Ed St John Email & Phone Number

Parsippany-Troy Hills, Nj, Us

Parsippany, New Jersey, United States

As a Manager of End User and Site Services I lead a team of Technical Support Engineers to provide high-quality support to all employees and contractors as well as planning day-to-day work and team member evaluations.- Recruit, train and support new team members.- Implement new operational processes aligned with global standards and maintain existing operations with an eye towards improvement as needed.- Evaluate existing systems, processes, and procedures, and recommend improvements- Maintain local IT knowledge documents and provide feedback on global documents to ensure efficient troubleshooting.- Provide Tier 3 support escalated by fellow team members.- Deliver a consistent process for incident and problem escalation along with resolution.- Manage equipment deployment and imaging.- Provide guidance on desktop architecture.- Maintain inventory of equipment and software licenses.- Ensure agreed upon customer service standards are met.- Contribute to improving customer support by actively responding to queries and handling complaints.- Establish best practices through the entire technical support process.- Follow up with team members to identify areas of improvement.- Provide customer feedback to the appropriate internal teams like product developers.- Review trouble tickets and track progress.- Evaluate new and emerging desktop products and solutions to ensure system stability.- Project prioritization taking into consideration of other project's needs, staff availability, and current workload.

Systems administrator for Unix, Novell and Windows servers.

Systems technician responsible for maintaining visual and motion systems for Beech 1900D, Shorts 360, and SAAB 340 flight simulators.

Education record

Education record