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it director resume example with 7 years of experience

Jessica
Claire
resumesample@example.com
(555) 432-1000,
, , 100 Montgomery St. 10th Floor
:
Summary

Energetic results driven Manager/Senior support engineer with over 12+ years of experience in IT enterprise environment. Highly motivated, proactive, well organized professional that is able to multi-task in a fast paced environment. Ability to represent oneself and the company to vendors, partners and volunteers in a professional and respectful manner. Proven to manage delivery of complex multi disciplinary projects within agreed time and budget constraints. Demonstrated ability to be a team player and willingness to lend a hand with any project while working with users and Head office directorates as well as internal clients to deliver satisfaction of IT projects. Exemplary customer service along with finding a lasting solution to IT related issues for clients and end users. Outstanding interpersonal skills & communication abilities. Exceptionally Fast Learner. Analytical & Critical Thinker. Customer Service Expert. Directing and motivating the project team as appropriate. Unbreakable Commitment to a greater cause. Forward-thinking Manager with comprehensive experience implementing new processes and managing and planning innovations. Bringing outstanding problem-solving and abilities paired with in-depth knowledge of policies and procedures. Polished in evaluating employee performance and overseeing key projects.

Skills

SOFTWARE • Microsoft Office Suites, Office 365, System Center Configuration Manager 2007-2012, Hyper-V Server 2012 R2, VNC and Windows Remote Desktops, SysAid helpdesk ticketing system, Faronics Deep Freeze Computer Management, Netscan IP Public & Private IP Addresses scanning, Shoretel IP Phone Director, Active Directory & Group Policy.

OPERATING SYSTEMS • Microsoft Windows, MacOS
HARDWARE • Dell, HP, Mac Desktops/Laptops. Mac, Android tablets & mobile phones (iOS, Android. Shoretel Onsite IP phones.

NETWORKING • DHCP, TCP/IP, Static IP: Home & Work networking. File & Print sharing. VPN connectivity. Implemented Telecommunications closet wire scheme, organization, & documentation. Server Rack Configurations.
PROFESSIONALISM • Proven Excellent Customer Service Skills. Exceptionally Fast Learner. Analytical & Critical Thinker. Customer Service Expert. Directing and motivating the project team as appropriate. Directing & motivating team as appropriate. Unbreakable Commitment to a greater cause.

Education and Training
New Horizons Computer Learning Center Denver, CO Expected in 09/2019 Microsoft Sharepoint Administrator/Site Owner : - GPA :
LeaderQuest IT Technical Institute Denver, CO Expected in 01/2017 A+ Certification: Comp TIA 901/902 : - GPA :
University of Hawaii Honolulu, HI, Expected in 06/2008 Bachelor of Science : Computer Science - GPA :
Experience
Hdis - IT Director
Ormond Beach, FL, 07/2021 - Current
  • Serve as the first escalation point for entire dept
  • Serve as lead IT Escalation for staff/affiliates and projects
  • Partnered with staff to create professional development plans to support personal and business growth.
  • Manage department systems, hardware inventory, infrastructure policies.
  • Facilitate development of team member skills through training, mentoring, and shadowing.
  • Conducted inventory counts by assessing current state of inventory integrity against target accuracy levels and tracking variances.
  • Collaborated with staff to maximize customer satisfaction, streamline procedures, and improve bottom-line profitability.
  • Analyzed financial data, developed budget and managed expenditures for technology services.
  • Collaborated with and mentored technology staff, promoting synergetic partnerships, credibility and teamwork.
  • Cultivated and maintained relationships to promote positive work culture.
  • Met with stakeholders to address issues and implement solutions.
  • Became interim IT director of technology entire dept after just 9 months of familiarity within environment, systems, & expectations.
Apex Systems - IT Manager Of Operations
Windsor, CT, 04/2019 - 07/2021
  • Managed, troubleshot, backed up and restored data, operating systems, files, documents and drivers to provide comprehensive systems management and support.
  • Supervised, monitored and collaborated with resort staff and management team on all systems-related issues pertaining to the operation of the PMS and POS
  • Managed day-to-day storage equipment administration to promote optimal system asset application.
  • Operate and administer Microsoft Office 365, VMware, SharePoint, POS systems and hardware, VoIP, Active Directory, SaaS, web technologies, DNS and web hosting
  • Configure, test, document, install and troubleshoot network equipment including routers, firewalls, VPNs, and Ethernet switches
  • Provide technical support for both hardware and software issues our users encounter
  • Represented the company in all job training seminars, classes, conventions and personal enrichment opportunities as identified by officers and top management
  • Manage the configuration and operation of client-based computer operating systems
  • Troubleshoot issues and outages
  • Develop expertise to train staff on new technologies
  • Walked customers through common phone hardware and software configurations to maximize service functionality.
Draftkings - IT Service Desk Analyst
Las Vegas, NV, 01/2021 - 06/2021
  • Routed, tracked and managed client's service desk tickets from inception to close and documented issues and results
  • Resolved issues on initial calls using internal knowledge base, troubleshooting skills, experience and team resources
  • Analyzed, prioritized, researched and solved IT problems to achieve complete resolution for customers with minimal productivity loss
  • Answered queries by telephone or self-service ticket to support internal and outside computer hardware, software, network, application access and telecommunications systems
  • Documented solutions and troubleshooting steps concisely in ticketing system and alerted other team members of new service solutions
  • Delivered basic support and troubleshooting such as password resets, printer configurations and break/fix instructions
  • Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis
  • Assisted in technical support process refinement to improve customer service and support.
ARAPAHOE LIBRARY DISTRICT - Desktop Support Manager
City, STATE, 05/2016 - 04/2019
  • Escalation point for team members who provide level 1 & level 2 support
  • Provided level 3 support to end users physically and/or via remote software
  • Ensured that the LAN & Wireless networks are always operational for all 9 branches and available to staff & patron users not including maintenance periods
  • Troubleshoot Cisco & HP Routing protocols and Switch Configurations for both Public & Private Networks throughout District
  • Created and Administered Active Directory accounts, Security groups, and Distribution list
  • Supported and configured Shoretel IP Phone, Communicator, & Director systems
  • Imaged & Configured static IP addresses, TCP / IP settings, and DHCP and DNS servers for all Patron/Staff facing Dell/Mac desktops & laptops
  • Supported & Monitored all Windows and Mac end users ticket flow using SysAid Help Desk software
  • 24 X 7 on call support technician with a bi-weekly rotation for entire district
  • Awarded 3 “Impressions” awards within 1 month from various supervisors & staff members regarding excellent customer service along with finding a lasting solution to IT related issues for them
  • Personally train & familiarize new hires onto team with environment, software's, & systems
Activities and Honors

• Awarded 7 “Impressions” awards from Arapahoe Library District from various supervisors & staff members regarding excellent customer service along with finding a lasting solution to IT related issues for them.

• Received Summit Utilities “Summit Peak Award” Feb 2015 for highest customer service rating score.

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Resume Overview

School Attended

  • New Horizons Computer Learning Center
  • LeaderQuest IT Technical Institute
  • University of Hawaii

Job Titles Held:

  • IT Director
  • IT Manager Of Operations
  • IT Service Desk Analyst
  • Desktop Support Manager

Degrees

  • Microsoft Sharepoint Administrator/Site Owner
  • A+ Certification: Comp TIA 901/902
  • Bachelor of Science

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