CAREER SUMMARY: A hands-on and results oriented Information Technology professional with over 10 years of successful Infrastructure projects and help desk management. Combining valuable customer service skills with an agile technical mind to bring value to a business by enhancing IT efficiencies all while maintaining quality.
IT Business Relationship Manager01/2012
to 07/2013 United Technology Corporation - Goodrich
Create and supported client retention strategies for existing customer base.
Client-focused relationship manager, dedicated to exceeding client expectations, maintaining strong, fruitful working relationships with customers to gain their trust and respect.
Strengthened working relationships with clients, utilizing excellent communication techniques.
Participated in the annual budgeting and planning process for the IT department.
Translated business goals, feature concepts and customer needs into prioritized requirements for the end users.
Gathered detailed use cases and requirements through regular on-site visits, virtual meetings and customer advisory board sessions.
Led bi-weekly project planning meetings to develop team strategies and define project goals for IT Outsourcing project.
IT Infrastructure / Project Manager 01/2004
to 01/2012 United Technology Corporation - Goodrich
Spearheaded transition from outdated organization-wide and departmental technologies to highly functional, streamlined, and cost-effective client-server technologies and business solutions that have dramatically improved efficiency, decreased expenses, and optimized data integrity.
Decreased inventory, application pricing, and licensing expenses by ensuring standardization for applications, PC desktops, hardware assets, and networking systems within the organization.
Ensured Service Level Agreement meet on time delivery of 99.8% or better for the IT organization.
Effectively led a team of 8 information technology professionals in the execution of trouble ticket completion, hardware/software maintenance and the day to day operations of all local IT functions.
Acting Application Manager for ERP business system / Analysts before the implementation of SAP in 2008 across the division.
Managed the daily IT operations for the Goodrich Landing Gear sites (Tennessee, Florida, Seattle, Ohio)
Oversaw all IT purchasing and an operating budget of approximately 10 million dollars.
Developed and evolved the consumer-facing, multi-channel roadmap for desktop, mobile and mobile web applications.
Maintained and monitored the server room, the wireless network and other server infrastructure.
Created innovative and intuitive product features such as VOIP technology with the Avaya Phone System.
Tested and implemented new technology-based global projects such as Video Conferencing, Microsoft Windows Upgrades and Windows and network upgrades.
Implemented innovative programs to increase employee loyalty and reduce turnover.
Developed and rolled out new IT policies and procedures.
to 01/2004 United Technology Corporation - Goodrich – Independence,
Provided technical support for the production division of the manufacturing facilities Developed and installed operating systems for HPUNIX systems.
Responsible for the repair and maintenance of printers, monitors, scanners and hardware.
Provided assistance at the in-house help desk providing technical support for remote sites.
Supported and maintained all network file system (NFS) mounts for HPUNIX system.
Configured all servers and workstations to system requirements.
Monitored network traffic and adjust system parameters to increase system performance.
to 01/1999 United Technology Corporation - Goodrich
Performed diagnostics and troubleshooting of system issues, documented help desk tickets resolutions, and maintained equipment inventory for LAN.
Provide computer help desk support and technical training on hardware/software to users.
Documented Help Desk tickets/resolutions and provide overall assistance in daily administrator tasks for the systems and LAN.