Gordon Snook Email and Phone Number

Detail orientated Help Desk Manager with 10 + years managing 10 Tier 1/2 Analysts supporting 12,000 + end users. While Managing the team I’ve decreased hold times, improved Abandoned rate by 8%, and exceeded SLA ratings by implementing new policies and procedures. I’m skilled in troubleshooting, daily metrics, proactive trend analysis and maintaining strong relationships with all other IT departments.

• Tier 3 support for the migration team of Lotus Notes to MS Outlook 2007.• Proficient with OST/PST files, calendar, profiles, configuring/creating custom rules, delegate permissions, trust center, search functionality and indexing issues.• Rebuilt OST files, ran office diagnostics and viewed event logs to find solutions to common outlook errors and functional issues.• Documented Outlook problem solutions in the Share point knowledge base and Jira for transition support.

• Remotely troubleshot VPN/Citrix connectivity issues and home network configurations on Windows XP and Windows 7 machines.• Wiped and re-created Citrix profiles and adjusted settings for users to gain access.• Installed and configured AT&T/Sprint Air cards for wireless access.• Applied Microsoft Configuration Manager to push updates and install and configure software including MS Office 07, Outlook, IE, VPN, Adobe and Trend.• Managed permissions in Active Directory including folder, printer, file permissions and voice mail / network log on passwords.• Cleaned viruses from PC’s using Trend, Malware and registry edit if needed.

• Provided workstation technical support, upgrades and general maintenance.• Tracked projects, customers, PO’s and pricing in excel spreadsheet database.• Met with customers providing estimates, guidance with remodeling questions and customer service-related questions and concerns.• Followed up with customers assuring timely and accurate project completion.• Maintained product inventory and placed orders for all product needed for the job.

• Troubleshot Nortel VPN/Citrix connectivity issues on all Windows platforms. • Shadowed PC’s through Citrix to troubleshoot user software and ICA client issues• Worked with end users troubleshooting hardware and software issues concerning remote connections to the UBS network including personal home networks.• Created and maintained VPN and MeetMe accounts including security access rights, permissions and group access.• Monitored Mind Align Chat channels for user questions, problems, and escalations of high priority issues.• Answered incoming technical email questions and followed up accordingly.

• Promoted to Service Desk Supervisor after 7 months of working as a Service Desk Analyst.• Updated Company Policies and Procedures, Created documentation and flowcharts for routing procedures.• Created and presented Lunch and Learn presentations to the Help Desk staff and UOP Management to ensure proper training and knowledge of applications.• Assisted and helped turn around a under performing Service Desk which was not meeting Service Level Agreements into successfully meeting and exceeding all Service Level Agreements including Customer Satisfaction Ratings, FCRR, ASA and Abandoned Rate.• Monitored Queues including Voice Mail, Remedy, Email and Service Desk Analysts availability assuring hold times were down so the Service Desk had maximum coverage at all times.• Presented Quarterly Metrics and Service Level Agreements statistics to UOP and Honeywell Management. Compiled, reported, and emailed Daily Metrics Reporting to UOP/Honeywell upper management.• Held weekly meetings with all 3rd party vendors keeping procedures up to date, resolving any concerns, and keeping up positive working relationships.• Assisted Service Desk Analysts with technical questions, procedures, ticket routing, escalation and other general work or personal concerns.• Ran agent quality reports including weekly ticket audits for quality control and personally followed up with end users on all negative returned surveys.• Interviewed potential Help Desk analysts and reviewed current analysts yearly with recommendations for performance enhancement and raises.• Supervised the migration of over 3500 users in Active Directory and Microsoft Exchange mailboxes.• Supported client issues involving VPN, Citrix, Wireless, DSL and home networks.• Troubleshot LAN connectivity, TCP/IP, local printer, software and outlook issues including set ups, how to’s, and connection issues.• Configured, installed and troubleshot MS Office, Outlook and proprietary and non-proprietary applications.

Worked on local and remote PC's installing and troubleshooting software including VPN, MS Office, Outlook and Lawson.Trained the Help Desk team how to troubleshoot and resolve Microsoft based applications transitioning from a Legacy system to a Windows based platform.Created technical training documents for troubleshooting procedures to get our group up to speed on Windows based issues.Added and deleted user access for Microsoft Exchange, AS400, Outlook Email set-ups and set up network security rights.Worked on call support 24/7/365 carrying a pager and worked all the incoming emails that were sent to the help desk.Answered 25-50 incoming calls per day, plus worked with issues that required remote controlling pc to clean viruses.Troubleshot Printer issues in house and with remote users over the phone. Guided uses through setting up new printers and adding them onto the network.

Promoted to the 24/7 team after 9 months working at Abbott Laboratories.Supported over 5000 remote field users worldwide troubleshooting connectivity issues such as VPN, IPASS, Dial up and Crypto/Token Card synchronization.Answered and logged over 100 calls daily, FCR rate 85% for each call.Installed, Configured, and Troubleshot Lotus Notes, MS Office, VPN, Dial-UP, RAS, IPASS walking users through the set up and with SMS remote.Troubleshot LAN connection issues, printer issues and routed tickets to the next level when appropriate.

Handled all PC issues in the office and upgraded machines as needed.Met with customers to provide estimates and guidance with remodeling options.Handled all customer issue and concerns involving their remodeling project.Followed up with customers assuring timely and accurate project completion.Maintained product inventory and placed orders for all product needed for the job.

Upgraded and configured new business machines for Allstate Employees.Worked directly with Allstate Planners to execute orders and PC upgrades to suit the needs and standards for Allstate employees.Head of maintaining IBM asset tracking Allstate computers and components.Oversaw every PC upgrade assuring correct, quality and timely completion.In charge of ordering memory nationwide for Allstate employees including keeping up to date compatible and allowable upgrade within lease agreements.Application ExperienceWindows VISTA/XP/NT/2000 MS Office XP-03 MS OutlookMS Exchange Administrator MS SharePoint Lotus Notes R6-R5VPN / RSA Secure Tokens Crypto Card / IPASS Citrix / LAN DeskRemedy / Tivoli / Royal Blue Trend Micro / Rumba SAP / GNAV Palm Pilot / Blackberry AS400 / Novell Remote DesktopBlackberry Hand Held OS Blackberry Enterprise Mgr. Altiris / SMS Norton's / McAfee Antivirus Dameware / NetMeeting WebEx / GenesysInternet Explorer all versions TCP/IP - LAN/WAN MeetMe Audio ConfHP Open View Citrix Metaframe Ghost ImagingAvaya IP Agent /SVG Remedy Web Active Directory; 3