Violetta Dilanyan
IT Manager
Bridgewater,NJ
Summary
Detail-oriented team player with strong organizational skills. Willingness to take on added responsibilities to meet team goals. Ability to handle multiple projects simultaneously with a high degree of accuracy. Organized and dependable candidate successful at managing multiple priorities with a positive attitude.
Overview
4
4
years of professional experience
8
8
Certifications
2
2
Languages
Work History
IT Manager
Insmed
Bridgewater, NJ
07.2023 - Current
- Oversaw IT department operations and training.
- Assisted in development of long-term strategies to grow department and resources.
- Interacted and negotiated with vendors, outsourcers and contractors to secure products and services.
- Updated customers and senior leaders on progress and roadblocks.
- Created and terminated user's accounts from start to finish in business applications.
- Collaborated with other departments to help meet IT needs and properly integrate and secure systems.
- Led technical upgrade projects for clients by working and coordinating with consultants and developers for integrations.
- Implemented and maintained technology and software budget.
- Maximized performance by monitoring daily activities and mentoring team members.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
Senior IT Support Engineer
Insmed
Bridgewater, NJ
07.2022 - 06.2023
- Communicate with clients to verify roots and causes of computer problems.
- Coach employees through day-to-day work and complex problems.
- Define clear targets and objectives and communicate to other team members.
- Recruit, interview and hire employees and implement mentoring program to promote positive feedback and engagement.
- Establish performance goals for employees and provide feedback on methods for reaching those milestones.
- Collaborate with outside departments to implement system-wide improvements.
- Boost team member productivity by enhancing performance monitoring and instituting motivational approaches.
- Order new equipment and inventory and schedule repairs for damaged equipment.
- Develop and implemented new filing systems to improve organizational efficiency and productivity.
- Review and analyze reports, records and directives to obtain data required for planning department activities.
- Provide strong leadership to enhance team productivity and morale.
- Create and terminate user's accounts from start to finish in business applications.
- Coordinate IT operations activities to deliver smooth flow of daily business needs.
- Interact and negotiate with vendors, outsourcers, and contractors to secure products and services.
- Track purchase orders and follow up with vendors and carriers to support timely deliveries.
IT Support Engineer
Insmed
Bridgewater, NJ
06.2021 - 07.2022
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Translated complex technical issues into digestible language for non-technical users.
- Used ticketing systems to manage and process support actions and requests.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Monitored systems in operation and quickly troubleshot errors.
- Researched product and issue resolution tactics to address customer concerns.
- Documented support interactions for future reference.
- Researched and identified solutions to technical problems.
- Created user accounts and assigned permissions.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Tested new software and hardware prior to deployment.
- Generated reports to track performance and analyze trends.
- Installed and configured operating systems and applications.
- Configured hardware, devices, and software to set up work stations for employees.
- Helped streamline repair processes and update procedures for support action consistency.
- Presented audit findings to IT manager after reviewing results and paperwork.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues
IT Consultant
Insmed (CyberThink)
Bridgewater, NJ
12.2019 - 06.2021
- Attend weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
- Enter service tickets into incident tracking system to facilitate faster problem identification and resolution.
- Respond to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Diagnose and resolve user system functionality issues to enable completion of desired operations.
- Address user customer service concerns and decide when to escalate problems to specialist team members.
- Engage in user support interactions via telephone, chat and email platforms.
- Investigate and correct problems with printers, copiers and other peripheral devices.
- Answer and triaged requests for assistance in order to provide top-notch support.
- Improve overall user experience through support, training, troubleshooting, improvements and communication of system changes.
- Create support documentation that empowers and enables user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
- Submit service tickets for equipment maintenance requests.
- Follow up with users to verify optimal customer satisfaction following support engagement and problem resolution.
- Collaborate with supervisors to escalate and address customer inquiries or technical issues.
- Load software, grant permissions and configure hardware for new employees as part of onboarding process.
- Remove malware, ransomware and other threats from laptops and desktop systems.
- Patched software and installed new versions to eliminate security problems and protect data.
- Document all transactions and support interactions in system for future reference and addition to knowledge base.
- Resolve malfunctions with systems and programs through troubleshooting.
- Determine hardware and network system issues using effective troubleshooting techniques.
Education
Bachelor of Science - Cybersecurity And Information Assurance
Western Governors University
Salt Lake City, UT Feb 2019 - 01.2020
Master of Science - Psychology
Capella University
Minneapolis, MN Aug 2014 - 05.2016
Bachelor of Arts - Childhood Education
Brooklyn College of The City University of New York
Brooklyn, NY Jan 2007 - 05.2014
Skills
Critical thinking skills
Certification
CompTIA A+
Timeline
IT Manager
Insmed
07.2023 - Current
Senior IT Support Engineer
Insmed
07.2022 - 06.2023
IT Support Engineer
Insmed
06.2021 - 07.2022
IT Consultant
Insmed (CyberThink)
12.2019 - 06.2021
ISC2 Systems Security Certified Practitioner (SSCP Associate)
11-2019
CompTIA Security +
09-2019
Certified Internet Webmaster Web Security Associate
09-2019
CompTIA Network +
08-2019
CompTIA Project +
07-2019
Certified Internet Webmaster Site Associate
05-2019
CompTIA A+
04-2019
AXELOS ITIL Foundations
04-2019
Bachelor of Science - Cybersecurity And Information Assurance
Western Governors University
Feb 2019 - 01.2020
Master of Science - Psychology
Capella University
Aug 2014 - 05.2016
Bachelor of Arts - Childhood Education
Brooklyn College of The City University of New York
Jan 2007 - 05.2014
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