and dynamic IT professional, with extensive experience in managing and
supporting a service desk environment.
Documented success during 10+ years of career - from IT support tech to service desk manager with extensive knowledge of customer service and technical operations in both
call center and service desk environments.
Well versed in a variety of common operating systems, applications, and hardware with a proven ability to master new tools and technologies quickly.
oriented and analytical, exercises independent judgment and decision making
abilities in establishing technical standards, ensuring adherence, and in
evaluating technology problems and creating manageable solutions.
Efficient and highly motivated with working
knowledge of the principles and techniques of effective supervision and
In depth knowledge of evaluating tickets to determine trends and escalation paths.
Troubleshooting & Issue Resolution
End-user Training & Support
Scheduled & Ad Hoc Maintenance
Client Relationship Management
Supervision & Management of Service Desk Team
Rapid Ticket Response Times
IT Service Desk Manager, 09/2012
to Current Vetstreet – Yardley,
PA Recruited to lead an infrastructure migration from one parent company to new parent company while establishing a brand new service desk environment. Provide technical support for 200+ users and ensure proper maintenance of workstations, printers, and peripherals. Respond to user service requests and expediently resolve trouble tickets to maximize system uptime. Deploy new workstations and printers, installing operating systems, applications, and drivers, and configuring network properties and hardware. Manage service desk team of 3 support technicians. Key Accomplishments:
Develop and implement IT documentation for policies,
procedures, and end user support.
qualified service desk team through innovative hiring and training
Launch and support Surface Pro tablets for field and sales representatives.
Document Control System Administrator, 12/2011
to 08/2012 URL Pharma – Philadelphia,
PA Developed and implemented a
wide array of infrastructure components and technologies to document management
systems, including servers, document control software, SharePoint, eCTD, and
all regulatory affairs, document control, and document management-related
computer system validation projects. Assisted
in drafting, reviewing, and executing validations plans, URS and FRS
documents, and IQ/OQ/PQ protocols and test scripts. Continued to support SharePoint environment. Key Accomplishments:
Migrated MOSS 2007 to SharePoint 2010.
Upgraded workstations from Windows XP to Windows 7 using SCCM
SharePoint Administrator, 01/2009
to 12/2011 URL Pharma – Philadelphia,
PA Administered, deployed,
managed, monitored, upgraded, migrated and designed SharePoint servers. Promoted the SharePoint platform across the
enterprise by developing a strategic communications plan, internal branding
systems, content management best practices, training seminars, user groups,
e-newsletters and a highly unique and effective demonstration site. Key Accomplishments:
Promoted to Document Control System Administrator as a result of successful campaign with implementing and driving user adoption.
Awarded 2011 SharePoint Unsung Hero Award by Microsoft at the 2011 SharePoint Conference.
Successfully launched iPads for the MSL (medical science liaison) after crafting a business justification.
Migrated WSS 3.0 to MOSS 2007.
IT Helpdesk Analyst, 06/2007
to 12/2008 URL Pharma – Philadelphia,
PA Hired as the first helpdesk analyst to support an end user base of over 500 employees. Responded to user service requests and expediently resolve trouble tickets to maximize system uptime. Deployed new workstations and printers, installing operating systems, applications, and drivers, and configuring network properties and hardware. Supported disaster recovery plans, performing regular backups and creating Ghost images of workstations prior to upgrades. Key Accomplishments:
Promoted to SharePoint Administrator (newly created position) after exceeding management's expectations as a helpdesk analyst.
Outperformed peers by maintaining outstanding record of technical support service, resolving 95% of all trouble tickets without escalation to senior support specialists.
Substantially increased security and performance of systems by initiating installation of new anti-virus software and critical operating system updates.
Significantly reduced workstation set up time by developing a disk cloning procedure to streamline operating system implementation and security properties configuration.
Upgraded workstations from Office 2003 to Office 2007 via SCCM.
IT Support Technician, 06/2002
to 06/2007 Opalsoft Consulting – Cherry Hill,
Project Management Certificate: 2012 Temple University - Philadelphia,
Bachelor of Arts: Political Science,
2002 Rutgers University - New Brunswick,