Information Technology Manager

• Jan 2022 - Present

IT Field Support

• Nov 2012 - Jan 2022

• Lead support of regularly 600+ users in 8+ offices with resolution of user issues, provide timely communication, and maintain system functionality for staff members and real estate agents to perform their duties with little or no downtime. • Provide field and corporate support for new and existing users both in person and by remote, to configure and connect an individual’s personal equipment to wireless and messaging systems while troubleshooting issues that range from configuration to hardware failure. • Recommend information technology strategies and procedures by evaluating organizational outcomes, as well as to identify problems, evaluate trends and anticipate requirements. • Follow the goals and direction of company initiatives; assist in design and the implementation of systems to improve processes used by team members that involve technicians from New York, New Jersey and Pennsylvania. • Provide direction and training to agents for company systems and applications to augment their independent business models and goals. • Manage coverage, assist with the escalation of issues and act as the primary point of contact for team members, upper management and corporate staff for the resolution of issues. • Develop images of system environments/operating systems to expedite restoration of services and improve team productivity. • Pay attention to details setforth in email, phone, in-person and via paperwork, specifically in matters that concern work tickets, within a reasonable period, as well as supporting my group of team members as we work toward our common goal of excellent support and service. • Maintain highest levels of client satisfaction and issue resolution as evaluated by NPS-driven feedback. Show less

Desktop Support Specialist

• 2010 - 2011

• Manage, mentor and train support personnel staff of two employees. • Resolve all service requests from Tier 1 IT Service Desk including printers, scanners, laptops, tablets, VoIP phone system, software solutions, mobile phones and multi-function devices. • Develop criteria and pilot programs to facilitate compatibility testing prior to environmental migration including the testing of Ineternet Explorer and Windows as well as the use of Microsoft Virtual Machine for legacy applications. • Project management of Mac integration, desktop virtualization using VMWare, Cisco VPN deployment, SCCM imaging processes, Dell ImageDirect, VoIP using Microsoft Lync and desktop/mobile device refresh programs. • Expanded Standard Operating Procedures to improve first call resolution, complex developer builds, license tracking and specialized software installation for packages such as geospatial technologies, Visual Studio, SAP and home-grown applications. • Extensive use of Remedy as well as in-house ticket/resolution tracking systems. • Set the standard of quality customer service to ensure efficient and satisfactory resolution for the end user through walk-up, client-sid, and remote-user support procedures. • Manage purchasing and tracking of volumes of software as needed during deployment and maintenance cycles. • Managed the maintenance and upkeep of 12,500 workstations statewide, ensuring efficient operation with local and remote support. • Created and implemented administrative policy for deployment of new Mac workstations and protocols statewide for use in mobile device application development. Show less

Technical Support/Quality Assurance

• 2009 - 2010

• Developed and wrote comprehensive training documentation, government guidelines and reference materials targeting various levels of aptitude and experience on the HMIS (Homeless Management Information System). • Analyzed developing government regulations and the impact of their complexity on the HMIS and policies. • Provided in-depth developmental support for HMIS on all levels of functionality, change management, end-user friendliness, maintenance and Federal Government reporting requirements. • Compiled amendments and necessary data for grantees in compact and relevant formats tailored for compatibility with the HMIS and funding regulations. • Produced detailed analysis of federal guidelines used to accurately implement them into the HMIS. • Extensively used WebEx in training presentations and end user support for vendors. • Provided comprehensive monthly training for new and advanced users on the HMIS to over 150 agencies statewide. • Executed phone and email support for HMIS users including account/password issues, complex data set creation, and workflow troubleshooting. Show less

Senior Tier 1 & 2 End User Support/Technical Assistance Center

• 2007 - 2009

• Managed a support staff of four employees. • Provided phone, walk-up, client-side and remote technical support for employees of the Department of Revenue on multiple platforms. • Provided tier one and tier two support on a daily basis for all hardware, software and licensing issues including maintenance contracts, end-of-life cycles and in-house repairs. • Led the deployment team in refreshing existing workstations with 5,000 new workstations statewide. • Raised first call resolution rate from 43% to 74% by establishing an integrated knowledge base which allowed for rapid ticket resolution. • Disk image creation and management using Norton Ghost, Microsoft ImageX, and Dell ImageDirect. • Executed phone and email support for HMIS users including account/password issues, complex data set creation and workflow troubleshooting. Show less