IT Manager Resume

SUMMARY:

Highly successful IT Professional with 15+ years of experience managing IT support Confidential across large - scale global organizations, specializing in incident management, change management, and infrastructure projects. Expert in collaborating across internal and external stakeholders to drive improvements enhancing support capabilities and service delivery. Effective leader, implementing IT strategies to optimize resources and capture efficiencies, while maintaining high operational tempo.

AREAS OF EXPERTISE:

Incident Management
Service Desk/Help Desk
IT Confidential /Strategy
Project Management
Change Management
SOX/PCI Compliance
Vendor Management
Troubleshooting
Technical Support
Team Leadership
Cross-Functional Collaboration
Communication

TECHNICAL PROFICIENCIES:

ITIL Practitioner, Release and Control ITIL V3 Foundation z/OS Mainframe Unix Windows Network

CAREER OVERVIEW:

Confidential

IT Manager

Responsibilities:

Directed 8 hourly and management associates in providing user support, incident management, and change management for 1,000 associates on logistics applications, including support, maintenance, and installations on Windows and Unix systems and onsite networks.
Managed the budgets for all IT salaries, equipment, service contracts, projects, and office needs.
Implemented asset management processes, optimizing the management of equipment lifecycles and break/fix stock.
Rebuilt the computer room with all new redundant electrical and data infrastructure, including 30 servers, with capacity for future expansion; resulting in zero outages to the business due to computer room infrastructure issues.
Enhanced customer support by designing, building, and relocating IT offices, print room, and equipment storage areas to a centralized location, facilitating standard contact processes, allowing more efficient use of spare equipment, and increasing efficiency and productivity in interactions with customers.

Senior IT Manager of Change

Confidential

Responsibilities:

Improved processes for ITIL, change management, batch scheduling, automation, and Confidential through collaborating with application development and IT engineering departments, as well as external vendors.
Defined new ITIL-based change process, including a new Change Advisory Board.
Represented the areas of change, problem, incident, and knowledge management in the design of a new BMC Remedy implementation based on ITIL, presenting to company IT directors, VPs, and CIO on changes to successfully integrate ITIL processes and Confidential across all departments.

Senior IT Manager of Storage

Confidential

Responsibilities:

Implemented and supported the IBM ADW solution in 2 datacenters, migrating 40 applications for a redundant setup.

Senior IT Manager

Confidential

Responsibilities:

Directed 30+ management associates in providing incident management, change management, performance, and maintenance on all systems and networks, as well as help desk support for up to 150,000 associates worldwide in retail stores, logistics sites, buying offices, and the Confidential .
Administered budget for salary, pay increases, and bonuses.
Managed Confidential, IT performance, and major incident handling for all IT. Identified and resolved critical issues, engaging and coordinating appropriate departments, such as IT engineering, application development, and the outsource vendor, while owning issue status through completion.
Created daily reports for Confidential, performance and major incidents used by top IT leaders to help determine their focus.
Spearheaded improvements to transition support work from application development and IT engineering departments to IT Confidential, facilitating 24/7 support.
Led ITIL assessment for all IT departments, across 1,400 associates, resulting in the implementation of new change, problem, incident, and knowledge management processes to reduce undocumented changes causing outages, increase resolution time on issues, and reduce recurring issues for IT.
Initiated and led the reorganization of 150 support associates, balancing the strengths of each group and shift.

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