SUMMARY:

• Self - motivated IT Manager with comprehensive background in leading and motivating in a fast paced technology environment.
• Change and Incident champion who has handled and driven change/incident management for the Enterprise Control Centers. Ensured high priority incidents were properly worked and closed. I led teams including, helpdesk, tier 2 support, computer operations and batch scheduling and data center support, Desktop Management, and most recently, a team of Technical Account Managers.
• Dedicated to Customer Support. Provide the customer a positive and enjoyable experience through premier services.
• Developed premier teams who received customer accolades.
• A dedicated leader who can get the best from his staff through mentoring, one on one, coaching and relationship building.
• I set clear expectations for my teams and set requirements early to ensure everyone is on the same working level and understanding of needs for L1, L2 and Leads.

TECHNICAL EXPERIENCE:

Management: Managed diverse teams including Windows, Network, Unix, Computer Operations, NOC, Account Management, and Help Desk teams. Result were teams that provided premier service to internal and external customers exceeding Service Level Agreements. Coached staff on work ethics, policies, relationship building and applications, ensuring effectiveness of the team. Adept at communicating with internal staff, external stakeholders and vendors, Held global responsibilities managing a team of server and network technicians in Canada, Practiced ITIL principles ensuring that changes were not disruptive to the company or external clients. Champion of change, facilitating and driving the change process on a departmental level. Facilitated change control meetings and reviewed data with change reviewers and approvers to ensure changes are accepted and moved forward without incident. Ensured changes were posted for review.Ensured that change requests were correctly filled out for approval and updated with proper data upon completion or failure and backout steps were in place. Ensured my teams worked incidents and problems to completion detailing what was done to correct the issue. Identified repetitive problems identifying root cause.Trained in facilitation. Facilitated issues that were P1 and P2 affecting many customers. Utilized my skills to bridge technical resources and work to an expedient resolution getting tools of servers online meeting SLA’s.

Hardware: IBM OS/390 Server, AS400 Server, Desktop and Server Support, Cisco Routers, Cisco Switches, Sun workstations, Cisco Ethernet networks.

Software: Microsoft Office 2007 - 2013(Exchange, Word, PowerPoint, and Excel). Supported Windows tools and servers. Active Directory, server disk space management. Provided support to proprietary software.

Monitoring Tools and Ticket Systems:

Confidential Systems: Netcool and Maximo / Netmon

Compucom: Clarify / Remedy / EIQ

Forcepoint: Salesforce

Confidential: HP Governance Center / Control-M / IPSwitch Whatsupgold

PROFESSIONAL EXPERIENCE:

Confidential, Austin, Texas

Mission Critical Support Manager - Technical Support

Responsibilities:

• Achieved and developed a larger customer base by working with Enterprise Sales Account managers to retain and increase customer sales. This provided a stable account environments and increased department revenue.
• Ensured CSAT Averages were above company standards and hitting levels identified by the company. CSAT concerns were quickly addressed with customers to ensure customer happiness.
• Coached Technical Account Managers on being successful and provided direction to ensure their success.
• Created QBR reports for Sr level management.
• Hired and developed and trained staff.
• Slashed payroll/benefits administration costs 30% by minimizing the burden of unnecessary overtime expenses.

Confidential, Dallas, Texas

Systems Integration Manager/NOC Manager

Responsibilities:

• Developed Key Performance Indicators tracking technician incident closures, touches and customer contacts.
• Managed a total of 62 Tier 1/2 NOC Analysts and Lead technicians in Dallas, Texas and Ontario, Canada.
• Ensured customer satisfaction was maximized and SLA’s were achieved.
• Cleaned up and synchronized policies domestically and internationally ensuring alignment met corporate policies.
• Ensured staffing levels were appropriate to ensure SLA’s were met.
• Communicated job expectations to staff, planned, monitored and appraised results of staff activities.
• Provided in house desktop support/management for the NOC.
• Championed change in the NOC. Ensured changes were properly updated with details and closed if successful or marked as failed if not successful.

Confidential, Austin, Texas

Customer Support Supervisor

Responsibilities:

• Saved thousands of dollars in lost man hours and avoided negative customer impact by facilitation and oversight of all Priority 1 and 2 issues which solved problems and allowed the customer to get back on line quickly.
• Ensured critical and non critical issues were addressed promptly to prevent an outage. Engaged technology teams on bridge calls facilitating results to get customers up and working. Also promoted proactive actions and sponsored these as learning opportunities.
• Ensured that service level agreements were met or exceeded.
• Ensured teams resolved customer facing issues promptly. Interfaced with customers gleaning follow through on technicians work resulting in consistent high quality.
• Met with department heads, managers, supervisors, vendors, and others, to solicit cooperation in problem resolution.
• Developed and interpreted organizational goals, policies, and procedures. Ensured staff was trained on these policies and procedures and had a firm understanding.

Confidential, Stafford, Texas

Data Processing Supervisor

Responsibilities:

• Ensured customer Service Level Agreements were met and exceeded.
• Provided 24/7 Support for a Data Processing/NOC team as well as support programmers.
• Implemented and achieved superior team Server support, NAS and EMC experiences for the customer.
• Developed strong team building skills. Team was recognized by application teams for their efforts and knowledge.
• Met with department heads, managers, supervisors, vendors, and others, to solicit cooperation.
• Developed and interpreted organizational goals, policies, and procedures.

Confidential, Houston, Texas

Enterprise Supervisor

Responsibilities:

• Directed inter-departmental projects, allocating staff and resources.
• Facilitates change meetings with reviewers and approvers ensuring changes were discussed and approved.
• Developed strong teams to ensure data processing was done according to time constraints.
• Ensured staff adhered to policy and participated in the company diversity process.
• Performed performance assessments.
• Identified areas of improvement; ensuring team members received proper training.
• Supervised 12 staff across multiple shifts.
• Performed STK - SQL maintenance.