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Click here or scroll down to respond to this candidateCandidate's Name 28285 N Clements Circle, Livonia, MI 48150 Mobile: PHONE NUMBER AVAILABLE; EMAIL AVAILABLEService Desk Manager/IT Asset Manager/Desktop Support EngineerA position using proven technical skills in problem resolution and customer service in an Service Desk Manager/IT Asset Manager/Desktop Support Engineer environment.SUMMARY OF QUALIFICATIONSMicrosoft Windows 2000/XP/Vista/7/8/10/11Microsoft Office 2007/2010/2013/OS 365WordPerfect (all versions)Lotus Notes, Adobe AcrobatCitrix/SCCM/VMware/vSphereWebEx/ZoomService NowTeamsOracleWorkdayRight FaxMaximoAspen-TotalLMSSharePointVPNAirwatchOktaMicrosoft Active DirectoryAzure ADBomgarTeamViewerParking ApplicationsAutoCADExpert Managing skills, making sure SLAs are met and always implementing or providing processes and procedures.Expert with PC setup of all Dells, HP, Gateways, and various other systems, installation, and Ghost imagingSkilled with various peripherals, including copiers, printers, and fax machinesExperienced in setting up Broadband/Home Networking, along with Remote Access technology, including Citrix/VPN, Wireless, and Cisco SystemsExperienced with Active Directory, Oracle, Software Center, Powershell, and SCCM AdministrationERP System ManagementExperienced with Heat, PeopleSoft, ARQ, Service Center, Seibel call ticketing system, and Service Now. Have the ability to pick up any ticketing system.EMPLOYMENTWCAA (Contract/ServiceTec), Romulus, MI Mar. 2023 Aug. 2024Service Desk Technical ManagerImplemented, provided processes & procedures, and trained all IT staff on Hardware and Software Asset Tracking in ServiceNow. Providing step by step documentation on how to configure ServiceNow from straight out of the box application.Reporting (ServiceNow) - Run daily Incident & Requests reports to track progress.Reporting (ServiceNow) - Run weekly reports and analyze critical SLA metrics.Provide technical support of network, applications, printers, other peripherals, and related technology for services supported under the terms of the contract.Assist in support for issues within the Service Desk Team when workloads are high or additional experience is required for all services under the terms of the contract utilizing approved processes, procedures, scripts, and knowledge articles.Ensure workflow and quality of work meets or exceeds the remedial and routine performance criteria stated within the Statement of Work.Provide technical advice for the development, design, and systems integration for client engagement from the definition phase to implementation and transition to support.Participates with staff training, coaching, mentoring, recurrent training, and awareness sessions when needed, including representing the Service Desk Team in meetings and events where this function has a stakeholder.Interview and hire potential candidates and provide shift coverage for all staff in the event of absence through sickness or vacation.Troubleshoot, diagnose, and resolve operating systems, hardware and software issues by analyzing the symptoms and identifying the underlying problem that has been escalated.Accurately record, prioritize, and update all IT support requests through the service desk software to ensure that the ticket number and estimated time frames are communicated to the customer and proper escalation procedures are followed.WCAA (Contract/Insight), Romulus, MI Aug. 2022 Mar. 2023IT Operation ManagerCustomer Relations Collaborate with customer stakeholders and line of business team. Understand that WCAA imitates and helps drive them forward as required.Drive Process and Quality improvement through monitoring execution, observations, and customer feedback.Resource Management (WORK) - Manage technical resources work activity based on priority, monitor workload, including project activity, and communicate resource availability issues to Insight leadership. Keen focus on SLA achievement.Personnel Mgt- Responsible for ensuring staff tracks and enters time into required systems for billing and productivity requirements.Personnel - Approve time-off request and inform Insight leadership if backfill resources are required.Communications - Conduct effective meetings as needed, respond to emails promptly, and mentor team members on effective verbal and written communications to fulfill their job responsibilities.Personnel - Conduct team member connection meetings to review performance and focus on areas that may require improvement.Reporting (ServiceNow) - Run daily Incident & Requests reports to track progress.Reporting (ServiceNow) - Run weekly reports and analyze critical SLA metrics.Maintain a list of operational tasks daily, weekly, monthly, quarterly, and annually as required per the contract. Manage the resources to ensure the work is being done as required, work with resources to remediate any issues that may arise and communicate to Insight Leadership and customers as needed.Assign or complete any changes to customer SOP or other documentation required for compliance purposes as needed.Assign tickets and monitor all Incidents throughout the workday.Ensure tickets are updated with progress and notes as the work is performed.Review daily status of tasks assigned to resources and communicate any change in due dates to customers if needed.Review, approve, and assign all change requests to appropriate technical personnel.Monitor incidents to determine if a problem exists that requires further technical investigation to determine a fix.Manage any required hardware maintenance requests requiring parts procurement or vendor engagement and customer software and hardware assets as directed by WCAA SOPFollow the SOP process and policy around end-of-life Hardware assets via ServiceNow.La-Z-Boy (TEKsystems), Monroe, MI Jan. 2022 Aug 2022IT Asset Manager (Hybrid)Provided production support for the IT asset data and reporting across the company. This would include following departmental controls and processes and documenting Incidents in ServiceNow.Monitors queue for incoming production support incidents and requests for all Hardware assets. Takes ownership of incidents & requests, troubleshoots issues, and resolves incidents. May contact customers and peers within other areas of IT throughout the process. Works with other team members to balance the load of incoming incidents & requests. Takes after-hours & weekend support calls from customers.Participated in the financial planning and execution of budgetary processes for La-Z-Boy via ServiceNow.Maintained the IT portion of the procure-to-pay process in the Procure-to-pay system. Including processing purchase orders and invoices.Participates in IT projects and initiatives as required for corporations or Divisions. Individual contributor to small to mid-level infrastructure projects or initiatives. Participates in larger or more complex cross-functional projects. Creates appropriate documentation for asset lifecycle, support, cross-training, and moving systems into an operational state. Assist in implementing new/additional technologies, including hardware, software, and any new/updated processes via ServiceNow.Completed deployments (change/service requests) for customers and peers on systems, including following departmental controls and processes and documenting in IT support systems, security modifications/updates, schedule changes, software development life cycle (SDLC) requests, and various other system changes.Monitored queues for incoming mid-level to moderate change requests, confirmed and validated business requests and approvals, and obtained IT leadership approvals. Collaborates with and receives direction from the senior systems administrator where appropriate.Provided input on work instructions for support and operational processes. Creates system diagrams (Visio) for reference and support.Created proper alerts and ensures mechanisms are in place to monitor the environment proactively.Served as second-level support in the server environment and will resolve the issue or update the ticket with needed information to engage level 3.Contributed to POCs and other special technology initiatives.Midland Credit Management, Troy, MI Apr. 2018 Dec. 2021Desktop Support Engineer II/IT Asset ManagerOperating systems including Windows 10, enterprise-level imagining (Microsoft System Center), and print management/print server.Management platforms like SCCM, VMware vSphere, Brivo, Good, Workday, etc.Administration of Active Directory Users and Computers, including Exchange email accountsAdvanced knowledge of Windows registry, file and folder security, local/domain user security, and operating system troubleshooting.Help desk ticketing system (Service Now) for working tickets and managing priorities.Remote management tools (Bomgar, Lync, WebEx/Zoom)Cisco video conferencing, WebEx, Zoom, Okta SSO, VPN/RSAMac OS, iOS, and AndroidProvided Hardware Asset Management Tracking of all equipment for the Troy location and performing weekly inventory. Creating reports and exporting of information from ServiceNow to Excel.Point of contact for training between Service Desk and Desktop Support.Work with InfoSec to keep all desktops/laptops compliant. Also, working with InfoSec to ensure all software applications are compliant.Each month, facilitate/present for Desktop Support new hire orientation.Main point of contact for ordering office supplies and IT equipment for the Troy site.Childrens Healthcare of Atlanta, Atlanta, GA Mar. 2011 Apr. 2018Senior Solution Center Technician (Remote Worker)Help Desk/Customer Service support via telephone (to over 6000 clinicians and support personnel), email, remote access, and personal visits logging tickets into the Service Center system.Leadership role as the SR Solution Center AnalystInterviewed candidates for Solution Center Analyst positions.Handle scheduling for Solution Center for personnelCreates documentation for common and more complex issues.Liaison between clinical, technical, management, and Solution Center analystsTrain incoming Solution Center personnelAdministration and support of various hospital applications, including Epic, Chartmaxx, Teletracking, Cactus, and IbexNetwork support, including setting up security access at the hospital level for doctors and nurses, giving access to shared directories, and file restoration.Setting up and supporting virtual meetings using MeetMe Line, Bell South, and Cisco Meeting PlaceOperate all computer systems according to current prescribed procedures outlined in the Data Center Manual, written memos, Change Controls, and verbal instructions.Escalate unresolved issues by opening a ticket in the call tracking system, paging the appropriate support personnel, and dispatching all unresolved calls to the proper queue. Support and participate in the continuous assessment and improvement of the quality of care and services provided, as well as respond to customer needs in a manner that provides added value and generates significant customer satisfaction.Bureau of Reclamation (Catapult Technology), Lakewood, CO Nov. 2009 Mar. 2011Lead Help Desk Specialist (Remote Worker)Help Desk support via telephone, email, remote access, and personal visits by logging tickets into the HEAT system.Software procurement, including approval, installation, and support.Blackberry administration support, including account activation and password support.Administration and support of various government applications, including REDS, CDW, and CARMANetwork support, including setting up security access at the federal governmental level.EDUCATIONUniversity of Phoenix, Lone Tree, CO January 2001A+ CertificationSQL Querying via UCertify (Not completed)Triton College, River Grove, ILMajor: Computer Information Systems (Not completed)REFERENCES AVAILABLE UPON REQUEST |
