SUMMARY

• An organized and creative IT professional with proven leadership skills and a desire to enhance my technical skills with more 10+ years of experience leading helpdesk environments and in technical support with a diverse group of clients.
• Currently looking for a position with an organization where I can utilize my existing leadership skills and knowledge to increase IT support and manage an efficient technical environment.

TECHNICAL SKILLS

• ITSM/ITIL Experience
• Helpdesk Ticketing System Experience (ServiceNow, Remedy, BMC Footprints, Salesforce)
• HIPPA/PHI Compliance Experience
• G - Suite Experience
• SCCM Experience
• ERP/CRM Experience
• Knowledgeable in Mac systems
• SAP Experienced (Modules: Material Management, Human Resources, Customer Relationship Management)
• VPN Access Experience
• Cisco Unity Phone System Experience
• Citrix Experience
• Active Directory Experience
• Anti-virus solutions
• MS Office 365 Experience (Exchange, Outlook, Excel, SharePoint, etc)
• Experience with servers (physical and virtual such as VMware), domains and networks (LAN & WAN)
• Anti-virus solutions/Firewall
• Mobile Device Management (Jamf, Intune, AirWatch)

PROFESSIONAL EXPERIENCE

Confidential

Manager of Information Technology

Responsibilities:

• Manages daily operations of help desk infrastructure which includes on site and offshore teams.
• Manages relationships with third party hardware and/or software vendors across multiple teams or facilities by participating in the development of a framework for managing vendors
• Maintains an awareness of new applications, technologies, technical methods, trends, and advances in the profession: reviews professional publications, technical manuals, and web sites to increase knowledge of network operations; attends conferences, workshops, and training sessions as appropriate
• Manages all service delivery processes related to the identification, prioritization, and resolution of Internal/external service requests and incidents.
• Develops and implements standards, Monitors work of the IT Support team who troubleshoots user difficulties relating to hardware, software, networking, and telephony system issues.
• Provide updates by ensuring compliance, including aligning a roadmap to meet goals
• Proactively detect and prevent future problems/incidents and initiate the Problem Management process to allow quicker diagnosis and resolution
• Evaluates and implements changes to group functions to maximize operational efficiencies. Provides feedback and training as necessary. Conducts performance reviews and manages personnel issues within the team.
• Define the technology road map and manage day-to-day IT operations and execution of key initiatives in support of the business strategic plan
• Prepare statistics, KPI and trend reports for use in the problem management process. Identify problems through the review and focus on optimizing processes
• Refine and own the support process and recommend and help define product features to simplify support process
• Directs the provision of network infrastructure, email systems, database systems, server computers, end user computers, telephone systems, file shares, print servers, and classroom technology.
• Collaborate with subject matter Manages full life cycle of multiple system projects by preparing project plans, allocating resources, prioritizing projects and tasks, consistently monitoring and reporting project status and timelines, and ensuring adherence to project specifications.
• Drive scalable support processes and policies that achieve operational efficiency, productivity, and effectiveness through establishing and measuring KPIs.
• Ensure that the problem management information reflects accurate errors and is complete and manage and maintain information stored in the problem database
• Provide weekly touch point with the Management to keep them informed of trending support topics, update them on open incidents and help desk actions and impact to the business
• Responsible for achieving efficient and effective day-to-day delivery and support of services to business users (according to SLA) as well as related costs
• Develops and/or assists with the development of policies and procedures and recommends changes to effectively meet the goals and requirements of the program;
• Supervises, directs, and evaluates assigned staff: develops and oversees employee work schedules to ensure adequate coverage and control; compiles and reviews timesheets; approves/processes employee concerns and problems and counsels or disciplines as appropriate; assists with or completes employee performance appraisals; directs work; acts as a liaison between employees and management; and trains staff in operations, policies, and procedures

Confidential, Georgia

IT Support Lead/Asst IT Dir

Responsibilities:

• Manages a team of individuals who support the university’s technology needs, including Help Desk (Landesk/BMC Footprints), PC Support, desktop applications, and other electronics that are working in a ITIL environment with ITSM policies.
• Collaborates with the Services Training team, identifies opportunities and provides feedback on technical and non-technical issues for development of training material
• Develop and maintain disaster contingency and recovery processes and procedures to ensure continuity of critical business functions.
• Maintain a comprehensive understanding of all aspects of product delivery and operations
• Collaborate across internal IT teams and vendor partners to understand key change initiatives and ensure effective transition to operations
• Coordinate, standardize, and lead all activities ensuring root cause and prevention is identified
• Employs Crystal Reports Integration server to build reports, retrieve and format data.
• Sets and meets performance standards to meet customer service and sales goals of company. Trains and coaches’ employees to achieve high performance. Measures employee performance against goals and makes all appropriate employment decisions.
• Responsible for achieving and maintaining core KPI scorecard measurements at or above stated goals (SLA, Backlog, Avg cases closed per day per analyst, Customer Satisfaction)
• Reviews open incidents in SDE to ensure escalation and updates.
• Provides end-user support, training and advice on all client-side computer hardware and software.
• Demonstrates basic understanding and support of Technology systems. Awareness of measures including KPIs of success with business as related to Technology projects
• Defines training needs for users and system administrators on SDE software and create manuals.
• Coach, mentor, and develop staff, including overseeing new employee on-boarding and providing career development planning and opportunities.
• Provides support to end users in BMC SDE and the Self-Service Portal.
• Coordinates IT and vendor resources and Consults with business partners regarding technology needs
• Participates in the bidding process for technology infrastructure and equipment including writing specifications.
• Support Active Directory needs and Office 365 requests
• Utilizes work order system to document problems, communicates resolution of problems.
• Assists the help desk by taking service desk calls to investigate, categorize, and resolve incidents, or escalate as necessary.

Confidential, Georgia

Technical Support Supervisor

Responsibilities:

• Provides technical and administrative support for applications development, service desk (Remedy) and PC installation activities
• Maintained proficiency and technical knowledge by attending educational sessions; reviewing publications; establishing personal networks and meeting with others in area of responsibility.
• Diagnose and resolve incidents, and perform authorized change tasks (routine system maintenance), according to documented processes and procedures.
• Tests functionality of new equipment and integration with existing systems and software making necessary adjustments.
• Assisted in Technology support activities, such as, infrastructure tasks or the collection and definition of business requirements and translations into functional outcomes for Technology projects
• Oversees high-level management activities across department and personnel levels to ensure integrity of budget, schedule, and technical performance of operations.
• Conducts needs’ assessments with customers as related to specific issues or requests and used Microsoft Office tools to assist in compiling data for reporting and producing reports for distribution
• Maintained proficiency and technical knowledge by attending educational sessions; reviewing publications; establishing personal networks and meeting with others in area of responsibility.