Seasoned manager overseeing technical support staff, coordinating inter-departmental IS/IT requirements, assisting our Network and Infrastructure staff with required technology updates/upgrades and educating everyone on the use of our software and hardware needed for our company’s operation. Other duties include working on annual budget requirements and interfacing with General Procurement to support the IS/IT Operations. Currently working as Acting Head of US IT until a Global IS/IT Director is onboarded.

Lead and coordinate with a team of experts in end-user support, information systems administration, network and SAP interfaces to ensure daily activities and projects are maintained as expected. Isolate and resolve issues affecting our users and/or infrastructure and assist with new projects and deployments that improve our end-users work experience.

User Support: Desktop applications: Outlook, MS Office, etc. Operating Systems: Windows XP, Mac OS X, Linux Misc: Operating printers, faxes, copiers, phones, scanners, other misc. hardware. Maintenance Tasks: Network Infrastructure: run wiring, troubleshoot WAPs, and other infrastructure devices. Network Backup: rotate tapes, manage the daily backup process Telecomm Infrastructure: phone setup/moves, voicemail admin Security Administration: add/maintain user accounts on various systems Operations Support: Order standard equipment as needed for new hires Setup new equipment according to established configurations Order software and other misc. approved itemsProject Management: Ability to gather requirements from users on short term projects, determine best solution, and implement projects to completion.

Supervised employees in a call/email center format that provided specialized association services, proprietary software support, business partners’ applications and tier 1 and 2 support for software, hardware and network solutions to over 300,000 members. Coordinated with other departments to maintain the assigned projects and assisted in the development and deployment of the proprietary software’s updates/upgrades. Produced the monthly status reports reported Department Status directly to the Board of Managers on a quarterly basis. Reviewed and coordinated supporting documentation with the Marketing Manager to provide the necessary materials to promote the different specialized services. Performed necessary database monitoring and maintenance for the web-based interfaces and reported issues and/or client enhancement requests to the respective departments. Other duties included administrative and personnel requirements of the department.

The help desk position involved answering technology related inquiries posed by members and staff. Troubleshot 1st and 2nd level technology issues related to software/hardware problems/inquiries specifically related to Microsoft products and real estate related products. Other duties involved coordinating with other staff members and supervisors regarding communications, network infrastructure and help desk status. In addition, reports, helpdesk status, client feedback, and other pertinent data were reported to management on a monthly basis.

Provided nationwide helpdesk support to field, branch and corporate personnel for over 8,000 clients. Additional duties included troubleshooting and research for proprietary data management software, hardware and associated LAN/WAN. Average 30 calls a day plus a variety of inter-departmental projects. Assisted in the integration and management of the proprietary data software with the various networked company platforms. Instrumental in the development and implementation of company SLA documents for each IT helpdesk within the company. Related