Resume of Help Desk Manager

Title
Help Desk Manager

Primary Skills
I am an Information Technology professional with over twenty years of diverse experience.

Location
US-MD-Silver Spring

Posted
Jan-30-07

Professional Summary:

Twenty-five years of extensive Information Technology experience with a positive record of quality proactive management. Consistently demonstrated strong mature leadership, adaptability, and organizational skills with the ability to assess complex situations and conclude a commonsense resolution.


Professional Experience:
Buchanan & Edwards 04/2005 -Present

Project Manager\Technical Support Center Manager (Bureau of Resource Management, US Department of State)

- Responsible for managing and supervising the daily operations of the Bureau of Resource Management Technical Support Center in support of approximately 450 end users in three locations, Main State, SA-1 and SA-15.
- Coordinate with the RM management and Engineering team to ensure network connectivity is maintained for all end users.
- Manage users, groups and organizational units utilizing MS Active Directory.
- Draft weekly and monthly status reports indicating trouble ticket volume and tasks for dissemination to government management.


Northrop Grumman Information Technology 09/2002 - 01/2005

Technical Support Manager (Naval Medical Information Management Center and Bureau of Medicine and Surgery)

- Responsible for managing and supervising the daily operations of the NMIMC / BUMED help desk in support of 650+ end users, including the Surgeon General of the Navy and his staff.
- Primary POC for the Bureau of Medicine and Surgery (BUMED)
- Responsible for assigning appropriate personnel to various end user support tasks and trouble calls.
- Ensure that all phases of help desk support are properly coordinated, monitored, logged, tracked and resolved in an effective and efficient manner.
- Responsible for all activities associated with the identification, prioritization, and resolution of reported problems.
- Work closely with the network team to ensure proper desktop connectivity with networks and stay abreast of network changes as they affect the desktop.
- Developed and maintain a cohesive working relationship with the Federal and military staff at the Naval Medical Information Management Center and Bureau of Medicine and Surgery.

Network Resources, Inc. Falls Church, VA 06/2002 - 08/2002

Senior IT Consultant / Project Planner (Northrop Grumman Information Technology)

- Responsible for development and maintenance of Northrop Grumman Information Technologys EPA contract proposal and transition Work Breakdown Structure (WBS).
- Assisted with final written and orals documents, including timelines and proposal documents utilizing Microsoft Project and PowerPoint 2000.
- Participated in planning and development of contract invoicing, procurement and accounting procedures relating to task and labor categories documented in the contract proposal.


Ltton/PRC, Inc. Washington, DC 11/1999 - 12/2001

Site Manager (GSA Central Office)


- Maintained consistent value added customer rapport while serving as the key decision maker and the primary contact for GSAs network operations and issue resolution.
- Utilized Remedy help desk application to monitor on-site Help Desk performance, trends, and tendencies to ensure compliance with Service Level Agreements (SLAs).
- Ensured that technician responsiveness, research, and resolution to customer trouble tickets were within the specified periods for Initial Response Time (IRT) and Total Time to Repair (TTR).
- Analyzed staff performance and change in support requirements through a continued dialogue and supervision of the Help Desk supervisor, 31 desktop support and network administrators responsible for technical support, network operations, network security, and site asset management.
- Led weekly status meetings with individual department Information Technology directors.
- Drafted weekly/monthly status reports denoting group accomplishments and special projects for dissemination to GSA CIO management.
- Managed all staffing, contractual, scheduling, and training requirements to ensure consistent quality program support.
- Encouraged formal and cross training programs to ensure continued staff technical competence.
- Ensured all work / task deadlines and deliverables were completed correctly and on time.
- Implemented standard procedural processes and direction for the Technical Support Team.
- Implemented and monitored software updates and installations via Software Delivery Option (SDO).
- Served as the End-user Committee Coordinator ensuring effective communications and problem resolution between GSA and Litton /PRC.


Management Technologies, Inc. Washington, DC 2/1995 - 11/1999

LAN Administrator (GSA Central Office)

- Member of Technical Support team consisting of Desktop and Network Support technicians.
- Administered a Novell Netware 4.11, 100-user LAN while, implementing a Netware Directory Service (NDS) tree to support and integrate an enterprise approach for the General Services Administration.
- Successfully upgraded and integrated Windows NT/98 Workstations and Servers, Microsoft Office 97 Professional, email and other GSA applications into the NDS environment.
- Installed Windows NT 4.0/98 servers, workstations, and configured Internet access via TCP/IP connectivity and Remote Access Systems (RAS).


Standard Federal Savings Association, Frederick, MD 7/1993 - 2/1995

Network Administrator

- Network Administrator/Team Lead of a six-member Network Support group.
- Efficiently resolved network issues for a 140 end user community.
- Maintained and upgraded 15-server, Netware v3.x LAN.
- Supported remote workstations and mainframe terminals for dispersed Savings Association Bank branches.


International Monetary Fund (IMF), Washington, DC 11/1991 - 6/1993
Bureau of Computing Services
Network Communications Support Specialist

Barnett Technologies (Barnett Bank), Orlando,FL 12/1989 - 11/1991
Network Support Technician

Neste Oy, Espoo, Finland 4/1986 - 12/1989
Help Desk Supervisor/Computer Specialist

Electronic Data Systems Corporation, Rockville, MD 11/1982 - 11/1985
Technical Control Technician/Technical Writer

Professional Skills:

PC Hardware configuration, installation, and maintenance

Microsoft Windows Windows
Microsoft Office
Microsoft Internet Explorer
Microsoft Outlook
Microsoft Project
Netscape
Lotus Notes
Remedy Call Tracking Application
Asset Insight (Inventory Management)
MS Active Directory
DameWare Utilities
Microsoft PowerPoint 2000
Firefox

Educational Qualifications:

Project Management Certification Program - Villanova University
Microsoft Windows NT Core Components certificate (IKON Corporation)
Novell Netware 4.11 Administration certificate (IKON Corporation)

Military Service:

8/1970 - 3/1982 United States Navy (Naval Security Group) Honorable Discharge
Security Clearance:
Secret (Active)
Top Secret (Background investigation currently ongoing)
Top Secret (1970 - 1982) United States Naval Security Group and the National Security Agency (NSA)

Certifications
See above


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