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A Talented and Accomplished Hands-on IT Manager with a Background in IT Service Desk Infrastructure & Operations Management, IT Asset Management, and Project Management10+ years of experience managing/overseeingIT Service Desk20+ years of experience working on IT service deskProvides hands on technical support to a broad rangeof functionsExperience leading/managing IT projects and rolling out various technologies on an enterprise basisWorking knowledge of computer systems, security, network and systems administration, databases and data storage systems, and video conferencing systemsStrong critical thinking and decision-making skillsProject management skills and an ability to prioritizeFirm grasp on IT infrastructure and operations best practicesMultitasking ability to oversee several projects and reach milestones on timeAdept at remote and on-site supportHighly experienced in MSP environmentsExpert in PC installation and configurationExcellent verbal/written communication skillsPROFESSIONAL EXPERIENCEManager IT Service Desk 3/2021 Present Brooks Rehabilitation Hospital - Jacksonville, FLManages a Helpdesk of 26 analysts to ensure appropriate levels of service are kept and to be point of escalation from the HelpdeskPartners with network group to ensure LAN/WAN is in full operationLeads IT projects, including the design and deployment of new IT systems and servicesOversees the performance of information technology systems and make recommendations for improving the IT infrastructureHelps define IT infrastructure strategy, architecture, and processesSupports the development of IT policies and processesAssesses vendors and develop test strategies for new hardware and softwareTroubleshoot hardware and software issues related to internal ITHas accountability for the performance and results of multiple teams within own area of specializationAdapts departmental plans and priorities to address resource and operational challengesProvides technical and subject matter guidance to employees, colleagues and customersDirects decisions and problem solving requiring the application of subject matter expertise and a firm understanding of the organization's policies and proceduresDevelops and executes strategic internal and external communication plansCollaborates with senior leadership to develop executive-level communications, presentations, and materials that promote the mission and strategic goals of the organizationLead communication-related projects, collaborate with customers across the enterprise to develop business cases, and lead technology change management team, working with senior level clinical, operational, and administrative executives, managers, and analysts to ensure system changes are coordinated between impacted groups and communicated to the organizationFacilitates Change Advisory Group meetings, working to ensure appropriate representation from clinical and operational leadership, efficient use of time, and a clear understanding of the impacts of proposed changes and assist IS leadership in the capital and operational budget process for Information ServiceManager IT Service Infrastructure & Operations 9/2019 2/2021 Flowers Foods & Subsidiaries - Thomasville, GAServes as Manager - IT Service to provide services to Flowers Foods Production, Supply Distribution and Transportation DivisionsManages 22 analysts in support of the second largest bakery in the US serving 85% of the US population with 49 locations, a 24/7/365 service desk serving 9,700+ nationwide employees and 200+ international contractors with a 20,000+ monthly ticket volumeMonitors key metrics in ServiceNow SLAs and KPIs to include service availability, mean time to resolve, first call resolution rate, SLA breach rate, customer satisfaction, cost per contact and net promoter scoreDesignated IT Asset Manager (ITAM) provides an accurate account of technology asset lifecycle costs and risks to maximize the business value of technology strategy, architecture, funding, contractual, sourcing decisions and vendor managementLeads the enhancement and support of daily operations for IT applications and systemsLeads the support and daily operations of Infrastructure components such as Network, in-facility compute/data centers and provisions appropriate hardware and software solutions to end-usersManages subject-matter expert resources to ensure stable and secure availability in their areas of accountabilityManages incident resolution and focuses on continuous improvementCoordinates with internal and external providers to manage service delivery and service-level agreementsIdentifies opportunities for automation and process improvementDesigns and implements plans to scale IT Operations to support projected business growthBuilds repeatable process playbooks to continue to launch new distribution centers and production facilitiesProvides and manages IT Services Catalog to serve the businessDesigns the device management strategy and manages devicesManages various vendors to provide in-field technology and end user computingPerforms root cause analysis for incidents and problemsUnderstands business needs and engages with IT to translate needs to technical requirementsBenchmarks business process capabilities and cross-process integrationMastered data setup and configuration in key enterprise systemsSupports documentation and management of proposed, new, and existing configurations and integrationsManaged the following implementation projects acrossFlowers Foods IT Service Infrastructure & OperationsServiceNow IT service management (ITSM) toolITIL framework and processesWindows 10 deploymentITAM module within ServiceNowPrivileged Account Management (PAM)SharePoint web-based collaborative platformGEP SMART unified procurement software platformSAP Concur travel and expense managementGranite VoIP cloud-based phone systemSightline process control over-line inspection systemManager - IT/Technical Team Lead 1/2019 7/2019iVenture Solutions (MSP) Jacksonville, FLManagement: Provides guidance to 10 analysts to ensure IT services are provided to 35 clients in line with iVenture expectations, including communicating job expectations, coaching, counseling, performance appraisals, and enforcing policies and proceduresLeadership: identifies and develops talent within the team, provide opportunities for learning and growthTechnical escalations: real-time prioritization and direction for the team, hands-on technical assistance, and scheduling/resource management to ensure client needs are met efficientlyCustomer service: ensure the team is delivering exceptional service at all times, this includes working face to face with clients through client meetings, new client onboarding and day to day service deliveryResponsible for monitoring key metrics to include team member utilization, support ticket SLAs, project budgets estimated vs. actual, customer retention and customer efficiency (effective rate)Prioritization and team scheduling: continually monitors the team work load and client needs; proactively identify potential problems, set daily/weekly schedules, timelines and service accordingly; scheduling /resource management to ensure client needs are met efficientlyReviews performance metrics, time sheets and ticket health of team membersManages various vendors to provide in-field technology and/or end user computingPerforms root cause analysis for incidents and problemsUnderstands business needs and engages with IT to translate needs to technical requirementsSupports documentation and management of proposed, new, and existing configurations and integrationsProject management: manage IT projects ranging from 1 day to 3 months in length, including scoping, scheduling, communication and milestone reporting, resource allocations and budgetCollaborates with the Account Manager and vCIO for client health meetings, opportunity identification and project scope developmentManager - IT Service Desk 12/2017 11/2018GenRx Pharmacy - Orlando, FLManaged a team of 12 service desk analysts utilizing the ITIL framework and provides hands-on support of the global ServiceNow ticketing system for a group of nationwide specialty pharmacy call centersLead the day-to-day operations of a 24/7/365 help desk supporting 2,500 end users with a 2,500+ monthly ticket volumeEnsured the timely response to all service desk support calls and system-generated alertsCoordinated support team escalations and alert communications during major incidentsEscalation point for level 3 desktop and network infrastructure supportMonitored key performance indicators (KPIs) for all major processes with technical operations to identify opportunities for improvement and drive actionable itemsProvided performance reports to managementManaged and maintains service management toolCreated and ensured adherence to business rules, standard operating procedures (SOPs) and operational metricsManaged and improved the IT knowledge baseIdentified, researched, and resolved complex technical problemsDocumented, tracked, and monitored problems to ensure resolution in a timely mannerEnsured that all support requests are well documented in the IT ticketing system from the creation of the ticket to the successful resolutionPerformed scheduling for the service desk to ensure coverage during normal business hours and on-call support as requiredWorked with IT support team resources to ensure proper processes are created and followed to inform, track and support end usersCommunicated with end users, team members and management regularly during all aspects of help desk operations and ongoing technical issuesCreated and managed reports to upper-level management about all aspects of IT technical management including SLAsMonitored and manages support solutions and problem management provided by the team to end users for efficiency, accuracy and completenessMentored and developed team growth by identifying areas for improvement and pathways to advancementSupervisor - IT Service Desk 12/2014 12/2017Vista IT Solutions (MSP) Kroger Specialty Pharmacy - Orlando, FLManaged 6 service desk analysts utilizing the ITIL framework in support of the global ServiceNow ticketing system for all incoming incidents and service requests for a group of nationwide specialty pharmacy call centersSupervised the day-to-day operations of a 24/7/365 help desk serving 1,600 end users with a 2,000+ monthly ticket volumeMonitored activities and work across team to ensure timely, effective and efficient response to business issues and needs across the organizationBalanced workload and manage schedules to meet demand and service level agreementsEvaluated performance and provided counseling, cross training and coaching to team members. Identified needs and helped build development plan to improve capabilitiesInterviewed, selected, recommended hire, trained and assigned team membersProvided supplemental support to frontline Help Desk team as neededLead communication & coordination efforts across different dimensions of the teamDeveloped approach to improve collaboration of Help Desk across all locations; maintain close coordination and learn in conjunction with other IT teams; maintain close communication with rest of business operationsReviewed documentation on a routine basis to ensure accuracy. Reviewed and approved recommended documentationWorked closely with management team to ensure appropriate coverage and documentation for go-lives and other projectsMonitored ticket queues to ensure efficiency, incident resolution, and end user satisfactionResponsible for problem management process within the IT departmentContinually advanced the tier 1, 2 and 3 support structure by working with departmental management on recurring issuesNetwork Technician 9/2012 12/2014C3 Cloud Computing Concepts (MSP) Delray Beach, FLResponsible for providing remote and on-site support to a wide array of industriesInstalled, configured and supported virtual machines, thin clients, PCs, laptops, printers, servers, storage area networks and switchesManaged Active Directory domains, including both server and workstation placementResponsible for deployment tools at both server and workstation levelsSupervised patching operations for all Microsoft OS, and other applicationsInstalled and implemented all aspects of Point of Sale (POS) Devices such as bar code scanner, scale, credit card reader, receipt and label printers, etc.In charge of virtual machine administration on VMware platformProvided first line user and desktop support; identify, diagnose, and resolve issues promptly and effectivelyUtilized and Managed VMware software to aide in business continuity and disaster recoveryHuman Resources Information Systems Analyst Honorable Discharge 2/2001- 2/2009 United States Army Fort Bliss, TXSupervised a team of 8 HRIS analystsManaged HR and Finance systems for 220 soldiersProvided support of HRIS systems including, but not limited to, performing thorough problem analysis, recreating, researching, testing and resolving issues; recommend solutions or alternate methods to meet requirements and result in resolutionResponsible for HR system configuration including modules updates, business process/workflow setup, modification and securityAnalyzed data flows for process improvement opportunitiesServed as the technical point of contact for assigned functional areas of these HR Systems and assist where and when possible to unassigned areasSupported the design, coordination, testing and delivery of HR Metrics, data summaries and other reporting solutions for use in business planning, analysis and forecastingTECHNICAL SKILLSCertifications: ITIL, CompTIA Network+, CompTIA A+, VMware VCA-Cloud, VCA-WM, VSPOperating Systems: Windows 98/NT/2000/ME/XP/Vista/7/8.1/10, Macintosh OS, Ubuntu, Kali Linux, Unix/DOSNetworking: LAN/WAN, TCP/IP, Ethernet (10/100/1000), T1/T3, ISDN, DNS, DSL, registry configuration, web browser installation and configuration, network supportSoftware/Tools: ServiceNow, ConnectWise, Zenddesk, Remedy, AutoTask, HEAT, Sailpoint, VMware vSphere, Active Directory, Okta, Azure, PowerShell, Exchange, Skype for Business, Teams, Access, Citrix Management Console, SAP Solution Manager, Concur, SQL, Kronos, Kaseya, Oracle, Okta, Rehab Optima, eClinicalWorks, Meditech, Connex via Citrix, TheraOffice, Office (including OWA), Backline, ImageNow, Perceptive, Homecare Homebase, PointClickCare (and Point of Care), RingCentral, Cisco (Mobility and Anyconnect), Medbridge, Office 365 Administration Center, ShoreTel Director, VOIP, Mitel, MiCollab, MiVoice Business, Zendesk, Avaya, Imaging, Ghost, PRTG Network Monitor, SolarWinds, Orion, Veeam, Zerto, Salesforce, Kronos, Excel, PowerPoint, Access, Project, Navia, Clarity, PPM, Automate, PCData, Blackline, Remote Desktop Protocol, VPN, TeamViewer, Wireshark, Adobe Photoshop and PDF Converter, HRIS, PS Query, CPR+ by Mediware, EPS by PDX, Inc., Anti-virus software, mobile device management (MDM), iOS, iPhone, iPad, Android and all other mobile device support, video conferencing and print software. HIPAA complianceHardware: PC/Server assembly and repair, wireless access points WAP, routers, switches, hubs, point of sale POS, peripherals, mobile devices, printers, scanners, conference room and AV equipmentEDUCATIONBachelor of Business Administration, International Business & Trade Graduated 2010Florida Atlantic University - Boca Raton. FLAutoCAD1.purchase orders2.acquisitions3.TV4.instrumentation5.strategic |
