it manager resume example with 6+ years of experience

Jessica Claire
  • , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
  • Home: (555) 432-1000
  • Cell:
  • :

Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.

  • Team Collaboration
  • Training & Development
  • Relationship Building
  • Organizational Skills
  • Conflict Resolution
  • Active Listening
  • Customer Service
  • Team Management
  • Employee Development
  • Staff Training
  • Information Confidentiality
  • Performance Evaluations
  • Team Building
  • Friendly, Positive Attitude
  • Supervision & Leadership
  • People Skills
  • Problem Resolution
  • Policy Development
  • Budget Management
  • Leading Team Meetings
IT Manager, 06/2022 to 03/2023
Front AppSan Francisco, CA,
  • Oversee all IT operations from Incident reporting to account and device provisioning
  • Developed a Robust ticketing system (Jira Service Management) and deployed to the entire internal staff to submit IT related issues and questions
  • Google Workspace, Confluence, Jira Software, Slack, Various Applications
  • Developed departmental goals and standards in line with supporting organization's mission and strategic vision.
  • Resolved complex and escalated support issues.
  • Worked to condense the license utilization within the company of shared software services resulting in cost savings for the company
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Created Asset Management system to track all company issued devices and maintained
  • Strategized long-term business needs and applied customer feedback for process improvements.
  • Provided ongoing training to maintain productivity and effectiveness of staff.
IT Service Desk Manager, 10/2019 to 06/2022
Chg HealthcareDraper, UT,
  • Oversee the IT Helpdesk specialist team (5) to ensure that service levels are achieved while providing an effective client/customer experience
  • Lead/develop staff applying the performance management process, ongoing mentoring, and career discussions while ensuring an understanding of all critical policies & requirements
  • Manage the support of all technology issues and initiatives, overseeing a high volume of clients/customers
  • Monitor and evaluate team performance with a focus on results and work effectively with HR to initiate corrective or disciplinary actions as appropriate
  • Manage the IT budget & coordinate software releases to the office
  • Provide regular reporting and metrics for upper management & serve as a backup to the VP of IT when required
  • Motivated and supported employees to maintain low turnover.
  • Monitored employee performance through key metrics analysis.
  • Maintain equipment inventory within compliance with established firm standards and policies
  • Act as a main point of contact during customer escalations and provide communication cadences to senior leadership
  • Prioritized and delegated daily work tasks to meet anticipated project goals.
  • Upheld team productivity and quality objectives by setting and maintaining clear benchmarks for service.
IT Support Lead Engineer/Manager, 04/2017 to 10/2019
Iron MountainAlbany, NY,
  • Lead a team of Helpdesk technicians (4) to provide Tier 1/2 support while recognizing inefficiencies and driving process improvement to enhance the productivity
  • Trained new employees on support processes, procedures and knowledge base.
  • Maintained Budget and purchased all IT equipment for company via (CDW, Dell, Amazon, Apple)
  • Provided technical support and network and system administration support to more than 400 users for identity and access management, email accounts, and system security
  • Created users accounts via O365, Azure Active Directory, Microsoft Exchange, ConnectWise
  • Created SOP and Knowledge base articles of related issues that occurred
  • Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
  • CMMC, NIST 800-171 Trained and Knowledgeable
  • Identified needs and coordinated resource allocation to deliver quality standards on time and within budget.
  • Developed and implemented system lifecycle methodologies to produce systems of high quality.
Cyber Security Engineer, 04/2016 to 04/2017
Braxton Grant TechnologiesCity, STATE,
  • Assisted with design and implementation of cybersecurity solutions and procedures
  • Planned, implemented, and configured new cybersecurity and technology solutions from Symantec to include Symantec SSL Visibility and Proxy appliances
  • Troubleshot and provided solutions to address network and server performance issues
  • Supported engineering team with implementing key internal and customer-facing projects
  • Maintained service level agreements with end users & managed ticket escalation issues
  • Trained Symantec customers on products such as Symantec Proxy, Content Analysis, and Malware Analysis appliances
  • Coordinated specific work tasks with other departments to ensure operational effectiveness
  • Conducted routine hardware/software audits of workstations to ensure compliance with established standards, policies, and configuration guidelines.
Education and Training
Comptia Network Plus License: , Expected in 01/2018 to - ,
Comptia Security Plus License: , Expected in 01/2018 to - ,
BS: Information Systems, Expected in 03/2016 to ITT Technical Institute - Hanover, Maryland

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Resume Overview

School Attended

  • ITT Technical Institute

Job Titles Held:

  • IT Manager
  • IT Service Desk Manager
  • IT Support Lead Engineer/Manager
  • Cyber Security Engineer


  • Comptia Network Plus License
  • Comptia Security Plus License
  • BS

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