SUMMARY:

Experienced IT Manager and Technologist specializing in end - user focused teams and mixed technology environments across a range of stack complexities and industries. Excellent leadership, interpersonal, communication, and troubleshooting skills.

PROFESSIONAL EXPERIENCE:

IT End-User Experience Manager

Confidential, Apple Valley, MN

Responsibilities:

• I lead the IT End-User Experience Team which exists to make it easy for Questar employees to work no matter where they work.
• We evolved from a team almost entirely focused on traditional reactive service desk work, to one knowledgeable and passionate about leveraging cloud platforms like Azure and Office 365 to both remove the barriers of traditional infrastructure and make best security best-practices built-in.
• I take part in both the day-to-day technical work and project planning and execution to improve the technical lives of Questar employees.
• Successfully expanded the team’s focus to include all internal end-user platforms
• Migration from on-premise Skype for Business to Microsoft Teams
• Roll-out of Azure AD Multi-Factor Authentication and Self-Service Password Reset
• Enhanced Azure AD as preferred identity platform across the enterprise
• Worked with VAR to transition from a Microsoft EA to a CSP agreement, saving the company tens of thousands of dollars

Technical Services Manager

Confidential, Bloomington, MN

Responsibilities:

• I was the direct manager for the Technical Service Delivery teams at Confidential .
• I was responsible for the well-being, effectiveness, and efficiency of the Technical Service Delivery teams, which includes both Remote and Field-based Engineers, and maintaining a high standard of both technical work and customer service.
• I was accountable for identifying opportunities for and delivering or arranging for technical and soft-skills training; building a strong sense of team through information sharing, constructive meetings, and social gatherings; and making sure team members have access to the tools and resources they need to do their jobs well. Each quarter the team would set and achieve meaningful goals and I would work with other managers and senior leadership to ensure our team goals are aligned with our company’s objectives.
• Bi-weekly one-on-one meetings with team members and maintain high level of team engagement
• Weekly Operations Leadership meetings to solve service delivery problems and monitor quarterly technical and process-related initiatives
• Monthly service team meetings and ServOps meetings (DevOps for service delivery teams)
• Metric-aware performance evaluations
• Technical and resource escalations
• Monitor customer satisfaction via feedback surveys
• Develop and deliver internal and customer-facing training
• WatchGuard Vendor Champion
• Develop, maintain, and deliver end-user security training
• Continuous self-improvement as a leader through mentoring and study

Field Service Manager

Confidential, Bloomington, MN

Responsibilities:

• Run a weekly field technicians' meeting in which team members collaborate to solve problems - not just politick and waste valuable company time
• Cascade messages to other teams in both a weekly All-Hands Meeting and a bi-weekly Operations meeting
• Help direct quarterly goals for field technicians’ team
• Repaired the business relationship with a contentious customer and established renewed rapport

IT Engineer

Confidential, Union, NJ

Responsibilities:

• I worked directly with the Director of Operations to design and implement IT Solutions for small- and medium-sized business, with a focus on the Microsoft Windows Server Environment. Confidential primarily deploys IBM x Series servers running the VMWare vSphere ESXi platform, and Cisco ASA 5500-series network appliances.
• I regularly migrated existing legacy Windows Server environments to Windows Server 2008 R2 or Windows Small Business Server 2011 depending on the size and needs of our customers. Post-deployment we provided 24x7 monitoring and routine server maintenance, as well as break/fix support for servers and workstation hardware, software and operating systems.
• I also deployed, configured, and maintained backup solutions for Confidential 's customers including off-site cloud-based backups, and on-site virtualization using Datto appliances.
• Confidential provides these services in conjunction with the business' 30+ years of phone system and carrier support, including implementation and support for ShoreTel (Windows Server 2008 R2 platform), Vertical Wave (Windows Server 2003 platform) and ESI (key system) PBX.
• We also deploy and support hosted SIP-based PBX systems, using Edgewater Networks routers and Netgear switches.

Desktop Support Analyst

Confidential, Morristown, NJ

Responsibilities:

• Acted as Junior Analyst to design and deploy Symantec Ghost Solution Suite 2.5
• Junior Administrator to for Symantec Ghost for large-scale hardware deployments and image maintenance
• Cross-trained Team Members on completing site-wide hardware deployments using Symantec Ghost Solution Suite 2.5, including creating step-by-step documentation for deployments
• Supported Operations team in on-site deployment of document management system at satellite offices in Chicago and Los Angeles.
• Completed IT Infrastructure Site Reviews evaluating the overall health of the environment at offices in Chicago, Los Angeles, San Francisco, Milwaukee, and Honolulu (on-site)
• Supported Operations team in relocation of San Francisco office (on-site)
• Designed and executed plan to evaluate potential replacements for end-of-life laptop hardware - used as primary information source for CTO-level decision regarding company-wide hardware purchase