IT Manager - Service Desk

Supervisor with staff in Clayton MO and Tempe AZ. Responsible for hiring, training and monitoring of level 1 and level 2 staff both in local and remote offices.

Service Desk Technical Support Specialist assisting users by utilizing remote tools to resolve Citrix, Windows, and smart phone issues.

As the team lead of the global service desk served as the primary escalation point. Worked with helpdesk manager and other key stake holders to document processes, improve service offerings and manage work force to optimize customer support.● Provided 24x7 remote end user software and hardware support in a large fast paced enterprise environment.● Documented incidents and requests of clients accurately then resolved or escalated as needed.● Took escalated calls and incidents from helpdesk staff to assist in providing resolution.● Trained staff on daily operational duties, technical skills and customer service practices.● Provided technical support and training to users and support staff on video conferencing equipment.● Maintained documentation and knowledge base materials for supported applications● Performed training and administration for Blackberry phones, iPhone and iPads.● Gained experience managing Apple devices using Mobile Iron and Blackberry using MDM/BES application.

Short term contract to deploy computer and phone systems was extended several times to help provide onsite support and assistance with other small projects.● Provided onsite and remote end user software and hardware support in a hospital/clinical environment.● Completed small project assignments as needed by Information Systems department.● Assisted with new phone deployments via the Cisco and Avaya managed phone systems.● Imaged new and existing hardware for deployment throughout the enterprise. ● Deployed new printers and performed maintenance on existing printers to extend life cycle of hardware.● Installed computers, deployed peripherals and used these opportunities to conduct wire/desktop management to utilize available space most effectively.

Provided desktop support, completed various projects, managed inventory to ensure computer refresh cycles within budget and performed technical training and security orientation for new hires.● Provided onsite hardware and software desktop support to a national call center. Also provided onsite and remote support to various sites in Missouri including the regional corporate office, water plants and remote offices (this involved approximately 25% travel time). ● Assisted Desktop Administration team in designing and managing standard desktop images.● Imaged, configured and installed computers as part of a hardware refresh cycle or as needed.● Inventoried and assessed all the workstations and technical assets using various tools to ensure the compliance to operating system/software version security guidelines.● Worked with business partners to plan, monitor and complete a project to meet the technical needs of the business for a 20,000 square foot expansion of the call center.● Installed phones using software configuration and/or cross connects on an Avaya PBX.● Planned and completed phone conversion project to implement Cisco VoIP systems at non-call center sites. This included audit of existing services, phone lines and removal of old equipment. Coordinated necessary work with external and internal resources to complete any work needed.

•Provided hardware and software desktop support to a national call center. Provided onsite and remote support to sister national call center of as needed.•Corrected software and hardware errors in a timely matter to lessen impact on business critical operations.•Assisted Desktop Administration team in designing and managing Call Center standard desktop images to keep current with new equipment purchases, various new software releases and adhere to various business needs.•Imaged, configured and installed computers as part of a hardware refresh cycle (every 3 years), to correct intrusive technical problems and bring all workstations to current software/operating system versions as needed.•Inventoried and assessed all the workstations using various tools to insure the compliance to operating system/software version security guidelines.•Worked with other ITS departments to maintain network phone voice mail and mainframe user accounts, including password resets, network account and roaming profile changes, Lotus email setup and maintenance.•Installed phones for internal clients using software configuration and/or cross connects on an Avaya PBX.•Performed any work required on project related or special needs work requests, including computer moves, network maintenance, desktop computer service as well as various software and hardware installations.

•Configured and installed 200+ computers in the West/South region for BJC Health System as part of the Clinical Desktop project.•Located and documented the computers and thin client terminals being replaced by workstation ID, placing all information in an asset inventory and/or updating it as needed.•Redeployed computers from storage to new locations if they met the current minimum hardware requirements.•Followed up and resolved issues after the installation for a minimum of 3 weeks using known fixes, referring to documentation or following typical trouble shooting procedures.•Coordinated the Clinical Desktop application roll out at Missouri Baptist Hospital and various other associated West/South region locations, total installs numbering more that 200+.•Provided on site technical support to the Clinical Desktop team after installation of the application.•Coordinated and completed project related Information Systems equipment moves at various West/South region locations.•Performed any work required on project related or special needs work requests, including various software and hardware installations.

•Provided primary support for the Portfolio Wizard application that was used by approximately 500 users globally within the Bank of America.•Provided on site support for approximately 30 users on the trading floors at downtown St. Louis MO location.•Used Microsoft SMS to provide PC support to end-users remotely, install applications and to roll out packages for PC or application updates.•Received training on and began using Tivoli Endpoint application for rolling out packages and software updates to remote users and the Tivoli Remote Desktop for support of users via remote connection.•Coordinated application testing and documentation of the existing and future versions of the Portfolio Wizard application including the modeling software Pivot and the client report generation software Pages.•Was responsible for the generation of monthly, quarterly and yearly client reports that were distributed through Sales Support Services to bank customers.•Documented application errors and procedural instructions of their fixes to be used by the support group and other related support areas within Bank of America.•Trained new hires on the supported applications, after re-organization was responsible for the training and hand over of support functions to the new Asset Management Support Group in Dallas, Texas.•Installed and configured any necessary applications used by the clients as well as built and configured new computers for clients as they arrived for replacement of old systems.•Performed builds of new computers with Windows NT and Windows 98 and did post build configurations verifying application integrity and usability. •Coordinated authorization of security rights setup for new users and existing users.•Documented and tracked calls received by the support group for reporting to management.•Assisted users in adding and configuring network and local printers for use from their PC over the phone.

•Provided primary support for the Portfolio Wizard application that was used by approximately 500 users globally within the Bank of America.•Provided on site support for approximately 30 users on the trading floors at downtown St. Louis MO location. •Provided secondary support for a Citrix ICA client application, as well as in-house support for the Maxxess service provided by Fidelity Investments and any other applications used on the Asset Management platform.•Used Microsoft SMS to provide PC support to end-users remotely, install applications and to roll out packages for PC or application updates.•Received training on and began using Tivoli Endpoint application for rolling out packages and software updates to remote users and the Tivoli Remote Desktop for support of users via remote connection.•Coordinated application testing and documentation of the existing and future versions of the Portfolio Wizard application including the modeling software Pivot and the client report generation software Pages.•Was responsible for the generation of monthly, quarterly and yearly client reports that were distributed through Sales Support Services to bank customers.•Documented application errors and procedural instructions of their fixes to be used by the support group and other related support areas within Bank of America.

•Provided on site support of desktop computers at St. Louis Children’s Hospital as well as Barnes Hospital and other associated buildings in the area in the Central Region.•Received problem tickets from the Level 1 support desk and contacted clients for problem determination and resolution or escalation.•Resolved issues with desktop computers using known fixes, referring to documentation or following typical trouble shooting procedures.•Received training on use of Tivoli Service Desk for remotely supporting end-users desktop computers.•Performed builds of new computers with Windows NT and Windows 95 also did post build configurations and verified application integrity and usability.•Installed and configured new and existing applications for use by the clients as well as performed any system maintenance or recovery.•Coordinated and installed upgrades to all clients in supported region that were still using the GroupWise 4 email client with the Email Administration Group.•Provided training and assistance to clients when needed on a variety of applications and platforms.•Performed basic printer maintenance and cleaning to network and local printers, assisted in the installation and configuration of network and local printers for use from a clients PC over the phone and/or did it directly as part of new user setups or trouble call issues.

•Provided primary point of contact phone support to approximately 20,000 users within BJC Health System, typical call volume averaged between 30 and 60 calls a day.•Documented 95% or more of all received calls to help provide excellent standard of procedure in the Help Desk and provide the best possible support of client issues.•Evaluated, resolved and escalated all Help Desk tickets that could not be closed by Level 1 analysts.•Documented resolved issues and the procedures needed for future use in resolving issues.•Monitored system, user outages and various issues. Paged the applicable support personnel and management.•Documented critical issues for reporting to management in daily meetings.•Assisted in interviewing of new hires and in evaluating the potential candidates.•Trained new hires in the use of applications supported by the Help Desk as well as provided assistance in learning the trouble shooting procedures needed to resolve client issues.•Maintained and monitored Help Desk and Field Support phone and cell phone list provided by Telecomm, resolved any discrepancies and provided updates as needed.•Performed builds of new computers with Windows NT and did post build configurations verifying application integrity and usability on computers used by Help Desk Analysts.