IT Support Manager Resume North Chicago, IL. - Hire IT People

SUMMARY:

More than 20 years in IT Management, including strategic directions, budget preparation, vendor relations, planning and operations of support services.
Skilled in evaluating current and future technologies, support services, and leading purchase planning to support both short and long - term IT initiatives.
A Clear and direct project manager, skilled in developing and maintaining a broad vision, cultivating excellent relationships and communicating effectively the across organization to build focused and productive teams.

PROFESSIONAL EXPERIENCE:

Confidential, North Chicago, IL

IT Support Manager

Responsibilities:

Built, lead and fostered positive work relationships with 16 tier 1 and 2 technical resources to support a Navy medical environment.
Problem resolution through management skills and team collaboration decreasing incident request.
Developed resiliency and scalability in production environments for all network services.
Manage escalations to completion, documenting the root-cause and resolution to increase the knowledge base.
Coaching and training for the Technical Support team to achieve the highest customer service levels and develop them for advancement.
Identified and implement procedures for Technical Support team, to ensure first time resolution for the customer.
Monitoring and remediating risk to critical and non-critical system KPIs

Confidential, Buffalo Grove, IL.

Technical Project Manager

Responsibilities:

Established and maintained relationships with individuals at all levels of the organization.
Interface with other projects to track cross-functional action items and budgets to ensure corporate integration.
Manage a variety of projects with varying levels of complexity to successful completion.
Delivery Technical Support for daily problem resolution, problem analysis and creative solutions.
Developed Escalation path for new Desktop and Mobile devices.
Coach and provide input to performance reviews of project team members.
Work with various Vendors for services deliverables and product support

Confidential, Westchester, IL.

Infrastructure Project Manager

Responsibilities:

Delivered and Managing Charter, Scope, Budget, Schedule and Resource in a functional organization for the delivery of a Technology refresh and movement of the Data Center for 40 Branches across the US.
Proactively tracked and monitored of the entire project to stay on-track and within budget.
Worked with Business Stakeholders to understand and deliver exceptional solutions.
Evaluated the final design through Proof of Concept testing at various sites.
Resource management with setting individual goals and additional training.
Monitored escalations of technical issues to mitigate impact to the End-User.
Communicated to Stake Holders and Sponsors through standard reports and SharePoint.

Confidential, North Chicago, IL.

IT Project Manager

Responsibilities:

Team management for the Support of all End-User projects.
Process Improvements and Best Practices… Server and PC lifecycle management, end-user support, training and print management.
Developed, executed and monitoring of Windows 7 Migration of 3500 PC’s using SCCM.
Managed high levels of service and support to each clinical department and end user.
Supervised Technical Support team to increase efficiency through Standards for Configuration, Service procedures and Escalations increasing uptime to 99.7%.
Increased team retention and morale with setting individual goals and specialized training.

Confidential, North Chicago, IL.

Sr. Project Manager

Responsibilities:

Identified and implemented the processes and infrastructure required for the government agency to deliver highly efficient support.
Maximized End-User satisfaction by resolving customer issues and finding acceptable solutions.
Supervised Technical Support teams, saved client 80% over OEM.
Communicated monthly status reports to Business Leaders, Sponsors and End-User community.
Managed the Outsourced specialized team for the support of client deliverables.
Supported knowledge management and documentation of new products and assignment groups.
Developed new process and procedures to retain and train VA employees, direct reports and outsourced support.
Closely worked with security officer, CIO, finance, product specialist and medical director to align client goals with new security process’ and procedures for support.
Produced metrics reports that identified industry trends which supported decisions for new projects.