Lead Resume Austin, TX - Hire IT People

SUMMARY:

High performing, innovative IT professional with more than 15 years experience in a large international company; ready to enhance the IT experience for staff and customers and improve the bottom line.
Over 20 years in IT programming, analysis, trouble shooting and business systems management, leading all aspects of a multi - state IT department for a large international investment company Increased revenue by 30% since 1999 by developing and deploying innovating cost saving strategies across the IT spectrum Lead IT technical support department serving a multi-state region and over 730 users Delivered industry recognized software education training for financial advisors and technical staff
Saved company nearly 700K annually by successfully deployed new IT infrastructure and performance strategies
Created a 40% increase in staff efficiency through implementation of enhanced IT service and support Experienced IT problem solving skills, attentive to detail and thorough in approach to enhancing company-wide customer satisfaction for a user group of over 730 across 5 states

PROFESSIONAL EXPERIENCE:

Lead

Confidential, Austin, TX

Responsibilities:

Manage team of 50+ agents.
Meet SLA’s and GOS.
Created and trained on processes for the Service Desk
Responsible for maintaining SOW and financial aspect of the contract.
Analyzing client contracts and requests by following the standard operating procedure to user access requests.
All aspects of technical customer service in an IT Environment (account creation/modification/ deletion; permission/access management).
Raising and coordinating Service Requests using the BMC Remedy.
Detail oriented and ability to follow process accurately.
Verification and validation of Access Management related Service Requests from the Security requirements perspective.
Administration of Active Directory accounts and groups, User profiles, access to applications and email accounts/mailboxes as required.
Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
Maintain and administer computer networks and related computing environments including computer hardware, systems software, applications software, and all configurations.
Configure, monitor, and maintain email applications or virus protection software.
Training others in using their tools and other job functions.
Assisted with the building of the KBA for the Service Desk and Live chat.
Training on how to use the BMC Remedy Work Orders/Incidents and the Knowledge Base tools.
Experience working with the users remotely.

Field Technology Consultant

Confidential, Austin, TX

Responsibilities:

Lead technologist for the Confidential, providing broad spectrum IT support to over 730 clients and computers
Research, develop and deploy innovative IT strategies, concepts, visions, and standards to maximize results and minimize costs
Implemented computer platform system within region resulting in a 30% decrease in technical assistance time and realizing a 275K - 300K savings annually since 2000 Implemented a lifecycle management system for all company technology saving the organization nearly 400K annually since 2002 Improved advisor productivity by 40% since 2003 by implementing region-wide Ethernet interface and creating a grab and go laptop program Responsible for break/fix, upgrades, MAC's, inventory, life cycle, AD Profile Changes, and asset control, and secure asset recycling Improved tech department efficiency and reduced costs by creating and implementing a triage system for repair issues creating a 66% decrease in tech repair tickets and realizing savings of 8K monthly Deliver Region-wide training to IT staff and financial advisors on Operating systems including O2 Warp and Windows, Client Database Systems, Sales tools and deliverables, Microsoft Office programs, Financial Advisory Service software, system maintenance, and online back-up systems

Regional Technical Support Specialist 9

Confidential, Austin, TX

Diagnosed and resolved hardware and software issues in Central Texas region
Provided IT technical assistance to companies served by Confidential
Developed and delivered IT training and diagnostic and resolution protocols for company technicians and IT staff

History at Confidential