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Desktop Manager Resume Samples
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0-5 years of experience
Led team (coach, hire, terminate, administer performance review and activity) of 15 IT remote desktop/ voice team providing onsite support for 134 remote TXU employee sites located within the 360 miles radius between Dallas and Odessa, TX.
- Managed $2M budget process which included de-centralized remote field desktop and voice technicians, providing 24 by 7 client support for hardware, software, application, vendor contracted equipment and project work activity, as well as other contractual Service Level Agreement commitments
- Increased efficiency and effectiveness, along with client satisfaction and costs with team enhancement via attainment of IT industry certifications (i.e. MCSE, MCP) and cross-training
- Communicated with clients on survey opportunities and resolved escalated incidents, problems, and requests
- Utilized problem-solving techniques and critical analysis to resolve critical
0-5 years of experience
Responsibility to streamline, restructure and improve team escalation procedures between Service Desk, Desktop and Network teams to improve response times and increase customer satisfaction.
- Supervised deployment and upgrade of 400 desktop systems in 5 regional offices streamlining Operating System environment along with distribution of new software applications, patches and updates.
- Established, documented and maintained organization's hardware and software standards allowing for a reduction in overall support call volume.
- Lead, develop and mentor providing career growth opportunities for all technical support staff.
6-10 years of experience
Conduct research for future system development. Provide cost estimates for new or modified systems. Identify system requirements and design concepts, and consult with other interested members to resolve or improve current challenges.
- Perform Application Performance Monitoring using Compuware's Dynatrace and Gomez tool sets resulting in an increase in system performance of 75% for two business critical systems.
- Analyze effects of planned equipment changes and new (or changes to existing) applications systems upon the Data Center operation. Performs environmental, physical hardware, physical security and capacity planning impact studies, and make recommendations.
- Supervised a staff of 6 Desktop Support professionals.
- Manage customer relations and expectations and exceeding established service level agreements by 12% annually.
- Manage Physical Support for Data Center Operations resulting in an overall outage percentage of .05% monthly supporting 70% of Dole Revenue's in my first year.
- Resolved 98% of assigned work orders on first call.
- Provide office and home support to Dole VIP's and their families.
- Provide desk side and remote support for end user problems.
0-5 years of experience
Managed staff of 38 Tier 2 technologists including three Team managers, contractors, and 6 remote branch technologists. Managed staffing needs that included forecasting staffing needs and hiring and firing of personnel. Conducted annual performance and salary reviews. Provided mentoring and leadership for personnel assigned to projects.
- Directed support of critical departments: IIS, FICM and ECM.
- Established partnerships with business.
- Set up and coordinated service level agreements.
- Established standards and procedures for documenting, resolving and reporting issues.
- Managed change control.
- Managed moves, adds, and changes for 3,500 workstations in main office and 95 branches.
10+ years of experience
Managed a help desk team that provided Tier 1, Tier 2 and assisted managing Tier 3 support to 40 offices and 100 employees and customer satisfaction with remote location.
- Provided management of technical support on endpoint management, WAN/LAN and telecommunications.
- Highly effective and results-proven professional with extensive experience building and managing teams that support voice and data networks for global organizations.
- Partnered with office manager to ensure high performing technical operations and functionality was aligned with business unit goals.
- Strong qualifications in relationship management, customer relationship, leadership, quality assurance, strategic planning, budget administration and vendor management.
0-5 years of experience
- Supervised 16 direct reports in assuring the Data Center ran daily task proficiently, and ensured nightly backups on servers were done on a timely schedule
- Asset Manager for Operations and Desktop team, implemented monitoring on the hour by staff and report issues to the Interface Team
- Printed all of the hospital end-month MORS and AP Reports
- Ensured staff received all after hour calls and documented properly with a complete follow-up with the appropriate I.S. team
0-5 years of experience
Worked closely with the Director of Information Technology to develop and implement the company's technical vision and goals.
- Solely responsible for all day-to-day operations of the information technology infrastructure, including server administration, networking, user services and telephony.
- Created a highly redundant and scalable virtualized infrastructure, moving existing physical servers to virtual machines (Microsoft Hyper-V, Windows 2012R2) where ever possible.
- Served as the technical lead in migrating email infrastructure to a hosted cloud environment (Rackspace).
- Architected and replaced entire company network, allowing for greater growth and multi-site expansion.
- Established the necessary infrastructure and assisted in the implementation of Microsoft Dynamics AX Enterprise Resource Planning (ERP) system.
- Served as a consultant / technical resource to department managers and manufacturing representatives to exchange information, present new approaches, and to discuss equipment/system changes.
- Participate in vendor contract negotiations for technical purchases and acquisitions for the enterprise.
- Designed and implemented a system to remotely manage multisite locations with minimal infrastructure and onsite technical presence.
0-5 years of experience
Led a team of support personnel in a heterogeneous environment of VAXs, PCs, Macintosh computers, printers and networks.
- Established the Desktop Support Team.
- Developed high-availability client centric policies and procedures
- Designed, coordinated and tested the business continuity plans for the Bank's activities
0-5 years of experience
- Managed a team of 11 Desktop Support Engineers that assisted ~1000 employees
- Interviewed prospective candidates for desktop support positions, gave performance reviews, recommended terminations.
- Implemented the IT balanced scorecard
- Adopted practices from the ‘One Minute Manager‘
- Assisted the Desktop team with tech related issues
0-5 years of experience
Responsibilities included managing the daily troubleshooting at the user's desktops.
- Coordinated acquisition, building, imaging, and deployment of new computers, laptops, mobile devices, and peripherals.
- Partnered with corporate departments to determine operating system and application standards.
- Empowered to enforce hardware and software desktop standards.
- Championed research and development efforts regarding desktop remote control.
- Led team to exceed customer expectations through efficiency of duties.
- Utilized strong verbal and written communications to effectively explain technical issues to various levels of customers.
- Influenced my team to use my "Total Quality Customer Service Experience" method to build better relationships with our customers.
0-5 years of experience
- Provided desktop support services for 2400 users in multiple locations with a team of 14 support engineers and technicians.
- Implemented ITIL processes on support service logistics and inventory control. Reduced service duration by 50%.
- Implemented new remote desktop application deployment process. Improved turnaround of IMAC software deployment duration by 50%.
- Implemented data security alert and virus detection from a central control console to ensure all client computers have the latest anti-virus protection.
- Created an alert system for critical patient care printers to minimize printing downtime for clinicians.
- Designated Hoag as a Dell self-service maintenance location to improve the service parts turnaround time by 50%.
- Created service catalog and escalation templates for Desktop support team to standardize the support procedure and escalation process.
- Setup technical development plan for desktop support staff.
0-5 years of experience
- Managed 4 employees responsible for day-to-day installation and conversion activities for 11,000 agents from Green Screen technology to PC technology. Included installation of all new telecommunications lines and equipment.
- Created a database to track MAC conversion activities which became a Regional Configuration DB for offices to manage their Agency MAC Expenses
- Established SOP's and a hotline to enable agents to install hardware equipment yielding reduced installation times, and site expenses while increasing personnel efficiencies
0-5 years of experience
Lead a team in providing all IT support for the City of Dallas to include Fire Stations, Water Dept, Police Dept, City Hall, Airports and managed the information management systems to facilitate the reduction, transfer and storage of information and data in a secure, reliable and cost effective manner to meet companies objectives.
- Led and completed various projects which achieved cutting the budget spent in CIS in half as well as increasing productivity 300%.
- Managed contractors as well as the Help Desk increasing productivity through upgrading hardware and software and managing ticket system.
- Managed IT support for large events such as the State Fair.
- Develop and present BTR's to City Council and worked with the mayor to achieve HIPAA compliance and maintain CIJIS certification.
- Complete management duties to include payroll, training and development, on-site training, performance reviews, and recruiting.
- Created & improved Release processes and documentation to minimize customer impact during changes
- Coordinated numerous successful Release of Code from Engineering to Production
- Work focused on Internet software & services
- Coordinated build process between to ensure only needed changes were included
0-5 years of experience
Mapped process and flow of all call center traffic and staffing activities.
- Analyzed and forecast staffing needs based on call activities and reports.
- Delegated daily activity based upon the teams' competencies and skill level.
- Developed, monitored and maintained the realization of client specifications..
- Conduct moves, ads and changes including projects such as station moves and upgrades on both hardware and software(PBX, PC's, routers etc)
- Supported and managed email servers
- Maintained modems for remote and wide area linkages to meet business needs
- Facilitated communication between external clients and additional sites to manage traffic.
- Mentored, monitored and reviewed, new and experienced team members.
- Evaluated and modified standard operating procedures.
- Oversee the audit and coding of internal communication bills(wireless, landline, 800, local)to ensure correct billing
6-10 years of experience
- Manages all aspects of the help desk function provided by external vendor including development of procedures, training, regular reporting, and quality assurance ensuring a high level of service and that cost do not exceed budget
- Manages help desk daily operations ensuring timely and complete responses to end-users
- Acts as the primary point of contact for internal clients. Responsible for the prompt resolution of all problems brought to the attention of the help desk.
- Promptly advise IT Network and Operations Manager and/or vendor representative of non-routine problems and issues and follow through to ensure resolution.
- Implements effective quality assurance procedures for all new hardware with established timeframes
- Assists Manager of IT and Network Managers with daily operational support and special projects as required meeting all expectations for accurate, complete and timely work.
0-5 years of experience
- Served as desktop manager for multiple remote and local accounts
- Managed prioritization of desktop teams workload
- Assisted in planning and execution of both local and regional projects
- Provided management for all desk side services operations, personnel actions
10+ years of experience
- Set PC hardware standards at LILCO
- Responsible for all company installs, moves and changes of PC hardware equipment
- Oversaw PC hardware budget for company and PC maintenance contract with contractor
- Installed and monitored Bay Networks hubs in field using HP Openview and Bay Networks Optivity
- Instructed computer class at LILCO's Evening Institute for 5 years
- Project managed the installation of 300 desktop computers at LILCO's Call Center
0-5 years of experience
Was responsible for $1 million operating and $3 million capital budget
- Ensured all Apple computers were functioning for 2,000 employees
- Managed all support issues with employees in Level 1-3
- Purchased hardware, software, and tools to support print production
- Managed third party vendor for all break/fix issues company wide
- Worked with acquisitions to ensure timely delivery of assets
0-5 years of experience
Lead the End User Computing teams nationwide placing emphasis on providing exceptional customer service, product knowledge and streamlining processes.
- Responsible for desktop hardware and software lifecycle and refresh activities
- Streamline workflow processes and generate statistical analysis to ensure that all incidents are properly escalated and resolved in accordance with the expected service levels. Introduce ITIL and best practices into the support team's daily activities
- Restructure team responsibilities and implement CSAT survey to ensure metrics drive customer satisfaction
0-5 years of experience
Manage a staff of 15 Desktop Support Analyst supporting over 2500 users at different locations throughout the United States.
- Hired, motivated, developed and retained quality personnel by creating and maintaining positive work environment.
- Standardization in PC/Mac lifecycle management, computer imaging, end user support, printed output management, end user training and IT staff training.
- Led IT organization through the centralization of resources, standards, processes and procedures.
- Led cross-functional team in the development and implementation of a strategic plan for deployment of 400 obsolescence systems and upgrades.
- Collaboration and Consultation with business unit leaders and end users regarding new technologies and deployment strategies to ensure their ever-changing requirements and priorities are being met.
- Submit monthly status reports documenting Project Status, Capital hours and Issues.
- Project Manager for Windows 7, office 2013, office 365 and applications virtualization.
- Prepare budget proposals, and obsolescence for year, by quarter and month.
- Conduct weekly staff meetings with direct reports to summarize weeks support calls.
0-5 years of experience
- Oversaw technical support for newly acquired branch locations
- Ordered hardware needed for branch personnel (Tellers - Branch manager)
- Assigned technical staff for installation and maintenance
- Provided level 3 support for technical staff
- Communicated with networking teams to ensure configuration of new sites were to business standards
- Compiled and ran reports via service now and excel to track technician data
- Maintained current branches via dispatching techs for specific needs
- Documented work flow activities via service now
- Tracked assets and built reports using excel and service now
0-5 years of experience
Deployment and Installation/Configuration of servers, OS, software packages and hardware.
- Planning, relocating and setting up multiple test beds w/ proper supported infrastructure.
- Maintain continuous alignment of project scope and make recommendations to upper management to enhance effectiveness and reduce cost
- Institute a plan to surgically remove outdated or unneeded lab equipment to reduce operating cost.
- Process all warranty repairs on Servers and lab equipment. Repair in house if warranty has expired.
- Assist w/ budget preparation and generate order requisitions among different Engineering teams to achieve volume pricing.
- Resolve numerous project issues including staffing and material shortages.
- Responsible for Inventory Asset Tracking of Capital equipment
- Perform monthly Lab Safety Inspections verifying all standards are met. (ESD Stations, ES&H, Fire Extinguisher, ESD Floor coating, Decibel readings, etc ).
- Provide daily operational support & problem resolutions for deployed servers.
- Managed, planned, coordinated, and implemented multiple moves of the QA lab
0-5 years of experience
- Managing and supporting several locations and overseeing the technicians at multiple campuses.
- Creating and implementing the I.T. budgets for the campuses being overseen.
- Responsible for leading the Help Desk team in handling all ticket, phone and in-person support to users in the areas of Windows & Mac desktop & application support.
- Supervised the work of campus technology staff. Assigned and prioritized tasks; ensured completion of problem resolution.
- Selects, trains, develops, evaluates, and leads the campus technology staff. Conducted periodic evaluative meetings (weekly, monthly, and quarterly) with technology staff. Met with employees annually to formalize performance plans and conduct performance reviews.
- Responsible for maintaining educational and administrative technical equipment for maximum availability and efficiency. Ensured that all lab equipment, peripherals, and software are adequately maintained with minimal down time.
- Evaluated usage patterns and re-designs allocation of resources as necessary. Proposed and evaluated processes and procedures for monitoring and controlling appropriate software on all machines. Monitored vendor maintenance agreements and utilization. Tracked and complied with all licensing agreements.
- Performed regular assessments and needed maintenance of campus based infrastructure including classroom servers. Coordinated processes and procedures of the technology function.
- Assisted the Director of Campus Technology Service & Support in developing and implementing the long range plan and the annual technology plan for schools in assigned regions.
- Provided clear communications regarding the status of technology support to the assigned campuses, CS IT, and campus Academic Affairs.
0-5 years of experience
Manage and maintain the desktop environment for designated region including 8 individual sites.
- Provide support for over 500 individual users.
- Project management including new site build outs and moves.
- Nationwide project development including software and hardware solutions.
- Over site of large scale roll outs including laptop and phone deployments.
- Weekly meetings with site leadership to address their IT needs.
0-5 years of experience
- Manage Help Desk and Desktop staff, assigning personnel to various operations and direct their activities; review\evaluate their work and preparation of performance reports
- Engage in project planning for current and future business requirements
- Successful implementation of Hardware\Software standards, Windows XP\Office 2003 deployment, LANDesk System Management, Remedy IT Service Management and wireless 802.11 a/b/g configuration
- Image & package creation and maintenance using Ghost and LANDesk
- Oversee Server\Desktop, software\hardware Tier I& II support and maintenance
- Desktop roll-out of 600 nodes and maintain current licensing requirements for company
- Partner with Network Team for server development and upgrades
- Generate metrics and schedule analysis, documentation and streamline processes
6-10 years of experience
- Support, isolate, and resolve desktop issues within an NT 4.0 environment supporting 300+ users.
- Create and maintain user accounts/profiles.
- Floor wide conversion of static IP addressing to DHCP.
- Performing daily, weekly and monthly backups on all systems.
0-5 years of experience
- Manage a team of 5 Information Technology Professionals responsible for meeting technology support needs of 600+ nationwide nodes including Sales team.
- Provide tier 3 support for all WinTel devices, Networking, Blackberry, IPad, and IPhone issues.
- Provide tier 3 on-call Executive support for LifeCell Leadership team including CEO.
- Ensure manufacturing and all laboratory issues are resolved within SLA.
- Provide metric reports to upper management regarding helpdesk stats.
- Administer $500,000.00 budget.
- Manage companywide operational audits to ensure organization's hardware and software standards, created supportable environments and reduced total cost of ownership.
- Conduct all staffing interviews.
- Provide Active Directory, Exchange, and BES user support.
0-5 years of experience
- Handled Level 1 user administration, software/hardware requests, application troubleshooting, and printer configurations.
- Handled Level 2 system issues, network/system outages, VPN issues and software compatibility issues.
- Escalated support issues to appropriate area when necessary.
- Performed strict monitoring of internal ticketing system including: prompt completion of Help Desk tickets with full responsibility from pick-up through creating resolutions; communicating resolutions with end-users and updating ticketing system with all valid information per accepted policies and procedures.
- Coordinated deployment, installation and roll-out of personal computers, printers and peripherals for all new employees and contractors/consultants.
- Supported software applications such as Microsoft Office Suite, Symantec AntiVirus, Visio and Adobe.
- Provided step by step instructions in a courteous and professional manner via phone, e-mail and in person.
- Use of remote software Labtech.
- Use of ticketing systems Connectwise.
- Use of ticketing software Zendesk.
6-10 years of experience
- Handled desktop production and Direct-to-Plate operations using Scitex Brisque system.
- Utilized proficiency in all major Mac applications.
- Performed Preps imposition and color correcting.
- Managed Desktop second shift.
10+ years of experience
- 100% Remote phone support; troubleshoot and resolve moderate to complex Window PC and hardware issues for end users including Microsoft Office 2003, 2007, 2010 and 2013 suites.
- Follow established processes and procedures to provide customer support remotely.
- Troubleshoot and resolve moderate to complex remote network connectivity issues dealing with VPN and complex PC and hardware, software issues, conflict, upgrade, update, and network security, Firewall configuration, Antivirus and network security for end users.
- Perform basic account administration such as unlocking and resetting passwords using Active Directory Management Console and Novell Console One.
- Perform account administration for [company name] System including unlocking and resetting passwords using Admin account, and Active directory user and computer.
- Troubleshoot and resolve email issues dealing with Microsoft Exchange and IBM Domino clients such as Outlook and Lotus Notes.
- Provide basic support for PeopleSoft clients in regards to logging into MyHR and Kronos.
- Provide network printer support for all end users.
- Follow established policy and procedure for documenting all incidents using the Altiris ticketing system.
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