It Support Manager Resume
3.00/5 (Submit Your Rating)
Tysons Corner, VA
SUMMARY:
- Four plus years of team lead and project management experience
- Over eight years of system deployment and support in enterprise IT environments
- Demonstrated history of completing projects in a variety of environments on schedule and within budget
- Dedicated to achieving goals and challenges that contribute to a business’ success and growth
- Excellent customer service skills and effective communicator across all levels of business
- Strong leadership, planning, communication and interpersonal skills
EMPLOYMENT HISTORY:
Confidential, Tysons Corner, VA
IT Support Manager
Responsibilities:
- Managed all activities related to the staffing and operation of the Information Systems Helpdesk and Hardware Teams supporting 2,500 employees, corporate events, and AV functions
- Grew team to 5 full - time technical IT support staff and 2 part-time Genesys Works interns
- Mentored and provided technical training of staff to ensure staff development
- Defined and implemented support SLAs, averaged 95% compliance across 5 ticket categories with 6 metrics
- Planned and migrated company from Skype for Business and Microsoft Teams to Slack
- Implemented help desk functions into Slack allowing users to more easily submit tickets, receive automatic answers to common questions, and contact the support team without VPN access
- Completed Windows 10 1709 and Mac OS X Mojave UAT and deployment projects
- Served as SME for $1M Fuze phone system deployment project to 30 corporate offices
- Reduced implementation costs of Fuze phone system by $90k using internal resources
- Implemented new computer upgrade process that reduced hands-on time by 60% and improved hardware returns by 40%
- Audited Office 365 and Adobe licenses monthly, reducing assigned licenses and associated costs by 10%
- Met with department leaders and CXOs to ensure IT support needs were being met
- Updated change management procedures to ensure all engineers were aware of updates to policies and practices
- Performed requirements collection and vendor selection for 3x $150k AV system upgrades
- Reviewed and updated onboarding and termination processes of incoming and departing employees, reducing LOE by 50% and significantly reducing security vulnerabilities from departing employees
- Developed unused SCCM/Parallels management system into a critical tool for software deployments and policy enforcement
Confidential, Sterling, VA
Overseas Deployment Lead
Responsibilities:
- Managed team of 22 system installers traveling worldwide on deployment assignments
- Performed hiring interviews, onboarding, and managed training and development for new and veteran installers
- Stood up new Consular section in Porto Alegre ahead of schedule and under budget
- Managed move of U.S. Embassy London involving 600 man hours and $750k of equipment on schedule, within budget, and with no service outages
- Developed two week installer boot camp that covered work tasks, contract duties, and team policies
- Created and received government approval on SLAs to be met on deployment assignments
- Documented SOPs
- Performed preliminary testing and image creation in advance of Windows 7/Office 2013-> Windows 10/O365 upgrade
- Performed post-trip and annual performance reviews with installers
- Acted as 24/7 first escalation and resolution point for system installers
- Analyzed documentation needs for installers and tasking document creation, testing, and verification to ensure accurate procedures were being performed in the field
- Coordinated with other contract teams to create cross-training and collaboration opportunities
- Conducted meetings with high-level State Department officials and Ambassadors. Typically covering upcoming deployment and training initiatives
- Traveled worldwide to provide on-site software and hardware training and workstation deployments to Consular section staff ranging from basic staff to Consular management
- Worked with development teams to develop and execute testing and validation of new hardware, software, and patches
- Deployed HP server clusters and SANs in multiple locations
- Advised local IT staff on Active Directory maintenance and Group Policy best practices
- Updated and tested images for deployment in the field
- Maintained Sharepoint site for deployment teams - Updating content and changing design layouts based off of project needs
- Regularly attended security and intelligence briefings before traveling to high-risk locations
Systems Deployment Specialist
Confidential, Washington, DC
Responsibilities:
- System Engineer III for Washington D.C. 911 Office of Unified Communications
- Managed the SQL database for the 911 dispatch applications - User management, backup verification and restoration of corrupt data, scheduling automated tasks, running update scripts, verifying redundancy across high availability servers
- Responsible for maximizing uptime and preventing outages for the basis of an entire 911 application suite
- Trained help desk on new procedures and changes for new applications and patch deployments
- Consulted with senior client management on new software and work environment technology issues
- Coordinated with external agencies (Police, Fire, EMS) to determine technology needs and timing of software updates and hardware refreshes
- Maintained Dell servers and SANs running 911 databases
Confidential, Herndon, VA
Systems Administrator
Responsibilities:
- Designed and deployed new SCCM 2012 environment
- Upgraded domain controllers and Active Directory from 2003 to 2008 R2
- Reviewed Active Directory schema and worked with senior domain administrator to perform changes
- Managed virtual servers in vCenter v5 and HyperV
- Provided Tier II help desk support
Confidential, Columbia, MD
LAN/WAN Technician
Responsibilities:
- Provided IT support for Public Safety agencies’ computer and telecommunication systems
- On-call 24/7 including weekends and provided remote desktop support over the phone and through remote connection software
- Maintained Active Directory OU for Public Safety users and computers
- Maintained Dell servers and EMC2 SANs running 911 systems
- Maintained and deployed workstation systems and mobile computing solutions
- Created Visual Basic scripts for automated installations
- Assisted in development and execution of Windows XP -> Windows 7 migration
Confidential, Fairfax, VA
Geek Squad Agent/Computer Sales Specialist
Responsibilities:
- Worked with customers to provide computing solutions based off of their current and future needs
- Troubleshot and provided technical support assistance to customers in-store and over the phone
- Managed clearance/End-of-life inventory and trained fellow associates on sales techniques and technical information