Manager or technical support or phone support or technical suppo

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Summary Statement Information Technology Professional with extensive experience in supporting web based applications, websites and managing help desk personnel. Recognized for su ccess in reducing the number of open problem tickets during downsizing of staff and increased support scope. I have worked for a Fortune 100 company. My stren gths include my ability to resolve high level technical issues with minimal impa ct to customers, as well as building and retaining Help Desk Support staff. I h ave excellent leadership skills with proven ability to manage help desk teams an d develop innovative approaches to process, staff development and operational ex cellence. I am a Help Desk Manager with extensive expertise in Critical Situation Manageme nt of severity 1 issues, coordinating with Development and Infrastructure groups (IBM) via phone conference. PROFESSIONAL EXPERIENCE REALOGY CORPORATION, (formerly Cendant Corp), Parsippany, NJ 2002-2009

Help Desk Manager (03-2006 - 03-2009) Managed organization of 10 IT professionals responsible for meeting technology s upport needs of 5 divisions and more than 100,000 corporate employees and Real E state professionals. Performed annual audit of user account access for SOX. Coo rdinated free staff training through internal business groups, company Learning Management System and outside vendors. Monitored problem tickets and support cal ls for quality assurance * Adopted Business Security Administration role, for maintaining, creating and d eactivating employee accounts in Oracle and various other internal systems, into the help desk and instituted guidelines for SOX compliance. This freed manpowe r for other Help Desk needs. * Reduced the number of GoToAssist licenses, saved company over $10K annually * Developed web-based knowledge management system * Repositioned the role of Application Support into the help desk from IBM, inte rnal business units and other vendors, providing one stop shopping, while loweri ng overhead (in excess of 1 million per year) * Instituted subject matter expert program, based on program applications, which prepared team to support a large number of diverse Web sites, Applications and other technologies for inside customer base * Automated daily/weekly Avaya and HEAT reports to provide transparency to staff and SLT. * Conducted quarterly Support review meetings with divisions to discuss satisfac tion and manage expectations. * Instituted Online Customer Satisfaction Survey for all tickets created. * Staffed and increased Help Desk personnel from 4 to 10 employees. Senior Technical Analyst, Cendant Corporation, Parsippany (2005-2006) Technical Support Technician (2003-2005) Technical Support Coordinator - Consultant (2002-2003) SKILLS Proficient in Problem/Change Management Systems - HEAT, Test Track Pro, Manage N ow, Savvis Station, Right Now and Intuit Quickbase. EDUCATION The Cittone Institute Help Desk Analyst Certificate (4.0 gpa.) Mahwah, NJ - 2000 - 2001

Long Island University Communication Arts Program PROFESSIONAL DEVELOPMENT & TRAINING Six Sigma White Belt Certification 2006 CompTIA A+ Certification 2006 HDI Support Center Team Lead Training

Southampton, NY - 1989 - 1992

2007 Received the first Realogy "Sphere Award" for the successful implementation of t he Learning Management System 2 008

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