Information Technology Support Manager
CurrentOperational Management• Managing and supporting multi-site Windows infrastructures.• Supporting SonicWall Firewalls and VPN connections for end users and site to site.• Working with Vendors on major projects and additional onsite support. • Create and manage yearly budgets and spending.• Testing of potential new products and services.• Field incoming requests to the help desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues.• Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue.• Build rapport and elicit problem details from service desk customers.• Prioritize and schedule problems. Escalate problem (when required) to the appropriately experienced team member.• Record, track and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.• Apply diagnostic utilities to aid in troubleshooting.• Access software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution.• Identify and learn appropriate software and hardware used and supported by the organization.• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.• Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals. Reviewing alerts and testing backups.• Reinforce SLAs to manage end-user expectations.Acquisition & Deployment• Assist in software releases and roll-outs and communication to the end users.Strategy & Planning• Evaluate documented resolutions and analyze trends for ways to prevent future problems.• Alert management to emerging trends in incidents.
