SUMMARY

• An accomplished IT Service and Operations Leader wif extensive experience in technical support, enterprise project management, end - user and vendor relations, team leadership, and regulatory compliance (HIPAA, SOC, PCI), to develop new technology solutions and services for industry leaders.
• A strategic planner who identifies areas of improvement on business systems, infrastructures, and processes and develops standard operating procedures to increase security, mitigate risk, maximize availability, and optimize performance while reducing operational costs.
• An articulate communicator and respected leader who effectively builds cross-functional teams to consistently meet performance metrics and service level agreements in order to ensure client satisfaction, exceed profitability goals, and advance organizational objectives.

AREAS OF EXPERTISE

• IT Support Operations
• Systems Administration
• Systems Migration
• Stakeholder Relations
• Strategic Planning
• High Availability
• Enterprise IT Solutions
• Budgeting & Forecasting
• Networking & Virtualization
• Risk Assessment
• Backup Solutions
• Contract Negotiations
• Project Management
• Team Leadership
• Performance Management
• Resource & Time Management
• Articulate Communication
• Effective Issue Resolution

PROFESSIONAL EXPERIENCE

Confidential Charlotte, NC

IT Service & Support Manager

Responsibilities:

• Improved support operations throughout a 300% 10-month major business expansion by managing support deliverables and SLAs and by establishing three additional office locations wifin the Charlotte area to accommodate growth.
• Streamlined support structure and reduced costs 15% by standardizing all EUC technologies to Dell endpoint.
• Enhanced end-user service delivery and systems availability by implementing ServiceNow ITSM and ITIL support and change standards, and by establishing an IT support concierge desk to provide rapid technology break/fix and Q&A services.
• Achieved a significant costs savings by establishing relationships wif leading VARs to improve the purchasing process.
• Migrated all IT EUC services and technologies to new headquarters campus wif minimal downtime.
• Consolidated divergent Avaya phone systems into a seamless environment resulting in greater system stability and scalability.
• Upgraded internal communications by successfully deploying companywide video conferencing and collaboration platform and endpoints consisting of Cisco MX, SX, and Spark Board technologies wifin the new headquarters.
• Heightened security and mitigated potential risks by deploying Full Disk Encryption (FDE).
• Improved end-user virtualization space by deploying VMWare Horizon Air Desktop as a Service (DaaS).
• Ensured data security in an ever-increasing mobile workforce by launching Mobile Device Management (MDM).

Confidential, AZ

IT Operations Manager

Responsibilities:

• Successfully migrated company headquarters and a fulfillment warehouse to a new location including all end-user and systems/network technologies, as well as an existing hosted PBX platform to an on-premise Cisco CUCM platform supporting 500+ users and a 120+ person call center, wif minimal downtime.
• Achieved 99.9%+ uptime while implementing additional functionality and systems redundancy to improve caller experience by stabilizing the CUCM call center environment.
• Improved support and management of WMS systems by virtualizing 20 physical servers.
• Optimized team performance by conducting regular employee reviews and individual meetings to continually improve end-user support, system availability, and employee relations.
• Ensured SLAs were consistently met by implementing solutions to improve Help Desk and Infrastructure team KPIs.
• Virtualized desktops for the 120+ personnel call center.
• Achieved a CSAT attainment rate of 98% by implementing Customer Satisfaction (CAST) surveys.
• Optimized team performance by conducting periodic employee reviews and bi-weekly one-on-one meetings wif direct reports.
• Reduced IT asset costs and improved support operations by developing an IT handbook and standardizing computing platforms in order to implement best practices and operating guidelines for all business units.
• Enhanced service quality while reducing resolution times by developing SLA support and ticketing procedures.
• Improved the IT ticketing system by implementing ITIL standards, reporting and metrics.
• Increased security and mitigated potential risks by standardizing desktop anti-virus application systems.
• Significantly reduced operating costs by developing IT vendor relationships for desktop hardware and software purchasing and renegotiating licensing and vendor contracts.

TECHNICAL SKILLS

Dell Certifications: Enterprise Laptop, Desktop, and PowerEdge Server

Hardware & Software Applications: Dell (Dell Certified), HP, Compaq, IBM, Sony, Apple, Toshiba, Lanier, Xerox, Konica Minolta, Nimble, EMC, Barracuda, Simplivity, Nutanix, Microsoft Office, Endpoint Security, Salesforce (CRM), Sage (ERP), Dynamics (ERP), Oracle (ERP)

Operating Systems: Windows (XP - 10 & Server), Apple OSX & Linux (Ubuntu, Debian)

Networking & Virtualization: Cisco, Dell, SonicWall, Cisco VPN, VMWare (On-Premise & Cloud)

Systems Administration: Active Directory, MS Exchange, Unix, Google Apps/Mail, KACE/KBOX, ServiceNow, MS O365

Web Development & Voice: CSS, HTML, Cisco VOIP, Avaya VOIP, Cisco MX, SX, Spark

Mobile Devices: Blackberry (BES), Android and iOS, MDM (Intune & Airwatch)