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Click here or scroll down to respond to this candidateCandidate's Name
EMAIL AVAILABLE PHONE NUMBER AVAILABLE Macungie, PALinkedIn: LINKEDIN LINK AVAILABLEPROFESSIONAL SUMMARYSeasoned IT leader with 15 years of experience adept in managing diverse technical teams and complex IT infrastructures. Skilled in ITIL/ITSM, cloud technologies including Azure and Intune, and maintaining strong vendor relationships. Seeking IT Tech Support Manager role to leverage expertise in team supervision, system administration, and end-user support.TECHNICAL SKILLSCloud Platforms: Microsoft Azure, Intune, Autopilot, Amazon Web Services (AWS)IT Management: ITIL/ITSM, ServiceNow, I-Need, Jira, Multi-Factor Authentication (MFA)System Administration: Microsoft Office 365, Active Directory, Windows Server, Virtual Desktop Infrastructure (VDI)Hardware: Lenovo, HP, Apple, Toshiba MFPs, RicohNetworking & Security: Firewall, FTP, Wireless Engineering Support, Role-Specific Access ControlsOther Tools: Altiris, Wise Installer, Papercut, SAP R2, Unisys, Zoom, VOIP, Video TeleconferencingOperating Systems: Microsoft Windows 7/10, Windows Server 2003, MacOSPROFESSIONAL EXPERIENCECDW/Allentown School District Allentown, PennsylvaniaIT Endpoint Computing Manager Sep 2023 April 2024 (20% Remote)Managed daily technical support operations, optimizing task scheduling and team performance.Administered ITIL/ITSM processes and maintained relationships with vendors (Adobe, Microsoft, Google).Provided technical staff training, ensuring effective support of end-user equipment.Managed Azure Active Directory and Microsoft Office 365 administration.Led inventory management, equipment deployment, and service support ticket resolutions.Utilized ServiceNow ticketing system for tracking and managing incidents, ensuring efficient issue resolution.HCL Tech/Pennsylvania Power & Light PennsylvaniaIT Support Manager Dec 2021 Jul 2023 (40% Remote)Led a team delivering technical support to over 5,000 employees.Streamlined device management through cloud technologies (Azure, Intune, Autopilot).Focused on team development, overseeing hiring, training, and performance evaluations.Collaborated across departments, effectively communicating complex solutions to stakeholders.Utilized ServiceNow to manage and resolve support tickets, ensuring timely response and resolution of user issues.Forward Thinking Technology SolutionsDigital Imaging Manager Feb 2021 Jun 2021Managed digital imaging projects, leveraging Microsoft Autopilot and Intune.Conducted training for 7 new Service Desk hires, improving service response times.Administered Azure Active Directory and served as a Level 3 escalation point for technical incidents.Administration for Children Services/Q&A ResearchManager, Computer Engineer Team Dec 2019 Jun 2020Led a technical support team, prioritizing and managing support tickets.Developed and executed staff training programs to enhance technical proficiency.HealthfirstDesktop Support Team Lead Jan 2019 Dec 2019Led the migration of 6,000 users to Windows 10 with minimal downtime.Managed Office 365 deployment and resolved user issues to maintain system performance.Developed an onboarding program for new employees, training 30-50 individuals bi-weekly.Unisys/Omnicom Group, Omnicom Group IncField Services Engineer Jan 2017 Jan 2019Deployed and imaged Windows 7/10 OS across various hardware platforms.Provided executive-level IT support for over 1,500 users, ensuring business continuity.United Nations/TGI Office AutomationSystem Engineer Jan 2012 Dec 2015Managed server and device operations, utilizing ServiceNow for ticketing and issue resolution.Led a team in maintaining print solutions and secure file transfer protocols.System Engineer Jan 2007 Apr 2012Diagnosed and resolved issues with Ricoh and Toshiba multifunction printers.Maintained MFP infrastructure, collaborating with IT support and server groups.EDUCATIONDeVry College of New YorkBachelor of Network & Communication Management Dec 2015New York, NYCERTIFICATIONSCompTIA A+Microsoft Azure AZ900Google Data Analytics |
