IT District Manager Resume Austin, TX - Hire IT People

SKILLS:

EXPERIENCE:

IT District Manager

Confidential, Austin, TX

Responsibilities:

Provided managerial support to a Team of 50 and worked alongside, all Level 1/Level 2 Technicians.
Oversaw the maintenance/troubleshooting and upgrading of all PC/Mac OS and hardware.
Managed the upkeep of all pc related equip, including all printers/scanners/projectors/tablets and phones.
Managed IT, staff, including hiring/training/conflict resolution, and performance coaching.
Defined delivery and support plans for implementing appropriate information technologies.
Utilized remote support to access pc’s, to assist the physicians within the district.
Maintained quality of service by establishing and managing to organizational standards.
Confirmed effectiveness of solutions by interacting with the user base and understanding their challenges.
Developed and implemented all IT policies and procedures.
Communicated regularly with stakeholders regarding pertinent IT activities.
Worked effectively with various stakeholders executives/dept. heads/end users/vendors or consultants to define business and systems requirements.

Sr. Helpdesk Analyst

Confidential, Austin, TX

Responsibilities:

Assisted Clients via phone/e-mail with various time/attendance and payroll issues.
Modified Lawson Accounts while supporting acct lockouts and documented the incidents using Heat.
Assisted with time/attendance corrections using Infor Workforce Management.
Created knowledgebase articles on how to use the in-house timekeeping system “BOLT”.
Utilized configuration manager remote control to assist the schools within the district.
Created, disabled and reactivated user accounts in Active Directory, also performed file restoration.

Service Desk Team Lead

Confidential, Spring, TX

Responsibilities:

Managed a team of 10 analysts in a call center environment that was customer facing.
Facilitated weekly team meetings to discuss metrics/training/OLA and SLA’s with the business in order to effectively provide extraordinary customer service.
Provided escalation for issues that required communication to be initiated.
Assisted Admins with Concur submittals and error messages.
Finalized knowledgebase submission for the department’s knowledge repository (SharePoint).
Trained/On-boarded new employees on company policies also set performance goals for the group.
Participated in department change control meetings to update my group and prepare training material.
BMC was used initially before switching to SCSM for incident documentation w/ a Smart form.
Used SCCM for software deployment/updates and asset management accompanied by Altiris Console.
Supported Ricoh printers with secure print and scan options.
Created knowledgebase articles on how to provisioned Citrix for internal/remote and vendors.
Utilized Airwatch to install and update wireless devices with the correct software and firmware.
Assisted with the Trend Micro Virus scan process for security and inventory.
Created, disabled and reactivated user accounts in Active Directory, also performed file restoration.

POS Integration Specialist

Confidential, Houston, TX

Responsibilities:

Assisted Clients via phone /e-mail with POS On-Boarding training using Jira to create incidents.
Verified tie-out reports based on project requirements.
I’ve supported and documented work on several POS Systems: Aloha|Posi|Micros|Xpient|Speedlink.
Aligned dbafiles (source files) to create the data tables for POS reporting.
Held weekly conference calls via Phone/WebEx to address client’s questions and concerns.
Provided feedback to clients on reporting issues and new system enhancements.
Entered break-fix tickets via Jira and prepared scope of work for new projects (SOW).

Help Desk Team Lead

Confidential, Houston, TX

Responsibilities:

Managed a team of 5 agents in a call center environment.
Conducted weekly staff meetings to discuss metrics/training and upcoming projects.
Trained/on-boarded new employees on company policies and set role expectations.
Researched and supported level II /III calls from Vendors and Plant Employees.
Setup new user accounts/security groups in MS Exchange and set folder permissions in Active Directory.
Installed, upgraded and re-imaged desktops/laptops with current versions of company software.
Supported HP/Cannon and Ricoh printer also established/monitored Video Conferences.

Systems Support Analyst, Houston, TX

Confidential

Responsibilities:

Assisted internal clients via phone with POS system issues using Heat as the documentation source.
Ordered IBM/NCR register parts from Macro, I also was the liaison for Lexmark printer services.
Was responsible for the opening/closing of Verizon Wireless network ticket issues.
Reset Active Directory accounts and assisted Vendors with AS400 logins.
Processed Debit/Credit and Pre-paid cards reconciliation while adjusting CC bal per transaction in SAP.
Ordered and calibrated equipment for sites and tracked inventory using QuickBooks.

POS Helpdesk Specialist

Confidential, Houston, TX

Responsibilities:

Assisted Internal clients via phone support with the POS system issues.
Triaged trouble tickets/complaints via the Heat Ticketing system.
Ordered IBM/NCR register parts from Macro, I also was the liaison for Lexmark printer services.
Was responsible for the opening/closing of Verizon Wireless network ticket issues.

Helpdesk Analyst

Confidential, Houston, TX

Responsibilities:

Assisted Internal clients via phone support using the Peregrine Trouble Ticket system.
Created/disabled and reactivated users accounts in Active Directory/SAP/Oracle/VPN and Cisco.
Was responsible for the deployment of new applications using Altiris console
Imaged new pc’s for deployment and slaved hard drives from returned machines.
Tracked and updated Outages and Applications issues using the Outage Tracker Notification System.
Configured SPHA/SPHB phone settings for remote employees (softphone).
Reset and updated Blackberry devices via the Blackberry Enterprise Management tool.
Performed nightly restoration of Verint calls for Audit purposes (data backup).
Provided remote support using: Proxy/Carbon Copy and prepared Knowledgebase docs for training.

Customer Service Lead

Confidential, Houston, TX

Responsibilities:

Managed a team of 10-20 reps with supporting internal clients via phone support.
Assigned trouble tickets for online support using Remedy Ticketing system.
Performed online password resets an assisted with online errors within the system.
Enrolled clients in bill pay also provided weekly stats/metrics, team improvement and prepared training docs.