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Click here or scroll down to respond to this candidatePM Coordinator Team Lead Data Center SupervisorDesktop Services Senior Product Support SpecialistEmail: EMAIL AVAILABLECandidate's Name
RESUMECell Phone:PHONE NUMBER AVAILABLEAs a Senior Product Specialist, Im an accomplished, self-motivated IT leader with a 36+year successful portfolio while driving IT service operations, project management, software and hardware deployment, and SLA compliance for Home Depot across multiple teams with diverse responsibilities. Responsibilities include reporting to numerous Senior Managers while managing a team that provides Help Desk support for approximately 60K+ non-store corporate users and across 11 divisional offices, and a Hardware/Software team of 5 IT associates deploying inventory to approximately 8K corporate users.Technical Proficiencies Desktop / Laptops / Switches / Routers PBX / telephony / DSA / Patching / Voicemails MDF / IDF / Wireless APs All Microsoft O/S Platforms MS Teams / Outlook / MS Office Suites DRA / PGP Encryption / BitlockerDesktop Support IT Team Oversights Project Management SLA Compliance Metric Reporting / Deck Presentations Conduct Interviews / Hiring / Training Best Practices AdvocacyAreas of ExpertiseThe Home Depot Senior Product Support Specialist Level 3 Support: 2011 - 2024On a team responsible for all PC related break fix tickets level 1 and level 2 Help Desk cannot resolve for all corporate and non-store users enterprise wide. Use Service Now ticket system.The Home Depot Senior System Engineer Team Lead: 2007 - 2011Manage the deployment of millions of dollars worth of inventory (hardware and software) but not limited to PC Desktops/Laptops, Blackberry Devices, Printer/Scanners, all related PC peripherals. List of all software components are available upon request.Contractor Loaner Laptop Project assignment and reclamation of loaner laptops for contractors coming on board. Over a million dollars in savings spanning over three years.Corporate Equipment Disposal Process disposed equipments are provided daily via an online form and scheduled pickups twice monthly by a 3rd party vendor.Responsible for end-to-end process of hardware and software - from receiving to deployment.Responsible for Service Level Agreement (SLA) to deploy all hardware orders within a 14-day period (from the time of placing order to deployment). 80% SLA is required.Responsible for Service Level Agreement (SLA) to deploy all software orders within a 5-day period (from the time of placing order to deployment). 80% SLA is required.The Home Depot System Engineer Team Lead: 2004 - 2007Responsible for Desktop Services Level 1 Support Help Desk. Led a 12-member team while providing PC and Blackberry support for approximately 14K non-store end-users enterprise wide.Required Service Level Agreement (SLA) was 80% of answering the phone in three minutes or less maintained 83% SLA, a twelve percent increase after being appointed Team Lead.Met with numerous cross-functional teams and established step-action tables for support including during after-hours support and escalation processes.Adept in CentrVu ACD call tracking system (ASA, Call Handle Time, Hold Time, Avg and Max Delay, Avg Abandoned Time and SLA).Adhered to and complied with all contractual agreements and warranties with third party vendors.Partnered closely with our Software Compliant team on all licensed and non-licensed applications, Hardware warranties and software site licenses.Work closely with Information Risk Management (IRM) team to adhere to all corporate and government compliances including Sarbanes Oxley password administration and best practices.The Home Depot Associate System Engineer Coordinator: 2001 - 2004Desktop Services Support Level 2The Home Depot Associate System Engineer Coordinator: 1999 - 2001Desktop Services Support Expo Divisional Office (Campus Environment)The Home Depot System Specialist PC Technician: 1996 - 1999Desktop Services PC Build TeamThe Home Depot Data Center Computer Operator/Supervisor: 1987 - 1996Computer Operator / SupervisorEXPERIENCEThe Home Depot Senior System Engineer Team Lead: 2007 - presentResponsible for deployment of millions of dollars worth of inventory (hardware and software) but not limited to PC Desktops/Laptops, Blackberry Devices, Printer/Scanners, all related PC peripherals. List of all software components are available upon request.Contractor Loaner Laptop Project assignment and reclamation of loaner laptops to contractors coming on board. Over a million dollars in savings over a span of three years.Corporate Equipment Disposal Process old unusable equipments are disposed of via online and schedule a pick up twice a month by a 3rd party vendor.Responsible for end-to-end process of hardware and software - from receiving to deployment.Responsible for Service Level Agreement (SLA) to deploy all hardware orders within a 14 day period (from the time of placing order to deployment). 80% SLA is required.Responsible for Service Level Agreement (SLA) to deploy all software orders within a 5 day period (from the time of placing order to deployment). 80% SLA is required.The Home Depot System Engineer Team Lead: 2004 - 2007Responsible for Desktop Services Level 1 Support Help Desk. Led an 18 member team while providing PC and Blackberry support for approximately 14K non-store end-users enterprise wide.Required Service Level Agreement (SLA) was 80% of answering the phone in three minutes or less maintained 83% SLA, a twelve percent increase before appointed Team Lead.Met with numerous cross-functional teams and established step-action tables for support including during after hours support and escalation processes.Adept in CentrVu ACD call tracking system (ASA, Call Handle Time, Hold Time, Avg and Max Delay, Avg Abandoned Time and SLA).Adhered to and complied with all contractual agreements and warranties with third party vendors.Work closely with our Software Compliant team on all licensed and non-licensed applications, Hardware warranties and software site licenses.Work closely with Information Risk Management (IRM) team to adhere to all corporate and government compliances including Sarbanes Oxley password administration and best practices.The Home Depot Associate System Engineer Coordinator: 2001 - 2004Desktop Services Support Level 2The Home Depot Associate System Engineer Coordinator: 1999 - 2001Desktop Services Support Expo Divisional Office (Campus Environment)The Home Depot System Specialist PC Technician: 1996 - 1999Desktop Services PC Build TeamThe Home Depot Data Center Computer Operator/Supervisor: 1987 - 1996Computer Operator / SupervisorReferences available upon request |
