Lead Applications Manager Resume

SUMMARY

An IT professional with over 15 years of experience who continuously delivers a strong consistent performance, having progressed from a technical foundation to become a well - rounded manager.

AREAS OF EXPERTISE

PROFESSIONAL EXPERIENCE

Lead Applications Manager

Confidential

Responsibilities:

Manages a global team of Application Support Analysts
Serves as the Lead Application Support Manager for our applications and ensures that we are able to maintain our existing environment and future enhancements
Manages business objectives and the setting of personal development goals for my team
Monitors and reports application performance metrics, errors, inaccuracies or inefficiencies, making recommendations as needed
Drives issue resolution, develops business knowledge and applies technical alternatives
Responds quickly in a rapidly changing business environment
Researches and participates in training’s to stay current on client/server related issues and technologies
Coordinates the rollout of enhancements to the production environment for our applications
Documents and develops training materials as needed to fulfill project requirements
Serves as an escalation point of contact for the IT team and trouble-shooting - investigate complex ‘how to’ questions
Monitors and reports on any service issues to IT Leadership
On-boards old and new application with our shared services department
Works closely with our developers on projects and rollouts of new applications

Office Technology Manager

Confidential

Responsibilities:

Served a second role as a Technology Relationship Manager for the Actuarial business unit within Confidential Group
Worked with the regional service delivery managers to maintain and implement policies and procedures
Met with office and business Heads to identify client needs and coordinate resources to ensure needs are regularly met
Build and continuously improve the technology environment including hardware and software applications
Supervise a Global Service Desk shift and ensure customer service levels are being maintained
Act as escalation point for Service Delivery issues and liaise with other ITS Groups to ensure escalations are actioned accordingly
Ensure proper asset management and regional inventory is replaced per schedule
Build, document and develop training materials as needed to fulfill the project requirements
Prepared and conducted mid-year and year-end performance reviews
Work with Human Capital to provide training and development opportunities
Responsible for working with vendors and ordering mobile equipment, mobile devices, peripherals etc

Senior Support Analyst

Confidential

Responsibilities:

Provided technical support, training and guidance to users
Administration of user accounts via Novell/Active Directory and other tools
Maintained department images via Acronis True Image
Participated in a Global Service Desk providing technical support on any number of hardware/software issues for 3500+ global employees
Installed software, upgrades, patches, and triage system issues
Supported local servers, switches and phone systems
Configured and maintained local printers and multi-function devices
Setup audio visual/computer equipment, as needed, for local and firm-wide meetings and training sessions
Facilitated network access for traveling users and clients while on-site
Managed and maintained inventory of local assets including: PCs, peripherals and wireless devices
Coordinated hardware and software requests, ordering items once approved and timely inputting of invoices for approval
Build, document and developed training materials as needed to fulfill the project requirements