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Candidate's Name
PHONE NUMBER AVAILABLEEMAIL AVAILABLECareer SummaryProgressive leadership experiences have created a passion for IT Operations Management. Over 20 years, I have succeeded in transforming several IT Service Desk and IT Operations teams into highly productive and motivated teams. My main objective emphasis on customer service, cost savings, and low incidents.
Technical Skills AD Administration Citrix Administration Employee Mentoring and Management Microsoft Exchange Collaboration Tools Administration MS Teams, Webex, Slack, Zoom,
VOIP Administration PDQ Administration Microsoft Office/Microsoft 365 ITSM Tools ManageEngine,
FreshService, Zendesk, Service Now, SCSM, and Frontrange HEAT, TOPDESK ZOHO ADManager Apple Products (iPad, MAC, iPhone) Syxsense and Sentinel One Administration Purchasing/Budgeting SCCM Administration Microsoft WDS Imaging Atlassian Products Jira, Confluence Project Management JAMF Administration Service Desk Management Microsoft Windows/MACOS Microsoft Server NT to 2019 Vendor Management SaaS deployment and administration SSO Administration DUO, OKTA, CITRIX, Microsoft, LastPass, RSA Cloud Technology Microsoft/AWSCertifications ITIL v4 Foundations End of March 2024 Lean Six Sigma White BeltProfessional ExperienceBFG Supply Burton OHDesktop Support Manager (remote) 4/22 to 7/23 Successfully managed a team of 5 desktop support technicians, ensuring timely resolution of technical issues and meeting service level agreements. Overhauled the existing ticketing system, ManageEngine, resulting in a 70% increase in efficiency, implemented and updated KPI s for improved customer satisfaction.
Implemented a self-service portal for customers to submit incidents, check on ticket status and review documentation for common issues. Developed and implemented training programs for new hires, resulting in a 80% reduction in onboarding time and improved team performance. Responsible for creation/update of current SLA s, update of the CMDB, communication of our services to the business leaders and units Led the migration of the company's desktop infrastructure to Windows 10/11, ensuring minimal disruption to end-users and seamless transition. Collaborated with cross-functional teams to develop and implement IT policies and procedures, ensuring compliance with industry standards and best practices. Managed Service Desk Team of four engineers which include personal performance, scheduling, training, career development. Project Management
Setup and configuration of ZOHO AD Manager this included creation of Active Directory new user templates,
Clean up of Active Directory environment this included disabling of inactive accounts, removal of hardware, updating AD profiles. Service Desk Plus - worked on cleaning up their ITSM ticket environment which included update and closure of over 4500 open tickets, setup and deployment of ticket automation. Implementation of CSAT scores for internal resources.
Implementation of a new after-hours policy for internal employees. Verizon wireless overhaul Recently went through a cost-cutting exercise and went over 150 Verizon accounts and was able to reduce our number by 1/3 to reduce our monthly expenditures.
Implemented the Incident Management process and responsible for communications to the organization. Purchasing Worked with vendors on licensing, hardware purchasing and equipment
Performed other duties of Service Delivery Manager and Incident ManagerBankFinancial Burr Ridge, ILSenior Technical Services Manager (Contract) 6/21 to 4/22 Managed the migration of 18 financial branches from Windows 7 to Windows 10 Migration of current Cisco VOIP platform to Webex
Purchasing and vendor management Managed 100% of Service Requests, Incidents and Problems that come into the service desk. Managed and coordinated with engineers on urgent and complicated support issues. Escalation point for all Service Requests and Incidents. Develop an in-depth knowledge and understanding of SLA s Mange Level 1/3 support team for the platform solutions team Manage TopDesk Service Desk platform.
Reporting on SLA s, ticket trends, areas for improvement Rotating On call Engineer O365 AdministrationICF Next Chicago, ILService Desk Manager (Remote) 4/20 to 2/21 Managed 100% of Service Requests, Incidents and Problems that come into the service desk Managed and coordinated with engineers on urgent and complicated support issues. Escalation POC for all Service Requests and Incidents. Developed an in-depth knowledge and understanding of SLA s Mange Level 1 support team for the platform solutions team Manage FreshService Service Desk platform and coordinate move to Service Now. Reported on SLA s, ticket trends, areas for improvement. Rotating Incident ManagerInnerworkings Chicago, ILGlobal Service Desk Manager 3/18 to 3/20 Managed - Managed the day-to-day Global Service Desk tickets and projects as well as managed 15 full time service desk engineers globally supporting over 2500 users. The techs I managed are in various countries including Brazil, China, Prague, and US. Managed the migration of Exchange 2010 mailboxes to Office 365. Developed and updated of SLA s Reported on SLA s, Metrics and KPI s for senior IT management. Developed a new purchasing program for company equipment within IT Assisted in redesigning the Onboarding and Off boarding procedures.
Worked on pushing out a PC backup solution for our employees called Druva.
Project managed several office moves
JAMF Administrator Microsoft Teams migration Managed Zendesk Ticketing Platform Microsoft SCCM Administration Delegated tasks to employees based upon individual strengths and experience in service desk. Organized and updated schedules to optimize coverage for expected customer demands.
Connected with customers daily to understand their needs, aided and collect feedback to optimize operations.
Conducted job interviews, led employee performance evaluations with constructive feedback and rewarded performers.
Pitched in to complete various duties during peak periods or employee absences.Feeding America Chicago, ILService Desk Manager/Client Operations Manager 5/15 to 3/18 Managed - Managed the day-to-day IT Operations of Feeding America and managed four full time service desk engineers and one systems administrator supporting 200 food banks totaling over 10000 full/part-time employees. Participated in weekly sessions with our customers to report on the progress of project work, ticket status, and upcoming upgrades. Developed and updated SLA s amongst our customers as well as employees of Feeding America. Administered Microsoft System Center Service Manager (SCSM 2010/2016) and Microsoft System Center Configuration Manager (SCCM 2012/2016). This included assisting the design our imaging process and rolling out standardized images based on licensing requirements of our customers. Purchasing and budgeting Managed the budget for our local and remote offices. Also work with the food banks on quotes for PC/server/network equipment and software licensing. Project Management I have managed several projects which have included SCSM 2012 upgrade, Foodbank rollout, rebuild of current imaging process, a rebuild of our ticketing system SCSM environment to version 2016 which included building working queues, workflow of tickets that are generated by customers, reporting metrics, SLO s and updating of SLA s. During these rollouts, I was responsible for providing training sessions to our customers as well as our employees, migration from Mitel VOIP to Microsoft Teams for telephony and collaboration.
Managed the SCSM ITSM ticketing platform. Hired, trained and developed service department staff to drive performance.
Adhered to customer service standards to foster satisfaction and retention. Improved customer satisfaction ratings by listening to complaints and finding appropriate solutions to problems.
Created employee work schedules to keep shifts properly staffed.
Pitched in to complete various duties during peak periods or employee absences.KantarITP Lisle, ILIT Operations Manager for North America 5/08 to 4/15 Manage the day-to-day IT operations for the North American region. This includes working with regional office management to determine support and equipment needs, vendor management, site visits, and equipment replacement. Manage a support team consisting of Tier 1 to 3 technicians, supporting over 3 dozen offices and 3500+ users Service desk administration - Daily summaries of customer support incidents, incident metrics, asset management, training documentation and development of SOP s and SLA s Purchasing and budgeting - Responsible for ordering and purchasing new equipment, software solutions, and IT facilities. Working very closely with outside vendors on ordering, pricing and contracts. Project Management - several offices moves, software deployments such as Microsoft Office 2007, Windows XP SP3, and several proprietary applications. Currently managing migration to Windows 7 and Office 2012. Responsible for benchmark testing of desktop/laptop computers, testing of deployment methods, identifying machine specs (ram, drives, etc ) Member of the Global Desktop Committee - Responsible for determining the hardware and software standards for each region.
Adhere to recently implemented ITIL standards. Migration of 1st level support to offshore support team and work on daily outstanding support issues.
MilitaryUS Navy Intelligence Specialist 1989 to 1993EducationWestwood College
Bachelor of Science in Computer Network Management
Activities & AwardsCustomer Service Acknowledgements and employee quarterly awardsCurrent Post Commander of VFW Post 7452 in Montgomery, IL |
