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Director of Helpdesk Resume Example

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DIRECTOR OF HELPDESK
Summary

New York Technologist with 20 years' experience in managing resources and systems in IT service operations, system administration, procurement, security and compliance. Dedicated and enthusiastic worker that is always looking for ways to improve and streamline technology operations and risk management. Strengths are in team management, aligning business needs with technology, and managing multiple high priority requests in a demanding environment.

Skills
  • ITIL Certified (2014)
  • Service Now (2014)
  • CompTIA Network +
  • ConnectWise, Oracle EBS, Peoplesoft, MS Dynamics CRM, Active Directory, Puridiom, Eatec, WideOrbit, InfoGenesis, iCIMS, CCURE, Aware Manager, Workbrain, MobileIron
  • Asset Management, Processes
  • Budget, Quality
  • Change Management
  • Service desk support
  • Organizational skills
  • A level, Access, Team management
  • Accounting, Microsoft Exchange Server 5.5, User support
  • Active Directory, Windows, Phones
  • Asset Management, 2000, Terminal Server
  • Backup, NT 4.0, Toshiba
  • Budget, Network, Employee development
  • Call center, Oracle, Upgrades
  • Catalogs, Organizational skills, Upgrading
  • Change Management, Payroll
  • Hardware, PC hardware
  • CRM, PCI
  • Clients, Peoplesoft
  • Client, Peripherals
  • Customer service, Personnel
  • Customer support, Policies
  • Decision support, Pricing
  • Delivery, Printers
  • Dell desktops, Processes
  • Documentation, Procurement
  • Engineer, Profit
  • Senior management, Program development
  • Executive management, Quality
  • Financial, Quality Assurance
  • Firewall, Reporting
  • Functional, Routing
  • IBM, Software troubleshooting
  • Inventory, Strategy
  • ITIL, Supervision
  • Laptops, Supervisor
  • Leadership, Switch
  • Managing, System administration
  • Troubleshooting
Experience
Director of Helpdesk
City, StateCompany Name/Aug 2017 to Current
  • Supported 300 customers each having a range of 25 to 3000 users in their day to day helpdesk issues where I led a team of 46 engineers to ensure that the issues were addressed such as data connectivity issues, firewall, switch, etc.
  • Produced status reports for customers and senior management.
  • Maintained close connection with clients to quickly identify and resolve problems.
  • Completed thorough risk assessments and deployed management and response strategies to prevent roadblocks.
  • Supervised and trained 46 engineers both onsite and remotely ensuring staff was knowledgeable with each specific client, their needs were met and their environment was learned.
  • Managed Quality Assurance, and technical engineer team, as well as third party vendors and and provided leadership and oversight on their role, as well as their certifications to ensure that they were growing and learning new technology.
  • Provided recommendations on policies and processes.
  • Managed team and collaborated with them.
  • The team is in different locations such as NYC, Philippines, FL, London and Canada.
  • Connected with customers and provided analysis of end user feedback into improvement processes.
  • Streamlined decision support reporting process by tailoring methodologies and meeting compliance requirements for clients in the Healthcare, Non Profit, Entertainment and Financial and Technical Industries.
  • Some examples are Northwell Health, Riverspring Living, Memorial Sloan Kettering, Family Service League, etc.
  • Evaluated operational trends and made proactive strategy adjustments to maintain alignment between performance and objectives.
  • Reviewed quarterly financial profitability reports and reconciled accounts and reviewed tickets to ensure information was current and accurate.
  • Planned daily operational strategies, including delivery routing, team workflows and promotional initiatives.
  • Coordinated schedules and day-to-day activities of the team to satisfy project and operational needs.
  • Generated reports to assess performance and make adjustments.
  • Directed training improvements to reduce knowledge gaps and eliminate workforce performance inefficiencies.
  • Assigned work to employees based on project requirements and individual team member strengths.
  • Conferred with other managers, technical personnel and team leaders to coordinate efficient site work and maintain tight schedules.
  • Ensured the team was cross-trained in every role to maximize operational knowledge.
  • Conducted staff evaluations and determined promotions and realignments or reductions in workforce.
  • Analyzed and identified improvements to implement in department systems and controls.
  • Trained 46+ engineers on best practices and protocol while managing teams to maintain optimal productivity.
  • Oversaw customer service and satisfaction initiatives, reporting to management on successful strategies.
Manager
City, StateCompany Name/Jan 2005 to Jan 2017
  • Promoted from Systems Admin to Supervisor ('08) & to Manager ('10) IT Service Management & IT Service Desk.
  • Lead vendor selection and implementation of a new outsourced IT Service Desk with Service Now & Logicalis using ITIL, reducing annual cost by 20% and improving service quality by 10% based on recurring surveys.
  • Direct oversight of outsourced Service Desk provider relationship for 100+ member IT department and 10K+ company employees.
  • Liaison with Management to identify and communicate priorities for support, communication and projects between IT Department and external Service Desk.
  • Create and maintain documentation for the Knowledge Base to maximize customer support opportunities across all functional groups.
  • Security, Audit and Compliance.
  • Participate in the preparation and regular monitoring of the MSG Data Security, PII, PCI and SOX compliance policies and guidelines.
  • Function as the primary technology liaison with Internal and External Audit for quarterly SOX reviews and annual SOX certifications for Security, Operations and Change Management procedures and controls.
  • Responsible for the set up and adherence to procedures for all user rights and set-up, security levels, system configurations and financial and system administration responsibilities.
  • Plan, direct, monitor and assist with audit corrective action plans and remediation process around IT and operational items.
  • Maintain detailed procedures and work instructions, recommend control improvements, as well as measuring against our policies and processes, financial controls, exceptions and access conflicts to be able to provide a level of comfort that we are operating effectively and with minimal risk.
  • Account Administration & Identity Management.
  • Lead team of systems administrators who function as the gatekeeper of all company system access and key configurations for PCI, SOX and HIPAA systems.
  • Provide guidance to executive management with regards to security rights and to ensure access is appropriate and approved by the proper management level inclusive of segregation of duties conflicts, high risk permissions, and inappropriate security group requests.
  • Technology Procurement & Asset Management.
  • Direct oversight of $1.5M budget for procurement of PCs, tablets, phones, printers, peripherals and software licenses.
  • Manage vendor relationship for procurement of all company PC hardware and software.
  • Maintain and track inventory of all application licenses and PC hardware to ensure equipment is properly collected during terminations, distributed during new hire onboarding and updated based on deployments.
Solience Sys Information Systems Technician
City, StateCompany Name/Jan 2002 to Jan 2005
  • Sole IT person in house; provided network user account administration using Windows Advance Server 2000 for 62 users Maintained the File server – Advance Server 2000, Microsoft Exchange Server 5.5, and Terminal Server – NT 4.0 Responsible for printers (Toshiba E-Studio 550, 55, 45 and 4511), IBM/Dell desktops and laptops related hardware/software troubleshooting, installation, upgrades, and preventive maintenance.
  • Responsible for maintaining and upgrading accounting, and payroll software.
  • Responds to client's inquiries and questions concerning their access of network resources.
  • Monitor the corporate's virus protection software.
  • Ensures successful data backup completion on a daily basis.
  • Restored selective data as requested by users; recycled the backup media on a daily basis and prepares it for off-site shipment.
  • Reviews catalogs, interview suppliers, analyze pricing, specifications, and delivery dates with vendors to purchase equipment and approve invoices from vendors for both internal and external customers.
  • Creates and maintains accurate inventory of all assets and creates purchase orders for the acquired equipment.
Education and Training
B.S: Information TechnologyAmerican Intercontinental University2008City, State
  • Certified ITIL, [Company Name] - [Year]
  • Licensed [Job Title] - [Year]
  • Area of certification], [Company Name] - [Year] Judy Colon
Interests
  • Activities , Member, Small Business Association (2008 - present)
  • Participated in a social distancing fundraiser for a multi-service, community-based social wellness agency, Federation of Organization. This socially distanced 35k ride and 5k run provided all proceeds raised to help to meet the needs of individuals in recovery, those living with chronic medical conditions, adult home residents, the homeless, low-income seniors, and at-risk children.
  • Xxx, xxxxxxxx
  • Xxxxxxx
  • Xxxxxxxxx .
Activities and Honors
  • Member, Alumni Association
  • Member, Small Business Association (2008 - present)
Websites, Portfolios, Profiles
  • www.linkedin.com/in/judy-colon-271589ab
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Resume Overview

School Attended

  • American Intercontinental University

Job Titles Held:

  • Director of Helpdesk
  • Manager
  • Solience Sys Information Systems Technician

Degrees

  • B.S : Information Technology

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