Seasoned IT Management with more than 20 years of Management and Technical experience in a diverse Aerospace Company. Improved Team Development skills and Business support processes. Reduced Budget requirements for my team. Ensure a highly efficient ITS End User support structure in an Enterprise environment with ~15,000 users. Support of all end user hardware and software, Infrastructure systems, Servers and Networking support. Have a track record of achieving results in IT Workspace Management and Technical support challenges. Veteran Support Manager with excellent communication and organizational abilities. Intelligent leader diligent in optimizing policies and procedures. Specializing in ITS problem solving by utilizing a pragmatic and flexible approach. Quality-focused Support Manager prepared to leverage 20+ years of experience in new role with room for advancement. Background includes successful management of Client Technology Support. Enthusiastic about improving quality and effectiveness of services.
- Microsoft Server (4 years)
- Windows Operating Systems (10+ years)
- Secret Clearance (1 year)
- Supervising experience
- Disaster Recovery
- LAN
- DNS
- VoIP
- Help Desk
- DHCP
- TCP/IP
- Network Support
- VPN
- Mobile Devices
- Military Service
- May 2004
- CompTIA A+
- January 2000
- CompTIA Network+
- A+, Laptops, Network Engineering, Telephone
- Active directory, Leadership Skills, Network Support, Phones
- Backup, Leadership, Network, Employee development
- Budget, Leadership Development, Office Management, Troubleshoot
- Budgeting, Managing, Operating System, Troubleshooting
- Hardware, Meetings, Operations Management, Upgrades
- Excellent, All Microsoft, Organizational, Vendor Management
- Customer service, Access, Organizational Skills, VoIP
- Customer Service, MCP, Personnel, VPN
- Desktops, Excel, Pick
- DHCP, MS Exchange, Policies
- Disaster Recovery, Office Suite, Printers
- DNS, Microsoft Office, Processes
- Help Desk, Office, Strategic
- Hiring, Outlook, Supervising
- Information, Windows Operating Systems, System Administration
- Security, Windows, TCP/IP
- Inventory Control, 2000, Desktop Support
- IT Management, Enterprise, Technical Support
- ITIL, Network Administration, Tech Support
- LAN, Network Management, Telecom
- Teamwork
- Product and Service Information
- Operation Monitoring
- Repairing
- Security Planning
- Infrastructure Planning
- Microsoft Exchange Server
- Virtual Private Networking (VPN) Software
- Adobe Systems Adobe Flash
- Help Desk Software
- Desktop Support (10+ years)
- IT Management (10+ years)
- System Administration (10+ years)
- Comptia A+ (10+ years)
- CompTIA Network+ (10+ years)
- Network Administration (10+ years)
- Network Management (10+ years)
- Microsoft Office (10+ years)
- Budgeting (5 years)
- Customer Service (10+ years)
- Hiring (8 years)
- Inventory Control (4 years)
- Leadership Development (3 years)
- IT Service Management (10+ years)
- Office Management (7 years)
- Operations Management (8 years)
- Vendor Management (10+ years)
- Windows (10+ years)
- ServiceNow (2 years)
- Active directory (10+ years)
- Tech Support (10+ years)
- Customer Service (10+ years)
- Organizational Skills (10+ years)
- Excel (10+ years)
- Outlook (10+ years)
- MS Exchange (1 year)
- ITIL (4 years)
- IT Management (10+ years)
- Network Engineering (4 years)
- Military Experience (Less than 1 year)
Joliet, IL, 11/2005 - Current
- Manage an IT Team of 14 Techs in a large Enterprise environment.
- Responsible for hiring, training and employee development.
- Ensure my team stayed within budgetary requirements.
- Produce and track requested metrics.
- Participate in meetings with senior leadership to discuss concerns and needs.
- Work with employees and vendors to ensure their projects are on budget and completed satisfactorily and on time.
- Perform new Server builds, patching, upgrades and troubleshooting.
- Review resource requirements including personnel, software, hardware and facilities.
- PC system hardware, strong understanding of Windows operating systems, experience with all Microsoft Office Products as well as troubleshooting experience and understanding of MS Exchange.
- Manages subordinate staff in day-to-day and projects to review their performance of their jobs.
- Thorough knowledge of department processes.
- Implement and coordinate systems, policies and procedures.
- Ensure security of data, network access and backup systems.
- Act in alignment with user needs and system functionality to contribute to organizational policy Identify problematic areas and implement strategic solutions in time.
- Preserve assets, information security and control structures.
- Evaluated employee job performance and motivated staff to improve productivity.
- Maximized coverage during key hours by preparing effective schedules.
- Improved team performance by devising successful training methods and programs.
- Evaluated trends by tracking and modeling key metrics.
- Assessed and increased quality of service by monitoring employee and customer interactions.
- Evaluated local area network (LAN) and wide area network (WAN) performance data to verify availability and speed, identifying network problems.
- Imaged OS and software deployments throughout system and addressed any implementation concerns.
- Updated and reconfigured existing and new computers with current software and operating systems.
- Troubleshot and resolved issues with peripheral devices such as printers and copiers for end users.
- Installed and repaired network cables, including fiber optic cables, Ethernet cables and other networking cabling and conduits.
- Received and prioritized support requests to maximize resource utilization.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Recognized by management for providing exceptional customer service.
- Motivated and encouraged team members to communicate more openly and constructively with each other.
- Performed site evaluations, customer surveys and team audits.
Fitchburg, MA, 10/2004 - 10/2006
- Supported a variety of different customers with all hardware, software, printing and Telecom needs.
- Travel to different customers sites to troubleshoot desktops, laptops, specialized equipment and software.
- Windows Server builds, patches and troubleshooting.
City, STATE, 10/1998 - 10/2004
- Support over 100 users with all troubleshooting needs, new hire builds and relocations.
- Install and troubleshoot Operating System, Office Suite and OMD software.
- Assist with Printers, mobile devices and desk phones.
- Summary of Technical Skills 1.
- Tertiary duties include development of organizational network documentation including hardware inventories, software inventories, licensing compliance documentation, and policies and procedures guidelines for technology utilization.
- 2.
- Responsible for computer system diagnosis and repair.
- 3.
- Ensured computer equipment, hardware, software, and desktop environments updated and in compliance to meet organizational needs.
- 4.
- Collaboration with remote field offices staffs for support.
- 5.
- Support, monitor, test and troubleshoot hardware and software problems in order to ensure maximum up-time of windows servers, desktops, and laptops.
- 6.
- Propose and install new software releases, system upgrades and security patches.
- 7.
- Gather, analyze and correct performance related issues.
- 8.
- Plan and perform appropriate procedures, documentation and inventory assessment.
- 9.
- Responsible for managing team of 16 PC Support Technicians.
- 10.
- Assist in Disaster Recovery / Business Continuity Planning.
- 11 Cleared.
- I have a Secret Clearance. Willing to relocate: Anywhere, Authorized to work in the US for any employer
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Resume Overview
School Attended
- Douglas Byrd High School
Job Titles Held:
- Client Technology Support Supervisor
- Desktop Support Engineer
- Desktop Support Technician
Degrees
- High school diploma
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