Resume of Technology Manager

Title
Technology Manager

Primary Skills
Desktop User Support/Project Manager

Location
US-MD-Brookevile (will consider relocating)

Posted
Mar-22-08

Professional Summary:

I have 10 years of extensive Information Technology experience with a positive record of quality proactive management. I have been successful at establishing and directing a support team providing optimal support to users on all hardware, software and networking issues. I am a project leader able to motivate high-performance and flexible teams focused on customer service. In addition I interact effectively with teams, management, users, partners, and people of all levels and multi-cultural backgrounds.

Professional Experience:

Technology Manager, Wells Fargo -- McLean, VA 08/2006 - Present

Summary
• Responsible for managing and supervising the daily operations of the East Coast Wells Fargo CMO Technical Support Center in support of approximately 250 end users in multiple locations.
• Utilized Track-IT application to monitor performance, trends, and tendencies to ensure compliance with 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).
• Managed all staffing, contractual, scheduling, and training requirements.
• Implemented standard procedural processes and direction for the Technical Support Team.
• Lead various IT projects to completion as assigned.

Accomplishments
• Assisted with all technology initiatives to transition us from Reilly Mortgage to Wells Fargo.
• Provided local and remote desktop support for 250 Commercial Mortgage Users across the country.
• Implemented new Track-IT Help Desk Application for national Commercial Mortgage Department.
• Planned and managed the upgrade of 150 workstations in various locations from Win 2000 to Win XP and Office 2003
• Led the company-wide installation and configuration of commercial and proprietary applications.

Technology Resource Manager, Reilly Mortgage Group -- McLean, VA 09/2004 -- 08/2006

Summary
• Responsible for managing and supervising the daily operations of the Reilly Mortgage Help Desk in support of approximately 105 end users and 8 small branch offices.
• Responsible for assigning appropriate personnel to various end user support tasks and trouble calls.
• Utilized Outlook 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).
• Managed all staffing, contractual, scheduling, and training requirements to ensure consistent quality program support.
• Implemented standard procedural processes and direction for the Technical Support Team.
• Lead IT projects to completion as assigned.
• Administered Nortel Option 81 PBX and all Moves, Adds and Changes

Accomplishments
• Assisted with the planning and execution of a Lotus Notes to Outlook upgrade
• Implemented a new Help Desk System -- Outlook Helpdesk from Crow Canyon Software
• Managed the upgrade and redesign of the Reilly Mortgage Website
• Designed, maintained and supported the Reilly Mortgage Company Intranet
• I wrote and initiated a Help Desk Mission Statement and SLA
• Managed the Meridian Mail to Call Pilot upgrade


Computer Support Specialist -- Reilly Mortgage Group -- McLean, VA 09/1999 -- 04/2004

Summary

My primary focus was on resolving escalated user support requests and network administration. I provided timely responses to escalated user requests and logged resolutions in our customized Lotus Notes Help Desk application. Responsible for the support of 8 branch offices using Openreach VPNs and Citrix Go To Assist. I was responsible for account administration of our network and Lotus Notes Mail. I installed & Ghosted Microsoft operating system clients running Win2K/XP. I am familiar with server installation and administration of Microsoft 2K/2K3 and IIS. I administered our Nortel PBX. I was responsible for the administration and maintenance of our Internet and Intranet web sites.

Fiber Optic Technician -- LAN Star Systems, Perry Point, MD 05/1998 -- 09/1999

Summary

My work involved all aspects of the installation of a fiber optic and Cat.5 Ethernet
Network System into the V.A. Hospital in Perry Point, MD. My responsibilities
Included: termination of fiber & copper, wirescope testing, coring holes for conduit,
hanging supports, running and dropping cable, and building communications
closets.

Certifications
Comp TIA A+
Nortel Adds, Moves and Changes
PMI - CAPM
Taking HDI Support Manager in May



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