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Summary

Over 15 years’ experience in service desk management and technical support operations.  Successfully managed help desks, desktop support, and security administration in diverse industries

Skills

Professional Skills
  • From 4 to 30 direct reports on help desks, desktop support and IT security teams.     
  • Incident management, SLA management, Knowledge Management, Remote teams
  • Team Building, Personnel development, Customer service, Staff hiring/training
  • Help Desk Software: Clarify, Remedy, C1, Footprints, Siebel, Talisma, Right Now
  • Technical Support: Microsoft Windows(2000/XP/Vista/7/8), Sun Solaris, SAP R/3,
  • Phone Systems: Nortel, Shoretel, Avaya, Qwest/Century Link

Work experience

2013Present

IT Support Manager

Comcast
  • Oversaw development of back-line service desk team into an operations desk with responsibility for systems administration, system monitoring and end user support
  • Conducted weekly meetings and annual summits to maintain team cohesion and continuity for virtual team with remote technicians in 4 midwest and west cities.
  • Coached 3 employees to career advancement via promotions to other departments  
20092013

Help Desk Manager

Pearson eCollege
  • Manager on a staff of 3 managers creating strategy and overseeing daily operations for an 100 person local call center as well as 250 remote staff.
  • Collaborated with fellow managers and peer departments to introduce new 2 tier strategy for maintaining support levels while adapting to strategic changes.
  • Maintained direct reporting employees in Denver, Indianapolis, and Boston.
  • Managed remote teams in Boston, Glenview, India, and the Philippines.
  • Improved employee job morale and performance through the implementation of a metrics based scorecard system, and an employee recognition program.
20072009

Support Services Manager

The Sports Authority
  • Implemented an ITIL operations structure of Incident Management and Problem Management by creating management processes, reinforcing operations best practices, and providing key metrics.
  • Reduced abandoned calls average to less than 10% and improved average speed of answer for calls by more than 55% within the first 3 months
20062007

IT Help Desk Manager

Colorado Community College System
  • Coordinated virtual help desk operations for 13 community college campuses and 6 Colorado state technical schools.
  • Developed over 50 new technical support processes for help desk support of more than 150,000 Colorado state students, faculty, and administrators.
  • Implemented new Help Desk software, Numara Footprints, and served as Systems Administrator. Installed Footprints for 13 state community colleges.
20042006

Help Desk Supevisor

Istonish
  • Implemented the start up of a successful 20 person multilingual help desk in support of JD Edwards enterprise software.
  • Maintained 2 direct reports on a remote team in Pleasanton, California.
  • Drafted and published metrics reports for monthly presentations that highlighted successful fulfillment of SLA’s and customer expectations.
  • Created a help desk knowledge base by documenting over 150 technical procedures along with department support processes.

Education