OBJECTIVE:

IT manager seeking challenging leadership position with an IT organization to utilize my expertise in the development and implementation of service management solutions using ITIL principles

CAREER SUMMARY:

I am an award winning IT service management professional with over 16 years of experience in systems support and project management. I am a proponent of balanced customer service and technical training; of expository documentation in the ITSM; of creating transparency through effective change and release management. The majority of my work has been in the support arm, but also includes maintaining and administering servers, desktop clients, printers, networking, Active Directory and enterprise applications management.

TECHNOLOGIES:

Software: Windows OS, Mac OS, Remedy, IQTrack, Office 2010, Netwrix, Active Directory, SCCM, Symantec Ghost, Windows Server 2008, Exchange, SQL, Citrix, iManage WorkSite, Hummingbird DMS, VM, Sophos, Assurance NM, Computrace, Web browsers, iOS, Android, Blackberry, SharePoint

Hardware: PCs - Dell, Toshiba, HP, IBM; Printers - HP, Lexmark, Canon; MFDs - Canon, Ricoh, Fiery; UPS; Cisco

Network: LAN/WAN, TCP/IP, WiFi, Riverbed

PROFESSIONAL EXPERIENCE:

Confidential

IT Service Manager

Responsibilities:

• Implemented new ITSM system
• Configured SAAS ticket system solution for incident, request, problem, and asset management
• Created workflow for common service requests like new hire and purchase approval
• Wrote Incident, Outage and Problem Management policies
• Implemented outage communications SAAS system
• Managed project for standardization of field workstations
• Manage team of IT engineers and workflow analysis professionals
• Maintain ownership of incident, problem, outage, asset and knowledge management
• Provide daily feedback and reports to clinical operations team
• Manage vendors for SAAS solutions and voice/data systems
• Define IT processes and policies that drive efficiency
• Provide systems administration and management for ITSM, email, IP phones, etc

Confidential

Information Technology Training and Support Manager

Responsibilities:

• Managed implementation for new desktop build rollout to the entire organization
• Key components included defining procedures, training, hardware refresh, image testing, profile, data and settings transfer
• Implemented Cisco ACD system for the support team, removing the antiquated hunt group approach
• Created metrics and configured reporting for call center activity
• Conducted national campaign for a global service desk model
• Provided project management for digital fax solution national implementation
• Manage team of IT support and training professionals in east, central and western regions
• Administration of ITSM system and vendor management
• Implementation and training for ITSM system best practices
• Provide training and process developments for service delivery including incident, problem and knowledge management
• Manage SLAs and OLAs
• Define procedures for asset management, including purchase and lease cycles with vendors
• Provide telecom, network and Active Directory support and management
• Member of the Change Approvals Board
• Maintain strong working relationships with colleagues, staff and stakeholders across the organization
• Create metrics reporting based on KPIs
• Project manage hardware refresh, system upgrades, software rollouts
• Responsible for hiring, performance evaluation, coaching and termination
• Train personnel, develop processes and drive efficiency based on ITIL and HDI best practices
• Develop annual budgets and participate in review and adjustments process throughout the year

Confidential

Technical Support Manager

Responsibilities:

• Refined support processes to consistently achieve the following KPIs:
• Annual overall customer satisfaction ratings above 90%
• Developed Knowledge Management solution for success
• 1 to 1 usage policy that guaranteed ticket accuracy and resolution
• Implemented new ITSM
• Re-structured Service Catalog using ITIL principles
• Introduced workflow technology
• Created Business Continuity plan and procedures for department
• Manage technicians in phone, desktop and hardware support roles
• Provide request, incident, problem and knowledge management services
• Develop and analyze daily, weekly and monthly KPIs from ITSM and ACD systems
• Provide and schedule training for technicians in ITIL and ITSM best practices
• Coach, commend and train technicians on procedures and performance
• Manage mass communications to internal users for system changes and service interruptions
• Member of Situation Assessment Team for Business Continuity/Disaster Recovery planning

Technical Support Supervisor

Confidential

Responsibilities:

• Acting Technical Support Manager over all level II/III technicians in regional offices
• Developed relationships with leadership in all IT departments to break down silos and bolster support team knowledge
• Fostered cross-training plan for level I and II personnel
• Supervise technicians in phone, desktop and hardware support roles
• Implement improvements for incident, problem and knowledge management
• Act as second point of escalation for technical issues
• Liaise with all customers that indicated any level of dissatisfaction through survey responses
• Schedule technicians for coverage including after-hours support
• Train technicians on standard procedures and customer service
• Regularly audit employee performance based on individual metrics and quality reviews
• Write and send IT alert notifications to users affected by system outages; manage urgent incident response and resolution
• Create standard operating procedures for service desk functions

Technical Support Lead/Project Manager

Confidential

Responsibilities:

• Provided project management for headquarters move (1.5 year project)
• Established the plan to move ~1,000 personnel from two local offices to new building location
• Provided effective vendor and client management
• Defined the processes and trained temp staff for PC equipment disassembly and reassembly
• Performed quality checks for all work completed
• Provided updates to stakeholders at the completion of each phase
• Participated in ITSM implementation process
• Act as first escalation point for technical issues 24/7
• Take on challenging customer interactions
• Train technical support agents

Support Technician

Confidential

Responsibilities:

• Provided IT support and resource management for two regional offices
• Provide hardware support for desktops, laptops, printers and servers
• Provide desk side support of Windows operating systems and major software packages like Microsoft Office, Outlook and document management systems
• Administer Windows, Novell and Citrix user accounts
• Patch network ports on Cisco equipment
• Maintain UPS devices
• Provide support for Blackberry wireless devices configured on a Blackberry Enterprise Server
• Provide support for wireless networks and technologies
• Manage consumables inventory

Support Technician

Confidential

Responsibilities:

• Completed multiple technical certifications including MCSE and MOS
• Promoted to Level II/III in 9 months
• Generate monthly reports using Excel spreadsheets with pivot tables
• Provide call center support of Windows operating systems and major software packages like Microsoft Office, Outlook and document management systems
• Install, configure and support remote access software including Citrix Web Interface, Outlook Web Access and ICA Clients and Cisco VPN Clients
• Create solutions for legacy knowledge base; also became responsible for approving those submitted by other technicians
• Create monthly reports in Excel of help desk data that was exported from a Lotus Notes ticket tracking database, for presentation to top executives