IT Support Services Manager Resume San Antonio, Texas - Hire IT People

TECHNICAL SKILLS

Project Management: Analytical Thinking and Planning, People Management

MS Office Suite: Excel, Word, PowerPoint, Outlook

Managed MDMs: JAMF schools, Securly and Filewave

PROFESSIONAL EXPERIENCE

Confidential - San Antonio, Texas

IT Support Services Manager

Responsibilities:

Supervise IT Support Services staff and manages day to day workload and support of IT systems and services.
Assisted with the development of IT policies, procedures, and guidelines for the management of all aspects of IT systems and services, risk mitigation, business continuity, and operational support.
Oversee Tier 1 and Tier 2 technical support including the installation and troubleshooting of (client, cloud, and network based) software, technology related hardware and peripheral devices, new hardware deployment, device imaging and documentation.
Provided Tier 3 technical support including New Employee Onboarding, Event Equipment Support, Board Equipment Support, Device Standards, Internal/External Metrics, Communications and Training, IT Audit and Vendor Management and is the escalation point for technical problem resolution for the Sr. Technician and Technicians.
Developed working noledge of IT systems and services in order to provide support to internal customers with a strong focus on high quality customer service.
Reviewed and recommended technical solutions and potential improvements to resolve issues, prevent recurrence of problems, or improve reliability.
Served as lead for technology projects including asset audit, active directory migrations, school openings, laptop refreshes, device rollout.
Oversee asset management.
Assisted in the development of the IT Support Services operating budget.
Built a collaborative relationship with departments, faculty, school leaders, and other key stakeholders.

Confidential - San Antonio, Texas

IT Support Services Technician

Responsibilities:

Provided Tier 1 and Tier 2 desktop and remote technical support to teachers and staff by diagnosing, troubleshooting, and repairing issues with Windows, iOS, and Chrome OS computers & tablets and is the primary escalation point for the Technicians.
Diagnosed and supported other technology devices, including printers, projectors, cellular phones, and classroom technology equipment.
Installed and troubleshooted software, including client, cloud and network based applications.
Prepared and delivered new hardware to employees and classrooms, including imaging, configuration of desktop applications, asset tagging, and initial end-user training.
Utilized the ticketing system to receive, prioritize, and respond to support requests.
Meet department standards for tickets per day, total tickets resolved, average resolution time and customer satisfaction.
Assisted in improving IT services by reviewing documented policies, procedures and adding to the department noledge base.
Completed asset audit and maintained asset inventory.
Balanced local regional work with state support needs and provided cross regional support.
Worked with IT Support Services Manager to lead or Co-lead departmental projects.
Software and Systems Administration to support and manage departments key systems and software

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It Support Services Manager Resume

San Antonio, TexaS

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