for providing technical development and leadership to a group of support specialists Support large corporate initiatives including recruiting, employee retention, and process improvements Put in place the disciplines and processes to ensure incidents were handled within established SLA’s Partnered with sales team; created strategic training; ensured smooth pre-sales to deployment of IT hardware Nationwide travel to customer sites to conduct training, trade shows or other events to increase sales Developed on and offsite customer training events on network cameras and wireless products Worked closely with CEO, CIO, and Sales VP to develop, test, and position hardware to reseller marketplace Serve as primary product expert for all USA based product offerings Show less

Field Systems Administrator

• Jan 2001 - Sep 2007

Technical Liaison for sites in Central and South Florida: include Tampa, Plant City and Pompano Beach Conduct hardware, software, and network troubleshooting and problem resolution Responds to user problems/calls to insure continuity of service using Remedy Call Management system Provide RMA support of client hardware and peripherals; coordinate solutions between multiple vendors Installed and configured servers, workstations, and printers, including service packs and other updates Repaired and upgraded Compaq, Dell, HP, IBM workstations and notebook computers Installed and configured peripheral devices, to include Blackberry, PDAs and mobile devices Define, maintain, implement, support and troubleshoot software/hardware relating to Windows servers Provides full support of all systems, documenting and communicating changes complying with Sarbanes-Oxley Maintain disaster recovery procedures, managed tape backups and installed Dell Powervault tape devices Deploy machines to end-user; perfume desktops images using WINPE and Ghost imaging software Responsible for network maintenance and implementation for Windows 2003/XP network consisting of 100 PC’s locally; configure TCP/IP, DNS, WINS settings on client workstations Perform upgrades and migrations in multiple locations; follow change management processes defined by client Installation switches and routers, responsible for onsite network connectivity in company wiring closets routers Desktop installation of proprietary software titles in Windows XP/2000, SAP, Reflections, Crystal Reports, etc Assist with planning and installation of network cabling infrastructure; maintained Cisco routers and switches Show less

Desktop Support Technician

• Jan 2000 - Jan 2001

Responsible for analyzing and resolving desktop, portable, and peripheral hardware issues for 4,000 users Solved day-to-day desktop hardware and software break fix issues, MACS and special projects Responds to user problems/calls immediately to insure continuity of service using call management system Establish remote network connectivity by configuring Citrix client on remote desktops and laptops Assisted with software deployments and remote desktop utilizing Microsoft System Management Tools Configured mainframe connectivity using IBM 3270 Personal Communication software and Q3270 Emulation Assist with installation of network cabling; maintained Cisco switches in twenty different CAT 5 wiring closets Install agency software: SAP, Oracle, VPN, Reflections, Natural One, and other ERP and HR applications Show less

Information Technology Help Desk Manager

• Jan 1999 - Jan 2000

Managed 24X7 Help Desk staff Created policy and procedures for support staff Conducted interviews and supervised employee retention program Managed 24X7 Help Desk staff Created policy and procedures for support staff Conducted interviews and supervised employee retention program

Technical Sergeant

• Mar 1983 - Jul 1998