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technical services team lead resume example with 20+ years of experience

Jessica Claire
  • Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
  • H: (555) 432-1000
  • C:
  • resumesample@example.com
  • Date of Birth:
  • India:
  • :
  • single:
  • :
Professional Summary

Information Technology professional with hands-on experience in demanding, fast paced environments. Effective at managing diverse team members to accomplish business goals. Highly focused and strongly oriented toward tangible, visible, measurable results, placing emphasis on proactive problem solving.

Skills
  • Guest services
  • Inventory control procedures
  • Merchandising expertise
  • Loss prevention
  • Cash register operations
  • Product promotions
Work History
Technical Services Team Lead, 02/2017 - Current
Texas Health & Human Services Commission Alvin, TX,
  • Direct a geographically diverse 32-member support team for the TD Bank account in a multi-vendor, multi- protocol systems environment comprising of 44 Campus locations and over 1200 branches.
  • Communicate with partner vendors, management and internal TD support groups to maintain 90 - 95% SLO target for all incidents/requests addressed by team.
  • Organize weekly team meetings for service / project review and knowledge sharing for improvement in service quality and advancement of team capability.
  • Responsible for ongoing performance management, process efficiency and development of staff.
  • Provide technical leadership and collaboration in the areas of change and incident management for both on and off-site desktop, server, and network support activities.
  • Engage in identifying, documenting, and resolving complex problems relating to product/service installation, update, configuration, operations, performance, or other aspects of information technology products and services.
  • Ensure all procedures and policies are followed to continuously strive to minimize/eliminate delays and work to foster a more proactive way of thinking with the team members.
IT OPS Analyst IV, 09/2016 - 02/2017
IBM City, STATE,
  • Delivered technical direction and worked closely with team members to meet or exceed all customer service requirements on the TD Bank account.
  • Performed varying degrees of problem determination and resolution of desktop hardware and software problems through the effective use of available technical resources, per contracted service level agreements.
  • Managed call flow and responded to technical support needs of customers.
  • Provided rotational 24x7 on-call support for critical server, Cisco switches, site power outages and related network equipment failure and worked with various internal support teams to resolve issues.
  • Utilized Microsoft MDT, SCCM and Quest One ARS to maintain asset management and remote software management.
IT OPS Analyst IV, 03/2008 - 09/2016
TD Bank City, STATE,
  • Desktop support, including workstations and associated peripherals.
  • Network (Switch, Router) deployment and support.
  • Server hardware/software support and maintenance.
  • Participated in projects, managed escalations, assigned work and interfaced with Regional Manager on service delivery improvements.
  • Collaborated with management in on-boarding new employees, ensuring quality support in growing service.
  • Led team projects for new roll outs of PC hardware and software installation/upgrades.
  • Provided rotational 24x7 on-call support for critical site outages involving site power, server and network equipment.
  • Proactively maintained and in-house tape backup solution at the banks Mahwah regional office, resolved issues with the Symantec NetBackup 6.5 servers and the Quantum Scalar i500 tape library.
  • Rolled out 2 CISCO VOIP phone implementations at 3 regional offices containing 450 users.
  • Performed layer 2 switch upgrades, device configurations and deployments.
  • Implemented a WI-FI rollout at 5 bank locations.
  • Managed PCLAN tasks for a Business Continuity Project at the Mahwah call center.
  • Supported various project phases to migrate 11 key departments off a local legacy HP server.
Senior LAN Analyst, 04/2003 - 03/2008
TD Bank, Commerce Bank City, STATE,
  • Installed software, modified and repaired hardware and resolved technical issues at 25 branches and 5 back-offices within New York City.
  • Supported Windows 7 desktops/laptops, data migrations and system imaging, network printer support; configuration, diagnostics utilizing HP Jet Direct utilities and Novell iManager.
  • Led disaster recovery efforts for the regional legacy Novell Netware servers.
  • Provided technical support on OS migrations, Lotus Notes upgrades, and installations for data encryption software (Safeboot).
Messaging Administrator, 06/2002 - 04/2003
Tek Systems City, STATE,
  • Provided email support at Sony Electronics including, configuration and administration of a 15,000 mailbox Microsoft Exchange 5.5 messaging network.
  • Provided second level support for Microsoft Outlook, OWA, public folders, group scheduling activities and mobility support for Blackberry and remote users.
Global Messaging Administrator, 05/1999 - 12/2001
CIBC World Markets City, STATE,
  • Supported the firm's 5000 mailbox messaging network in a mixed Lotus Notes/Microsoft Exchange environment.
  • Consolidated the firms' messaging infrastructure, migrated Lotus Notes to Microsoft Exchange 5.5.
Skills
asset management, tape backup, call center, Change Management, CISCO, Interpersonal Skills, hardware, encryption, Client Relations, customer service, delivery, desktops, direction, disaster recovery, Electronics, email, HP, imaging, information technology, laptops, leadership, Team Leadership, Lotus Notes, meetings, messaging, Microsoft Exchange, Microsoft Exchange 5.5, office, Microsoft Outlook, Windows 7, network support, Network, Novell, Novell Netware, OS, PC hardware, performance management, peripherals, policies, printer, Project Management, quality, Quest, Router, scheduling, servers, service level agreements, software installation, Switch, Cisco switches, Symantec, technical support, software support, Desktop support, phone, upgrades, utilities, NetBackup 6.5, VOIP
Education
Associate: Applied Science Electronics Engineering Technology, Expected in 1990
-
Hudson County Community College - Jersey City, NJ
GPA:
Status - Applied Science Electronics Engineering Technology

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Resume Overview

School Attended

  • Hudson County Community College

Job Titles Held:

  • Technical Services Team Lead
  • IT OPS Analyst IV
  • IT OPS Analyst IV
  • Senior LAN Analyst
  • Messaging Administrator
  • Global Messaging Administrator

Degrees

  • Associate

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