Spiders Software Solutions LLC - Senior Manager Resume Example

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Anthony Walker

XXXXX XXXXXXXX XXXX, Northville, MI 48167

Ph: XXXXXXXXXX

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Professional Summary

As a Management Professional with the End User Services Team, I have been responsible for leading teams to deliver high quality IT support to the end user community including up to the level of the CXOs. CSAT has been always been the center of focus in order to ensure more Business and Revenues.
This included Desktop Support (Hardware and Software), Mobility (including Blackberry, phones and tablets), Unified Communications & Collaboration and Remote Access/Remote Connectivity.
Working closely with the Desktop Support, End User Engineering, Network, and Hosting Teams.
Strong experience and expertise with Microsoft Windows, active directory, software deployment, and common applications.

Skills

End-User Technologies
Quality Tools : Lean Six Sigma, ISO 9001:2008, ISO 27001, PMP(Classroom training completed & studying to give the exam) & Scrum trained.

Proficiency working on MS Office, Active Directory, Exchange Server, SCCM & most of the TQM tools.
Fair Understanding of RDBMS concepts.

Time Management
Complex Problem Solving

Experience

Senior Manager Apr 2014－Present Spiders Software Solutions LLC － Northville, MI Presently working as a Senior Manager / Global Service Delivery consultant on various SDLC, EUT & Unified communications projects & support on WebEx, GOTO Meeting, Skype, LogMeIn, TeamViewer, Email, Outlook, Excel, Word, PowerPoint, Active Directory, Exchange Server, creating, editing, modifying, archiving email ids, group permissions etc.

Manager - End User Technologies Feb 2010－Mar 2014 Genpact Headstrong Capital Markets LLC － New York, NY End-User technology experience working on Global Accounts in varied Geographic locations like India, the United Kingdom and the United States.
Clients I worked for included:
1. GE Healthcare
2. Invensys
3. Symantec
4. UBS (The Swiss Bank)
5. Ironshore

Provide the clients with versatile computing solutions that met their objectives and goals.
Proactively introduce new options (Business Development) as they come available.
Provide up to date hardware options for PCs, notebooks, tablets, and other computing platforms.
Maintain images for all vendor supported OS versions.
Support retire old images and instances ahead of end-of-life.
Meet regularly with IT and Business Management to address their ever changing needs.
Ensure that the client-side software is always up to date (i.e. MS Internet Explorer, MS Office, etc).
Deploy software and OS patches in a timely manner.
Anticipate upgrades and plan them accordingly.
Preparing the Annual Budget Analysis and forecasting for upgrade costs.
Building appropriate group policies in conjunction with the CIO/CTOs at client sites.
Test for compatibility with existing integration to ensure business functions do not suffer.
Track & categorize all client-side software licenses based on the licensing models.
Constantly monitor compliance with licenses purchased.
Introducing models & support for Unified Communications that included WebEx, GOTO Meeting, Skype, LogMeIn, TeamViewer, Email, Outlook, Excel, Word, PowerPoint.
Support on Active Directory, Exchange Server, creating, editing, modifying, archiving email ids, group permissions etc.
BYOD Models: Installation of BES 10 at client premises and introduction of alternate phone models to Blackberry. I have a fair knowledge of Mobile Iron, GOOD technologies & SCCM R12 which my team used to support BYOD models as a pilot project.
Managed Cloud Services – Integrating cloud services into SMB environments; creating file & folder directories and listings. Permissions & Group monitoring & control. Helping build scalable architecture around the business to help define security & monitoring controls. Exploring all the possibilities that can be incorporated into cloud including web-based mail services, online data backup & hosted 3rd party software.

Assistant Manager May 2008－Feb 2010 HCL Infosystems Ltd － Noida Transferred from HCL Technologies to HCL Infosystems to help lay foundation for a few objectives in the BMS team.

Conceptualizing the HCL Touch Call Center that catered to customers for the HCL brand of Laptops, Desktops, Monitors & the Gaming Consoles. The support started with 2 FTE on-board and ramped up to ~ 55 FTE for a 24/7/365 support setup in 11 regional languages.
Hiring, Training & Development of the New Hires for the Call Center & ownership of its daily performance.
Program Management - Responsible as the Management Representative for having the first Nokia Repair Facility at HCL, ISO 9001: 2008 certified, liaison with BVQI, the authorized partner for ISO & completion of the documentation for ISO 9001 ; 2008 & 18001.
Risk Management & GAP Analysis for the Division.
SPOC for all the Internal as well as the External audits for all the B2C regions for the Division.

Team Manager Jun 2002－May 2008 HCL Technologies － Noida

Daily Call Center Operations for Southern bell, now acquired by AT&T for a year.
Call Center Operations for British Telecom; work included 1. Hiring, induction & training, production & retention roles on a regular basis.

2. Transitioning processes from British Telecom, UK to the offshore center in India.
3. Team Management, monitoring, rosters, COPC adherence, 1-2-1s & bi-annual appraisals.
4. Part of the ISMS Audit team for (ISO 27001) certification.
5. COPC certification

Database Administrator Jun 2000－May 2002 Infovision India － New Delhi This role as a Database Administrator for 2 years involved maintaining and working on Databases in FoxPro and SQL for Fortune 1000 companies that included Emirates Airlines, Airtel & Whirlpool for their Loyalty Programs. I also led a couple of loyalty programs for the clients.

Systems Engineer Jun 1998－May 2000 HCL Infosystems Ltd － Noida Started my career here as a Trainee and was part of the team selling Digital Duplicators and Digital Photocopier Machines from Duplo Inc & Toshiba respectively. I was also responsible as the liaison to work with the Government agencies. Worked for the first HCL store opened in the country to support Nokia phones.

Education