IT Service Desk Supervisor

EXPERIENCE

Technical Support Supervisor                                                       February 2003-Present

LTD Commodities LLC,  Naperville, Il

Provide leadership to a team of technical support representatives to ensure all interrelated computer warehouse systems function at optimized performance and efficiency. Supervise daily operations in a technical support call center environment. Implemented in depth training to new associates on existing and emerging software changes. Administer and manage IT security solution GFI. Provided level 1 & 2 support for desktop and notebooks System Administrator for the Symantec Anti-Virus server. Manage and administrated Cisco 1200 Wireless Access points in the distribution center facilities.  Identify opportunities that would benefit customers. Handle all customer escalation to resolve in a timely and efficient manner that benefits the customer. Worked on migration project to move enterprise to the SAP Platform. Manage and support all third party vendor software/hardware along with rf barcode devices. Implemented a 3rd warehouse facility that allowed the company to optimize the packing and shipping of product from one facility. Backup support for Avaya Tele-communication switches.

Lead Technical Analyst, I/T Specialist                                                    March 1999– July 2002

IBM, Naperville, IL

Served as lead over team of six technicians. Tasks included resolving technical failures in a timely manner and providing technical expertise for application upgrades. Prepared technical training and process documentation for team, to aid with day-to-day support issues. Project Lead for the implementation of the Tivoli Ticket System. Successfully developed and implemented regional training to over 300 employees. Designed and created training materials that were used across IBM enterprise.

I/T Specialist                                                                                                    July 1997 – March 1999

OAO, Naperville, IL

 Assisted with critical system outages, software upgrades, and capacity planning. Coordinated with software experts and help desks teams in a 24x7 availability environment. Support tasks involved maintaining  and managing a customer based company of over 40,000 employees, troubleshooting computer hardware, network, and application based problems on Windows NT, Windows 9x, Windows 2000, Unix, Solaris, and Linux

Skills

GFI

HK chec system

Mantissa

Rockwell automation

Datalogic scanners

Accusort scanners

Intermec  and Symbol rf scanners

Symantec End Point Protection V 11.6

Altiris 7.1 Sp2

Windows 2003/ 2008 Server

SQL 2005/ 2008

 SAP

Active Directory

Heat Ticketing system

SAP Service desk Management

Cisco IOS 12.2

Citrix MetaFrame

Cisco VPN

Checkpoint VPN/ Firewall

Avaya

MS Office Suite

Windows Vista/XP/7

Bilingual Spanish/ English

Certifications

IBM Certified Specialist for Windows 2000 and NT server and  Support

Novell Certified System administrator

ITIL V 2.0  training

Education

A.A.S.D- Associates Applied Science Degree                                                  1998

Computer Institute

Diploma, Network Engineer                                                                               1999

Computer Learning Center

ACTIVITIES & AWARDS

Team player award, Ltd commodities LLC

Quality Goal award, Ltd commodities LLC

IBM Night on the Town Award

IBM Night on the Town Award