Sr. Technical Lead Resume

SUMMARY:

IT Manager/Sr. Tech Lead with a passion for customer service who brings both managerial and technical expertise to any organization. With my heart - felt desire to help others and my deep managerial/technical knowledge, I can bring stability & structure to any enterprise

PROFESSIONAL PROFILE KEY SKILLS/EXPERTISE:

Helpdesk Management Project Management IT Service Management Customer Service Executive care services Enterprise mobility Network administration Desktop Support Expert Healthcare IT support Government IT support Enterprise training, SME MAC, Linux, & Windows

CAREER HISTORY:

Sr. Technical Lead

Confidential

Responsibilities:

Proactively manage & train a team of 15+ Tier 1 and Tier 2 technicians who assist via helpdesk
Proven management & tech-training skills resulting in Jr subordinates being promoted within
Dramatically improved customer resolution times utilizing Metric, SLA, and QA reporting data
Promotes knowledge sharing by creating How-To items, SOP’s, and giving monthly tech trainings
Improved customer satisfaction survey by 67% via improving incident escalation processes etc
Actively serves as a technical SME, assists Jr. Technicians with difficult Desktop Support incidents
Serves as contract SME on subjects including MAC products, emergency operations, and servers

IT Support

Confidential

Responsibilities:

In charge of design & management of the Confidential ’s new walk-up IT helpdesk, the AskIT Now Confidential
Recognized by the Confidential for cutting call center volume by 32% by offering walk-up IT services
Implemented equipment, technical team, training guidelines, service catalog, SLA’s, and SOP’s
Managed a team of 5 Tier 1 and 5 Tier 2 techs, disciplinary, mentoring, scheduling, and training
Regularly met with the Confidential to discuss challenges and improvements using ITIL CSI principles
Assisted technicians with Tier 2 desktop break/fix that required seasoned input for resolution
Consistently received compliments and awards from Confidential staff for exemplary IT support efforts
Served as a focal point for Confidential projects for things such as new applications and mobile devices

Tier II Desktop Support Technician

Confidential

Responsibilities:

Assisted 15,000+ government users with break/fix helpdesk services on campus and remotely
Recognized for resolving the most helpdesk tickets consistently resulting in SLA goals being met
Actively utilized for “Executive Care” which involves assisting C level executive Confidential employees
Diagnosing/repairing/troubleshooting desktops, laptops, mobile phones, printers, networking
Using Active Directory for account creations, password resets, permissions, file shares, tshooting
Configuring/troubleshooting checkpoint encryption, secure data handling & recovery procedures
Troubleshooting VPN connections, PIV/CAC card issues, Account permissions issues, and more

Healthcare IT Project Analyst

Confidential

Responsibilities:

Performed desktop support and networking break/fix for 9 hospitals using BMC remedy tickets
Configured & deployed medical grade desktops/laptops/tablets/PDA’s/Printers/Scanners/carts
Greatly improved hospital staff efficiency by deploying requested IT procurements via feedback
Took part in a large scale agency equipment PC & printer refresh project spanning 9 hospitals
Took part in a multi-million dollar network AP upgrade project performing network surveys
Deployed new applications Medstar wide such as MedConnect, worked with vendors as needed configured & maintained MC70/75 medical PDA’s for hospital sites, created inventory tracking

Counter Intelligence Agent

Confidential

Responsibilities:

Assisted customers with all aspects of their technology needs inside of a Confidential store location
Recognized as the department “MVP” for attributing to our 96% non-return repair rates in store
OS installations, Hardware/software installs & repairs, PW resets, virus removals, consultations
Learned & assisted customers in various departments such as home theater, audio, cameras, etc
Created How-To documents, SOP’s, trained new Jr. Agents on procedures, upgraded work areas
Worked with internal store management on bringing new innovations using fresh technology

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