Job description:- build a qualified service desk team through innovative hiring and training- choose appropriate technology and other resources to maximize service desk effectiveness- build a foundation of procedures for delivering excellent customer care. - develop and maintain formal procedures for consistency and increased productivity - implement methodologies to improve first call resolution, manage customer perceptions, and build strong internal relationships - analyze service desk performance through various statistical and reporting methods- evaluate the performance of team members- responsible for Incident management implementation and optimization- provide regular incident bulletins to IT support staff concerning open issues- develop, co-ordinate and promote incident management activities and take responsibility for the effective functioning of the Incident Management processes across all support areas- provide expert advice to all support staff in the resolution of Incidents, including negotiation with customers and service teams in order to resolve issues which may delay resolution- Produce metrics for service performance and customer satisfaction both on a regular and an ad hoc basis- Provide guidance on Incident Management to all support staff and assist in their training and knowledge development

Job description includes:-Centralized management of users (more than 5000) using Active directory -Centralized management of desktops and servers (more than 5000) providing a centralized point of control, providing updates to the software installed, installing applications in centralized manner.-Design, implementaion and administration of main file transfer application (CA Data Transport) used for inter-site communication (few hundred sites)-To provide helpdesk activity for the remote administrators if that was the case-Centralized management of antivirus solution for all desktops (policies, updates, remote installations)-Centralized management of the network equipments including routers, switches, hubs

- Implementation of software products made by Computer Associates (Network Management, Desktop Management, Storage, Security, Portal Technology)- I had to discuss with the clients about their needs, to analyse their requirements and to provide the best solution based on Computer Associates's software programs to meet their needs. - Other task was to customize and tailor the solution provided to the clients according to their requirements- I also had to create the project management for the solution provided to the clients- To combine the projects’ management from my colleagues for a better allocation of resources was also my task- I have performed a live presentation called “Data Storage Management using BrightStor” at ROCS 2003, in December- I have kept lots of trainings on Computer Associates products at the clients’ sites and at company’s offices, in Romania, Greece, Bulgaria

I had to manage the entire company's network including switches, computers, users, cablesI had to provide helpdesk for the users.

I had to manage the entire company's network including switches, computers, users, cables.