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It Manager - Enterprise Service Desk Resume

Carmel, IN

PROFESSIONAL SUMMARY:

Insightful Information Technology Manager ready to bring 20+ years of experience and embrace challenging IT environments. Diligent, forward - thinking leader who is adaptable to dynamic business and project needs. Successful at motivating teams to meet demanding timelines. Proven leader in achieving operational excellence supporting enterprise IT systems. Demonstrated skill in translating technical requirements to business solutions. System-level thinker that leverages broad technical background to recognize and solve problems.

SKILL:

  • Operations Management
  • Staff Management
  • Project Management
  • Problem solving
  • Business Process Engineering
  • Complex Technical Implementation
  • Team Leadership
  • Budgeting
  • Mergers & Acquisitions
  • Customer Service
  • Vendor Management
  • Service Management

TECHNICAL EXPERIENCE:

  • Active Directory
  • Altiris / SMP
  • App-V
  • Citrix XenApp / XenDesktop
  • Five9
  • Group Policy
  • LAN/WAN
  • Microsoft Deployment Toolkit
  • Microsoft SCCM
  • O365
  • ServiceNow
  • SolarWinds
  • StorMagic
  • VMware
  • Windows Client/Server

PROFESSIONAL EXPERIENCE:

Confidential, Carmel, IN

IT Manager - Enterprise Service Desk

Responsibilities:

  • Responsible for IT Service Desk providing Tier 1/2 support for 15,000 employees across 150 North American locations
  • Implemented and leveraged call center metrics to manage capacity and optimize assignments and work shifts
  • Reduced Average Speed of Answer by 55% and Average Handle Time by 30% in last 6 months which led to 37% reduction in Abandon Rate
  • Improved vendor partnership and accountability to SLAs; saving over $25,000 in 6 months
  • Created and implemented seat-based contracting model to accelerate staff onboarding
  • Developed new agent program and realized 66% improvement in agent ramp-up
  • Implemented Agile best practices through use of stories and clear acceptance criteria which improved resolution of systemic customer issues
  • Collaborated with multiple product teams to coordinate product releases,, and release communications

IT Manager

Confidential

Responsibilities:

  • Led engineering and delivery of network and server infrastructure services across 130 KAR office, auction, and branch locations
  • Collaborated with Service Owners on resolution of site and multi-site issues, such as network bandwidth utilization and Citrix XenApp/XenDesktop (VDI) performance
  • Managed team's critical incident response including impact assessment, stakeholder communications, troubleshooting, and rapid decision-making focused on service restoration
  • Managed the implementation of new WAN ethernet, DIA, and MPLS circuits
  • Introduced process improvements which reduced incident MTTR by 35% and request MTTF by 55%, along with a 60% reduction in SLA breaches
  • Planned and executed aggressive remediation of 4,500 security vulnerabilities spanning more than 3,000 Cisco switches, VMware hosts, Windows servers, APC battery backups, and APC Netbotz
  • Successfully led Cisco switch and router IOS version standardization on 3,500 devices
  • Completed 30-day upgrade of 140 VMware hosts and StorMagic virtual SAN to new versions without unplanned downtime
  • Drove redesign and implementation of standardized file backups to reduce Veeam backup times by 75%
  • Improved monitoring and visibility by 60% of production systems, which led to improvements that increased site LAN uptime

Program Manager

Confidential

Responsibilities:

  • Responsibilities included site relocations, expansions, new construction, and conversion of acquired business facilities and entire technology footprint (applications, desktop, phone, network, etc.)
  • Managed 2-year consolidated portfolio budget of $18M forecasting and managing both Confidential and Confidential
  • Built strong internal and external customer relationships for achieving mutually beneficial outcomes
  • Improved technology alignment with business need to generate cost-effective solutions
  • Directed and monitored 6 program resources; including employee selection, and hiring, performance assessment, and workload planning to deliver 36 projects
  • Coached personnel in communication, problem solving, prioritization, and career development
  • Established infrastructure conversion playbooks; simplifying technology changes of legacy internet circuits, Nortel/Avaya phone systems, AS400 and Windows servers, Aruba access points, Avigilon surveillance systems, Citrix XenApp published applications, and proprietary simulcast system into routine events

Desktop Engineering Program Manager/Desktop Engineer

Confidential

Responsibilities:

  • Responsible for expanding KAR desktop environment to meet growing business needs
  • Created technical strategy based on industry best practices and emerging technology. Leveraged strategic roadmap to deliver 9,300 personal computers at over 120 sites in just 12 months.
  • Collaborated with vendor delivery partners to realize desired business outcomes
  • Recognized leader; selected for inaugural class of KAR IT Emerging Leaders Program
  • Developed 2-year plan and roadmap for $22M enterprise Windows 7 migration
  • Led team of 5 technical resources to design and build Altiris, SCCM, MDT, and SCCM-based customized tools and processes in support of Windows 7 migration

Desktop Team Lead

Confidential

Responsibilities:

  • Responsible for enterprise desktop support to both local and remote KAR employees
  • Measured team and adapted processes to exceed IT Scorecard metrics
  • Monitored team capacity to manage expectations and staffing levels
  • Led cross-functional troubleshooting efforts
  • Reduced IT image support costs by 78% with consolidation of 23 images to 5 via hardware independent methodology
  • Coached and mentored staff on providing excellent customer service, and lead team to overall customer satisfaction rating above 4.5/5.0
  • Managed and developed 7 direct reports providing support to local and remote users

Confidential, IN

Delivery Manager

Responsibilities:

  • Responsible for Confidential adherence to performance and General Motors satisfaction SLAs in support of highly available manufacturing desktop environment
  • Identified and led improvement initiatives for incident and request processing
  • Scoped, priced, and drafted agreements for services not included in base contract
  • Coordinated North America initiatives to implement urgent and zero-day changes of 24,000 assets
  • Provided direction and guidance to 15 desktop support employees across 11 manufacturing facilities supporting 3000 personal computers
  • Established and maintained customer relationships with 9 GM Plant IT managers
  • Saved Confidential $75,000 annually by improving management of hardware end of lease processes

Applied Associate

Confidential

Responsibilities:

  • Provided daily support of desktops and servers
  • Led plant's Threat and Vulnerability activities for servers and workstations
  • Created Disaster Recovery Plans and Manual Operating Procedures
  • Plan and execute plant-wide personal computing hardware refresh projects

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