John J. Binder Email & Phone Number

Greater Philadelphia Area

Philadelphia, Pa

Managed refresh project upgrading 3,200 remote field users from Windows XP to Windows 7 at client site.Managed team of 6 direct reports: 3 schedulers, 2 remote desktop support, and 1 desktop 2nd level technician.Assigned break/fix and replacement tickets via Service Now system to team members based on skill set and current backlog.Monitored team exchange mailbox and voicemail system and assisted in addressing end user issues or delegating to team members for follow-up. Monitored and resolved production holds out of our fulfillment center, including engaging client resources if necessary. Routinely hosted team meetings and conference calls and presented monthly production reports to client for review .Implemented several changes in current processes to ensure seamless and efficient replacement of end user devices. Forecasted billing and inventory requirements for each fiscal quarter.

Phildaelphia, Pa

Managed all break/fix, IMAC services, and desktop support operations within Service Level Agreements at client site.Monitored desktop queue and assigned tickets to technicians via infra enterprise ticketing system.Assisted in managing our remote help desk to improve processes and address escalated desktop issues.Managed network printers, administered RSA tokens and restarted VM services for offshore devices.Handled hardware procurement and equipment disposal.Created and presented monthly SLA comparison reports for client review.Prepared, managed and submitted all billing.

Great Valley, Pa.

Performed asset queue management by capturing all serialized equipment in the environment, including ergonomic equipment via two separate tracking systems (HP OpenView & Qualiparc) at client site.Maintained spreadsheet for Software Applications and Licensing .Researched and resolved all problem incidents dealing with hardware serial number discrepancies.Responsible for ticket creation for all moves, equipment pick-ups and off - boarding's.

Great Valley, Pa

Managed daily operations for a service desk at client site, consisting of 13 direct reports across two locations.Addressed all personnel issues including on-boarding/off-boarding, scheduling, disciplining, annual reviews, and time sheet approvals.Integral part of the hiring process by conducting phone screens and off-site/on-site interviews.Routinely participated in departmental meetings to determine ways to increase customer satisfaction and identify training opportunities for the Service Desk.Expedited critical issues, and followed-up on user kudos/complaints.Managed and assigned user emails and tickets in HP Openview & Remedy ticketing systems to team members based on individual skill sets.Managed and member of on call team providing 24x7 critical application support during non-standard business hours.Assisted in creation of online knowledgebase to increase ease of accessibility to Service Desk agents thereby reducing call handling times and increasing customer satisfaction.Prepared, managed and submitted all billing for the Service Desk team.

Great Valley, Pa.

Provided 1st level IT support, including Windows XP, VPN client, Office 2003, and 1,800+ proprietary and 3rd party apps at client site.Provided a professional and personable interface to the end-user community.Call acceptance/tracking (approximately 30-60 per day) in accordance within company SLA’s.Conducted proactive call management by updating the status of outstanding calls and periodically notifying end user’s of their status.Setup and management of the loaner laptops & cell phones, including periodic audits of loaner pool inventory.Followed up on tickets and emails in my assigned queue and expedited when requested.

Philadelphia, Pa

Part of team deploying all HP lease replacement systems at client site Independence Blue Cross.Performed quality assurance testing on all equipment prior to deployment, including bench testing each unit to ensure all hardware is fully functional, and that all necessary applications and special requests were addressed by Paulsboro’s config center.Upon deployment, assist users with their own individual bench test, and address all issues regarding their new equipment to ensure a seamless transfer.Assisted as a road technician in deploying new and leased equipment to various work at home users throughout the tri-state area.

Philadelphia, King Of Prussia, Blue Bell

Participated in multiple hardware rollout replacement projects, including XP to NT workstations.Deployment included imaging, one off software installation, data migration, pc and peripheral installation.

Great Valley, Pa

Established, maintained, evaluated company goals (safety, production, quality) and issued monthly comparison reportsAssisted with all administrative, disciplinary and payroll issues, and served as a member of plant quality steering committee.Created weekly work schedules for 48 department employees.Acted as liaison between customers and sales representatives to resolve processing difficulties.Member of team responsible for a 45% reduction of Work in Progress (WIP). Helped reduce workload by analysis of constraints.Improved product quality by implementing engineering and procedural changes and coordinating Assisted in scheduling of approximately $6.5 million of raw material per month and implemented procedures to eliminate schedule-related defects.Assisted LAN administrator with maintenance of Novell network and handling of hardware and software issues.

Great Valley Pa

Supervised a manufacturing department (16 direct reports) on a rotating shift basis.Coordinated and expedited customer shipments by effectively managing daily production schedule.Inspected processing and packaging of finished goods material for compliance within QS - 9000 guidelines.Conducted monthly safety huddle meetings and addressed all employees issues in a timely manner.Assisted in implementation and training of customized GUI production tracking system.

Great Valley, Pa

Coordinated and expedited steel processing for all orders processed at the Malvern facility.Monitored material inventories, tracked progress of production and reviewed factors that affected schedules.Assisted with Quality System (QS 9000) implementation and registration.

Networking Adminstration Diploma 2002

B.S., Commerce & Engineering Operations Management

Activities and Societies: Commerce and Engineering Society