IT Team Lead Resume

SUMMARY:

I excel at solving problems and have done so my entire life. This skill has been cultivated throughout my academic and professional career and has manifested in a variety of successful projects and positions within a variety of atmospheres proving my adaptable nature and overall versatility. Let me apply these skills, and the summation of my experience, to uncover and resolve your business barriers.

EXPERTISE AREA:

Project Management
Needs Assessment
Team Management / Supervisor
Major Incident Management
Customer Relationship Management
Task prioritization / Triage
Vendor Selection and Monitoring
Vendor Management
Problem Management
Root Cause Assessment and Identification
Mathematical Business Modeling
Asset Management
Multitasking
Budget Creation and Management
Metrics Definition
Documentation
Impact Assessment
Executive Communications and Reporting

CORE COMPETENCIES:

Lean/Six Sigma
CRM
SCRUM
IT Management
Asset Management
Imaging
Marketing Concepts

TECHNICAL SKILLS:

System Administration / User Support: Windows domain administration, MS Exchange, FirstClass server administration, IIS administration, MS SQL Server administration, network file storage/ storage area networking (SAN), DHCP, TCP/IP, LAN (wired and wireless), Samba, hardware configuration, advanced technical trouble shooting, system imaging, SonicWall firewalls / firewall concepts and execution, VPN concepts, disaster recovery/backup and recovery/data loss protection (DLP), database architecture concepts, network design, Moodle implementation, infrastructure management and planning (including OSI stages understanding), network security concepts and application, (including network scanners), virtualization concepts and theory, Software as a Service concepts and business models, project management

Operating Systems: Apple's OSX (workstation and server), MS Windows (workstation and server), Linux, iOS, BSD

User - Level Applications: MS Office, MS Dynamics, MS Project, image manipulation programs, IDEXX CRM (Beacon and FirstWave)Analysis Tools (learning): JMP, Jmeter, SOASTA, Lavastorm, Tableau, Dynatrace, HP Loadrunner, Netuitive

Other, General Experience: Telnet, SSH (Secure Shell), FTP (File Transfer Protocol), basic HTML web design, Software as a Service business concepts and application, graphic design and sign construction

PROFESSIONAL EXPERIENCE:

IT Team Lead

Confidential

Responsibilities:

Presented multiple product line enhancement and expansion ideas.
Managed the workflow of the IT Group
Redrafted workflow to improve efficiency of IT tasks
Implemented operational metrics on production systems
Designed CRM structure used for HelpDesk and IT
Implemented a predictive monitoring solution on production equipment.
Instrumental in developing a regulated and predictable product release schedule.
Created, updated, and edited technical documentation
Both internal technical documents & customer - facing documents
Administered virtual web servers, load balancer, and MS SQL clusters
Implemented change to double backup capacity for 2/3 the price.
Assisted with customer relations for heightened performance concerns
Within first two months resolved two major customer concerns dating nearly two years

Team Lead & Senior Case Manager

Confidential

Responsibilities:

Evaluated business needs to resolve critical customer scenarios
Managed up to 46 concurrent projects to mitigate critical customer situations for customers with up to $300k in annual revenue
Generated innovative solutions that resolve customers concerns and negotiate with internal business partners and customers to reach universal acceptance.
Coordinated resolution efforts between various corporate stakeholders.
Provided leadership and case management guidance for Cornerstone CRT members.
Developed strategy for team operations and workflows
Managed the relationships of customers who have a damaged perspective of their customer service or product performance experience.
Acted as load-balancer for the team work volume.
Developed metrics, scripting, tracking tools, and data collection tools for multiple customer-interaction projects.
Named a “Top Performer” for 2014.
Created and update departmental documentation as needed.

Technology Director

Confidential, Winslow, ME

Responsibilities:

Planned, executed, and managed all IT projects
Built, and defended, the necessary supporting budget to maintain operations, including long-term planning.
Evaluated and analyzed organizational needs as they related to technology.
Supervised up to four employees and up to four student volunteers.
Managed approximately $1,500,000 in technology assets including approximately 1,000 student laptops.
Implemented a helpdesk system that increased performance and decreased response times while allowing for an additional 500 workstations (approximately 1500 total).
Administered all networks and servers for up to seven physical sites across a variety of operating platforms.
Chaired district Technology Committee to facilitate stakeholder engagement.
Created custom scripting to increase laptop imaging efficiency
Designed and implemented a robust disaster recovery / backup systems
Audited telecommunication expenses yielding a reduction of $1,100 per month.
With only 10 days of lead time performed a successful technology migration from one office site to another.

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