DAVID FONDAW

• Recruited, managed, and mentored Service Desk and Network Administration staff. Assigned work, monitored activity, and reviewed output.
• Analyzed performance of department activities and documented resolutions. Identified problem areas and developed solutions to enhance the department’s overall quality of service.
• Established and enforced service level agreements in consultation with executive team in order to establish problem resolution expectations and timeframes. Provided weekly reports to senior management.
• Acted as ambassador to other departments in order to advise and plan for short-term and long-term IT system upgrade needs.
• Oversaw development and dissemination of help sheets, usage guides, and FAQ lists for end users.
• Supervised and participated in installing, configuring, troubleshooting, maintaining, and repairing applicable technologies and associated equipment.

Achievements:

• Led project team that merged managed information systems of two organizations. Created new domain and SAP system, then oversaw end-user migrations.
• Led project team that implemented new asset management system, improving IT hardware procurement, deployment, and lifecycle tracking.
• Led project team that migrated Windows 7 manufacturing devices to Windows 10. Deployed all required applications on case-by-case basis. Laid groundwork to upgrade all devices to Windows 11.
• Member of the project team that earned the company's TISAX certification. Wrote policy to confirm information security management system complies with defined security levels and allowed sharing of assessment results across company platform.

• Managed teams of 5-10 employees.
• Handled all incidents related to SAP applications.
• Responded to Help Desk requests to provide IT Support.
• Analyzed issues with Microsoft Windows Desktop, Windows Server infrastructure, and various software applications.
• Defined and wrote procedures and documentation.

Achievements:

• Project Lead for SAP Hardware Standardization Rollout in a manufacturing environment.
• Project Lead for North America SAP Multipack upgrade in a warehouse environment.
• Project Lead for SAP HANA implementation.
• Project Lead SAP FIORI implementation.

• Responsible for providing infrastructure and process support to over 30,000 Chrysler-owned computers.
• Provided Third Level Microsoft Windows Desktop and Microsoft Server support.
• Managed upgrades and user-level access to network hardware and software applications.
• Interacted with end users to build connections and nurture relationships.
• Trained new employees on proper protocols and customer service standards.
• Member of project teams responsible for Windows 7 Service Pack 1 upgrade, Siemens VOIP Systems rollout, and numerous hardware and software rollouts.

• Provided first-level telephone support for Detroit Medical Center locations including 8 hospitals, corporate offices, and numerous affiliated private practices.
• Provided Microsoft Windows Desktop and Microsoft Server Support.
• Responsible for maintaining Active Directory System, including adding new users, password resets, and granting account-level access.
• Analyzed hardware issues including desktop PCs, laptops, network devices, and DNS/DHCP.