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Click here or scroll down to respond to this candidateCandidate's Name
Pittsburgh, Pennsylvania, United StatesEMAIL AVAILABLEPHONE NUMBER AVAILABLELinkedInSummaryExperienced IT professional with over 20 years of expertise in Desktop/Helpdesk Management, application support, development, and project management. Demonstrated success in building KPIs and leading initiatives that significantly improve service delivery and operational efficiency. Proven track record in: Elevating first call resolution rates from 17.4% to 59.7% Reducing call abandonment rates from 34% to 4.2% Developing the PC Excellence Program, accelerating PC build times, user education, and post-delivery callback ratesExperienceManager, Desktop ServicesAlteraDec 2020 - May 2024 Team Leadership: Supervise and mentor a team of desktop support technicians, ensuring effective organization and achievement of SLAs and objectives. Service Delivery: Develop and implement desktop support policies, procedures, and standards; monitor SLAs to ensure timely and efficient support. Technical Support: Oversee the resolution of desktop-related incidents and service requests; stay updated on the latest desktop technologies and best practices. Asset Management: Manage desktop hardware and software inventory; implement and maintain asset tracking systems; plan hardware and software refresh cycles. Security and Compliance: Enforce security policies; ensure compliance with regulatory requirements; oversee security updates and patches. Vendor Management: Collaborate with vendors for procurement; evaluate vendor performance and negotiate contracts. Budgeting and Planning: Develop and manage the desktop services budget; plan for future technology needs; contribute to IT strategy and planning. User Training and Communication: Develop and deliver training programs; communicate system changes, upgrades, and known issues to end-users. Senior IT Application AdministratorU.S. BankJun 2010 - Dec 2020 (10 years 7 months) Application Management: Oversee installation, configuration, and maintenance of IT applications. System Administration: Manage user accounts, permissions, and access controls; ensure proper security measures. Troubleshooting and Issue Resolution: Investigate and resolve technical issues and system errors; provide prompt support to end-users. Performance Monitoring and Optimization: Monitor application performance; identify areas for improvement and implement optimization strategies. Patch Management: Apply patches, updates, and fixes to address security vulnerabilities and enhance functionality.Business Services IP Services ManagerComcastJul 2006 - Nov 2009 (3 years 5 months) Team Leadership: Lead a team of IT professionals supporting business services; manage task assignment, performance, and training. User Support: Provide technical support to end-users; resolve IT-related queries and troubleshoot issues. Project Management: Lead IT projects including system upgrades, migrations, and implementations; ensure timely and budget-compliant project completion. Vendor Management: Manage relationships with third-party vendors; evaluate performance and negotiate contracts. Documentation and Reporting: Maintain IT systems documentation; prepare regular performance reports for management.EducationPittsburgh Technical CollegeAssociate's Degree, Network and System Administration/Administrator 2004 - 2006Skills Call Center Team Building Process Improvement Quality Assurance Business Analysis Vendor Management |
