Interim Support Services Manager Resume Example
Enthusiastic IT Manager with a proven success in leadership, operational excellence and organizational development with keen understanding of customer experience within the Information Technology industry. Recognized for inspiring team members to excel and encouraging creative work environments. Eager to contribute to team success through hard work, attention to detail and excellent organizational Skills.
- Multi-Factor Authentication for Staff and Faculty
- Created marketing pamphlets and business cards for IT Services
- Modified and streamlined new student orientation process for photo IDs
- Upgraded to ServiceNow as the new ticketing management system
- Maintained and updated computer lab inventory in VeraLab
- Endpoint vulnerability mitigation
- Maintain Helpdesk staffing during peak times and normal hours
- Maintain up-to-date website for IT Support Services and services areas
- Update and maintain Knowledge Base articles in ServiceNow
- Acquired Deputy for scheduling all ITS student assistants
- Identified and assigned professional development training for team members
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California State University - Bakersfield - City, State
California State Polytechnic University, Pomona - City, State
• Service Aware Recognition from CSU Bakersfield– 5 years of service (2019)
• ITIL Foundation Certificate (2017)
• Certificate of Appreciation from CSU Bakersfield Housing (2015)
• Kaiser National Help Desk Team Star (2005)
• Commendation of Service from Board of Trustees (2003)
• Certificate of Appreciation on behalf of Multi-Cultural Council (MCC) for Directing MCC Culture Show (2002)
• Award and State Seal from Governor Gray Davis (2001)
• Congratulatory recognition letters from: Gov. Gray Davis, Senator Bob Margrett, Secretary of State Bob Jones, and Assemblyman Dennis Mountjoy (2001 – 2002)
University Of Arkansas – Bentonville , AR
- Conducted training and change management processes to improve operations
- Supervised and led employees to high performance levels in cross-functional matrix management structure
- Maintained regular contact with clients and identified opportunities to deliver added value to client relationships
- Offered data-driven recommendations aligned with overall company strategies and prioritized process improvement initiatives
- Followed up with clients to ensure optimal customer satisfaction following support engagement and problem resolution
Caci International Inc. – Omaha , NE
- Collaborated with vendors to locate replacement components and resolve advanced problems
- Executed various techniques, including Verlab and BigFix to maintain endpoint clients on a regular basis, keeping most clients fully operational during peak periods
- Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team
- Broke down and evaluated user problems using test scripts, personal expertise and probing questions
- Demonstrated professionalism and courtesy with customers while working to resolve complaints, problems or respond to questions
Churchill Downs Incorporated – Lexington , KY
- Led internal product training for Remedy (former ticket management system) and BigFix to train support team on supporting faculty, staff, and students
- Built and provided basic end-user troubleshooting and desktop support on Windows and Apple systems
- Identified and solved technical issues using variety of diagnostic tools including MyCSUB, Blackboard, FirstClass, and MeetingMaker
- Served as Subject Matter Expert on McAfee Encryption and Kroll Data Recovery, functioning as primary escalation point for most related issues
Brown Armstrong Accountancy Corporation – City , STATE
- Monitored systems in operation and input commands to troubleshoot areas on various accounting platforms
- Provided solutions to operations issues for users via phone, email, web teleconference, and in-person
- Communicate with vendors regularly regarding new hardware and providing support for existing equipment and relaying information to MIS Committee
- Setup a fully functional, reliable, and up-to-date inventory database to link employees with specific equipment for tracking and accountability
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Resume Overview
School Attended
- California State University - Bakersfield
- California State Polytechnic University, Pomona
Job Titles Held:
- Interim Support Services Manager
- Computer Lab Manager
- Help Desk Supervisor
- IT Technician
Degrees
- Master of Business : Public Administration , Expected in 05/2021
Bachelor of Science : Computer Information Systems , 06/2004
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