VP, IT Operations & Project Mgmt

• Jan 2022 - Present

Director, IT Operations

• Jan 2019 - Jan 2022

Desktop Support Manager

• Jan 2014 - Jan 2019

IT Helpdesk management · Responsible for IT Helpdesk that supports over 1100 users at 110 sites. · Monitor Helpdesk tickets and oversee daily performance of computer systems. · Keep up-to-date on developments in computer and network vulnerabilities within our network. · Proactively address potential system-wide issues to minimize downtime. · Review incoming requests, troubleshoot issues, and delegate tickets to appropriate engineers. Assist with Desktop Support responsibilities… Show more IT Helpdesk management · Responsible for IT Helpdesk that supports over 1100 users at 110 sites. · Monitor Helpdesk tickets and oversee daily performance of computer systems. · Keep up-to-date on developments in computer and network vulnerabilities within our network. · Proactively address potential system-wide issues to minimize downtime. · Review incoming requests, troubleshoot issues, and delegate tickets to appropriate engineers. Assist with Desktop Support responsibilities (see previous positions) as needed. · Manage the installation of software via manual deployment and remote installation solutions including Altiris Deployment Solution, WDS, and SCCM. · Developed standard operating procedures, process controls, and metrics for daily Helpdesk management. · Train Helpdesk staff and act as backup during periods of staff shortage and increased workload. · Conduct performance reviews for Helpdesk staff. Customer service · Consistently meet and exceed service and quality standards. · Ensure Helpdesk staff resolve customer issues efficiently and effectively and that customer satisfaction is consistently met. · Identify and address chronic customer issues by creating and maintaining complaint log. · Address negative customer feedback professionally and patiently, and defuse volatile customer engagements with courtesy and calm. Hardware and software inventory management · Manage hardware inventory for corporate and 110 remote office locations. · Created and continue to maintain inventory support logs and databases. · Manage all software licensing (MS Volume Licensing, CALS, Adobe, etc). Account and permissions administration · Provision, modify, and delete user accounts and teams within Microsoft Active Directory, Exchange, and Office 365. · Set and modify user and group permissions, reset passwords, and perform other account management tasks as needed. User training · Responsible for implementing and teaching Adobe Acrobat classes to company employees.

Senior Desktop Support Analyst

• Jan 2010 - Jan 2014

· Provided IT support to non-technical personnel within the company. · Managed call flow and responded to technical support needs of customers. · Evaluated and responded to incoming calls and requests for technical support. · Resolved customer issues in a clear, courteous, and straightforward manner. · Identified and solved technical issues with a variety of diagnostic tools. · Resolved problems with malfunctioning products. · Followed up with clients to ensure optimal… Show more · Provided IT support to non-technical personnel within the company. · Managed call flow and responded to technical support needs of customers. · Evaluated and responded to incoming calls and requests for technical support. · Resolved customer issues in a clear, courteous, and straightforward manner. · Identified and solved technical issues with a variety of diagnostic tools. · Resolved problems with malfunctioning products. · Followed up with clients to ensure optimal customer satisfaction. · Conducted research to address customer concerns. · Installed software, modified and repaired hardware, and resolved technical issues.

Desktop Support Analyst

• Dec 2004 - Jan 2010

· Provided end-user troubleshooting and support on Windows systems, mobile devices, and printers. · Resolved issues with hardware, software use (e.g. word processing, email, operating systems, etc), software installation and configuration, and printing. · Built, configured, and set up devices including desktops, laptops, mobile devices, and peripheral hardware. · Installed and configured operating systems and software on company equipment. · Maintained accurate hardware and… Show more · Provided end-user troubleshooting and support on Windows systems, mobile devices, and printers. · Resolved issues with hardware, software use (e.g. word processing, email, operating systems, etc), software installation and configuration, and printing. · Built, configured, and set up devices including desktops, laptops, mobile devices, and peripheral hardware. · Installed and configured operating systems and software on company equipment. · Maintained accurate hardware and software inventory, and liaised with vendors to maintain inventory supply.

Administrative Assistant

• Dec 2003 - Dec 2004

· Answered calls and emails and quickly escalated up to IT Helpdesk. · Planned and coordinated logistics for Helpdesk. · Created detailed expense reports for Senior VP/Director of IT. · Managed office supplies inventory, vendors, and general department organization and upkeep. · Handled incoming and outgoing calls while transcribing accurate messages. · Greeted and directed visitors including VIPs, vendors, and interview candidates. · Routed deliveries and courier… Show more · Answered calls and emails and quickly escalated up to IT Helpdesk. · Planned and coordinated logistics for Helpdesk. · Created detailed expense reports for Senior VP/Director of IT. · Managed office supplies inventory, vendors, and general department organization and upkeep. · Handled incoming and outgoing calls while transcribing accurate messages. · Greeted and directed visitors including VIPs, vendors, and interview candidates. · Routed deliveries and courier services. · Opened and distributed incoming mail.

Classroom Assistant

• May 2003 - Jul 2003

· Planned, implemented, monitored, and assessed a classroom instructional program in accordance with Board of Education goals and regulations. · Assisted students in European Computer Driving License (ECDL) summer classes, giving them a greater understanding of the workings of application software, i.e. Microsoft Software, as well as general computer use and care. · Planned, implemented, monitored, and assessed a classroom instructional program in accordance with Board of Education goals and regulations. · Assisted students in European Computer Driving License (ECDL) summer classes, giving them a greater understanding of the workings of application software, i.e. Microsoft Software, as well as general computer use and care.

Supervisor

• Apr 2000 - Jun 2003

Receptionist

• May 1999 - Apr 2000

· Handled incoming and outgoing calls while transcribing accurate messages. · Responsible for arranging appointments, filing, word processing, and handling cash transactions. · Greeted visitors and helped patients feel at ease on arrival at the clinic. · Maintained a clean and tidy reception area. · Developed patients’ X-rays. · Handled incoming and outgoing calls while transcribing accurate messages. · Responsible for arranging appointments, filing, word processing, and handling cash transactions. · Greeted visitors and helped patients feel at ease on arrival at the clinic. · Maintained a clean and tidy reception area. · Developed patients’ X-rays.