Desktop Manager Resume Sample
Mckenzie Marvin
3946 Kub Fields,
San Francisco,
CA
+1 (555) 498 7585
Work Experience
Desktop Manager
09/2016
-
PRESENT
Detroit, MI
- Continuously promote and demonstrate a high level of personal commitment to exceeding our end customer’s expectations with every interaction. Resolve customer satisfaction delivery or other issues responsively and professionally
- Support the Director with the formulation of a 3-5 year strategy for IBCC Customer Experience and Desktop solutions complementing the strategic direction of the Bank’s Customer Experience management focus
- Develops executive presentations to International Banking’s Executive and Sr. Management on system enhancements or new desktop tools
- Upervisory or managerial experience required
- Experience in telecommunications industry required
- Experience in Technical Support call center or field operations environment experience required
- Excellent written communication, organizational, time management, presentation and problem solving skills are essential
- Experience with product management or product design with a focus on software products and technologies in an enterprise environment
- Skilled at developing and exercising cross-functional influence, translating requirements between business owners and functional technical team
Desktop Engineering Manager
02/2011
-
03/2016
San Francisco, CA
- Proactively initiate, develop, and maintain effective working relationships within the organization
- Work collaboratively with different teams to design and execute on a given technical solution, managing multiple initiatives, and define roadmaps
- Proven track record of thinking outside the box and exploring new approaches to problem solving
- Experience with software packaging and working with SCCM
- Knowledge of MSI and SMS technologies
- Prior experience with managing and writing documentation
- Extensive experience supporting desktop and mobile computing environments for 300+ seat sites
Senior Desktop Applications Product Manager
06/2007
-
01/2011
Los Angeles, CA
- General networking knowledge, communications patching, knowledge of cabling technologies
- Demonstrated operating knowledge of the following
- Own and maintain direct and effective communication channels with suppliers’ US or HQ contacts
- Manage suppliers’ supporting NPI and EOL
- Lead the development of the firm’s desktop engineering architectural roadmap to deliver efficient computing solutions to TIAA’s core businesses and integrated/affiliated lines of business
- Define and execute the management of the firm’s strategic desktop computing roadmap, including operating system and hardware strategies as well as core supporting tools
- Ensure resources are aligned and maximized along the enterprise’s objectives
Education
University of Michigan Detroit Center
2003 - 2007
Bachelor's Degree in Computer Science
Professional Skills
- O Superior client engagement skills, Demonstrated success in building and maintaining effective customer relationships, particularly with those in decision making roles
- Excellent prioritization, attention to detail, time management, problem solving skills, and commitment to quality and solution oriented service are required
- Have excellent organizational, project management and problem-solving skills
- Strong organizational, presentation, and customer service / customer care skills
- Skill in leading people and attaining results with a strong customer orientation
- Exceptional interpersonal skills, with a focus on rapport-building and listening
- Reviews skill levels and skill mix of desktop staff and coordinates training and the rotation schedule of staff
How to write Desktop Manager Resume
Desktop Manager role is responsible for training, printing, integration, database, security, compensation, telecommunications, architecture, reporting, design.
To write great resume for desktop manager job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Desktop Manager Resume
The section contact information is important in your desktop manager resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:
- First and last name
- Telephone number
Work Experience in Your Desktop Manager Resume
The section work experience is an essential part of your desktop manager resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous desktop manager responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular desktop manager position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Desktop Manager resume experience can include:
- Strong verbal and written communication skills with an ability to present ideas in non-technical language
- Bachelors and 9+ years related experience (or equivalent combination of education and experience)
- Experience supporting desktop and server technologies
- Three to Five years’ experience supporting technology in a corporate environment
- Demonstrable experience in leading contractors and vendor partner teams
- Experience in desktop, laptops, printing and peripherals, and conference room support
Education on a Desktop Manager Resume
Make sure to make education a priority on your desktop manager resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your desktop manager experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.
Additional details to include:
- School you graduated from
- Major/ minor
- Year of graduation
- Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.
Professional Skills in Desktop Manager Resume
When listing skills on your desktop manager resume, remember always to be honest about your level of ability. Include the Skills section after experience.
Present the most important skills in your resume, there's a list of typical desktop manager skills:
- Strong experience managing SCCM & SCOM, MDM, AD
- Ideally, prior experience in a large complex environment, managing a small team within an IT department
- Manage a team and communicate effectively
- Experience managing and developing a high performing Desktop team
- Experience working with Airwatch
- Demonstrated knowledge of desktop, desktop software and patching deployment
List of Typical Experience For a Desktop Manager Resume
1
Experience For Desktop Engineering Manager Resume
- Lead the development of the Desktop Engineering architectural foundation to deliver efficient computing solutions to TIAA’s core businesses and integrated/affiliated lines of business
- Excellent team management skills, able to make effective decisions and guide where applicable
- Progressive IT work experience ideally with experience in a leadership / people / technical management role
- Demonstrated ability to manage in a matrix and global organization
- Demonstrable Problem and Knowledge management experience in a complex environment
2
Experience For Senior Product Manager, Desktop Resume
- Excellent knowledge of English language (both spoken and written)
- Monitor, Notification and Report Generation: Monitor all key aspects of the team’s work and produce reports to show their effectiveness
- Develop and maintain strong relationships with service partners to ensure constant alignment of technical solutions and service levels to WTWagreed standards
- Proven ability to “influence” and drive change through the adaptation, or introduction, of a service
- Experience in desktop and server technology
- Extensive application support experience with MS Office, O365, Outlook, SharePoint, Lync etc
3
Experience For Senior Desktop Applications Product Manager Resume
- Help the functions to provide proactive customer experience
- Drive change projects improving the way we work and increasing employee satisfaction
- Maintain current inventory and asset management, including listing of personal computer hardware, printer’s peripherals and software
- Coordinate the isolation and troubleshooting of hardware and software for desktop systems
- Quickly and accurately interpret customer needs, with a focus on capturing benefits from the customer’s view point
4
Experience For Desktop Applications Product Manager Resume
- Drive re-engineering activities towards an integrated process
- Provide support to M&A’s for weekly site on boarding, and workspace integrations
- Provide oversight of patching and SCCM
- Drive metrics and adhere to daily reporting requirements for area of responsibility
- Travel to other Ropes & Gray offices, including International offices.Approximately 25%
- Facilitate meetings and delegate responsibilities
- Define and execute the management of the iHeartMedia’s strategic desktop roadmap, including operating system and hardware strategies as well as core supporting tools
5
Experience For Enterprise Desktop Manager Resume
- Directly manage a team of technicians responsible for
- Manage the Service Desk team’s daily activities and performance
- Review and approve Service Desk member’s timesheets
- Manages the desktop operations and oversees a team of 9 senior level desktop support technicians
- Reviews and enforces service level agreements, and generates end-user surveys to solicit input from the user community
- Reports on metrics to management
- Provides management of support staff and point of contact for outages and systematic issues
6
Experience For Senior Manager, Desktop Tools & Applications Resume
- Manage the Workplace Technology Desktop Engineering team and service providers that are responsible for the firm’s end user computing services, developing partnerships and communicating effectively with other IT Solutions / Services teams as needed to build relationships and ensure a solutions remain globally aligned
- Collaboration with stakeholders to ensure the Firm’s EUC solutions are implemented properly, are maintained and monitored to the Firm’s policies and best practices and adhere to the Firm’s disaster recovery and change management policies. Design and lead strategies to ensure best practices
- Provide training, guidance and mentoring to the team as needed
- Own BAU Management reporting for EUC Solutions environment, including security audits
- Responsible for maintaining consistent configuration across global platform
- Survey the IT landscape and market for solution insights, direction, vendors and methodologies to enhance service offerings
7
Experience For Desktop Services Manager Resume
- Drive the delivery of agreed changes, enhancements and new Workplace Technology standards
- Excellent technical proficiency with Workstation Image management technologies – SCCM, Group Policy Management, Active Directory administration, Scripting, Application packaging and management, end point security products
- Strong business orientation and ability to maintain a variety of positive business relationships at all levels of the WTW organization and externally
- Lead in the architecture and design of enterprise desktop systems and services, as well as associated peripherals
- Develop and implement standards based on industry best practices and stated business needs
8
Experience For Service Desk & Desktop Manager Resume
- Identify and leverage integration opportunities at the hardware, software and interface level in order to optimize systems
- Create and maintain standards related to desktop system configurations and security
- Develop and direct the program for remote software distribution and installation
- Leads, assigns and monitors work for the team
- Has an in-depth knowledge of the principles, theories, practices and techniques for managing the activities related to planning, managing and implementing technology solutions
- Develop cross-team and cross-departmental expertise necessary to effectively respond to issues
9
Experience For Manager Operational Transformation Desktop Automation Resume
- Maintain a high level of Desktop customer focus by prioritizing issues and communicating appropriately with external and internal customers
- Responsible for the overall architecture direction for the application or the technical area
- Adds value to the organization through the direct management of staff and IT resources by directing and managing staff, budgeting for the work group, planning for future resource needs, management reporting, and establishing and ensuring the attainment of objectives and service levels for the work unit/project team
- Work with existing reporting and analytics tools to monitor Desktop team performance, identify and address areas of potential performance issues and monitor key performance indicators
- Manage escalated incidents and resolve the incidents working with Desktop Services team to capture details in knowledgebase articles for future reference
- Perform periodic review and evaluation of all employees, managing necessary performance issues, training requirements, as necessary for the development of individual resources as a team
10
Experience For Engineering Manager, Desktop Applications Resume
- Ensure the Desktop staff is appropriately skilled and trained to deliver excellent technical support and customer service
- Develop and document process and procedural enhancements and assist other departments as needed for continuous process and service improvement
- Ensure the Desktop team maintains a high level of responsiveness, communication, professionalism, and overall staff knowledge
- Manage, monitor and report on the services and service levels required to support and deliver an exceptional Desktop environment
- Establish working schedules, manage time off to ensure appropriate coverage for operating workloads and task allocations in accordance with contractual requirements
- Develop an understanding of the unique technology requirements that exist within the business unit(s) advocating for solutions and enhancements that meet the need of the business
- Knowledge of computer hardware, including laptops, desktops and peripherals (PC & Mac)
- Absorb information quickly and retain this knowledge for future reference
- Highly self-motivated with an attention to detail
List of Typical Skills For a Desktop Manager Resume
1
Skills For Desktop Engineering Manager Resume
- Strong system life cycle experience, including ideation, requirements, design, implementation and maintenance with a strong grasp of business processes and banking
- Experience troubleshooting, testing, and deploying standard endpoint images
- Experienced in formulating and implementing procedures for improved service levels
- Experience performing supervisory functions and OJT training is required
- Experience working directly with user/customer base, with ability to have a positive impact on activities and outcomes
- Experience working in a Global team-oriented collaborative workplace
2
Skills For Senior Product Manager, Desktop Resume
- Previous experience in endpoint engineering management and solutions development
- Possess strong supervisory/ leadership capabilities with the ability to forge relationships within teams and across the enterprise
- Work experience in VIP / Executive production OR desktop OR A/V support role
- Strong technology background an advantage!
- Financial Industry Experience
3
Skills For Senior Desktop Applications Product Manager Resume
- Assisting in disconnecting, moving and reconnecting desktop technology hardware for single user, multi-user and office moves
- Assisting in the installation, training, maintenance, troubleshooting and repair of desktop technology hardware and software
- Following up on quarterly meetings and shares results with Regional Technology Manager
- Managing field support operations through internal staff and external vendor support groups within assigned geographic market
- Managing support for all office infrastructure technologies across all tiers within agreed timeframes or SLAs
- Ensuring infrastructure systems are maintained in accordance with service owner guidelines and are in compliance with Business Continuity agreements
- Ensuring staff follows operational guidelines, principles, and processes as described by senior management
- Collaborating with peers and senior managers to define, enhance, and adhere to defined processes for all operational tasks
4
Skills For Desktop Applications Product Manager Resume
- Escalating incidents and questions to appropriate support groups
- Working with the team and other IT Operations Managers to develop technology and service roadmaps for all areas of accountability
- Understanding of Microsoft technologies, tablets and personal devices
- Provide engineering support and technical expertise regarding integration of new and existing technology into IT systems architecture
- A consistent history of training, coaching, and mentoring teams
- Familiarity with ticketing, inventory, software packaging
- Desktop operating Systems and office automation tools. Supporting technologies; VDI and SCCM
- Maintain current inventory and asset management including listing of personal computer hardware, printer’s peripherals and software
- General desktop support knowledge including hardware, software, and networking concepts
5
Skills For Enterprise Desktop Manager Resume
- Provide technical mentoring of Desktop Engineering staff
- Manages team in the areas of scheduling, technical direction, future planning and standard development practices
- Ensure customer service excellence by monitoring tickets and reviewing customer feedback
- Takes ownership of issues requiring level III or IV support and time intensive support/testing and Problem Management
- In depth understanding of all aspects of systems security
- Proven ability to develop and implement strategic technology plans to meet the stated objectives of the organization, along with analytical & problem-solving abilities related to enterprise systems
- In-depth knowledge of Microsoft Windows operating systems and the packaging, deployment, monitoring, and maintenance of a desktop fleet at the enterprise level
- Consult with Infrastructure Operations team and Quality Manager on desktop performance, testing, or maintenance issues
- Assist in defining core software image package specifications
6
Skills For Senior Manager, Desktop Tools & Applications Resume
- Design and oversee desktop image testing
- First level antivirus troubleshooting
- Update third party software and licensing
- Coordinate, delegate and manage Desktop Engineering related projects and/or support efforts that are driven by internal or external business partners/clients
- In depth knowledge of Microsoft Windows and Server Operating Systems and TCP (Transfer Control Protocol)/IP based networks
7
Skills For Desktop Services Manager Resume
- Some background in hosting and networks (supports VDI and SCCM)
- Awareness of risk based testing
- Facilitate Daily Huddle and Ensure the visibility board are current including metrics and escalated issues
- Proactively meeting with office leadership on a quarterly basis
- Responsible for ensuring solutions meet the functional, performance, budgetary, and operational requirements as established by design documentation
- Develop Desktop Engineering plans to support the strategic goals of the organization
8
Skills For Service Desk & Desktop Manager Resume
- Assure adherence to established standards, processes, and procedures for desktop infrastructure including administration, usage and disaster recovery
- Develop and direct patch management programs for desktop operating system and standard third party applications
- First level of supervision, responsible for a team typically performing one function
- Identify and report to End User Services IT Manager recurring incidents to spot trends and potential problem sources
- Maintain current knowledge on new and updates to existing products, as well as third-party OS and devices
- Application Integration, testing, CITRIX, VDI
- Strong verbal written & interpersonal skills, with the ability to work independently or as a team, and communicate with all levels of the organization professionally and tactfully
9
Skills For Manager Operational Transformation Desktop Automation Resume
- Prior experience with Office 365
- PABX / Voice technologies (Cisco) knowledge advantageous
- Knowledge of Microsoft 365, commercial desktop tools, and networks to manage a distributed team of desktop engineers
- Perform shift planning to provide appropriate resources to troubleshoot complex and advanced end-user issues with hardware and software and achieve associated SLAs
- Knowledge of Virtual Desktop Infrastructure (VDI) implementations (e.g. Microsoft and VMware)
- Knowledge of commercial service management system tools (e.g. BMC Remedy and ServiceNow) to review the status of all desktop service requests
- Knowledge of agency desktop and network requirements to plan, staff, and oversee all Desktop Install, Move, Add, and Change (IMAC) tasks and achieve associated SLAs
- Update Knowledge Database with information related to desktop operations, configuration, or licensing issues
- Report desktop quality metrics to agency, SAIC, and subcontractor management team
10
Skills For Engineering Manager, Desktop Applications Resume
- Provide support for all Laptops, Tablets and Desktops for support center and fields support users
- Coordinate, and track all windows updates for all laptops and desktops
- Provide support printer support for local and field users
- Coordinate resources as Project Leader to implement hardware and software projects
- Report status to Senior Director/Management
- Create/maintain necessary documents for PCI Compliance
List of Typical Responsibilities For a Desktop Manager Resume
1
Responsibilities For Desktop Engineering Manager Resume
- Develop, implement and oversee strategic, comprehensive enterprise endpoint architecture to maximize investments in line with stated business goals and objectives
- Manage endpoint engineering solutions including the overall management of SCCM, various security solutions, MDM solutions, collaboration solutions, office tools, and other technologies
- Effectively communicate with stakeholders at all levels of the organization
- Experience with Microsoft Visio and other MS Office products
- Manages all aspects of the team, including hiring and performance evaluations
- Solution delivery to platforms such as laptop / desktop / tablet, Windows, Mobile Device, Microsoft, Mac, Browser, JAVA, Citrix and others areas
- Lead client engineers to provide advanced technical support, management and solution engineering to maintain and improve the reliability of user client technologies
2
Responsibilities For Senior Product Manager, Desktop Resume
- Lead resources and teams to determine root cause issues, make recommendations on remediation and provide regular status updates
- Act as Business Partner to develop and direct the IT business plan in alignment with, and in support of, the business goals and objectives
- Familiarity in virtualization (Citrix, VMWare etc)
- Fluent in ITSM discipline
- Assure appropriate standards are established and achieved within our business
- Advance a broad, holistic and customer centric view of our organization
- Lead activities to foster change that transforms our business processes, behaviors and culture to deliver sustained improvements
- Collaborate with fellow employees to ensure that our actions reflect the highest levels of integrity, safety and responsibility to our customers and shareholders
- Actively drive the functions towards operational excellence and support them to achieve their financial targets
3
Responsibilities For Senior Desktop Applications Product Manager Resume
- Help the functions to increase customer satisfaction and service delivery quality
- Drive cross-functional service lines and end-to-end initiatives
- Support the center to develop global and automated tools and applications
- Ensure team provides Request fulfillment for Desktops, Printers, all end users devices
- Oversee Workstation Image Management
- Provide oversight for AV/Video Conference Support and Deployments
4
Responsibilities For Desktop Applications Product Manager Resume
- Assist in the management of desktop and AV ticket queues
- Provide Physical Desktop Deployments and Image Builds
- Provide input and support to CompuCom Field Services provider
- Experience in project management, requirements definition and/ or deployment of business requirements to information systems including 2+ years managerial experience
- Independently plan, organize and prioritize activities
5
Responsibilities For Enterprise Desktop Manager Resume
- Coach and develop and encourage high performance
- Hands-on installation and repair capabilities for network appliances, servers and other networked equipment
- Test and applications remediation as part of business change
- Knowledge of IT applications, processes, software, and equipment
- Provide daily on site direction of Desk Side team activities- including monitoring individual work queues, assigning work and providing status updates, prioritization of tasks and coordination of resources, creating, understanding and enforcing policy, maintaining SOP and reliable method documents
- Oversee Desk Side Project activities as it relates to the establishment of new Nemours facilities, office relocations, and department moves. Collaborate with Facilities project management to determine direction and need
6
Responsibilities For Senior Manager, Desktop Tools & Applications Resume
- Develops partnerships with other IS teams to ensure efficient, effective and timely delivery of IT services. Collaborating with IT Operations counterparts to manage the Nemours hardware platforms across the enterprise
- Escalation point for any Desk Side related incident requiring management involvement/review
- Maintain an adequate spare parts inventory of hardware and supplies- ensuring Continuous Improvement methodology is used in daily management of par levels, including maintaining a current inventory listing of PC hardware and software across the environment
- Recommends, tests and specifies PC hardware and software as technologies advance
- Conduct rounding sessions with direct reports and ensure regular team communications including team meeting and managing daily huddles. Provide regular performance updates and coaching - provide active feedback of current staff performance and correction/recommendations
- Manages support plan for Satellite PC Technicians to ensure regular visits and support provided to the Nemours Satellite facilities
7
Responsibilities For Desktop Services Manager Resume
- Coach and mentor on Agile and Continuous Improvement principles
- IT helpdesk or Desktop management: 4 years
- Knowledge of ITIL is required. ITIL certification is desired
- The above is intended to describe the general content of and requirements for the performance of this job.It is not to be construed as an exhaustive statement of essential functions, responsibilities or requirements
- Advanced degrees and/or previous experience on the buy side, sell side, corporate access, or as an Investor Relations practitioner greatly valued
8
Responsibilities For Service Desk & Desktop Manager Resume
- 24 x 7 pager for two week increments
- Initiate dialog, develop relationships and collaborate with IT and business partners to assure alignment with execution of strategic project and support initiatives
- Responsible for the design, development, and support of the desktop architecture and implementation of new infrastructure or services; maintenance of existing systems, ensure that proper best practice and security procedures are followed
- Provide leadership, mentoring and guidance to subordinates
- Standardize and implement processes for the technical environment to maximize vendor relationships and staff training needs
- Identifies deficiencies of both technical issues and business processes, elevates risk to management, and proposes innovative solutions to address issue
- Analyze established KPI, productivity and efficiencies of the support and project teams in order to assist management team in maximizing the functionality of department and staffing requirements to maximize productivity
- DPDHL Business Knowledge
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