Dennis Stephen Email & Phone Number

Air Canada - Montreal, Quebec, Canada

Primary Responsibilities: • Produce KBAs for the ticket management system, ServiceNow from documentation supplied by the client, Air Canada• Train Technicians in the use of SNAP (a ticket updating tool) with ServiceNow• Train Technicians according to NTT Data standards and best practice in ticket hygiene• Design and implement ServiceNow dashboards for effectively monitoring of tickets at various stages of completion• Complete the setup and training of the new members of the… Show more Primary Responsibilities: • Produce KBAs for the ticket management system, ServiceNow from documentation supplied by the client, Air Canada• Train Technicians in the use of SNAP (a ticket updating tool) with ServiceNow• Train Technicians according to NTT Data standards and best practice in ticket hygiene• Design and implement ServiceNow dashboards for effectively monitoring of tickets at various stages of completion• Complete the setup and training of the new members of the Dispatch Team responsible for dispatching technicians internationally as needed by the client Show less

Toll Brothers - Pennsylvania, United States

Primary Responsibilities: • Successfully manage 3-member team to update 1200 obsolete computers• Coordinate with Asset Management and Desktop Engineering teams to determine the computers to be replaced• Work with end users to confirm they are in possession of the PC and their shipping address and to schedule their refresh dates• Bulk order the replacements with the appropriate accessories and have them shipped directly to the users• Schedule with technician to perform the… Show more Primary Responsibilities: • Successfully manage 3-member team to update 1200 obsolete computers• Coordinate with Asset Management and Desktop Engineering teams to determine the computers to be replaced• Work with end users to confirm they are in possession of the PC and their shipping address and to schedule their refresh dates• Bulk order the replacements with the appropriate accessories and have them shipped directly to the users• Schedule with technician to perform the setup with the users (usually remotely)• Track shipments, deliveries and setups and provide a weekly report to Toll Brothers/NTT Data management• Track and follow up with end users that the obsolete PC are returned• Provide weekly reports to Asset Management team• Train local Service Delivery Manager• Train new members of the team in NTT Data standards and best practices for ticket management and ticket hygiene• Provide backup for the local Service Delivery Manager Show less

Toll Brothers - Pennsylvania, United States

Primary Responsibilities: • Lead a team of 10 technicians to provide Field Services (Remote and Deskside Support) to over 6000 users• Monitor tickets queue and distribute tickets to technician in a timely manner• Design and implement ServiceNow dashboards for effectively monitoring of tickets at various stages of completion• Daily audit the tickets queue to ensure quality and standards are adhered to, and that SLAs were maintained well above the threshold• Maintain… Show more Primary Responsibilities: • Lead a team of 10 technicians to provide Field Services (Remote and Deskside Support) to over 6000 users• Monitor tickets queue and distribute tickets to technician in a timely manner• Design and implement ServiceNow dashboards for effectively monitoring of tickets at various stages of completion• Daily audit the tickets queue to ensure quality and standards are adhered to, and that SLAs were maintained well above the threshold• Maintain Technology Bar, technology vending machine and locker service at the client’s HQ in PA• Manage depot and dispatch services with our vendor CompuCom• Manage planned and ad-hoc projects• Monitor and train technicians to ensure critical KBIs are met or exceeded• Assist with tickets during period of spike or absences• Liaise with the Client Delivery Executive to ensure excellent customer service is maintained• Work closely with Desktop Engineering, Networking, Asset Management and Security teams to ensure high priority tickets are resolved in a timely manner• Develop Knowledge Base Articles to preserve and reuse proven solutions, resulting in time/cost savings and greater customer satisfaction• Support users with virtual meeting applications such as Teams, WebEx and Zoom• Deployment of Windows 10 utilizing Group Policy management• Mobile device experience with Apple IOS platforms and Android device platforms• Re-image PCs Windows 10 operating systems• Provide support for conference room AV / Audio set up.• Provide support for Interactive Video consoles and Kiosks for design studios• Add printers to printer cloud via Cisco Meraki• Whitelist PC’s and dongles via Meraki device• Microsoft support for One Drive back up• Support users on all Microsoft Office 365 applications Show less

Toll Brothers - Pennsylvania, United States

• Work with the Transition team to design, plan and implement Field Services support• Work to develop Statement-of-Work and SLA requirements for our depot and dispatch partner CompuCom• Interview potential candidates and make recommendations for roles in the FS team• Work with the clients IT management and technical personnel to document processes needed by the FS team for daily function• Train successful candidates in ticket management systems (Remedy and ServiceNow) and other… Show more • Work with the Transition team to design, plan and implement Field Services support• Work to develop Statement-of-Work and SLA requirements for our depot and dispatch partner CompuCom• Interview potential candidates and make recommendations for roles in the FS team• Work with the clients IT management and technical personnel to document processes needed by the FS team for daily function• Train successful candidates in ticket management systems (Remedy and ServiceNow) and other environment specific processes• Work with vendor to install and vending machine and locker service Show less

Brookdale Hospital - Brooklyn, New York, United States

• Manage the Field Services team of technicians who provided deskside support to the entire hospital• Train and counsel team members toward achieving and exceeding SLAs and passing CSAT scores • Manage IT projects as requested by IT management and work with various teams • Manage escalations and SLA requirements• Monitor and manage and daily work distribution and workflow• Assist with tickets in the event of a sudden increase in ticket volume• Prepare ServiceNow reports… Show more • Manage the Field Services team of technicians who provided deskside support to the entire hospital• Train and counsel team members toward achieving and exceeding SLAs and passing CSAT scores • Manage IT projects as requested by IT management and work with various teams • Manage escalations and SLA requirements• Monitor and manage and daily work distribution and workflow• Assist with tickets in the event of a sudden increase in ticket volume• Prepare ServiceNow reports and dashboards to monitor the team’s performance and provide timely intervention and coaching opportunities• Report monthly metrics to upper management• Work with various IT Teams to ensure a secure computing environment Show less

Aig - Manhattan, New York, United States

Primary Responsibilities: • Manage walk-in Technology Bar in AIG’s flagship building in the Wall Street area• Manage daily workflow for team of up to 10 technicians• Manage teams of agency technicians for special projects such as restacking 2000+ users• Assist Service Delivery Manager with interviewing candidates for technician jobs• Windows 7 and 10 deployment/Office 2010, 2013 and 2016 deployment• Configure iPads for Executive Leadership Team video… Show more Primary Responsibilities: • Manage walk-in Technology Bar in AIG’s flagship building in the Wall Street area• Manage daily workflow for team of up to 10 technicians• Manage teams of agency technicians for special projects such as restacking 2000+ users• Assist Service Delivery Manager with interviewing candidates for technician jobs• Windows 7 and 10 deployment/Office 2010, 2013 and 2016 deployment• Configure iPads for Executive Leadership Team video conferencing• Troubleshoot and remedy hardware and software issues• Windows 7 deployment• Microsoft Active Directory User and Computer administration • Microsoft BitLocker and McAfee Endpoint Encryption (Safeboot) hardware encryption software installation • Install and configure various software including Microsoft Office Suites, SQL server and Citrix Clients • Install and configure remote access and wireless access software • Install and configure local and network printers • Track tickets using ServiceNow • Install and configure new computers including dual and triple monitor configurations • Maintain and repair Dell desktops, laptops, printers and virtual terminals • Use Symantec Ghost server and SCCM to create and apply images to new and redeployed computers • Blackberry administration • Use BOMGAR to support remote users Show less

Aig - Manhattan, New York, United States

• Troubleshoot and remedy hardware and software issues• Windows 7 deployment• Microsoft Active Directory User and Computer administration • Microsoft BitLocker and McAfee Endpoint Encryption (Safeboot) hardware encryption software installation • Install and configure various software including Microsoft Office Suites, SQL server and Citrix Clients • Install and configure remote access and wireless access software • Install and configure local and network printers •… Show more • Troubleshoot and remedy hardware and software issues• Windows 7 deployment• Microsoft Active Directory User and Computer administration • Microsoft BitLocker and McAfee Endpoint Encryption (Safeboot) hardware encryption software installation • Install and configure various software including Microsoft Office Suites, SQL server and Citrix Clients • Install and configure remote access and wireless access software • Install and configure local and network printers • Track tickets using ServiceNow • Install and configure new computers including dual and triple monitor configurations • Maintain and repair Dell desktops, laptops, printers and virtual terminals • Use Symantec Ghost server and SCCM to create and apply images to new and redeployed computers • Blackberry administration • Use BOMGAR to support remote users Show less

Manhattan, New York, United States

• Replaced obsolete Dell and HP PCs and laptops with up-to-date Dell desktops and laptops • Rebuilt users’ computers, which include: Remapping network drives, re-install local and network printers and transferring user data to new computers • Diagnose and repair issues with Dell and HP PCs and Laptops • Deploy Windows XP OS using Symantec GhostCast Server • Install a variety of software using both CA Software Deployment software, ITCM and manually: including MS Office 97, 2000,… Show more • Replaced obsolete Dell and HP PCs and laptops with up-to-date Dell desktops and laptops • Rebuilt users’ computers, which include: Remapping network drives, re-install local and network printers and transferring user data to new computers • Diagnose and repair issues with Dell and HP PCs and Laptops • Deploy Windows XP OS using Symantec GhostCast Server • Install a variety of software using both CA Software Deployment software, ITCM and manually: including MS Office 97, 2000, 2003, 2007 and 2010; Adobe Acrobat, Nuance PDF, MS Visio and Project, Internet Explorer and many internal applications • Administer Active Directory using QuestActiveRoles Server • Inventory control: Incoming Hardware, storage and disposal • Resolve user generated tickets dealing with issues such as: Network and hardware problems; application problems • Deploy Windows 7 image to New Dell PCs Show less

Assistant Manager of Operations Department with signing authority of up to USD10MillionManage team of 20+ members. Coordinating back office activities: Loans disbursement, Collateral Perfection and Document Archival and Retrieval, Inventory Control, Account Payable, Inter-Bank Clearing System, Data Entry, Payroll Processing and Domestic and International funds transfer via SWIFTSupervision of Centralized Loans Processing Department with responsibility for after sale processing and… Show more Assistant Manager of Operations Department with signing authority of up to USD10MillionManage team of 20+ members. Coordinating back office activities: Loans disbursement, Collateral Perfection and Document Archival and Retrieval, Inventory Control, Account Payable, Inter-Bank Clearing System, Data Entry, Payroll Processing and Domestic and International funds transfer via SWIFTSupervision of Centralized Loans Processing Department with responsibility for after sale processing and authorization of mortgage, vehicle and consumer loans disbursementsResponsibility for ensuring all relevant legal collateral documents for mortgage, vehicle and consumer loans are submitted by the Sales Officers and that they are complete, authentic and accurate and title duly registeredEnsure that insurance requirements for vehicles and property are met, tracked, updated with timely renewal reminders sent out to customersOversee the activities of the Technical Support OfficerResponsibility for managing relationships with major suppliers and vendors of major equipment and services including: generator, UPS, HVAC system, office supplies, ATMs and Proof MachineResponsibility for developing, maintaining and testing the Business Continuity Plan and implementing and championing the Official Safety StandardsContributed regionally to reducing operational costs and increased customer satisfaction in 6 countries by developing and deploying a database application for automating end to end processing of overseas pensions and foreign currency checks Show less

Computer And Information Sciences And Support Services

Activities and Societies: Enrolled in the Network Support Engineer Program ▪ Attained Completed Courses with pending certifications.

Accounting And Finance

Introduction to Accounting, Banking the Legal Environment, Economics and the Bank’s Role in the Economy, Supervisory Skills, Financial.

High School Diploma

Activities and Societies: Chess Club, Science Club Caribbean Examination Council passes in English and Geography; University of Cambridge.

Associate'S Degree, Chemistry, Physics And Mathematics

Activities and Societies: Science Club, Chess Club, Swimming Club University of Cambridge Advanced Level passes in Chemistry and Mathematics

Computer Programming/Programmer, General

Visual C# .Net Programmer (Diploma), Project Management Fundamentals, Introduction to PHP and MySQL, Introduction to Database development,