Manager or Director Resume

Desired Industry: Customer Service/Technical Support	SpiderID: 21421
Desired Job Location: West New York, New Jersey	Date Posted: 6/25/2008
Type of Position: Full-Time Permanent	Availability Date:
Desired Wage:
	U.S. Work Authorization: Yes
Job Level: Management (Manager, Director)	Willing to Travel: Yes, Less Than 25%
Highest Degree Attained: Bachelors	Willing to Relocate: No

Objective:
I have extensive experience in the IT field. I have managed technical staff and provided executive level support and involvement. I have over 8 years experience in technical and administrative support as well as over 15 years experience working with computers in a variety of capacities.

Throughout my career, I have worked hard to provide quality service to the users I support and have trained staff in multiple positions to provide the best possible customer care while resolving issues in a timely manner.

I am ITIL Foundations certified and have received training in BMC Service Desk Express, Level 2.

Experience:
2006 � Present
The Hobart West Group
Help Desk Manager
Florham Park, New Jersey

� Supervised nationally located staff of technicians and contractors supporting 1000+ users on Windows XP platform
� Developed support matrix and reporting metrics
� Developed process and procedures related to Information Technology requirements
� Developed company policy for cellular phone, Blackberry and e-mail technology
� Implemented inventory control and recycling system
� Implemented BMC Service Desk Express and Configuration Management Express
� Maintained licensing records and updated licensing statuses
� Implemented Blackberry Enterprise Server and related support structure
� Purchasing and Procurement for all end user IT equipment, accessories, and videographer equipment
� Review and approve computing equipment and software purchases, keeping in mind the appropriateness of the purpose, compliance with company objectives and availability of budgeted capital

2003 - 2006
Wildlife Conservation Society
Help Desk Manager
Bronx, New York

� Supervised a staff of technicians and contractors supporting 2000+ users worldwide on Windows 9X, NT, and XP and MacIntosh platforms.
� Developed reporting metrics for Help Desk.
� Implemented an inventory control system. Implemented Intuit Track It Help Desk reporting software.
� Developed processes, procedures and policies related to Information Technology requirements.
� Developed bulk purchase plan for computer purchases.
� Administered Exchange accounts and user rights.
� Direct contact with vendors for all IT related purchases.
� Implemented custom imaging solutions with Dell and Norton Ghost.
� Review and approve computing equipment and software purchases, keeping in mind the appropriateness of the purpose, compliance with company objectives and availability of budgeted capital.

2001 - 2002
Innovative Technology Solutions
Help Desk Manager
PDI/Upper Saddle River, New Jersey

� Supervised staff of 6 supporting 4300+ pharmaceutical sales representatives, their management staff (Pfizer, AstraZeneca, Roche, Novartis, Bayer, etc.) and in-house personnel in standard Windows and Microsoft applications as well as proprietary software, set up and implementation.
� Report design and implementation using Crystal Reports to design reports generated from Track-It Help Desk reporting system.
� Developed a reporting metrics using Crystal Reports and Microsoft Excel.
� Designed and implemented Help Desk technical manual and end user documentation.
� Dispatched Certified Dell Technicians to support the field staff.
� Trained help desk support staff and evaluated computer system images and updates.
� Administered Exchange rights for users.
Key Projects and Achievements:
� Implementation of BMC Service Desk Express and Configuration Management Express for Helpdesk automation and asset management
� Company-wide physical inventory project for augmentation of Configuration Management Express database
� Implemented national recycling program for aged computer equipment and lifecycle plan to replace aged equipment
� Budget verification for multiple campuses for computer purchases
� Implemented a full-scale computer equipment-recycling plan for five campuses to align the IT department with the organizations Green policy
� Exchange 2003 rollout and restructuring project
� Equipment replacement plan to remove Windows 9X computers from network
� Office 2003 roll-out for of replacement for Office 2000 and 97.
� Desktop deployment to field staff nationwide
� Inventory control system development and implementation
� Deployed software add-ons for managerial staff for integration with a customized intranet based expense-reporting system
� Maintained an overall Help Desk first call closure rate of 80 90%

Education:
New Jersey City University (formerly Jersey City State College)
1984
Undergraduate Studies

Computer Learning Center
1989
Certified in Computer Operations/Programming
Graduated with 4.0 GPA

ITIL Foundations Certified

University of Phoenix
Present (15 Credits remaining for a Bachelor�s Degree BS/BM)
Presently maintaining 3.41 GPA

Reference:
John Serbetzian
CIO, The Hobart West Group
845-649-0297

Janet La Quintano
Regional Vice President, Hobart West Solutions
856-889-8364

James Pelley
National Director of Production, The Hobart West Group
312-961-5745

Micah Adelstein
Operations Manager, Esquire Deposition Services
914-443-7860

Marla Mohr
General Manager, Esquire Deposition Services
215-988-9191

Candidate Contact Information:

Name: Donna Herrera
Street: -	Phone: 201-937-6434
City: West New York	Fax: -
State: New Jersey
Zip: -
Web Site: