Category: Computers / IT
Field Support / Help-desk IT Manager - 10 + years experience
Managed Technical Support/Internal Consulting function and provided 2nd level support
Managed IT and support personnel, including training, mentoring and performance appraisals of all the technicians and administrative staff.
Managed deployment projects of various operating systems (Windows 2000, Windows XP, Windows 7) and applications like Office-(2000, XP, 2003, 2007, 2010), and other internal applications.
Designed and documented IT infrastructure layout for various locations including data centers.
Developed disaster recovery & business continuity plans.
Managed IT budgets to conform with district and corporate P&L goals.
Managed repair costs by implementing proactive troubleshooting strategies, thus reducing repair cost for all IT equipment.
Managed IT processes using ITIL principles.
Technician SLA management. Increased tech performance SLA by 10% from 85% to 95% acceptance level
Root cause analysis with documented action plans to resolve issues.
Managed communications and negotiations with internal management and external customers to conform with customer needs corporate mandates.
Hardware Support - 10 + years experience
10+years of experience in providing following hardware support:
Desktop & Laptop support, Printer & Scanner support, Wireless devices including wireless access points, wireless routers, RF scanners, wireless phones and other network equipment support.
Software Support - 10 + years experience
10+years of experience in providing following software support:
Microsoft Windows( 98, 2000, XP, Vista, 7), Microsoft Windows Server(2000, 2003, 2008 – Active Directory), Microsoft Office- all versions( Word, Excel, PowerPoint, MS Access, Outlook, Publisher), MS SQL, Visio, Project, Citrix, MS Share-Point, Adobe Acrobat, Front-Page, Dreamweaver, Auto-CAD, HTML & PHP, Linux(SUSE), Remote desktop support (Netop, PC-Anywhere, Go To Assist, Log
Relevant Education / Credentials
Years Experience: 8