Customer-Centric IT Support Operations
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Throughout my career, I have cultivated a customer-centric approach that places the end-user experience at the forefront of IT operations. My journey has seen me excel in roles where mentorship was essential, guiding teams to achieve their best while demonstrating expertise in incident tracking and resolution. My dedication to excellent communication has played a pivotal role in meeting and exceeding key performance indicators (KPIs) and service level agreements (SLAs).
I have extensive experience in asset and license management, meticulously overseeing procurement processes while managing budgets effectively. My foundation in ITIL principles has been instrumental in optimizing service delivery, both locally and through remote support, even on international scales.
Accomplished and tech-savvy professional with subject matter expertise in computer systems, networks, security, telecommunications, databases/storage systems, and service management.
Established performance-driven IT director with 20+ years of experience working for global IT companies. Instrumental in optimizing workforces, yielding cost savings, and increasing process efficiencies for large-scale enterprises through technology solutions architecture/deployment. Well-acquainted with cybersecurity, DataOps, IT risk management, budgeting, and HR.
Solid history of steering deployment of new/emerging technologies with next-generation tactics to position companies for growth, stability, and business continuity. Excel at optimizing IT infrastructure performance through process re-engineering and change management strategies. Solid background in directing cross-functional teams to achieve set objectives.
Create and execute an ambitious IT strategy aligned with company objectives and ensure ongoing alignment with executive leadership team. Act as IT project manager to facilitate completion of initiatives within budgetary constraints and timely manner. Establish standards and procedures to ensure consistency within technical team, including creating and maintaining technical documentation on internal infrastructure.
Drive evaluation, selection, implementation, and maintenance of information systems, ensuring appropriate investment in strategic and operational systems. Develop and maintain emergency plans to address equipment, power, and security failure and ensure preservation of operations, technology, and data. Execute contract in compliance with ITIL and Atos standards and policies.
Design, implement and lead 24/7 follow sun support model for all ITIL functions.
Oversaw all serviced desk operations for corporate and fulfillment center support, including teams in Seattle, Ohio, Reno, Pennsylvania, and Shenzhen. Standardized service desk support services between fulfillment centers and corporate offices, including security patching, deploying corporate imaging, and adhering to support service level agreements. Designed and executed program for supporting remote contractors in Philippines, Poland, and China, enabling process support tickets, grant/remove access, and establish MFA.
Audio/Video support and implementation across organization. Implemented JAMF as MDM solution for all Macs within organization, Microsoft MDT and Windows imaging for entire organization, and PDQ for remote software deployment, 3rd party patch management, and remote access for Support Engineers.
Implemented and supported Manage Engine’s service desk support ticket monitoring system. Ensured completion of all trouble tickets as per company’s SLA. Executed and supported WDS for all workstation imaging, ShoreTel/Avaya VOIP phone system, and ShoreTel enterprise contact center that managed agents and call flow.
Supported workstation antivirus via Vipre and workstation security patching via WSUS and GFI Languard. Oversaw all internal applications, such as MS Office 2013, great plains, ecometry, and adobe creative suite. Created and managed domain and exchange accounts through MS Active Directory and MS Exchange Server 2010.
Delivered remote support via Join.me and LogMeIn as well as administered all technology purchases. Executed wireless infrastructure via Motorola appliance and WAP’s and monitored support tickets and presented bi-monthly metrics to senior management team. Maintained data backup through VEEAM and Symantec BackupExec as well as HP network switches and VLANs and file/print shares and access.
Service Desk Manager at Fluent Communications, Seattle, WA (2004-2005)
Service Desk Manager at Tommy Bahama, Seattle, WA (2000-2004)
Lead Desktop Service Technician at eCharge Corporation, Seattle, WA (1998-2000)
Crew Chief Fire Fighter at US AirForce, Ft. Walton Beach, FL (1994-1998)
AA, Computer Networking
