SUMMARY:

Seeking a senior or leadership role in Information Technology. Six years in supervisory roles including recruiting, interviewing, hiring, scheduling, development and implementation of training, mentoring and corrective action planning. Eight years in an IT high - volume call environment meeting and strategizing for improvements in SLAs, reporting and analytics. Twenty years of experience in technical roles from help desk to systems administration, providing exceptional customer service and technical assistance.

SKILLS:

LeadershipTime Management

Customer ServiceBusiness Relations

Analytics & Reporting ADPSalesForceSuccessFactors

Training HaloAsset ManagementMS Office 95-2016, 365SOP/Documentation Veem Windows XP, 7, 8, 10Network Cabling

SLA StrategiesSolarWindsSpecOps DeployVMWare

Google AdminSCCMCitrix Meraki

Active DirectoryNovell Zenworks

Web FilteringService Now

Mentoring TroubleshootingCommunicationTeam Building

RELEVANT EMPLOYMENT HISTORY:

Lead IT Support Specialist

Confidential, Kansas City, KS

Responsibilities:

• Provide leadership and guidance to team members
• Provide first contact for employees throughout North America on shared Help Desk line
• Manage assets to laptops, iPhone and printers to ensure refresh rates were met by policy
• Manage desk side support in a manufacturing environment
• Manage print servers, guest wifi vouchers, maintaining/creating accounts in AD
• Utilize Halo locally hosted ticketing system
• Mange yearly desktop and laptop replacements for multiple sites

Lead Information Technology Support and Wireless Device Specialist

Confidential, Lenexa, KS

Responsibilities:

• Integral member of the service desk team, provide leadership and guidance
• Provide first contact for employees throughout North America on shared Help Desk line
• Manage assets to laptops, iPhone and printers to ensure refresh rates were met by policy
• Manage desk side support in a manufacturing environment
• Single point of contact for company iPhones to include ordering, invoicing, troubleshooting
• Manage print servers, guest wifi vouchers, maintaining accounts in AD
• Utilize Solar Winds locally hosted ticketing system
• Mange yearly desktop and laptop replacements for multiple sites

Information Technology and Wireless Device Specialist

Confidential, Lenexa, KS

Responsibilities:

• Provided first contact for employees throughout North America on shared Help Desk line.
• Managed assets to laptops, iPhone and printers to ensure refresh rates were met by policy
• Managed desk side support in a manufacturing environment
• Single point of contact for company iPhones to include ordering, invoicing, troubleshooting
• Managed print servers, guest wifi vouchers, maintaining accounts in AD
• Utilized Solar Winds locally hosted ticketing system
• Repaired Smartphone screens and digitizers
• Break fix on Personal Computers, tablets and printers
• Installed wireless printers
• Resolved Network connectivity issues
• Added company email to personal iPhones and Androids
• Built personal computers for gaming specifications
• Replace equipment as necessary, routers, printers, video cards, network cables

Assistant Project Manager, IT

Confidential, Overland Park, KS

Responsibilities:

• Provided first contact for customers within project scope for questions and issues
• Managed assets to include, laptops, and technicians to meet deadline on time and within budget
• Managed tickets for individuals to include software to install, asset assigned, password reset and shipping information
• Imaged Windows 7 and Windows 10 machines for new company acquisitions through SCCM
• Installed software outside the standard image
• Involved with the testing team to ensure client applications ran in our environment
• Worked 3 projects simultaneously

System Support Specialist

Confidential, Kansas City, MO

Responsibilities:

• Created training documentation for new hires
• Delivered training, usually remotely to faculty and staff of schools
• Troubleshooting for students and faculty to get hardware/software functioning on their devices
• Remote assistance for issues, installing software and more complex troubleshooting steps
• Managed Networked printer queues

Systems Administrator & Technician

Confidential, Weston, MO

Responsibilities:

• Created group policies for users and computers in Active Directory
• Administered web filtering through LightSpeed and Smoothwall
• Created images for 32 & 64 bit O/S in multi hardware atmosphere with SCCM & SpecOps Deploy
• Administered network including cabling, routers, switches and wireless radio access points in Cisco Meraki
• Utilized VMWare for creation and load balancing of virtual servers
• Google administration for applications in the education environment

Security Administration

Confidential, Kansas City, MO

Responsibilities:

• Authenticated callers to ensure access and passwords given to proper individual
• Reset passwords in 100s of applications
• Assisted users in filling out proper forms for access
• Upheld Privacy in accordance with SOX guidelines

Technical Support Desk Lead

Confidential, North Kansas City, MO

Responsibilities:

• Conducted and developed training materials for new hires
• Developed training material for vendor technicians for what they see in their machines
• Administered support of Point-of-Sale terminals in restaurants, fast service and micro market kiosks nationwide, including networking, software issues and reporting
• Analytics and reporting to ensure SLA adherence

IT Service Desk Supervisor

Confidential, Kansas City, MO

Responsibilities:

• Developed Standard Operating Procedures SOPs as a part of team
• Upheld privacy and confidentiality in accordance with HIPPA
• Provided opportunities for continued learning for employees
• Prepared and gave performance evaluations.
• Analytics and reporting to ensure SLA adherence
• Composed schedules for part-time and full-time workers for a 24/7 call center environment.
• Delegated and distributed workload for team.
• Supported Information Security for onsite and remote user accounts and Secure ID passcodes.
• Provided front line technical support, documenting calls and escalating as needed within Remedy ticketing system
• Follow up with clients to ensure issue resolution