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It Support Manager Resume

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

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