IT SERVICE DESK MANAGER - Information Technology Resume Search
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IT SERVICE DESK MANAGER Resume


Desired Industry: Information Technology SpiderID: 82078
Desired Job Location: Lake Forest, California Date Posted: 6/25/2019
Type of Position: Full-Time Permanent Availability Date: Immediate
Desired Wage: 75000
U.S. Work Authorization: Yes
Job Level: Management (Manager, Director) Willing to Travel: Yes, Less Than 25%
Highest Degree Attained: Masters Willing to Relocate: No


Objective:
Goal-driven and dedicated professional with extensive experience in resolving a wide array of technical issues related to computer applications. Effective at collaborating with decision makers and key stakeholders in creating technical roadmaps to guarantee continual alignment with business needs and growth expectations. Adept at motivating, guiding, and leading teams to support end users and deliver mission-critical projects on time and within budget. Equipped with articulate communication and interpersonal skills in building positive work relationships with vendors, end users, and professionals of all organizational levels. Areas of expertise include:


Experience:
Private Company, Newport Beach, CA
IT Specialist | IT Administrator Feb 2018–Present
Perform a wide range of file management tasks, including deleting trash in the case management system, scanning incoming files, and making more space in personal folders. Seamlessly handle the setup of all new computers, procurement of new hardware, maintenance and installation of equipment at customer premises, as well as management and retrieval of recorded video on security system. Provide support to users when new services or hardware are needed. Exemplify technical expertise in troubleshooting hardware and software issues both locally and in a cloud environment for internal users. Handle mobile phone management activities, including account management and hardware configuration. Serve as key point of contact for users when new services or hardware is needed by way of business cases. Manage the installation of the new payroll timeclock system and a new cloud storage system.

Providence St. Joseph Health, Irvine, CA
Tech Support (Independent Consulting Contract) Jun 2017–March 2018
Help desk and system administrator role with an emphasis on AV systems across the west coast. Solely responsible for all testing and coordination of repairs on conference rooms. On call for technical meeting support.

Roman Catholic Diocese of Orange, Orange, CA
Systems Administrator (Independent Consulting Contract) Mar 2017–Jun 2017
Designed helpdesk management processes and procedures, while performing general helpdesk functions. Served as a key point of contact for all AV issues across the campus. Keenly oversaw computer networks and hardware, system software, application software, and configurations. Initiated virus protection and email software configuration, maintenance, and monitoring activities. Assumed responsibility in managing, troubleshooting, and resolving software, network, and system issues.

Healthbridge Children’s Hospital, Orange, CA
Helpdesk Support Engineer May 2016–Jan 2017
Observed workstations and local network shares to ensure appropriate utilization of IT resources. Took charge of configuring and troubleshooting workstation wireless functionality, as well as conducting basic diagnosis of hardware, software, user accounts, and phones for Nexus facilities. Maintained system availability during maintenance, disaster recovery, testing, and unplanned outages. Facilitated training for new users as needed, along with Meditech EMR training, configuration, and diagnostics. Enforced strict compliance with confidentiality, organizational, and security policies. Coordinated with staff and the Technology Department to resolve issues, support IT initiatives, and acquire new equipment.

- Managed backup and recovery of camera security system footage and weekly hardware quality inspection
- Oversaw 85% of all new user creation and termination processes, technical support for all AV systems, and the Kantech security badge system
- Led the integration of all specialty medical devices and third-party personal devices with the hospital wireless network

Ossur Americas, Foothill Ranch, CA
System Administrator Aug 2013–May 2016
Managed the service desk queue and continuously rendered support for geographically dispersed users to meet service level agreements. Examined current technologies to determine gaps and compliance with organizational guidelines; offered and implemented suggestions to drive performance. Initiated backup and recovery, user account maintenance, access rights management, and technical support. Provided consultative support to Research and Development on product development, testing, and integration of new technologies. Conducted new hire onboarding and software installation for about 90% of US computers. Efficiently handled new physical location setups, relocations, internal office moves, conversions, and reconfigurations to minimize downtime and maximize technical utilization.

- Gained distinction as the only US employee to handle advanced configuration of Cireson Asset Management database to guarantee accurate inventory and disposition records
- Pioneered research to select, install, and configure mobile signal amplifier, resulting in drastic improvement in mobile data signal and accolades from the chief executive officer
- Introduced iPad and kiosk for users to send help tickets, which improved availability of support options
- Spearheaded and completed a large-scale migration from Verizon to AT&T
- Earned several awards for delivering exceptional service to customers and enhancing overall IT service standards

St. Margaret’s Episcopal School, San Juan Capistrano, CA
Technology Support Specialist Aug 2006–Aug 2013
Ensured optimal operations, maintenance, and growth by managing and supporting all telecommunications infrastructure. Directed the planning and implementation of AV system installation across the campus, which included managing telephone systems, updating software, imaging new computers, and installing peripheral equipment. Coordinated with vendors on equipment replacement and installation. Conducted comprehensive training presentations for internal and external users. Resolved malware and virus issues, thus alleviating bottlenecks and enhancing computer performance.

- Played a major role in handling 25-200 customers per day, delivering high-quality technical support services at all times
- Made significant contributions to the creation of the first help ticket system, ensuring timely resolution of computer issues
- Led the integration of voicemail system with email through unified messaging, which resulted in more timely responses and secure message storage

Earlier Career

St. John Knits, Irvine, CA
Telecommunications Analyst Jan 2004–Aug 2006


Education:
Master of Business Administration, 2004
Keller Graduate School, Irvine, CA

Bachelor of Science in Telecommunications Management, 2002
DeVry University, Pomona, CA


Skills:
Solutions Development and Implementation Planning
Cost Management and Budget Administration
Technology Optimization and Modernization
Vendor Relationship and Contract Management
Life Cycle Project Management and Delivery
Procurement and Purchasing Negotiations

Technical Acumen

Operating System Microsoft Windows (2000, XP, Vista, 8.1, and 10) • Linux
Software Trend Micro Officescan • Microsoft Office 2000-2016 (Word, Excel, Outlook, PowerPoint, Access, Publisher, Skype, and Visio) • Microsoft 365 • Microsoft SharePoint • Microsoft CRM • Dameware • TeamViewer 7-8 • Symantec Ghost • AutoCAD R14/2000 • LANDesk • Crosstech Remote Software • Swann Camera Systems • ID maker+ • Kantech • SolidWorks 2010-2014 • Perceptive Software Brainware • Cireson Asset Management
Hardware Lenovo/Dell/HP Desktops & Notebooks • Cisco/NEC/Toshiba PBXs • Cisco/NEC/Toshiba Telephones & Voicemail Systems • SMDR Systems • Switches • Servers



Additional Information:
Professional Development

Franklin Covey’s The 5 Choices to Extraordinary Productivity
Franklin Covey’s Project Management Essentials for the Unofficial Project Manager


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