PROFILE SUMMARY

• Highly experienced IT management professional, specializing in Higher Education, MSP, Healthcare.
• Profit environments, seeking to join a highly professional, growth - centered team where my vast leadership experience and unique skill set can inspire team growth and cultivate a collaborative and diverse support environment.

PROFESSIONAL EXPERIENCE

Confidential, Texas

IT Support Manager

Responsibilities:

• Manage the IT department and staff for UNT Athletics as well as serve as cross-functional technical support for University IT department serving more than 40,000 students, staff and faculty.
• Primary management for department desktop support, IT deployment service, system security, SLA negotiation and service metrics, coordinating wif University leadership and stakeholders to ensure streamlined planning and project management.
• Budget oversight, vendor management, life cycle and change management.
• Oversight of operational documentation and standard operating procedures for all servers, and integrated systems wifin the UNT athletics and associated departments.
• Provide orientation and training for all UNT athletics faculty, staff, and students for departmental systems.
• Recruit, develop, and lead a growth centric team of student and staff employees utilizing personalized mentorship and individual development profiles.
• Oversee “White Glove” levels of support for all campus software and hardware needs including proper escalation of advanced troubleshooting wifin negotiated SLA parameters.
• Support campus hardware fleet consisting of Dell Desktops, Macs, Server management and VM environments as well as NCAA and Athletic specific technology and devices.
• Support User access permissions through Active Directory including user access, security groups, department shared folder access, VPN remote access.
• Support all classroom and athletics technology including A/V equipment including live broadcast, ESPN support as well as classroom technology including SMART boards, document readers, projectors, scoreboards, Extron integrations and approximately 150 Oracle point of sale systems.
• Serve on campus committees including SCCM deployment committee, UNT Inclusion and Diversity master committee and chair athletics department Inclusion and Diversity committee.

Confidential, Fort Worth, Texas

Help Desk Manager

Responsibilities:

• Managed day to day help desk operations of busy Managed Service Provider office.
• Supervised a team of Level 1 through 3 technicians.
• Served as primary escalation point for customer service issues and QA analysis.
• Analyzed and improved business processes and workflows and transitioned company to proper ITIL industry standards including incident, change, and problem management strategies.
• Primary support and troubleshooting for Microsoft Office365 as well as active directory and group policies.
• Supported a client list of more than 100 clients wif 2000 end users as a level 2 technician prior to promotion.
• Provided daily analysis of ITSM ticketing metrics and quality assurance.
• Managed client and vendor relationships and monitored Quality assurance surveys.
• Managed hardware and software life cycle management and equipment asset management.
• Recruited, trained, and coached a mid-sized team of highly skilled technicians.
• Introduced “White Glove” customer service approach dat greatly improved client satisfaction and retention.
• Worked wif technicians and staff to improve client response times and performance metrics company wide, improving resolution times by 20% and reducing number of active open incidents by more than 50%.

Confidential, California

Help Center Manager

Responsibilities:

• Oversee day to day operations and management of the University Help Center & User Support Division including employee & budget management as well as providing advanced level support, ITSM management, and implementation of processes and procedures to ensure up to date ITIL and HDI standards.
• Serve as primary liaison between the ITS department and University Administration and Academic departments, meeting wif department heads, Deans, and University Executives/Cabinet to provide and support conflict resolution, Service Level Agreement (SLA) negotiations, Hardware/Software changes as well as student and employee PII Security and enforcement of HIPPA, PCI, & FERPA compliance standards.
• Supervise and lead a team of more than 70 staff and student help center employees, including recruiting, hiring, training, payroll approval, quarterly goal setting, performance evaluations, terminations, exit interviews, mentoring and coaching.
• Provide advanced technical support & troubleshooting for Microsoft Windows, Office365, Mac OS, Various Antivirus, VPN Clients, VOIP administration, campus Gmail and Google Suite, MFA enforcement, numerous other department specific software platforms, classroom technology, printers, supports for campus labs and virtual environments.
• Developed employee training & development programs utilizing University Learning Management System (CANVAS) which TEMPhas helped streamline training and improve overall user support and communication of standard operating procedures.
• Serve as Project Manager for numerous department and campus projects including the merger of Media Services & Help Center teams, consolidation of ITS student labor force, new ITSM tool selection and implementation, KB rollout and Knowledge Center Support (KCS) transition, and numerous other various software/hardware rollouts.
• Provide advanced technical support & troubleshooting for Microsoft Windows, Office365, Mac OS, antivirus, VPN clients, VOIP administration, campus Gmail and Google suite, MFA enforcement, numerous other department specific software platforms, classroom technology, printers, support for campus labs and virtual environments.
• Appointed to campus Student Employment Steering Committee to develop and improve student employment procedures across campus.

Confidential, San Diego, California

Help Desk Technician

Responsibilities:

• Served as initial point of contact for all corporate and client IT and technology needs and assigned to helpdesk team via ticketing system based on level of importance and urgency.
• Provided level 1 support, advanced system troubleshooting and computer repair for issues wifin busy marketing research company, wif more than 250 users and workstations in a multi network corporate environment wif Windows XP, Windows 7, & Windows 8 machines as well as numerous Mac systems utilizing various versions of OS X.
• Set up and maintained Active Directory users and network domain permissions as well as access and installation for corporate VPN users and clients.
• Provided system repair and troubleshooting for company computer systems including, software & system updates, virus removal, OS imaging, hardware diagnosis and repair, network issues, and peripheral equipment installation and repair just to name a few.
• Founded non-profit to assist in humanitarian aid for orphaned and homeless children and teens living in high-risk impoverished areas wif specific emphasis on crisis rescue from sex trade and human trafficking zones.
• Established sponsorship programs enabling children in Tijuana's Zona Norte red-light district to obtain education PreK-University, while providing food, clothing, & housing.
• Oversight of all aspects of funding and accounting including fiscal budgets, AR & AP, employee payroll, and government reporting.
• Implemented numerous fundraising and public awareness marketing strategies including public marketing events, public speaking engagements, organization of international group mission trips, website development, and active social media campaigns.
• Provided oversight of IT department serving 5 campuses, approximately 20 radiologists, and 150+ medical staff and administration.
• Managed day to day Help Desk operations and procedures including staffing and 24/7 on call support.
• Oversight of numerous technological platforms including PACS & RIS systems, Teleradiography software and training, Health Electronic Records system software & hardware, VPN and HL7 tunnels running between host servers and remote imaging centers and referring physicians, as well as user account access and active directory permissions.
• Assisted HIPPA Coordinator wif all Electronic Records compliance and frequently trained physicians, medical staff and administrators on proper use of HER equipment/software and implementation of proper protocols in both electronic record keeping and PACS systems.
• Provided helpdesk support to clients, patients and clinicians covering a wide range of technical issues including but not limited to, software installations and support, hardware troubleshooting, systems access and accessibility.
• Maintained Windows Active Directory environment and user access policies as well as provided VPN access to remote workers and physicians.

Confidential, Texas

Information Technology Consultant

Responsibilities:

• Provided onsite and remote IT support to numerous clients wifin healthcare, law, manufacturing, and various other private business environments.
• Performed numerous level 1 and level 2 helpdesk type duties in Windows & Mac environments, including troubleshooting and resolving workstation problems, software problems, peripheral device issues, network problems, and internet service issues as well as virus/spyware removal and preventative maintenance.
• Aided clients wif long-range planning and implementation of necessary IT infrastructure.
• Owned and managed daily operations of successful retail consumer electronics company.
• Provided vast array of home & small business consumer electronics products and services including custom home theater solutions, computer sales, networking and repair, website development and hosting, and onsite IT support and services.
• Setup and Installation of numerous home and professional Audio/Video components, including professional soundboards, speakers, monitor systems, projectors, visual displays and more.
• Franchised Dish Network and Hughes Net Internet service provider and support center.
• Recruited, Hired, and trained a team of 20 employees in day to day operations, customer service, sales strategies, and installation techniques

TECHNICAL SKILLS

• ITIL Foundations
• Office 365 Adminstration
• Google GSuite/Apps Administration
• Gmail/Google Calendar Support
• Google Docs, Sheets, Slides, & Hangouts
• INFINITT PACS/RIS
• Various Medical Imaging Platforms (DIACOM)
• Nuance Dictation
• Active Directory/Azure
• Windows XP, 7, 8, 10
• Mac OS X
• MS Office
• WordPerfect
• Office 365
• EndNote
• Dell Hardware
• Ricoh & HP Printers/Copiers
• Ghost and SCCM
• WebCheckout POS
• Cherwell ITSM
• TeamDynamix ITSM
• ServiceNow ITSM
• Qualtrics SPSS
• Canvas Blackboard
• ESET Anti-virus
• Norton/Symantec Anti-virus
• Workday & Paylocity
• Avigilon Security
• Mitel & Shoretel VOIP
• BitLocker Encryption
• Adobe Creative Suite & Cloud
• Medicat VMWare
• Teamviewer
• Bomgar Remote
• AdAstra Scheduling
• Cisco AnyConnect VPN
• Various Classroom Technology Solutions
• Numerous A/V applications and installations
• Oracle Micros Point of Sale