Phillip Marker Email and Phone Number

As a Support manager, a need was discovered to create a Tier 3 group. The Tier 3 team handled escalations that required additional research and collaboration with other teams within I/S. Additional duties included small projects and management applications the organization. Application management included VMWare/VDI, Print Logic, Adobe Management Server, and Ivanti ITSM/ITAM.Ivanti Service Desk Manager ITSM/ITAM Administration – Maintained and configured a new environment for 7 departments including Information Systems to increase efficiency with problem tracking, projects, incidents, and asset management.

Ensured operational success for all support teams and reported updates to upper management. Job duties included hiring, termination, disciplinary actions, and forecasting to predict growth to determine ongoing requirements regarding tools, personnel, and additional training for all teams. Administered the ITSM solution for the department. Administered SCCM to ensure successful deployments of managed software across the organization. Maintained vendor relations to successfully procure assets at a competitive rate.

Coordinated with the Support Manager to achieve operational success with the Tier 1, Tier 2, and Hardware Support teams which included training, coaching, and weekly status meetings. Continued hands-on support to help build solid teams to achieve operational success.

Duties include handling all calls unresolved within the allotted time from Tier 1. More in depth troubleshooting which included on-site visits, equipment replacement, image changes, registry changes, and collaborating with other IS teams. Rotating on-call technician for outside business hours support.

Provided support to the corporate offices and over 360 stores. Resolved connectivity problems between corporate offices and the stores. Support in house software at stores. Assigned multiple projects which included OS/Equipment upgrades. Managed store openings by configuring/testing all equipment prior to store opening. Supported Microsoft Exchange email, Microsoft Office 97/2000/2003, Microsoft Windows 95/98/NT/2000/XP, and AS/400 issues for end-users. Used remote tools such as SMS, PcAnywhere, and VNC to support end-users. Provided support for various 3rd party applications. Created images for corporate and store computers. Registry management for various OS/Application issues.