Delroy A Cobham Sr
Bloomfield,CT
Summary
An IT professional that have performed a wide range of roles varying from, IS team leader, NOS-Distributed Support Analyst, Desktop/System Administration, Shift Supervisor – Helpdesk Manager manage and directing 22 Tech local and international . A Technical oriented specialist, with interpersonal and communication skills. Accomplished Leader with over 22 years of information technology support experience. Tech-savvy professional well-versed in installing and configuring computer systems, diagnosing hardware and software defects and supporting new application roll-outs.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Mgr End User Support Services
SS&C Technologies Inc
09.2013 - Current
- Monitor ITSM (Service Now) system and Five 9 to make adjustment/moves resources in the right path to action calls or submitted ticket.
- Developed online documentation for common processes for both support staff and end-users.
- Mentored other technologists and support professionals to provide professional development and skill enhancement.
- Trained new employees on support processes, procedures and knowledge base.
- Hold daily meetings to review escalation or any outstanding issues.
- Help define IT infrastructure strategy, architecture, and processes
- Resolved record-breaking backlog of support tickets following major system malfunction.
- Analyze business requirements by partnering with key stakeholders across the organization to develop solutions for IT needs.
- Built and maintained successful relationships with other support group, leveraging their expertise when needed.
Supervisor, Help Desk
SS&C Technologies Inc
08.2006 - 09.2013
- Ensuring all Tickets get resolved and or escalate to the appropriate group for assist
- Assist with training new staff
- Providing support of specialized in-house applications
- Provide support to internal and external users which include Internationals users
- Perform password resets and administer users in an active directory environment
- Using call tracking software to record call/and resolution
- Research and resolve customer issues in a timely and accurate manner with minimal guidance
- Document any changes in daily support procedures and or maintenance of systems
- Generate shift report daily.
- Reviewed completed work to verify consistency, quality and conformance.
- Identified and corrected performance and personnel issues to reduce impact to business operations.
- Interviewed applicants, recommended individuals for hiring and evaluated staff performance.
- Coached staff members to develop long-term career goals.
- Created new accounts, reset passwords and configured access to servers and file management software for users.
- Manage Corporate Mobile Program for One carrier - maintained Monthly charges under 100k for 1800 lines.
Systems Integrations Technician - Contractor
Pfizer Pharmaceuticals
03.2005 - 08.2006
- Retrieving end users Desktop/Laptop and imaging using Symantec Ghost and Microsoft Sys Prep
- Providing post migration support, via phone and or desk side, interacting favorably with end users and explaining hardware and desktop operating system problems in a clear understandable manner
- Configuration/testing of software’s packages and peripherals (printers\scanners, Palm Pilots, Blackberry’s) to ensure clients satisfaction
- Escalating trouble tickets quickly and efficiently.
- Installed, set up and repaired devices and system components.
- Logged service calls and closed work orders by recording issues resolved and services provided.
- Demonstrated equipment to customers and explained use, responding to inquiries or complaints.
IOC Senior Analyst
Phoenix Life
09.2002 - 04.2005
- Pioneer off hours support to the entire IT Distributed Organization Environment, using multiple administration tools and utilizing UniCenter to monitor all system across the organization; this includes Aix servers, NetWare servers, and Microsoft Servers
- Facilitate problem resolution and staff coordination (off-hours) during times of severe disruption to production systems and outages
- Performing task not recommended during core hours
- Interception and resolving any potential system failure prior to core hours
- Supported customers by answering questions and guiding end-use.
- Provide accurate reboot metrics status to IT Management
- Developed Reference Manual to assist in training of new Analyst, pertaining to trouble shooting procedures and techniques associated with the Phoenix infrastructure and its environmental dependencies.
- Tested newly installed programs and applications to validate operability.
- Participated in regular meetings with management to assess and address issues and identify and implement improvements.
- Developed dashboards to track productivity and expedite remediation of issues.
- Conducted workplace compliance training to reduce liability risks.
NOS/Logistics Analyst
Phoenix Life
10.1999 - 10.2002
- 2nd level support, while on-call 24/7 twice monthly
- Hardware/Software installations including NT 4/NetWare/2000 (associated Service Packs), IIS, NOS dependent applications, 3rd party applications and in house proprietary applications
- Build/Configure a wide variety of Compaq servers and hardware (internal/external drive arrays, NICs, RIBs, etc) based on LOB requirements
- Support vendor and in-house systems including releases, enhancements, maintenance and integration
- Maintain Windows NT Domains including all facets of growth (trust relationships, server additions, users, shares etc.)
- Maintain a 300 plus server environment in a multi-NOS (NT/2000/NetWare) environment of varying complexity
- Ensuring servers are racks mounted in the DataCenter and accessibility or confirmed from multiple Monitor banks or via remotely
- Ensure software distribution and replication occurs properly and timely, trouble shooting possible issues.
Team Leader
Phoenix Life
06.1998 - 10.1999
- Coordinating with field office staff, field facilities vendors and field technicians on all automation activities scheduled to be completed before or during the deployment of P.F.S.D ( Phoenix Field Strategic Desktop)
- Providing remote support to the CompuCom Installation consultant’s onsite
- Traveling to multiple Career agencies for deployment
- Developed manuals with processes for deploying NetWare 4.11 and windows 98 desktop, over a Wide .Area
- Network.
- Promoted to leadership position in recognition of strong work ethic and provided exceptional customer service.
- Created and distributed monthly, quarterly and annual reports to management regarding performance.
System Analyst
Phoenix Life
1997 - 1998
- Responsibilities includes: supporting several software system exclusive to Phoenix, supporting the field offices technical environment via a help desk by means of building and supporting novel 3.12 4.11 file servers
- Upgrading both file servers and win 3.1 and win98 desktops with memory, patches and operating systems
- Monitoring Backup system
- Using novel administration tools to perform most tasks.
- Troubleshot and resolved problems with programs and systems.
Education
Support Center Director
HDI
2022
Bachelor’s Degree - Information Technology
Colorado Technical University
05.2009
Certificate - XP deployment and Administration -
IKON Education Center
2002
Certificate- Intranet Ware 5.0 Administration -
IKON Education Center
2000
UniCenterpotentialCertificate- Intranet Ware NetWare 4.11 Administration -
IKON Education Center
1998
Diploma - Electronic Technology/Computer Specialist
Goodwin College
1993
Skills
- Service Desk Team Supervision
- Team Building
- Conflict Resolution
- People Skills
- Team Management
- Reliable & Trustworthy
- Supervision & Leadership
- Computer Skills
- Friendly, Positive Attitude
- Good Work Ethic
- Customer Service
- Relationship Building
- Service Now ( ITSM)
- Mass360 MDM
- Microsoft Office Suite
- Five9 Cloud Contact Center
- Active Directory
- Azure Active Directory
- Client support
- End-User Account Management
- Policies and procedures
- Staff Management
- Contract Management
- Employee relations and conflict resolution
- Contract Negotiation
- Vendor sourcing
Certification
- Certified Support Center Director, HDI - 2021
Quote
Never let yesterday use up too much of today.
Will Rogers
Timeline
Mgr End User Support Services
SS&C Technologies Inc
09.2013 - Current
Supervisor, Help Desk
SS&C Technologies Inc
08.2006 - 09.2013
Systems Integrations Technician - Contractor
Pfizer Pharmaceuticals
03.2005 - 08.2006
IOC Senior Analyst
Phoenix Life
09.2002 - 04.2005
NOS/Logistics Analyst
Phoenix Life
10.1999 - 10.2002
Team Leader
Phoenix Life
06.1998 - 10.1999
System Analyst
Phoenix Life
1997 - 1998
Support Center Director
HDI
Bachelor’s Degree - Information Technology
Colorado Technical University
Certificate - XP deployment and Administration -
IKON Education Center
Certificate- Intranet Ware 5.0 Administration -
IKON Education Center
UniCenterpotentialCertificate- Intranet Ware NetWare 4.11 Administration -
IKON Education Center
Diploma - Electronic Technology/Computer Specialist
Goodwin College