Dear

Hiring Manager,

I am a skilled, motivated and passionate leader who bills himself as a technical support concierge. I
understand that a customers perception can become a technical reality and that their reality can be
positively influenced with the right people, processes and tools. These properly developed influencers
can greatly enhance the end user experience within a constructive climate. My background in small and
large organizations in different sectors has taught me that managing a support services team is about:

Managing Technical Problems as People and/or the Business having Problems
Empathizing with the customer/business and understanding what she/he are trying to
accomplish
Determine the root cause, solution, or product
Become an advocate for the customer/end user community
Developing Your Team
Use your current knowledge base to cultivate subject matter experts
Empower your team to fix any process immediately to ensure Technology doesnt get in the
way of the customers or the businesss objectives
Promote people and ideas from within the team whenever possible and recruit the best people
for the job when needed
Team-building Outside Your Swim-lane
Collaborate with teams, stakeholders, and business partners to understand and implement
improvement opportunities
Demonstrate to other organization the added value my team(s) bring to the table

I am currently located in New England but willing to move for a great opportunity that presents itself.
Thank you for considering my resume!


Regards,



J. J. Moore







PROFESSIONAL SKILLSET

22+ years in customer service

13+ years in technical support
10+ years in non-technical management
6+ years in desktop support
Studying for the HDI Support Center
Director certification
Proficient in HDIs aggregate best practices
methodologies (i.e., Six Sigma/Lean,
ITIL/ITSM)
Proficient in the operations of inbound
technical support call/contact centers
Hands-on experience of supporting
technical infrastructure of inbound and
outboud call/contact centers
Proficient in the use, administration and
deployment of ServiceDesk Plus
Proficient in the use of Remedy and
ServiceNow
CompTia A+ Certified
Microsoft Certified Professional
Proficient in Metrics Based Management
(Statistical Analysis)
Proficient in the use of deployment
technologies Symantec Altiris and CA
Proficient in the use and support of
Windows OS (2000, XP and 7)

Proficient in the use, support and

deployment of Mac OS (Tiger to Yosemite)
client and server
Proficient in the use, support and
deployment of MS Office (2000 to 365) and
extended applications (Visio, Project and
SharePoint
Proficient in the use and support of
messaging services (Outlook, Lync and Lotus
Notes)
Proficient in the use, support and
deployment of handheld technologies
(Android, BlackBerry and iOS devices)
Working knowledge in the use and support
of VDI technologies (VMware and Citrix)
Working knowledge in the use and support
of Active Directory Management Support
Tools
Working knowledge of Microsoft server
technologies (Server, SharePoint, Exchange
and Lync)
Working knowledge of messaging server
technologies (Mobile Iron and BES/BAS)
Working knowledge of networking
technologies
Developing knowledge of RHEL (Red Hat
Enterprise Linux) and Fedora

EXPERIENCE

Manager, Technical Support






Mar 2014 Jul 2014
Prospect CharterCARE Health Partners






Providence, RI
Managed a staff of 10 subject matter experts (consisting of Desktop Support, Technical Support Contact Center,
Procurement Services and Telephony Services) in the support of 2000+ end-users across 3 hospitals and 60+ offsite
medical practices.

Manager of End User Computing






Oct 2010 Jan 2014
Retirement Plan Services, New York Life






Westwood, MA

Managed a staff of 6 subject matter experts and 2 interns (consisting of Desktop Engineering, Security Administration,
Messaging Services, Procurement Services and Telephony Services) in the support of 500+ end-users across 5
campuses and a mobile sales force

Established a Technical Service Desk where an informal Helpdesk existed

Standardized a fragmented support model across multiple sites and support teams via inter-subsidiary OLAs

Transitioned the Desktop Support team to a call center where initially 100% of issues were resolved at the desktop
now, 80% are resolved remotely through the call center

Established a team cross-training and process documentation program; created runbooks, decision trees, and
implemented an intradepartmental knowledgebase

Partnered with local and corporate HR to streamline the following processes:

o New hire

o Termination
o Intradepartmental moves
o Inter-subsidiary moves
Mapped and documented an IT Service Portfolio
Managed the EUC annual budget of $1.5M
Directly responsible for executive support, Macintosh configuration and deployment
Directly responsible for vendor management and procurement services for all of IT
Authored and implemented semiannual agent performance scorecards consisting of the follow areas:
o Quarterly team Customer Satisfaction Surveys raised teams overall rating from 2.5 stars to 4 out of 5 stars
o Ongoing agent CSATS via Remedy BMC and GoToAssist
o 360 reviews (Self, Manager, Peers and Business Partners)

Global Service Desk Team Manager





May 2008 Mar 2010
ET&D, Merrill Lynch Bank of America






Jacksonville, FL

Lead a team of 45 to 50 Service Desk Analyst in the support of an enterprise consisting of 50,000+ end-users and
vendors by working in all service desk team queues (Wealth Management, Core Telephony, Corporate, Trader
Support and Mobility)

Supervised day to day operations of the Jacksonville Team as well as staff scheduling

Product liaison for the GSD Remote Access, Wealth Management and Exchange/BlackBerry support teams; working
directly with product owners, engineers and vendors to reduce negative impact on the production environment

Facilitate the notification of stakeholders during enterprise wide outages and providing real-time and archived
metrics

Contributing stakeholder to the Remote Access infrastructure integration of the Bank of America / Merrill Lynch
service models

Periodically manage the Global Service Desk team (125+ agents) virtually across all three Legacy Merrill Lynch regions
(AMRS, EMEA and Pac-Rim)

Branch Office Support Level 2 Analyst / Desktop Operations



Sept 2006 Apr 2008
Global Infrastructure Solutions, Merrill Lynch






Jacksonville, FL

Provided Level 2 remote desktop support for domestic and international Wealth Management systems (WMW, GWM
and Reuters)

Coordinated and proctored the notification of stakeholders during enterprise outages

Coordinated and tracked outages within the Legacy Merrill Lynch support model

Regularly assisted the Branch Office Support Management team with metrics and reporting

Global Helpdesk Technical Specialist





May 2004 Aug 2006
Global Infrastructure Solutions, Merrill Lynch






Jacksonville, FL

Support an enterprise consisting of 50,000 end-users and vendors by working in all five helpdesk team queues
(Mobility / Collaboration, Private Client, Corporate, How To / Order Entry and Applications) when most other agents
work with 2 to 3 queues

Tier 2 support for Mobility / Collaboration (primary queue) calls ending in at least 95% point-of-call resolution

Employee of the Month for the Month of May 2006

Elected by management to pilot ScreenPop and Virtual Workstation for the helpdesk

L1, L2 and L3 Technical Support






Sept 2006 Nov 2000
Various Employers






Various Locations throughout the US

US Army Health Clinic Noncommissioned Officer In Charge



May 2000 - Sep 2000
US Army Health Clinic, FITG, PAANG





Ft. Indiantown Gap, PA
Managed daily operations of the health clinic consisting of 2 doctors, 6 nurses, 1 medic and 2 administrative aides
Systems Administrator for a small clinic network consisting of eleven nodes
Responsible for the tracking of assets via inventory management tools and software

Assistant Laboratory Noncommissioned Officer In Charge



Dec 1999 Sep 2000
Det. 3 (Medical), Headquarters STARC, FITG, PAANG




Ft. Indiantown Gap, PA
Assisted Lab NCOIC in the daily operations of laboratory consisting of 6 lab technicians, and 1 doctor.

Assistant Operations Noncommissioned Officer In Charge

May 1999 - Dec 1999
nd
st
Headquarters Company, 2 Bde, 1 Cav. Division, US Army




Ft. Hood, TX
Assisted the Operations NCOIC in the daily operations of a forward deployed armor brigade of more than 2500 service
members in an office consisting of 3 officers, 4 noncommissioned officers and 12 enlisted members.
Responsible for the tracking of assets via inventory management tools and software
Oversaw the logistical aspects of the commissioning and decommissioning of several military sites within the Ft. Hood
installation

91W20 Combat Medic / 92Y20 Logistician





Mar 1991 Dec 2000
US Army








Various Assignments

EDUCATION
Management Information Technology, BS





Pending Graduation 2016
Liberty University







Distance Learning Program

REFERENCES

Available upon request.