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Click here or scroll down to respond to this candidateCandidate's Name
AUSTIN, TX Street Address
Cell PHONE NUMBER AVAILABLEEMAIL AVAILABLEhttps://LINKEDIN LINK AVAILABLEIT SUPPORT MANAGEMENT PROFESSIONALExperienced technical, support, helpdesk and people manager who is realistic, grounded and practical, seen as someone who gets the job done. Thinks things through with highly developed management skills and a duty-bound work ethic. Brings logic, impersonal analysis, common sense and practical experience to the workplace. Likes to plan ahead, set goals and control the schedule. Highly observant of details, gifted at implementation and keeps things on track. Communication style is clear and direct and is fair and consistent when dealing with others. Well respected by co-workers, management, and customers.Dedicated to Customer and Technical Support. Provide the customer with a positive and enjoyable experience through premier services. Developed premier teams who received customer accolades.A dedicated leader who can get the best from his staff through mentoring, one on one coaching and relationship building. I set clear expectations for my teams and set requirements early to ensure everyone is on the same working level and understanding of needs for L1, L2 and Leads. Adept in staff development and training plan development ensuring staff have opportunities to be promoted.TECHNICAL EXPERIENCEManagement: Managed diverse teams including Windows, Network, Unix, Computer Operations, NOC, Account Management, HR Financial Support and Help Desk teams. Result were teams that provided premier service to internal and external customers exceeding Service Level Agreements. Coached staff on work ethics, policies, relationship building and applications, ensuring effectiveness of the team. Adept at communicating with internal staff, external stakeholders, senior leadership and vendors. Provided and evaluated analytics presenting to senior leadership.Held global-international responsibilities managing a team of server and network technicians in Canada.Practiced ITIL principles ensuring that changes were not disruptive to the company or external clients. Event and problem tracking skills. Champion of change, facilitating and driving the change process on a departmental level. Facilitated change control meetings and reviewed data with change reviewers and approvers to ensure changes are accepted and moved forward without incident. Ensured changes were posted for review.Ensured that change requests were correctly filled out for approval and updated with proper data upon completion or failure and backout steps were in place. Ensured my teams worked incidents and problems to completion detailing what was done to correct the issue. Identified repetitive problems identifying root cause.Trained in facilitation. Facilitated issues that were P1 and P2 affecting many customers. I utilized my skills to bridge technical resources and work to an expedient resolution getting tools of servers online meeting SLAs.Software: Microsoft Office current levels of (Exchange, Word, PowerPoint, and Excel). Supported SharePoint servers, access and site development. OS365 power user. Workday, Kronos, Peoplesoft, Adaptive and Insights. Active Directory, server disk space management. Provided support to proprietary software.Monitoring Tools and Ticket SystemsMaximoNetmonClarifyZendeskRemedy / EIQSalesforceHP Governance CenterControl-MIPSwitch / Moveit CentralServiceNowJiraSplunkPagerDutyZabbixScienceLogicRecommendationsValidation of recommendations can be found at Candidate's Name LinkedInMr. Ludwig provided superior leadership and passion while managing a team of tier 3 technicians that supported the top tier of LightEdge customers. I highly recommend him as a potential employee. Mr. Ludwig is well respected and seen as a role model due to his numerous years of management experience in technology.Mr. Ludwig is the epitome of honesty and integrity. He genuinely cares about his employees and has frequently gone out of his way to make sure they have the tools they need to succeed.Jason McGrann, Lightedge Solutions, Project and Disaster ManagementDudley is an exceptional manager and mentor who brings a wealth of experience and expertise to the IT field. His ability to navigate even the most challenging situations with professionalism, composure, and a problem-solving mindset is truly remarkable. He cultivates a supportive and collaborative work environment where employees feel valued, motivated, and empowered to thrive. Dudley's dedication to fostering a healthy workplace has directly contributed to the team's exceptional performance and success. His leadership style inspires loyalty, respect, and a commitment to excellence among his colleagues. I have the utmost confidence in Dudley's abilities and wholeheartedly recommend him as an invaluable asset to any organization.Yunchang Kwak, Enterprise Support Technician at LightEdge SolutionsDuring his tenure as the Manager of Enterprise Support under my supervision, Dudley demonstrated exceptional skills in empowering his team, fostering their professional growth, and enhancing their educational opportunities.Dudley is a great people leader, possessing a deep understanding of key performance indicators (KPIs) and the essential dynamics required to drive team success. His ability to work with metrics and translate them into actionable strategies is particularly noteworthy. He has a natural aptitude for creating a supportive and productive work environment, making him an invaluable asset to any organization.Brian Gibson, Director Support Operations, Lightedge SolutionsI had the privilege of reporting to Dudley for 2 and a half years. He is an outstanding manager and is directly responsible for the success my team enjoys today. His knowledge and experience have proven to be invaluable assets, Dudley knows how to get the best out of his people.Patrick Kupke, Technical Account Specialist, Lightedge Solutions.PROFESSIONAL EXPERIENCELightedge SolutionsManager Enterprise Support Group Austin, TX 6/1/2022 11/13/2023Lightedge Solutions, Inc. is a managed services company specializing in cloud services. LightEdge has been the leader in compliant cloud and colocation services delivered locally with 24/7 support from real people. With a compliance certification record second to none and the most scalable, redundant, and secure network in the U.S.HighlightsProvided superior leadership to team and companyBuild action plans to ensure proper actions are being taken for customers.Managed a team (4 team members) of tier 2/3 engineers who supported external customers.Managed a premier support team who provided white glove treatment to high priority customersHired and developed staff for the Enterprise Support Group.Champion of training for the Enterprise Support Group.Developed KPI metrics for the Enterprise Support Group and represented these metrics to sr leadership.Worked with external customers, understanding their needs and building critical relationships.Wholefoods MarketTeam Leader/Manager Global Support Austin, TX 12/2018 12/2021WholeFoods Market, Inc. is an American multinational supermarket chain headquartered in Austin, Texas, which sells products free from hydrogenated fats and artificial colors, flavors, and preservatives. A USDA Certified Organic grocer in the United States, the chain is popularly known for its organic selections. IT supports over 550 plus stores nationwide and internationally.HighlightsManaged a team (7 team members) of tier1/2 system analysts who supported payroll functions using Kronos and Workday integrations and configurations, and a team of (7) financial system support analysts who ensured automated journals are updated successfully using Peoplesoft integrations.Hired and developed staff. Managed (4) tier1 analysts who coordinated ticket resolutions and performed other activities in Peoplesoft and other applications. (Application access, Active Directory and account builds. Run department compliance activities and quarterly audits.Ensured compliance with SOX requirements related to completing quarterly access reviews, department audits to monitor controls and provided feedback and completed managerial company audits on applications and controls for Wholefoods and Amazon.Produced department KPI metrics identifying trends. Built out spreadsheet data using pivot tables to highlight KPI data. Developed ServiceNow dashboards to highlight monthly and quarterly KPIs.Performed monthly metric presentations to senior leadership.FiservManager Computer Operations Austin, TX 06/2017 09/2018Fiserv is a global fintech and payments company with solutions for banking, global commerce, merchant acquiring, billing and payments, and point-of-sale.HighlightsInterfaced with directors, VP and CIO. Managed and trained team of tier 2 operators. Developed a premier team of individual team members.Communicated with external vendors capturing CSAT scores.Ensure policy compliance and company met SLAs.Managed team related to technical bridge calls, change and incident management, situation management, and problem solving related to IT issues.Forcepoint, LLC Austin, Texas Jan 2016 Aug 2016Mission Critical Support Manager Technical SupportManaged 12 Technical Account Managers, ensuring SLA and service requirements meet customer needs and standards. Held regional responsibilities that included central and east coast accounts.HighlightsAchieved and developed a larger customer base by working with Enterprise Sales Account managers to retain and increase customer sales. This provided a stable account environment and increased department revenue.Ensured CSAT (customer satisfaction) Averages were above company standards and hitting levels identified by the company. CSAT concerns were quickly addressed with customers to ensure customer happiness.Coached Technical Account Managers on being successful and provided direction to ensure their success.Created QBR reports for Sr level management.Hired and developed and trained staff.Slashed payroll/benefits administration costs 30% by minimizing the burden of unnecessary overtime expenses in Canada.Compucom Systems Dallas, Texas, July 2014 Jan 2016Systems Integration Manager/NOC ManagerHighlightsManaged a team of Tier 1 and Tier 2 and Lead NOC/SOC Technicians.Ensured customer success by developing superior network techs.Developed KPI for tracking incident closures per individual technician.Held global responsibilities managing a team of server and network technicians in Canada.Practiced ITIL principles ensuring that changes were not disruptive to the company or external clients.Ensured that changes were correctly filled out for approval and updated with proper data upon completion or failure and backout steps were in place.Ensured my teams worked incidents and problems to completion detailing what was done to correct the issue.Identified repetitive problems identifying root cause.Developed Key Performance Indicators tracking technician incident closures, touches and customer contacts.Managed a total of 62 Tier 1/2 NOC Analysts and Lead technicians in Dallas, Texas and Ontario, Canada.Ensured customer satisfaction was maximized and SLAs were achieved.Cleaned up and synchronized policies domestically and internationally ensuring alignment met corporate policies.Ensured staffing levels were appropriate to ensure SLAs were met.Communicated job expectations to staff, planned, monitored and appraised results of staff activities.Provided in-house desktop support/management for the NOC.Championed and trained staff on change in the NOC.Ensured changes were properly updated with details and closed if successful or marked as failed if not successful.EDUCATIONWharton County Jr CollegeAssociates of Applied Sciences |
