Desktop Technical Support Manager Resume

Title
Desktop Technical Support Manager

Primary Skills
To achieve a position in which I can utilize my education and work experience to contribute to a companies success.

Location
US-GA-Atlanta

Posted
Feb-14-09


Experience:

September 2007 American Bodyworks, Inc, Marietta, Georgia (Franchise Startup)
to Present Technical Support Specialist / Director of IT and Facility Security

* Workforce planning and management including internal employees, external contractors and vendors relative to tasks, projects and installations
* Responsible for evaluating and reducing overall IT and Security operational costs for corporate office and franchisees
* Assess and triage security repairs requested by franchisees
* Manage technology support to include laptops, pc's, security, web email accounts and Outlook, ClubRunner, Microsoft Office and XP
* Virtual and onsite support for franchisees to include installations
* Maintain, research, inventory and order computer and network equipment; maintain software licensing; Performed software upgrades
* Develop the IT Infrastructure to include procedural documentation and process automation
* Troubleshoot connectivity issues for VPN and DSL
* Create job cost estimates, invoices and PO's for contractor and franchisee assignments
* Provide emergency 24x7 phone support
* Responsible for add/change employee and franchisees setups to include computers and phones
* Productivity improvement and workflow optimization in daily corporate facility functions

January 2003 Marsh, Inc, Atlanta, Georgia
to September 2007 Local Technology Coordinator

* Telecommunications Administrator on the Avaya Definity Phone System
* Administrated the Octel Voice Mail System and Ccure Marsh Security System
* Utilized Remedy for logging/resolving issues
* Internal network, hardware and software support on IBM laptops and pc's utilizing Windows 98/XP, Office 97/2003, Lotus Notes, VPN, Internet Explorer and various Marsh proprietary applications for over 500 colleagues
* Configured laptops, projectors and audio equipment for colleague meetings
* Assisted in the installation and configuration of Blackberry's
* Responsible for backup completion and administration of media storage
* Coordinated and managed outside vendor support




March 2001 Geiger International, Atlanta, Georgia
to January 2003 Technical Support Specialist

* Telecommunications Specialist on a Meridian Option 51C phone system
* Managed the Meridian Voice Mail System
* Assisted in the administration of the Windows 2000, NT 4.0, Lotus Notes Domino, Microsoft Exchange ,Norton Anti-Virus and Terminal Servers
* Internal and external user support on various hardware and software platforms to include, Dell, Windows 2000/NT, Microsoft Office 2000, Lotus Notes, Outlook, Citrix, VPN
* Backup administrator using Veritas Backup Exec
* Traveled to showrooms for network, server and laptop/pc support and upgrades

March 2000 World2one, Norcross, Georgia (Internet Start Up)
to February 2001 Technical Support Engineer

* Assisted Systems Administrator on Windows 2000 Servers
* Assisted Systems Administrator with the Exchange Server 5.5
* Managed the building security system
* Internal and external user support on Dell hardware utilizing Windows 2000, Office 2000, Goldmine, Veritas Backup Software
* Provided after hours and weekend on call support
* Maintained Phone and Voice Mail system
* Maintained internal inventory and help desk database utilizing MS Access

March 1994 Data General, Norcross, Georgia
to March 2000 PC Configuration Engineer / Computer Operator II

* Installed, configured, upgraded and repaired departmental pc's and laptops utilizing Office 97, Outlook 97/98, Windows 95/98/NT4.0,modems, network cards, disk drives and other hardware and software; maintained departmental software library and licenses
* Coordinated and configured hardware/software for internal Microsoft training classes
* Ensured ISO 9001 compliancy and proof of evidence
* Maintained hardware and conducted tours within the data center
* Provided first-line technical support to user groups

Education:

August 1982 Western Wisconsin Technical Institute, LaCrosse, Wisconsin
to May 1984 Associate Degree in Computer Science

Certifications:

September 1997 A+ Certified
November 2003 Network + Certified

Certifications
See above


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