SUMMARY:

Information Technology Manager with over 22 years of experience; including managing people, processes, technology that drive successful projects, IT best practices including ITIL and ITSM, regulatory compliance and risk assessments.

TECHNICAL SKILLS:

• asset management change management project management (CompTia IT Project+ certified)
• MS Office including O365
• Visio and Project
• Track - it
• Footprints
• Connectwise
• Box
• AtTask
• Remedy and vendor management.

PROFESSIONAL EXPERIENCE:

Associate Director Information Technology Customer Services

Confidential, Mattawan, MI

• Built cohesive team from 1 to 15 within 1st year
• Manage and develop team of 10 direct reports and 5 indirect including tier 1 Service Desk, tier 2 Deskside support, tier 2 Application Admins and Deskside engineering (imaging, HW/SW, inventory)
• Collaborate on most efficient organization of roles within the IT department which enhances employee growth and career pathing
• Increase customer satisfaction by enhancing ITIL and ITSM framework including processes that focus on supporting the end user
• Defined tiers of support and trained IT department on customer experience
• Created KPIs and metrics to show performance of team
• Assisted in creating Change Advisory Board and lead group as facilitator
• Created monthly IT Newsletter; Editor in Chief
• Developing SLAs with the business to enhance success
• Evaluating new incident management system (MS System Center)
• Work with C Level to provide service and support
• Promote Customer Support at start of project for smoother transition from implementation to support

Assistant Director of Business Services

Confidential, Grand Rapids, MI

• Implemented/stood up tier 1 service desk averaging over 36,000 calls per month
• Created positive feedback initiatives including recognition for positive customer surveys, monthly incentives, candy for immediate recognition of positive work and Bear Bucks (recognition that can be turned in for prizes, café dollars and time off)
• Key stakeholder in Change Advisory Board, change requests (software and operational) tracked and reviewed in Smartsheet
• Assisted in implementation of Remedy help desk system including business requirement gathering, impact and needs from both customer and Operations and User Acceptance Testing
• Collaborated on revamping recruitment including better assessments, base requirements of candidates and interview process
• Organized ISO process for Grand Rapids site to adhere with Peckham’s ISO certification
• Created process to document and review compliments and complaints with Peckham’s ReNew system
• Managed contract including service level agreements and ensure that disincentives are minimal
• Developed customer service standards to exceed expectations
• Developed quality assurance program for monitoring calls and coaching for excellence
• Created all process and procedures for day to day operations for service desk supporting over 50,000 end users
• Developed all job descriptions and hire all direct reports
• Managed 5 direct reports including Site Manager, Trainer, 2 Task Order Managers and Knowledgebase Manager
• Conducted performance appraisals, goal development and coaching of staff
• Assisted in hiring 150 agents and 10 supervisors including promoting hiring events
• Managed day to day operations of the service desk
• Monitored progress to meet deadlines, standards and budgets
• Served as escalation point for customer regarding customer experience, issues or concerns

Operations Manager/Analyst

Confidential, Battle Creek, M

• Developed quick and efficient process to scan, evaluate and report on security risks found by White Hat Sentinel (SaaS)
• Evaluated security risks and vulnerabilities scans for Kellogg’s 480+ websites
• Presented findings to website owners and participate in remediation planning to resolve vulnerabilities
• Created and summarized vulnerability and security status for senior management security committee
• Assisted with project to standardize website development to Kellogg corporate standard
• Researched and created logging and monitoring requirements for a centralized website logging tool

Information Technology Manager

Confidential, Kalamazoo, MI

• Managed IT budget for cost effective and efficient solutions (saved over $60,000 in network support costs in 2012)
• Negotiated vendor contracts including saving over $3500 for an annual network monitoring renewal
• Grew and enhanced business relationships with IT vendors
• Managed staff of five employees
• Coached staff on development plans and goals
• Oversaw maintenance, implementation and repair of infrastructure completed by network engineer
• Implemented a change management process via Microsoft Excel and procedures used by IT staff for all upgrades and patches
• Managed software and hardware inventory
• Oversaw activities of Project Management team who averaged 50 projects per year
• Established, implemented and administered Information Technology (IT) policies and procedures
• Created and maintained Business Impact Analysis and Recovery Time Objectives
• Managed the Business Continuity and Disaster Recovery plan and oversaw testing completed by IT staff
• Managed Security and Risk Assessment policies including monitoring for security risks to safeguard member data
• Maintained regulatory guidelines and IT compliance requirements
• Created an Audit Issues Log and oversaw completion by IT staff.
• Created and managed IT steering committee with board of directors which met semi-annually to discuss IT security
• Presented to senior management and board members on technology issues and projects
• Participated as member senior team for strategic planning for the credit union and IT
• Created and presented annual IT security report to board of directors which summarized any security issues, risks, major projects, value adds, positive customer comments and future projects
• Researched and provided technical information and guidance for future projects
• Developed and presented IT orientation covering IT policies and Help Desk procedures for new credit union employees
• Developed and implemented a help desk environment including all processes and procedures
• Trained management team on new help desk processes including how tickets are prioritized and service level agreements

Customer Support Manager

Confidential, Grand Rapids, MI

• Assisted with deployment of Connectwise including training staff and developing procedures for new customer support platform to track tickets and invoice customers
• Developed pre-sales documentation including flowcharting customer interaction with support desk
• Created processes and procedures that ensured the renewal of Gold certification and obtaining new Master Unified Communications certification from Cisco
• Managed day to day operations of a distributed customer support center including service level agreements (SLAs)
• Managed staff of up to ten employees in five offices in four states
• Presented transition to customer support documentation in conjunction with Netech account managers and engineers to provide smooth transition of customer projects from installation phase to support phase
• Worked with Netech administrative staff to ensure proper levels of hardware inventory are maintained through Connectwise

Information Technology Manager

Confidential, Battle Creek MI

• Developed and implemented a help desk environment including all processes and procedures, utilizing Track-it help desk software
• Created a change control process via Microsoft Excel for software and hardware updates
• Provided help desk training to staff including tips and tricks for ease of use
• Assisted in implementation of Intranet, Passageways, including knowledge document module
• Managed software and hardware inventory (Citrix environment) via Microsoft Excel
• Surveyed staff on customer satisfaction with results consistently over 97% for the IT staff
• Created and managed IT steering committee with board of directors which met quarterly to discuss IT security
• Managed staff of five employees
• Coached staff on development plans and goals
• Oversaw maintenance, implementation and repair of infrastructure completed by network engineer
• Enabled IT staff to think creatively and develop a secure and efficient process to do monthend procedures remotely
• Established, implemented and administered IT policies and procedures
• Developed and presented IT orientation covering IT policies and Help Desk procedures for new employees
• Managed regulatory guidelines and compliance requirements
• Monitored and reported on security intrusions and violations of policies
• Created an Audit Issues Log and oversaw completion by IT staff.
• Presented to senior management including board of directors on technology issues and projects
• Managed all phases of technology projects including developing project plans, milestones and deliverables
• Researched and provided information for future projects including help desk reports for trending future improvements
• Proposed IT budget and presented to board of directors to plan for the future direction of technology
• Grew and enhanced business relationships with IT vendors