Executive Desktop Support Lead
Earthlink Corporation
Total years of experience :29 years, 8 Months
Technical Lead of Tier 3 technical support staff and Equipment Fulfillment Center employees supporting over 3, 500 users.
•Conducted technical interviews and assisted in hiring technical staff.
•Responsible for coaching, mentoring, technical training, organized weekly meetings to access progress as well as meeting approved metrics/objectives for team by setting and clearly defining departmental goals and deadlines.
•Planned, implemented, and maintained service level agreements for technical support.
•Managed other employees (3-4 direct reports), kept accurate accounts of days off, workload and ticket management delegation and tracking, and performance evaluations.
•SLO accountability reporting to management and weekly meetings.
•Partnered with various departments on executive technical escalations and issues through to resolution.
•Managed vendor relationships with Dell, IKON, Meridian, and NCR.
•Advanced Technical Support knowledge managing multiple projects and resolved technical issues.
•Key person responsible for technical support for Executive staff including CFO, COO, CEO, and CIO (References Available).
•Key IT contact partnering with the legal team for support on ongoing corporate litigation issues.
Small Startup Company with 2 other partners and 4 staff members.
Tasked with vendor relationships, product lifecycle strategy, patent logistics, & prototype development.
Planned, developed, & tested new products for Apple iPad; DOCKr.
Documented & Defined Corporate Strategy and Vision for company.
Ongoing web design including vendor management and support of their online ecommerce website (www.bijouxbellagio.com).
•Coordinate directly with Store Managers & CEO on technical implementation, process improvement, troubleshooting technical issues, and remote POS support.
•Tasked with documenting and maintaining POS technical procedures and processes.
•Identify, troubleshoot and work with Vendors on any related technical outages.
• Implementation of hardware and software standards at each retail site (8) along with firewall and Network Security implementation.
•Upgraded and new store IT build-outs of multiple POS retail locations including purchasing and inventory management of IT Equipment.
Client Support Services supporting over 6000 users (workstations) in Sprint's Southeast Region.
Responsible for managing and guiding onsite technical support staff that provided break/fix hardware/software troubleshooting of all retail POS PC Hardware and related peripherals and voice support including Meridian, Norstar and Nortel PBX systems.
•Responsible for installation, configuration, troubleshooting and support of POS Windows Operating Systems and Servers (6-8 servers) at stores.
•Troubleshot, installed and configured Cisco Network Equipment including VOIP and Wireless topology. Advanced understanding and support of LAN topologies including TCP/IP.
•Managed web-based time tracking software, helpdesk ticket tracking system, ticket summary report tool (Oracle-based) and a hardware inventory tracking system.
•Managed vendor relationships with Dell, Toshiba, Lanier, Danka and NCR.
•Kept accurate accounts of days off, workload tracking, performance evaluations, accountability reporting to management and bi-weekly meetings.
•Addressed escalations resulting from missed deadlines (SLOs) and unresolved issues (i.e. software errors resulting from failed SMS pushes) and tasked with researching resolutions.
•Provided guidance and direction by serving on technical documentation groups including POS Technical Procedures, Wireless Support, and POS Store Closing focus groups respectively.
•Nominated and successfully completed Sprint’s Leadership Development Program (2003).
•Planned and coordinated the build out of several Sprint PCS POS Retail stores, working with vendors and direct reports tasked with delegating work and meeting approved deadlines.
Key person responsible for IT support for Executive staff including CFO, CEO, and CIO.
•Established working relationship with executives by effective communication while providing technical support for their Novell/W2K environment.
Overall responsibilities included specialized training, project management and tracking.
•Responsible for Training Center and course materials administered to internal and external customers.
•Evaluated, installed, and tested course materials (CBTs) on different OS platforms.
•Responsible for cross-departmental team of specialists tasked with completion of projects.
•Coordinated timeline and delegating responsibilities with team of specialists temporarily assigned to project implementation and testing.
,
(