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Director of Ideation | Innovations | Relationships AIT Service Desk Resume Example

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DIRECTOR OF IDEATION | INNOVATIONS | RELATIONSHIPS AIT SERVICE DESK
Summary

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
Company Name | City, StateDirector of Ideation | Innovations | Relationships AIT Service Desk08/2019 - Current
  • 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.
Company Name | City, StateSenior Manager08/2016 - 08/2019
  • 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.
Company Name | City, StateHelp Desk Manager01/2014 - 08/2016
  • 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.
Company Name | City, StateIT Operations Manager/Help Desk Manager08/2011 - 01/2014
  • 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.
ADDITIONAL CAREER HIGHLIGHTS

Director of Global Communications (Virtual) -Metropolitan Community Churches

Education and Training
Unity Minister Unity Urban Ministerial SchoolOrdained01/2019
ITIL Foundations & OSA International Technical Infrastructure Library01/2015
Trego InstituteKT Problem Solving & Analysis Kepner01/2015
Certified Trainer – Creating a Life That Matters Metropolitan Community Churches01/2008
University of PhoenixMA in Organizational Management01/2004
University of PhoenixBS in Business Management01/2001
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Resume Overview

School Attended

  • Unity Minister Unity Urban Ministerial School
  • Trego Institute
  • 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
    MA in Organizational Management
    BS in Business Management

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