Accomplished and personable Help Desk Manager with a consistent, proven track record of exceeding goals.

  Stellar listening, verbal communication and interpersonal skills to build, train and lead a support team.

  Retained 95% of staff members by creating a positive and sustaining work environment.

  Honored with five Certificates of Achievement during staff meetings.

  In-depth understanding of data communications protocols and networks, including TCP/IP.

  Proficient with Microsoft Office Suite; SQL; C++; and Remedy software.

  Veteran, U.S. Army (counter intelligence).

> Technical Support > Team Leadership/Management > Team Training/Coaching

> Continuous Improvement > Interviewing & Hiring > Purchasing

Help Desk Manager/Systems Support Specialist, State of Xxxxxx Jan. 1997-Jan. 2017

  Led 20 help desk personnel dispersed across 10 different offices for the Department of Labor and Environment and Conservation, including interviewing candidates; hiring personnel; and conducting performance reviews.

  Supported 15,000 state employees with a variety of technical support issues.

  Analyzed, designed, implemented and maintained network-based software as well as end-user hardware.

  Installed and maintained operating systems and application programs.

  Researched, developed and maintained backup and disaster recovery plans, as well as the security of network and web servers.

  Monitored wide area network (WAN) across access-layer, network infrastructure and core system services.

  Conducted network integration and system administration in a local area network (LAN) and WAN setting.

  Established user accounts in Microsoft Active Directory domain and Microsoft Exchange email server.

  Set up file and share permissions, and configured network printers.

  Identified and resolved hardware maintenance issues down to chip level.

  Evaluated requirements and installed and supported video conferencing equipment.

Accomplishments:

  Honored with five Certificates of Achievement during staff meetings.

  Retained 95% of staff members by creating a positive and sustaining work environment.

President and CEO, Automated Communications June 1990-Jan. 1997

  Analyzed and designed full line systems for network technology and communications companies.

  Provided technical support for software and hardware systems.

President and CEO, Automated Communications June 1990-Jan. 1997

  Installed LAN networks and also served as Network Administrator.

  Developed software for a variety of PC-based telephone switches and computing systems.

  Drafted installation procedures for hardware and software products.

  Identified and fixed hardware or software problems such as operating system errors and malfunctions.

  Coded application software for various types of applications, including statistical analysis, data modification and ad hoc reports or other single application programs.

President and CEO, Telco Systems Management Oct. 1985-June 1990

  Created a completely integrated software package for telephone companies, earning certification from AT&T.

  Helped the company secure an initial public offering (IPO) in Sept. 1986.

  Established billing agreements with local exchange carriers for software and hardware supply and consulting, as well as billing agreements with several resale telephone companies for consulting and support of billing and switching applications.

Associate of Arts (AA), Business Administration, Contra Costa College

Completed 140 hours of study toward a Bachelors Degree

Completed Project Management; Information, Security and Network; Microsoft Streamlining Tasks; Activating and Achieving ITIL Certification; and Edison Accounting Software training, among other subjects.