SUMMARY

• As an IT professional with over 20 years of IT experience and 13 years of IT management experience, I have been recognized for the ability to lead special projects and manage IT Technical team.
• Save Confidential $567,000 a year with our Hardware Vendor (HP Contract) by negotiating a better leasing rates
• Save Confidential $70,000 a year with our Printer Contract (Ricoh) by negotiating a better leasing rates
• Negotiated and implemented partnerships with State of Georgia IT Vendors that saved Confidential between $25,000 and $50,000 on software and hardware equipment.
• Identified a potential security breach at our Confidential clinical offices which led to the development of an IT security plan that protected all ePHI by securing all data storage rooms, data on computer and cell phones, which in turn made the state agency HIPPAA complaint for their IT audit.

TECHNICAL SKILLS

Specialized Software: Kaseya, Go to Meeting; Microsoft Office 2010/2016, Office 0365 Cloud Solution, AppRiver’s CiperPost Pro Email Encrytion/Virus Software, McAfee Business Protection, Zscaler Virus Protection, Air Watch, InTune, Skype for Business

LDAP: Microsoft Active Directory, Microsoft Exchange 2010, Microsoft Azure

Hardware: Dell Desktop and Laptops, HP Desktop and Laptop, Ricoh Printer, Cannon Printers, IOS/Android DeviceOperating Systems Windows 2000/XP/Win 7; Windows 2003/2008 R2 Server Environment, AS/400

PROFESSIONAL EXPERIENCE

Confidential, Tucker GA

IT Manager of End User Support

Responsibilities:

• Manage the Infrastructure team for North America (NA) and responsible for the infrastructures at the Sandy Springs Georgia Global Headquarters and all North America locations including plants, distribution centers and sales offices.
• Maintains proper inventory levels of desktop equipment
• Manages procurement of hardware for local and region teams
• Plan and manage local and region budgets
• Responsible for implementation of CSM/Brill IT security polices & risk assessment
• Manages Desktop Technology Refresh for organization as a whole
• Adheres to global standardized policies and procedures guiding team’s efforts
• Coordinate ‘smart hands’ requirements in support of Infrastructure Projects and efforts
• Optimize user support to be seamless in all CSM/Brill location
• Fully understand and support the needs of the business in coordination with all Infrastructure Team efforts
• Provide Level 2 and Level 3 support on the Infrastructure scope including manufacturing & supply chain infrastructure
• Occasional travel to the other sites within North America to complete any necessary IT system work and end user support
• Provide reactive support to all end users by addressing assigned help desk incidents on Infrastructure related issues
• Single point of presence for infrastructure related vendor management, including meeting coordination and contract reviews
• Have excellent oral and written (English) communication skills including the use of customary business applications
• Strong management skills, experience in remote management, a ‘People Person’ committed to customer support
• Ability to manage activities and associates cross culturally in a matrix organization
• Work with staff to seeks for continuous education and quality improvement
• Ability to present ideas and solutions in user - friendly language to Senior Management
• Highly self-motivated and directed with a keen attention to detail.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Hands-on when necessary.
• Willing to travel local, regionally and globally
• Ability to manage associates in multiple time zones as well as globally
• Manage IT Infrastructure budget control for all areas
• Reduce the annual user downtime duration from one hour to 15 minutes
• Lead problem report-solution for all local, region and global staff
• Maintained Customer satisfaction for end user support team at high of 96%
• Engages with (senior-level) managers in all aspect of the business
• Escalation point of contact for end user domestically and globally
• Communication / interpersonal skills, capable of interacting with multiple levels of IT.
• Great understanding of Operating System Deployment- Tech Refresh
• Support Microsoft Office Suite 2013 & 2016,
• Support Office 365 in local, region and global environment
• Maintain software asset management (SAM) for local, region and Global Environment
• Support OneDrive back up data for local, region and Global Environment
• Support Cisco WebEx, Skype for Business, Go to Meeting for our end user community
• Support of all back office systems, VOIP phones, PC and end-user hardware, Mobile Device Management/MDM (Air Watch and InTune)
• Manage all Onboarding/Off boarding IT Technical equipment for employees (hired/terminated).
• Conduct performance reviews and develop improvement plans end user support staff.
• Establishes continuous process improvement cycles to review and enhance activities, roles, responsibilities, policies, procedures and supporting technology.
• Able to work with other IT project teams in order to get project from birth to completion
• Conduct Weekly IT management reports for Senior Management on the status of end user support team

Confidential, Atlanta, GA

IT Supervisor/Manager of Support Desk

Responsibilities:

• Manage the day to day functions of IT Help Desk specialists that support the State agency.
• Work closely with various departments, to ensure technologically sound and cost effective delivery of products and services.
• Manage a Technical IT helpdesk and Networking team providing leadership and guidance on responsiveness, communication and professionalism.
• Manage assigned Technician incidents.
• Support of all back office systems, VOIP phones, PC and end-user hardware, Mobile Device Management/MDM (Air Watch)
• Responsible for managing my team (interviewing, hiring, directing work, performance)
• Create IT policies and procedures for the agency.
• Responsible for career development of staff.
• Understanding of ITIL process for Change Management
• Plan and manage IT infrastructure projects.
• Maintained Customer satisfaction for support desk team at high of 97%
• Manage all Onboarding/Off boarding IT Technical equipment for employees (hired/terminated).
• Audit asset inventory and purchasing State of Georgia purchasing procurement division to reconcile IT deployed assets against IT purchases by asset class.
• Weekly /analysis to Senior Leadership for purposes of root cause problem analysis, suggested application fixes and problem metrics reporting.
• Process a working knowledge with various Microsoft solutions for the workplace, including but limited to: Active Directory, Exchange 2010 and Outlook, Office 2003/2007/2010/2013 and MS Office 365 Email solutions, advanced Windows OS troubleshooting techniques, and general PC hardware expertise.
• Manage support team performance both through the Performance Management System (PeopleSoft).
• Manage short and long range IT projects plus.
• Coordinate with the State agency’s Purchasing Division to manage all aspects of the IT vendor relationship
• Manage the approved IT budgets within the state agency,
• Knowledge of mobile operating environments including a variety of versions of iOS, Windows Mobile, Android, etc
• Perform other duties or projects as assigned by Director of Infrastructure.

Confidential, GA

IT Manager

Responsibilities:

• Manage day- to- day activities of 2 Desktop Support Specialists by handling break/fix issue in a medium sized non-profit organization
• Prioritize tickets while maintaining response and repair times within the IT Department’s SLA
• Lead and coordinate resolutions across Technology Services Departmental groups where multiple end-user associates have been impacted
• Handle incoming IT shipments and track IT assets/inventory using an asset/inventory management database
• Preserve assets by implementing disaster recovery, backup procedures, information security, and control structures.
• Hire, retain and develop internal IT staff as needed
• Plan, budget, and oversee all aspects of departmental projects in coordination with appropriate personnel over a 12 month timeframe
• Recommend IT strategies, draft policies and procedures by evaluating organizational outcomes, identifying problems, and evaluating trends
• Possess a “common sense" approach to business problem solving, while being careful to avoid over-engineering technology solutions
• Serve as an escalation point for technical service activities, including remote support for installed based solutions, interfaces, and upgrades of clinical information system solutions
• Manage support team performance both through the performance management process and also by providing regular coaching/feedback
• Provide ownership of all escalated IT issues while resolving all issues in a timely manner
• Manage and assist in maintaining all computer equipment, hardware, and software to ensure that information systems are used to maximize staff efficiencies
• Represent the organization in a positive, professional manner when working with both internal and external customers
• Support development of systems in an enterprise environment managed by Group Policy
• Provide Support for the organization’s Cloud-Based EHR (Electronic Health Record) application (Carelogic)
• Familiar with Health Insurance Portability and Accountability Act of 1996 (HIPPA) Privacy, Security and Breach Regulations laws
• Manage all aspects of new employees on boarding/termination process
• Test and improve the integrity and performance of various information networks and software applications to mitigate risks
• Provided support for clinical departments based on clinical applications

Confidential, GA

Lead IT Specialist

Responsibilities:

• Provided Tier 2 desktop support for hardware and software issues in house while maintaining IT support in Field Offices
• Supervised day- to- day activities of 3 Desktop Support Specialists and handled break/fix issue in a medium sized non-profit organization
• Ensured that the IT Support Team was proactive in executing support processes such as:answering, addressing, and completing support requests
• Configured/Built/Repaired and deployed desktops/laptops with Verizon air cards, as well as installed Cisco VPN client
• Provided leadership in critical issue resolutions during emergencies and all-hands-on-deck situations
• Maintained response and repair times within the IT Department’s SLA, while prioritizing tickets
• Installed and configured Local Area Windows servers 2008 R2(DC)/ Cisco Firewalls/and HP - Pro Curve Switches
• Imaged computers from Window XP to Windows 7 environment using Acronis solution and WDS
• Managed incoming IT shipments and tracked IT assets/inventory using Sys Aid IT asset/inventory management database
• Setup user profiles/file permissions/security group/password resets using Microsoft Active Directory
• Used Microsoft exchange server 2010 to create emails accounts/delete emails accounts/email administration
• Performed county-to-county backups using tape and external hard drives by using Dell AppAssure Backup Software
• Provided support for clinical departments based on clinical applications and configured WAP(WIFI Access Points)
• Supported development systems in an enterprise environment managed by Group Policy using Kaseya or Remotely (RDP)
• Led and coordinated resolutions across Technology Services Departmental groups where multiple end-user associates have been impacted
• Provided support for the organization’s Cloud-Based EHR (Electronic Health Record) application (Carelogic)
• Complied with Health Insurance Portability and Accountability Act of 1996 (HIPPA) Privacy, Security and Breach Regulations laws
• Provided telephone extension changes and additional voicemail configurations using the NEC system Interface
• Assessed training needs for Support Team s with respect to customer service skills and ongoing technical advancement

Confidential, Grayson, GA

IT Manager

Responsibilities:

• Troubleshoot desktop and connectivity problems
• Documented, maintained, upgraded and/or replaced hardware and software systems
• Supported and maintained user account information including rights, security, and systems groups
• Handled incoming IT shipments and track IT assets/inventory
• Prioritized tickets while maintaining response and repair times within the IT Department’s SLA
• Developed and implemented IT goals, plans and objectives that support the company's vision.
• Used Microsoft exchange server 2010 to create emails accounts/delete emails accounts/email administration
• Setup user profiles/file permissions/security group/password resets using Microsoft Active Directory
• Supervised internal IT staff; including performance management/reviews, training and development, and more
• Planned, budgeted, and oversaw all aspects of departmental projects in coordination with appropriate personnel
• Periodically reviewed and evaluated how current systems and applications were meeting the needs of the organization
• Managed all aspects of IT vendor relationships including customer care, issue resolution, and product/release management
• Supported and adhered to Company’s core values
• Tested and improved the integrity and performance of various information networks and software applications to mitigate risks
• Managed and assisted in maintaining all computer equipment, hardware, and software to ensure that information systems are used to maximize staff efficiencies
• Maintained an effective internal IT Help Desk that treats internal employees as customers, and train users in common desktop applications as needed
• Recommended IT strategies, policies, and procedures by evaluating the Company’s outcomes, identifying problems, and evaluating trends

Confidential, Atlanta, GA

IT Manager of End User Computing Support

Responsibilities:

• Administered assistance to students, classroom-led teachers, project managers, and departmental heads by providing Tier 3 E-learning support via remote technology, telephone, email, and instant chat to resolve their issue with any online courses
• Provided support for network and Internet connectivity while prioritizing trouble tickets
• Analyze the business requirements of all departments to determine their technology needs
• Installed and configured Local Area Network servers and related hardware and software
• Documented, maintained, upgraded or replaced hardware and software systems
• Performed administrative/technical support for students by configuring user’s profiles, and sending out surveys manually
• Used active directory to create user accounts and granted permission/security roles to educational resources
• Setup user profiles/file permissions/security group/password resets using Microsoft Active Directory