IT Service Management Helpdesk Manager in Pittsburgh PA Resume Donna Murrman

Donna L Murrman Service and Support Manager Address, Presto, PA 15142 Home: (412) 914-0209 E-mail: [email protected] Summary: Highly accomplished management professional with over 20 years of experience in IT Service and Support Management. WORK EXPERIENCE EDMC Education Management Corporation, Pittsburgh, Pa 05/2011-07/2014 Support Center Supervisor  Managed top performing Service Desk Teams and provided restoration of service for large corporate environment  Stood up a new Support Teams, coach and mentor towards top performance  Supported Students, Staff, and Faculty at the Art Institutes, Argosy, South, Brown Mackie and various online divisions of each University  Sustained 10,000+ clients from the east to west coasts, all accessing diverse systems and applications  Maintained team performance KPI’s and SLA’s towards exceeding goals  Performed bi monthly/annual performance evaluations for Support Analysts on time and duties as assigned by Director Present HDI (Helpdesk Institute), Pittsburgh, Pa 08/2011-Present VP of Finance  Attended monthly membership meetings and chapter officer meetings and executed position of custodian of all association funds.  Received all monies and disburse funds only upon the sanction of Officers and/or membership and released funds as necessary for the health of the association  Secured meeting locations and handled location and catering negotiations  Submitted financial reports to National yearly via PNC Quick Books and submitted books and records for audit when required  Filed all necessary tax forms Highmark, Pittsburgh, Pa 02/2000-05/2011 IT Helpdesk Manager  Managed day-to-day activities of the Helpdesk, which consistently performed quality scores of above 90% and maintained consistent adherence to the annual budget of 220K  Provided new employee on-boarding and direction to my team which supplied mobile devices, configured thumb drives, and maintained inventory data bases  Configured SharePoint and forms as the means to provide appropriate security profiles and approvals necessary for auditing purposes  Configured several ticketing software products throughout my tenure with HM Insurance, including Seibel, Pega and HP Service Center and the Change Control process flows.  Supported staff in Pittsburgh and other 21 sales offices in person; responsible for ordering, installation, and support of all desktop related equipment, software and applications  Maintained position as one of five of the Leadership team in IT; shared responsibility for change management, asset management, system development life cycle, process improvements, security administration, and budgeting and performance management

Lead Technical Analyst 02/1989-02/2000  Led Helpdesk functions with emphasis on Client Services as they relate to hardware and software  Applied troubleshooting and decision-making skills to interrupt client situation and initiate a workable solution  Served as Information Security by provisioning user accounts and application security, Novell and Windows administration, and Intranet Page Author  Coached and mentored junior helpdesk analysts on process and procedures TECHNICAL SKILLS & EXPERTISE  Technical coursework: ITIL Foundations V3, Help Desk Institute Manager, Comp TIA A+, Project Management, HTML for Web pages, SharePoint  Software: MS Outlook, MS Office, MS SharePoint, Lotus Notes, Siebel, Pega, HP Service Manager, Avaya CentreVue, IBM Rational Clear Quest, Heat, OpenScape Manager, Kronos, Consona, ServiceNow, Genesis, QuickBooks, Asset Tracker, Google drive, Salesforce.com  Operating Systems: WinNT, WinXP, Win7, Win8  Hardware: PC, Laptops, Printers, All in One devices, MAC, WYSE terminals, Iphone, Blackberry, Android  Tools: Symantec Ghost, Endpoint Security, Backup Exec, PC Anywhere, Citrix, MS Win Active Directory, Hyena CORE COMPETENCIES  Helpdesk Management  Service Desk Management  Incident Management  Request Management  Asset Lifecycle Management  System & Application Administration  Change Management  Project Management  Human Resource Administration  Budget Administration  Security Administration  Strategic Thinker  Problem Solver  Troubleshooter