Oracle UPK Trainers

 

 

For more than 20 years, CMA Consulting Services has provided leaders in industry and government with consulting services and integrated solutions to meet their information technology demands. We have conducted thousands of technology oriented consulting engagements and developed hundreds of application system solutions for our customers, which have been primarily Fortune 500 companies, State, Local and City government agencies.

We are recruiting for an experienced Help Desk/Customer Service Manager to create and build the entire Help Desk operation and ensure that 1,500+ end users are receiving the appropriate assistance.



EXPERIENCE/PERFORMANCE REQUIREMENTS (Knowledge, skills and abilities):

 

· A strong team player with a minimum 7-10 years experience in managing bilingual helpdesk operations and staff supporting 1,500+ users.

· Proven track record in managing a high quality, first class helpdesk operation.  Must be able to demonstrate metrics used to measure targets against service level agreements.

· Demonstrable skills in recruiting, training and coaching helpdesk staff.

· Knowledge of the regulatory requirements for the implementation of IT systems in HIPAA compliant facilities.

· Ability to confidently and clearly present ideas to senior members of staff.

· Demonstrable skills in supporting and training users, problem solving and analysis.

· Experience of supporting complex distributed IT services in shared service environments.

· Experience with Microsoft Exchange 5.5, Windows XP/2000 Professional, MS Office 2003/2007, Outlook 2003, Internet Explorer, Ethernet switches (100BT and Gb), CISCO routers and wireless networks (Bluetooth and 802.11), Macintosh OSX.

· Comprehensive working knowledge and practical experience of TCP/IP, WINS, DNS, DHCP and directory services (NDS and Microsoft AD).

· Experienced in troubleshooting problems related to firewall technologies, content filtering, anti-virus, network security and secure VPN solutions.

· Demonstrable skills in supporting large numbers of remote users and familiarity with technology solutions to ease support issues.

· Familiar with voice and data communications technologies including PBX’s, call logging solutions.

· Proficient in writing clear, concise instructions and procedures.

 

 

 

 

EDUCATION:

 

·  Bacherlor’s degree in computer science, business or related field required.

·  Six sigma training or evidence of quality management training preferred.