INFORMATION TECHNOLOGY DEPARTMENT MANAGER

System Administration / Desktop Engineering Project Management

Over 13 years of experience in IT Service Management Service Now / Service Manager SCSM / KBox , and technical operations. Strong background in team development, strategic plans, functional policies, processes and procedures with attention to detail. Proven success with communications skills to develop collaborative efforts with all business levels. Highly personable and self motivated professional with the versatility to work among diverse groups for effective solutions to complex problems. Accustomed to fast-pace environments.

PROFESSIONAL EXPERIENCE

Technical Operation Manager / Service Delivery Manager

Confidential

Technical Operations Manager providing managerial oversight with Corporate IT operations at 3 remote offices located in 2 states. Manage a budget of 3.2 M annually with 6 direct reports. Responsible for system continuity and maximum uptime across the enterprise. Successfully and continually met deliverables defined in the SLA consisting of 7 services, 40 servers, 1800 users. Very accomplished for fully executing sound management actions with IT department personnel including hiring, training, performance appraisal and career development functions. Actively track reports and oversee daily support of desktops, thin clients, servers, hardware, software, email and VoIP systems.. Responsible for reviewing and advising on system oriented tasks to include DTE : engineering, security, testing, integration, transitioning, deployment, operations, sustainment, and CSI by using ITIL V3 methodology.

• Responsible for the analysis, procurement, design, installation, implementation, and maintenance of various ITSM systems to include: Service Now, Service Manager Microsoft , and Kbox. All of these systems were implemented using the ITIL V3 methodology.
• Defined the Service Level Operating Level Agreements to ensure high customer satisfaction. Audited our effectiveness by use of various evaluation instruments, and analyzed the results for identification and implementation of service improvements.
• Achieved 300K annual costs savings by re-engineering the IT support development to reduce redundancy, rework, and to increase Service Levels
• Manage corporate software deployment and patching via Kbox, WSUS, and SCCM 2012.
• Maintained a 24X7 on-call support team.
• Manage the daily activities and accomplishments of the Tier 1 and 2 service desk and system administration teams, to include ticket prioritization escalation plans , timely resolutions, monitoring, reporting, training and professional development of my staff.
• As part of asset software management actions an accurate and current accounting and documentation process was instituted for real-time reporting on desktops, laptops, servers, associated hardware and software.
• Performed corporate software licensing analysis / metering via various tools SCCM, Kbox . This periodic analysis allowed Corporate IT to function efficiently without software licensing shortages or excesses. Results of the analysis allowed for proper asset licensing management throughout the software lifecycle. Collaborated with the Chief Information Office CIO for acquisition of various software packages to include: Microsoft Enterprise, Cisco, Uniflow, Netwrix, MyFax, eCopy, BlackBerry, Camtasia, Adobe Pro, Scriplogic, ServiceNow, Kbox, Sharefile, and VMware.

Confidential

Intersections Inc. Virginia

• Troubleshooting and diagnosing software, hardware and connectivity related issues
• Installing software via silent/interactive installs via WSUS, SMS, and manually.
• Imaging workstations using Ghost and Bart PE for Dell and HP PCs and Laptops
• Administer PGP encryption software and RSA token key configurations for VPN use
• Actively engaged in the resolution of open work orders and following up with requestors
• Working with Network and Systems Engineering on escalated issues

Web Support Supervisor

Confidential

• With a team of 15 direct reports, the WS team was able to handle an average of 7,500 trouble tickets that came in via our call center and email. The first call resolution rate was 95 with less than 5 escalated to engineering via our track-it ticketing system.
• Managed web services daily operations for testing, troubleshooting, resolving, and documenting web and server issues
• Provided day to day support, coaching, and feedback to my team
• Administered 90 day and annual performance appraisals
• Involved with the improvement of our client's sites content and interface
• Responsible for tracking, maintaining and reporting service level, web mail, and call volumes to upper management.
• Provided statistical analysis and recommendations to management staff

Technical Supervisor Contractor

Confidential

• Managed all operations of imaging and coding projects for a designated contract
• Wrote procedures recorded productivity, assured quality of initial and final product
• Trained and developed employees, administered employee appraisals, set team goals, enforced company policies
• Conducted project analysis, created presentations, provided internal and external customer satisfaction
• Ensured backup plans for 0 loss of data on hardware failure
• Maintained logs and documentation in order to maintain ISO 9001-2000 compliant

Front End Manager

Confidential

• Responsible for effectively managing over 200 employees throughout the front end of the store
• Accountable for performance results, employee development, continuous improvement, compliance retention, and customer satisfaction

Administrative / Operation Manager

Confidential

• Responsible for managing and administering HR functions of the company
• Accountable for all bookkeeping functions
• Ultimately responsible for the following areas: Purchasing, Shipping, Receiving, Inventory, and warehousing
• Responsible for optimal performance of the LAN, servers, individual workstations, and contract/software renewals
• Accountable for implementation of ISO 9001 - 2000 system

Technical Support Representative

Confidential

• Provided technical day to day support, trained system users and clients using various software, and installed and configured user stations
• Analyzed programming requests, investigated possible errors and consulted with programmers in order to resolve issues
• Built and maintained databases in Access for clients and in house use purposes, converted files from dBase, excel, and access into ASCII fixed field or workable using data junction.

Personnel Clerk / Aerial Gunner

Confidential

• Maintained total force system database of over 800 field service records
• Performed clerical and administrative duties, including verifying information contained in the unit diary feedback reports.
• Completed personnel actions, including enlistment extensions, re-enlistment, separations, and personnel pay

TECHNICAL EXPERTISE

• Operating Systems Installation and configuration of Microsoft systems - Windows 8 - NT 4.0, Workstation administration, security and system fault tolerance.
• Client/Server Installation and configuration of Exchange 2003 and 2007, Software and hardware installation and configuration, system administration AD and security implementation, LAN optimization and troubleshooting, disaster prevention and recovery, data communication issues with hubs, bridges, routers, servers and network interface cards.
• Software Microsoft office Suite 2013, 2010, 2007, 2003, 2000 VMware, SharePoint, Visio MS Project QuickBooks Pro Lotus 123 Adobe PhotoShop Symantec Anti-virus Norton Ghost Live meeting Remote desktop and assistance.
• Hardware Intel Based PCs and compatibles: Digital, Dell, HP, Toshiba, and Compaq: Intel based notebooks: Dell latitude and Inspiron , Toshiba, IBM, Asus, and Compaq.
• Telephony / Video Cisco VOIP / Call manager / Unity /BlackBerry / VTC / Tandberg / Arkadin / Lync
• ITSM Installation and configuration of various ITSM systems to include: KBOX 1000 2000, ServiceNow, Microsoft Systems Center Service Manager