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Click here or scroll down to respond to this candidate Candidate's Name
EMAIL AVAILABLE | PHONE NUMBER AVAILABLE | Macungie, PA | LinkedInSUMMARYDynamic IT leader with 15+ years of experience managing technical teams and complex infrastructures. Proven expertise in ITIL/ITSM frameworks, Azure cloud technologies, and vendor management. Adept at leading teams, driving operational efficiency, and delivering technical solutions to enhance business outcomes. Seeking an IT Tech Support Manager role to apply leadership and technical proficiency in system administration, cloud management, and end-user support.PROFESSIONAL EXPERIENCECDW/Allentown School District Allentown, PAIT Desktop Support & Endpoint Computing Manager | Sep 2023 Apr 2024 | 20% Remote Led a technical support team, optimizing task management and workflow assignments to enhance operational efficiency. Administered ITIL/ITSM methodologies to streamline IT processes. Leads a team of IT professionals including talent acquisition, career development, and advancement. Accountable for the overall Lifecycle management of our PC supply chain processes, vendors, and technology. Establishes the overall budgetary requirements for the procurement of our End user Computing Assets, which include Personal computers and mobile devices. Managed vendor relationships with key software providers (Adobe, Microsoft, Google) and hardware partners (Lenovo, HP, Apple). Provided training and guidance to technical staff, enhancing their ability to support end-users across staff and student devices. Administered Azure Active Directory and served as Microsoft Office 365 Administrator. Oversaw inventory and equipment deployment, ensuring timely resolution of service tickets.HCL Tech/Pennsylvania Power & Light PennsylvaniaIT Support Manager | Dec 2021 Jul 2023 | 40% Remote Managed technical support for over 5,000 employees, leveraging cloud technologies like Azure, Intune, and Autopilot to streamline device management. Directed recruitment, training, and performance evaluations for IT staff, aligning team goals with organizational objectives. Collaborated across teams, including DevOps and Network Engineering, to deliver integrated IT solutions for complex issues. Communicated technical solutions to both technical and non-technical stakeholders. Administered Microsoft Office 365 for user accounts, permissions, and system updates.Forward Thinking Technology SolutionsDigital Imaging Manager | Feb 2021 Jun 2021 Managed digital imaging projects using Microsoft Autopilot and Intune, ensuring compliance with IT asset management protocols. Developed training programs for new hires, improving service desk performance and customer satisfaction. Administered Azure Active Directory, implemented MFA, and served as a Level 3 escalation point.Administration for Children Services/Q&A ResearchManager, Computer Engineering Team | Dec 2019 Jun 2020 Led a team responsible for maintaining and troubleshooting IT systems, optimizing system reliability. Prioritized support tickets and tracked key metrics to improve user issue resolution. Developed training programs tailored to individual team needs, enhancing staff skills and performance. Administered Microsoft Office 365, managing user setups and permissions.HealthfirstDesktop Support Team Lead | Jan 2019 Dec 2019 Led the successful migration of over 6,000 users to Windows 10, ensuring minimal downtime. Managed the deployment of Microsoft Office 365 and resolved user profile issues. Developed a training program for onboarding new hires, preparing 30-50 employees per session.Unisys/Omnicom Group, IncField Services Engineer | Jan 2017 Jan 2019 Performed Windows 7/10 OS deployment and imaging, ensuring seamless transitions for users. Provided technical support for Office 365, mobile devices, and executive leadership. Administered Microsoft Office 365 accounts, configurations, and permissions for end users. Supported over 1,500 users, ensuring business continuity through prompt IT issue resolution.United Nations/TGI Office AutomationSystem Engineer | Jan 2012 Dec 2015 Managed server and peripheral operations, maintaining high system availability. Led a support team for print solutions such as Papercut and Ricoh Global Scan. Administered Microsoft Office 365 for users and executives. Set up FTP servers, configured Dropbox, and ensured secure file transfers.System Engineer | Jan 2007 Apr 2012 Provided technical support for multifunction printers (MFPs) and print solutions. Collaborated with IT teams to maintain MFP infrastructure using ServiceNow.EDUCATIONDeVry College of New YorkBachelor's in Network & Communication ManagementNew York, NY Dec 2015CERTIFICATIONS CompTIA A+ Microsoft Azure AZ-900 Google Data AnalyticsTECHNICAL SKILLSTechnologies: Azure Active Directory, Microsoft Intune, Office 365, Windows Server, Virtual Desktop Infrastructure (VDI), Imaging Solutions, ITSM/ITILTools: ServiceNow, Jira, Autopilot, Papercut, Zoom, AWSSoft Skills: Leadership, Training, Vendor Management, Team Collaboration, Troubleshooting, Documentation |
