WILLIAM HEGEDUS

43-65 157th Street, Flushing, NY 11355

(h) 3477320356 (c) 9175628576 email whbc3920@westpost.net
CUSTOMER SUPPORT SUPERVISOR * INFORMATION MANAGEMENT SUPERVISOR * COMPUTER SYSTE
M TECHNICIAN
Technology: Customer Support * End User Support * Procurement
ITIL Certified Customer Support Supervisor with more than a decade of experience
providing world-class technical support and industry-leading levels of uptime f
rom mission-critical business and media systems. Skilled in appropriately escala
ting major issues and system emergencies. Expert in IT procurement processes, wi
th the demonstrated ability to contain costs and minimize waste. Dynamic leader
who trains and mentors high performing technical teams.
Areas of Expertise
Help Desk * Network Administration * Network Management * Technical Support * Cl
ient Relations * Customer Service * Procurement * Vendor Relations * Training /
Development
PROFESSIONAL EXPERIENCE
AFFILIATED COMPUTER SERVICES, New York, NY 2005-2010
Premier provider of diversified business process outsourcing and information tec
hnology services and solutions to commercial and government clients worldwide; a
cquired by Xerox in 2010
Information Management Supervisor / Procurement Technical Coordinator
Led NY based procurement group supporting strategic Disney account. Procured equ
ipment, software, and consumables. Ensured compliance with all legal requirement
s. Monitored Procurement queue to address / update new and existing requests. Ob
tained all necessary financial approvals for purchase requests. Verified complia
nce of client equipment requests with all relevant standards. Provided quotes to
client for approved non-standard equipment. Submitted orders for all approved s
tandard, non-standard, inventory replenishment, or project equipment.
* Recruited and led 4-member procurement team.
* Successfully controlled usage costs and minimized waste.
* Maximize benefit of purchased assets.
* Verified receipt of equipment against invoices for ACS AP System to ensure rap
id payment.
* Mitigated service interruptions / delays through timely procurement of all nec
essary supplies.
* Ensured timely delivery of all equipment as defined by Service Level Agreement
s.
* Coordinated with end-user desktop technicians to analyze additional requiremen
ts necessary for successful request completion.
WILLIAM HEGEDUS
43-65 157th Street, Flushing, NY 11355
(h) 3477320356 (c) 9175628576 email whbc3920@westpost.net
PROFESSIONAL EXPERIENCE, Continued...
DISNEY / ABC, INC., New York, NY 1996-2005
World leader in entertainment and on air news.
Customer Support Supervisor
Promoted to lead 2 6-person support shifts. Directed and coordinated support for
desktop systems critical to Nightly News Broadcast. Ensured compliance with al
l procedures and guidelines including escalation of system issues / emergencies.
Prepared operational and shift reports, and made appropriate recommendations to
address customer satisfaction trends. Contributed to hiring of team members. Tr
ained junior technicians on ABC News applications.
* Increased efficiency and reduced memory upgrade and peripheral costs through r
econfiguring and optimizing desktops and laptops.
* Ensured uptime for mission-critical News applications and systems during major
news events and emergencies including Y2K night, 9/11/2001, and Blackout of 200
3.
ABC, INC., New York, NY 1996-1998
Supported 3000 networked and stand-alone users. Provided LAN administration doma
in & news account management. Installed and supported Windows for Workgroups / W
in95 and configured OS for both NT and Novell Servers.
Collaborated with LA Office to install / deploy Quintus helpdesk ticketing softw
are, and trained West Coast IT Staff.
* Transferred tapes weekly from Backup 20 units to ensure complete weekly backup
.
MILITARY SERVICE
U.S. ARMY, Honorable Discharge
NEW YORK AIR NATIONAL GUARD, Honorable Discharge
EDUCATION & TRAINING
Control Data Institute, New York, NY
Certification in Computer Technology
ITIL Version 3 Certification in progress
ITIL version 2 Certified 2006,
Manager Accountability
Manager Integration
Civil Treatment for Managers
Information Security Training