Summary
Overview
Work History
Education
Skills
Certification
Timeline
Hardware Knowledge
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Robert Goworek

Oakland,New Jersey

Summary

Results-driven Service Desk Specialist with a proven track record in directing diverse corporate IT initiatives. Expertise in planning and implementing helpdesk solutions that align with overarching business objectives. Committed to enhancing user experience and operational efficiency through innovative problem-solving and proactive service delivery. Adept at fostering collaboration across teams to ensure seamless technology integration and support.

Overview

31
31
years of professional experience
1
1
Certification

Work History

Lead ServiceDesk Analyst

Novartis (Consultant)
09.2011 - Current
  • Provide 80% phone support, 20% Chat support in a Business 2 Business environment for one thousand nodes located in Massachusetts, New Jersey, and California in a Mac OSX, Windows 10 Environment.
  • Responsible for training all new Service Desk employees.
  • Delivered Second level support for all incidents before escalating to third level support.
  • Perform as acting manager when current manager is offsite.
  • Troubleshoot and support over 3,000 applications.
  • Worked on the configuration of medical applications connected to Medical Instruments for data analysis.
  • Created and assign phone system accounts using Cisco Unity System.
  • Support and Administer RSA tokens to the client population for secure access to network systems.
  • Setup MFA for access to network systems by offsite contractors.
  • Participated in the creation of local Tech Centers to better service the customer.
  • Track calls throughout the life cycle for 100% completion using Jira ticketing system.

Desktop Support Technician

National Construction Rentals
03.2011 - 09.2011
  • Provided software support including installation for all Microsoft Office Applications in a Windows 7 and XP environment.
  • Installed Wireless routers, setup security, and supported network connectivity for North East Satellite Offices located in New Jersey, Long Island, Connecticut, Massachusetts, New Hampshire, and Albany.
  • Configure Network and Dot Matrix printers to print using TCP/IP.
  • Trained users on how to use the Microsoft Office Applications.
  • Updated GPS Systems for transportation vehicles.

Director of Systems Operations & Support

Office of Child Support Enforcement (OCSE)
10.2009 - 01.2011
  • Provided technical supervision and direction to staff of six employees ensuring a customer friendly help desk with a solution driven team. Responsible for -supporting 1000 users and 12 sites city wide including all; applications, hardware, and security administration.
  • Created deployment strategies for new equipment and applications to be rolled out to all users.
  • Overseen the management of OCSE’s agency-wide inventory and floor plans as well as all new installations and the relocation of computer hardware as needed.
  • Researched new technology trends and give analysis on cost effectiveness and benefit to the Agency.
  • Created a call tracking system to input all user requests for helpdesk issue monitoring.
  • Reviewed all email and call requests for the helpdesk and assign the work orders to staff for completion.
  • Management of staff including interviewing, hiring, performance reviews and professional development plans for employees.
  • Configured Blackberry devices through a BES server for executive use.

Helpdesk Lead (Consultant Channel Dynamix)

VIEWPOINTE LLC
11.2008 - 10.2009
  • Provided 30% phone and 70% desktop support for 150 clients nationwide.
  • Configured Windows XP Professional and Vista Images using Acronis.
  • Responsible for configuring, installing, and supporting Blackberry devices and Windows Mobile devices for voice, email & internet use
  • Provided technical support to users in Microsoft Office 2007 and Cisco VPN Client.
  • Administered Verizon Voice over IP on telephone system.
  • Maintained complete documentation, including architectural diagrams, key procedures, inventory, and support numbers.
  • Supported and Administered RSA tokens to the client population for secure access to network systems.

Helpdesk Manager

MEDICAL RESOURCES INC.
01.2005 - 11.2008
  • Set technical direction for staff of five employees (three remotely) supporting 1200 users and 70 centers nationwide in support of all applications, hardware, and servers.
  • Recommended utilization improvements of staff, equipment, supplies, and systems to improve quality, reduce costs, and justify continued existence of team.
  • Purchased all hardware and software, licenses, and handled vendor relationships.
  • Helped create and adhere to company IT budget.
  • Created deployment strategies that provide IT products, services and activities to support business processes.
  • Reviewed all work orders entered in Track-IT! 7.0, by helpdesk staff for completeness, accuracy, quality, and making sure work orders are also being updated by third level support staff.
  • Applied data collection, statistical analysis, and flow diagramming techniques to create executive reports for call center activity as well as identify issue trends.
  • Performed Sales Force.com administration for Sales Department.

Lead Technical Support Specialist

Medical Resources Inc
05.2003 - 01.2005
  • Lead; and mentored Helpdesk Personnel in call resolutions.
  • Provided 30% phone and 70% desktop support for 1200 nodes nationwide troubleshooting 40 to 60 calls per day.
  • Created Group Policies, New Users, network groups, & email accounts in Exchange 2003 using active directory.
  • Provided technical support to users in Microsoft Office 2003 & 2007, Crystal Reports 2008, and FRX 6.7.
  • Added and removed accounts on Check Point firewall using Smart Dashboard.
  • Responsible for configuring, installing, and supporting Blackberry devices for voice, email & internet use.
  • Set up wireless networking for laptops using Verizon Wireless air cards.
  • Installed Wireless routers, setup security, and supported network connectivity at referring doctor locations.
  • Responsible for configuring Windows XP Professional and Windows 2000 Ghost Images.
  • Utilized Citrix Metaframe Management Console, DameWare 5.0, and PcAnywhere 10.0, Check Point VPN Secure Client software to sight users over the WAN, and resolve issues ranging from document manipulation; and workstation upgrades to advanced features in Office Applications and printer connectivity.
  • PACS Administration through GE Dynamic Imaging interface.
  • Performed troubleshooting on Modality & Worklist issues that affected GE Dynamic Imaging PACS.

Desktop Support Specialist

ROSEART INDUSTRIES
11.2002 - 04.2003
  • Provided assistance in the rollout of Windows 2000 and Windows XP workstations in a Windows 2003 Network Environment.
  • Provided software and hardware technical support for120 users in Microsoft Office 2000, Adobe photo shop, & Novell GroupWise 5.1.
  • Administered users in Active Directory

Technical Support Specialist

WHITE & CASE LLP
01.2000 - 10.2002
  • Provided 60% phone support and 40% desktop support for 3,000 nodes worldwide.
  • Supported users in Windows 2000, Palm OS PDAs format Windows 95/98, Novell Netware 4.11 and 5.1, MS Office 2000, MS Office 97, Docs Open 3.9.2, GroupWise 5.5/6, Compare Rite 7.0, DTE, Citrix 6.01, pcANYWHERE, DeltaView 2.7, Stylizer 1.2 Softwise 2.8.1, and WordPerfect 7.0.
  • Utilized Intel Landesk software to sight users over the WAN, and resolved issues ranging from document manipulation to advanced features in GroupWise and printer connectivity.
  • Generated call records through Support Magic, troubleshoot 60 to 70 calls per day.
  • Administered users in Server 2000 Active Directory.

Clients: Beth Israel Medical Center, Sidley & Austin, and Brown & Wood

Desktop & Help Desk Specialist (Consultant)
04.1999 - 12.1999
  • Supervisor of the night-shift helpdesk in a Windows NT environment.
  • Provided 50% phone support and 50% desktop support for nodes in MS Office 97, Windows 95, PC Docs, Docs Open, Microsoft Outlook, Lotus Notes, and WordPerfect 6.1. Troubleshooting 30 to 60 calls per day.
  • Created documentation for employee training.
  • Installed and configured NT workstations including network protocols in a Novell Client Server environment.

Telecommunications Analyst & Desktop Support Technician

CITICORP
07.1994 - 08.1998
  • Installed, Supported, and trained users in Microsoft Word 6.0, Excel 5.0, Access 2.0, PowerPoint 3.0, Windows NT 4.0, Windows 3.x, and cc mail.
  • Provided technical phone support for managers and their teams.
  • Administered the Network Management System for a private multiplexed Circuit/Carrier Local Loop communications network.

Education

New Horizons
10.2007

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Solar Tech
Paramus, N.J.
06.2004

General Studies

JERSEY CITY STATE COLLEGE
12.1993

Skills

  • Windows 11, Windows 10, Copilot, Jira, Track-IT! 70, Dameware, Bomgar, PCAnywhere, MS Office o365; Smartbook ELN, Citrix, PAM,

Certification

ITIL Certification

Timeline

Lead ServiceDesk Analyst

Novartis (Consultant)
09.2011 - Current

Desktop Support Technician

National Construction Rentals
03.2011 - 09.2011

Director of Systems Operations & Support

Office of Child Support Enforcement (OCSE)
10.2009 - 01.2011

Helpdesk Lead (Consultant Channel Dynamix)

VIEWPOINTE LLC
11.2008 - 10.2009

Helpdesk Manager

MEDICAL RESOURCES INC.
01.2005 - 11.2008

Lead Technical Support Specialist

Medical Resources Inc
05.2003 - 01.2005

Desktop Support Specialist

ROSEART INDUSTRIES
11.2002 - 04.2003

Technical Support Specialist

WHITE & CASE LLP
01.2000 - 10.2002

Clients: Beth Israel Medical Center, Sidley & Austin, and Brown & Wood

Desktop & Help Desk Specialist (Consultant)
04.1999 - 12.1999

Telecommunications Analyst & Desktop Support Technician

CITICORP
07.1994 - 08.1998

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Solar Tech

General Studies

JERSEY CITY STATE COLLEGE

New Horizons

Hardware Knowledge

  • Lenovo Laptops
  • Dell Laptops/Desktops
  • HP Laptops/Desktops
  • Wireless Routers
  • Hubs
  • Scanners
  • Printers
  • Memory
  • Docking stations
  • IPhone
  • Ipad
  • MACbook

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Robert Goworek