SUMMARY:

• My passion is building a Service Desk solution from the ground up and the support that goes along with it.
• This includes installing and configuring modern ITIL based ticketing systems like ServiceDesk Plus and ServiceNOW, setting SLA’s, OLA’s, escalations paths and notifications, hiring, training and development of the Service Desk team, working with vendors and a host of other activities years of retail sales and deskside support experience has also given me the customer service skills that are sorely missing from an end user support pov.
• I can also relate to those support teams in the field as I have performed the job for many years.
• I am a people person who loves to build relationships with support teams in an effort to bring teams together.
• I have worked in intense high pressure environments like the pharmaceutical industry where every second counts and issues must be resolved with a calm and focused demeanor.
• I am not a “super techy” person but there has not been an environment that I was unable to adapt to as
• I have been promoted to a leadership role with every company I have been with.
• I have certifications in N+, ITIL, Six Sigma Green Belt amongst others and have used them in real life.
• I have applied my skillset to multiple industries including government, pharmaceutical, retail, media and automotive industries.
• I can adapt. I have firsthand experience with clients and managing remote service desk agents
• I have acted as facilitator and liaison for these groups globally.
• Above all, I am adept at providing quality customer service to end users, clients, executive leadership, vendors, and other stakeholders in challenging environments.

PROFESSIONAL EXPERIENCE:

Confidential, Atlanta, GA

Manager Technologies

Responsibilities:

• Responsible for on - site delivery and support of infrastructure services that are consumed by Confidential users.
• This includes managing the design, installation, operation and maintenance of all facets of Client Technology with regards to Audio Visual Provisioning, Asset Management, System Adds /Moves /Changes, and Break/Fix.
• Responsible for integrating, deploying and maintaining technology that supports business objectives, assists with short and long range planning, including the development and implementation of technologies and processes.
• Develops processes and procedures to drive department efficiencies, manages the effectiveness of services through disciplines which include key stakeholder management and planning for business requirements, effective budgetary control, risk management and strategy planning. Provide leadership, direction/supervision and day-to-day operational and technical support; mentor, coach and lead staff; create work assignments, establish priorities, monitor, review and supervise completion of assignments on time.
• Manager an outsourced Service Desk used by over 14k users.
• Provide leadership and expertise in the areas of computer system asset management, IMAC (installs, moves, adds, changes), AV and Break/Fix activities
• Assist with preparing capital and operating budgets for this area and monitors actual expenses against budget
• Develop strategies in conjunction with the Service Provider for deployment, administrative support, monitoring and overall integrity of Confidential end user computing environment
• Ensure the Service Management ticket queues are effectively managed based on priority & commitment
• Develop and manage best practice Asset Management processes and support ongoing accuracy of Asset Inventory Database and Stock

Confidential, Atlanta, GA

IT Service Desk Manager

Responsibilities:

• Led effort at Turner to implement a new ticketing tool, ServiceNow, and retire the legacy tool, Remedy.
• Offer recommendations to EIS Workplace Team to improve efficiency and quality.
• Track SLA’s and client satisfaction for the service desk with an eye toward identifying improvement opportunities.
• Proactively collaborate on service delivery goals with local support teams using ITIL methodologies, best practice, industry standards, etc.
• Build positive relationships with external users, vendors, and recruiters.
• Clearly document the incident/problem, action taken, and end solution for a historical record; Monitor and update the status of various customer problems outside of normal business hours; Provide a medium through which to share knowledge regarding the evaluation and correction of technical problems with other Tier 2 & 3 Support professionals; Capture data to be used by management regarding problem trends, resolution time, costs, or other metrics. The go-to resource for Turner

Confidential, Atlanta, GA

Incident/Problem Manager

Responsibilities:

• Coordinates and leads service desk processes and procedures in an effort to restore service among multiple business and IT functions.
• Created the ITSM SharePoint page for collaboration amongst Tier 1 onshore and offshore teams.
• Central point for contact for Tier 1/2/3 support teams, clients, executives, and other stakeholders
• Develops and maintains the Incident management process including documenting process and procedures using ITIL methods, and industry best practices
• Assists the teams to write, validate and distribute any required communication that sent to executive leadership, IT management, customers and lines of business as well as communications to external customers and other stakeholders
• Produce weekly and monthly reporting on SLA’s for Mercedes, Volkswagen, State Farm, and Audi both onshore and offshore.
• Interfaces with Internal and external clients as well as vendors on an as needed basis to discuss problem assessment and to facilitate the coordination of client resources to resolve the problem and minimize the impact
• Use trend analysis and reporting to identify reoccurring incidents, and problem identification. Provide oversight of associated remediation task through collaboration across IT and non IT departments.

Confidential, Atlanta, GA

Promoted to Incident/Problem Manager

Responsibilities:

• Facilitate a business solution provided to an external customer which meets the high level requirements for automotive, fleet or personal location, monitoring, security and performance services.
• Implemented and configured a new ticketing system, Service Desk Plus, from the ground up. Improving overall department performance and SLA metrics.
• First hand leadership in the procurement of ITIL based ticketing, marketing, and asset management tools for Confidential .
• Daily use of monitoring tools such as Zenoss, OpManager, Oracle Grid, VMware VSphere, A10 (load balancers) and a slew of other technologies and tools.
• Responsible for preventive monitoring on core systems including Siebel 8.0.0.5, Oracle Fusion Middleware 10.1.3.3.1, Oracle Security Suite, Oracle ERP, Oracle CCA, as well as other backend systems

Confidential, Union City, GA

IT Service Desk Supervisor

Responsibilities:

• Ensure that the Service Desk is fully using appropriate knowledge management tools and practices in order to meet service level agreements (SLA’s).
• Manage and collaborate with third party suppliers where appropriate and ensure that their performance and provision of services and quality is consistent with our expectations and enables us to meet our exceed service levels.
• Train, coach and mentor Service Desk Specialist including career development
• Continually measure, monitor and work to drive down incident levels.
• Provides technical expertise to other departments as part of cross-functional project teams.
• Selects, develops and evaluates personnel to ensure functional objectives are met.
• Along with other IT leadership members develops an effective and workable framework for managing and improving customer IT support in the organization
• Frequently interacts with direct reports, outside customers and functional peer groups at various management levels. Interaction normally requires the ability to gain cooperation of others, conducting presentations of technical information concerning specific projects/schedules, etc.
• Performs hands-on fixes at the desktop level, including installing and upgrading software, installing hardware,
• Using diagnostic utilities, diagnoses technical problems and makes recommendations for improving performance. Configure and deploy Cisco VOIP phones.

Confidential, Atlanta, GA

Desktop/Field Support Tech II Lead

Responsibilities:

• Performed move, add, and change activities for computer systems, software and peripherals including PDA’s, cell phones, VOIP, and various types of printers.
• Conducted troubleshooting and repair of desktop/laptop/printer computer hardware and software.
• Supported services over the phone, at the desk side and via RDP and VNC
• Built, configured, and deployed new desktop and laptop hardware.
• Resolve and troubleshoot LAN communication issues at the desktop level.
• Ensured all asset updates are passed to the asset management team to ensure accurate inventory.
• Supported low voltage cabling projects.