Sr. IT Manager Resume Atlanta, GA - Hire IT People

SUMMARY

An innovative Information Technology (IT) leader with a proven track record of success building high - performing teams and leading them to create practical and reliable state-of-the-art business solutions in fast-paced, high-volume, mission-critical environments.
Demonstrated success in planning and implementing new initiatives and driving growth that scales to create positive business performance enhancement and financial results.

Areas of Expertise

PROFESSIONAL EXPERIENCE

Confidential

Sr. IT Manager

Responsibilities:

Deep dive in to the current CI (Configuration Item) and symptoms in ServiceNow.
Evaluating reduction of CI’s as well as automating redundant work.
Projected to reduce 30% of ticket volume.
Consolidate three different end user support teams into one universal team. Collapsing two ticket queues.
Provide cross training to all end user support staff.
Training includes virtual recorded sessions, team up with buddy, followed by daily 1 hour checking session to ask questions.
Create audit for managed external supplier when handling ISP (Internet Service Provider) issues.
Create knowledge articles with step-by-step instruction before transferring ticket to next team.
Monthly random tickets are selected, checked to ensure objectives are met and quality assurance complete.
Provide feedback and coaching on failed audits.

Confidential

IT Manager

Responsibilities:

Collaborated with systems, network, security, and software teams to streamline processes.
Create system audits process to ensure non-okta systems remove accounts for terminated staff.
Deep dive into critical systems to see if meets Okta standards for SSO (Single Sign On) via SAML2.0.
Work with IAM (Identity and Access Management) to request Okta tile for system.
Managed Projects to completion of 3000+ computer refresh for EOL (End of Life) devices.
WAH (Work from Home) project during pandemic of employees who need hardware, monitors, etc. Created documentation for setup.
Created process during pandemic on supporting and repairing break-fix systems for next day delivery and returns.

Confidential, Atlanta, GA

IT Manager

Responsibilities:

The following projects required project management skills to identify what’s in scope, what are the risk, initiate, plan, execute, monitor and control, and close the project.
Okta implementation for organization reducing account and application activation and deactivation by 90%.
Computer refreshes for Windows10 and MAC OS for end-of-life devices.
This slashed helpdesk tickets by 40%. Remedyforce implementation for out-of-date ticketing system.
Created documentation and knowledge articles for end user self-help and technical step by step.
Lead deep dives into business-critical systems to find gaps according to audit policies and automation opportunities.

Confidential, Atlanta, GA

IT Manager

Responsibilities:

Responsible for fiscal year planning, budgeting and forecasting of hardware, software, and system maintenance agreements.
Designed road maps of current IT capabilities and the projected future IT needs.