Service Manager Resume Bloomington, MN - Hire IT People

SUMMARY:

Experienced IT Infrastructure Manager and Engineer specializing in Windows Server and mixed networking environments, recently with Managed Service Providers, and formerly with Enterprise and mid - size companies. Excellent leadership, troubleshooting, interpersonal, and communication skills.

WORK EXPERIENCE:

Service Manager

Confidential, Bloomington, MN

Responsibilities:

I am responsible for the overall health, effectiveness and efficiency of the Confidential, a hybrid team that includes Remote and Field-based Engineers, including setting and meeting/exceeding meaningful goals and maintaining a high standard of both technical work and customer service.
I am accountable for identifying opportunities for and delivering or arranging for technical and soft-skills, and building a strong sense of team through information sharing, constructive meetings, and after-hours gatherings.
I am an escalation point for my team members, working to make sure they have access to the tools and technical resources they need to perform their job.
I also work with other managers and company leadership to ensure our goals are aligned with our objectives as a company.
This position includes hire/fire responsibilities, and participation in budgetary planning.
Bi - weekly one-on-one meetings team members and maintain high level of team engagement
Weekly Operations Leadership meetings to solve service delivery problems
Metric-aware performance evaluations
Technical and Resource Escalation
Monitor Partner satisfaction
Develop and deliver internal and customer-facing

Confidential

Systems Engineer

Responsibilities:

Assisted with development and implementation of new Ops Teams structure
94% positive customer service feedback in 2017
Officevibe Top 10% in Employee engagement
Develop, maintain and deliver end - user security to our Partners
Microsoft Customer Immersion Experience Facilitator

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
Convey cascading 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 and established renewed rapport with a contentious customer

IT Engineer

Confidential, Union, NJ

Responsibilities:

Successful migration of Windows Server 2000 / Merak mail server environment to Windows Server 2008 R2 / Exchange 2010, including revising and updating Windows Network security, Group Policy, managed backups, and removal of improperly decommissioned Domain Controller
Successful migration of Windows Server 2003 environment to Windows Server 2008 R2
Vertical Wave IP System Installer
MCTS 70-640 Exam: Configuring Windows Server 2008 Active Directory
ShoreTel 3200: Implementing the ShoreTel IP System
Created in-house technical documentation for hosted PBX system deployments

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
Deployed new hardware using Ghost at offices in San Francisco (remote), Philadelphia (on-site), Milwaukee (on-site), Boston (on-site), Orange, CA (on-site), and Los Angeles (on-site).
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

IT Help Desk Analyst

Confidential, Clinton, NJ

Responsibilities:

Performed preliminary testing of corporate applications in preparation for deployment of SCCM and Windows 7 in the Enterprise.
Created template for submitting new articles for Knowledge Base; personally reviewed, approved and entered new KBs into Track - It Knowledge Base
Designated to compose company-wide communications related to changes in IT Policies and Applications, including maintenance and emergency outtages
MasterControl Docs Account Administrator (Document Control and Management)
MasterControl Forms Account Administrator/Trainer (Change Control Management)

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Service Manager Resume

Bloomington, MN

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