More than 25 years in the Information Technology Industry with special skills in analyzing, optimizing, and supporting the multi-level technology needs of growing organizations. An adaptable, competent, detail-oriented team player and leader who achieves results and is eager to learn and share knowledge with peers.
Skills
Budget management
Budgets
Business operations
Change management
Hardware upgrades
Hardware
Continuous improvement
Counseling
Clients
Client
Customer satisfaction
Delivery
Documentation
Downstream
Driving
Financial
Human resources
ITIL
Knowledge Management
Team facilitation
Team building
Leadership
Managing
Works
Monitors
Negotiating
Enterprise
Operating system
Optimization
Organizational
Performance reviews
Personnel
Policies
Problem Solving
Processes
Quality
Service level agreements
Statistics
Teamwork
Trainer
Experience
Director of Ideation | Innovations | Relationships AIT Service Desk, 07/2019 to Current Apple Inc. – Albany, NY,
Champions service principles in business and IT processes through training, meeting and team facilitation, communication programs, and team building activities.
Ensures that IT services meet the highest quality standards.
Monitors and reports on improvement opportunities.
Foster a culture of operational excellence and continuous improvement across the global enterprise by providing a positive user experience and executing consistent levels of support always.
Analyzes best-in-class support processes, establishes customer satisfaction metrics, understands the interaction and relationship of business operations to IT operations.
Works with the business and service providers to define the proper metrics and KPIs in evaluating service delivery quality and performance levels.
Produces regular reports on service performance and achievement to stakeholders.
Organizes and maintains the service quality review process with the business and service providers.
Initiates any actions required to maintain or improve the overall quality of services delivered by the team.
Create and continually update the service level standards, processes, and procedures in support of improving our customer experience.
Works with the Executive Leadership Team to promote a culture of business-focused outcomes, consistently work closely with IT support staff and management team to lead resolution efforts of high and critical incidents.
Senior Manager, 07/2016 to 07/2019 Advent Software – San Francisco, CA,
Supervises team(s) and administers performance reviews and evaluations, staff counseling, etc., for assigned staff.
Accountable for documenting and maintaining departmental operational policies and procedures.
Accountable for managing contractors as part of squads in support of financial stewardship.
Responsible for budget management of the team in support of financial stewardship.
Leads all human resources responsibilities for the assigned staff of 81downline team members.
Promotes the continued education, training, and development of assigned staff.
Communicates appropriate corporate compliance standards and procedures for all employees.
May deliver work solutions and deliverables as part of the operational roadmap.
Responsible for overall employee engagement and professional development across multiple workgroups.
Provides leadership to direct and indirect reports.
Responsible for building operating and capital budgets, reviewing finances monthly, disclosing reasons for variances to leadership, driving efficiencies in the business, and achieving all financial goals.
Exhibits a high aptitude for understanding the flow of data across multiple critical systems throughout the organization.
Troubleshoots and analyzes data discrepancies causing downstream effects on dependent systems.
Help Desk Manager, 12/2013 to 07/2016 Adventist Health Systems – City, STATE,
Determine root cause of issues and communicate appropriately to internal and external customers.
Develop and maintain installation, operations, and configuration procedures.
Perform daily system monitoring, verifying the integrity and availability of all hardware and software.
Apply operating system updates, patches, and configuration changes.
Perform ongoing workstation performance tuning, hardware upgrades, and resource optimization as required.
Manage the creation/implementation/ upkeep of the Service Center Knowledge Management documentation, change management documentation, and systems configuration.
Develop and mature Service Desk processes to ensure free-flowing escalation and information within the organization.
IT Operations Manager/Help Desk Manager, 07/2011 to 12/2013 Rosen Hotels & Resorts – City, STATE,
Maintains the successful organization and managed the efficient handling of the daily client, guest, and corporate personnel technical incidents, support requests, and system problems by effectively leading a multifaceted support team of 26 personnel across a 24/7/365 operation.
Completed daily comprehensive reviews and analysis of interval-based data and statistics and formulated recommendations to improve service, support, training, and teamwork.
Responsible for the end-to-end service and support management of multiple lines of business to include guests, clients, fellow associates, and multiple levels of organizational management.
Designed and implemented effective support processes by facilitating and negotiating service level agreements across multiple organizational layers that brought about the successful execution of daily service excellence.
Education and Training
Ordained: , Expected in 01/2019 Unity Minister Unity Urban Ministerial School - , GPA:
ITIL Foundations & OSA International Technical Infrastructure Library: , Expected in 01/2015 - , GPA:
KT Problem Solving & Analysis Kepner: , Expected in 01/2015 Trego Institute - , GPA:
Certified Trainer – Creating a Life That Matters Metropolitan Community Churches: , Expected in 01/2008 - , GPA:
MA: Organizational Management, Expected in 01/2004 University of Phoenix - , GPA:
BS: Business Management, Expected in 01/2001 University of Phoenix - , GPA:
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School Attended
Unity Minister Unity Urban Ministerial School
Trego Institute
University of Phoenix
University of Phoenix
Job Titles Held:
Director of Ideation | Innovations | Relationships AIT Service Desk
Senior Manager
Help Desk Manager
IT Operations Manager/Help Desk Manager
Degrees
Ordained
ITIL Foundations & OSA International Technical Infrastructure Library
KT Problem Solving & Analysis Kepner
Certified Trainer – Creating a Life That Matters Metropolitan Community Churches
