IT Manager Resume Example
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IT MANAGER
Summary
Intelligent IT Manager with a 10 year record of leadership experience in areas such as infrastructure development and management, application support and security optimization. Focused on satisfying customer needs through robust, innovative and forward-thinking solutions. Demonstrated success as an operational leader, articulate communicator and practiced influencer able to collaborate across functions to outline and achieve project targets. Skilled in building solid business solutions based on a range of methodologies and engineering principles. Complex problem-solver skilled in developing proposals, integrating technologies and managing projects.
Experience
10/2016 - CurrentCommunity Trust Bank - IT ManagerIrving , TX
- Produced status reports for customers and senior management.
- Devised implementation plans, including cost-benefit and ROI analyses.
- Updated project plans based on changing objectives, specifications and staff availability.
- Maintained close connection with project personnel to quickly identify and resolve problems.
- Completed thorough risk assessments and deployed management and response strategies to prevent roadblocks.
- Kept project teams on-task with proactive control of budgets, schedules and scopes.
- Supervised and trained team of 10, both onsite and remotely via internet and intranet, ensuring full staffing with trained and knowledgeable employees.
- Streamlined established processes by implementing client and employee feedback.
- Achieved client vision and objectives through effective strategy development and execution in coordination with management teams.
- Supported IT application development, application support, system integration and system administration projects
- Oversaw application implementation projects, including requirements analysis, milestone management and stakeholder relations.
- Delivered consistent and quality mentoring, training and onboarding for teams of contractors and staff members.
- Streamlined decision support reporting process by tailoring methodologies and meeting compliance requirements through implementation of SCRUM initiative.
- Managed implementation of application developments by collaborating with overseas technical teams.
08/2013 - 10/2016Horizon Health And Wellness - SR. PRODUCTION SUSTAINABILITY TEAM LEADPhoenix , AZ
- Led a team of 5 support representatives in a large customer contact center.
- Developed and managed third-tier resolution process to resolve issues originating from customer retention team.
- Developed strategies and service goals for a busy contact center.
- Established continuous improvement initiatives to achieve KPIs.
- Developed robust online knowledge base for support staff to reference when responding to requests for assistance.
- Drove customer satisfaction to 98%.
- Collaborated with support team to assist client stakeholders with emergent technical issues and develop effective solutions.
- Explained technology-related details in easy-to-understand terms to individuals from all walks of life and in various job positions.
- Created user documentation and manuals for use in training classes and onboarding sessions.
- Drafted technical documents, including whitepapers, user manuals, implementation documentation and support base entries.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Assisted in technical support process refinement to improve customer service and support.
- Consistently responded to customer service emails within standard window for optimal response.
10/2006 - 08/2013TimeLink International Corp. - PRODUCTION SUSTAINABILITY ANALYSTCity , STATE
- Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.
- Updated software versions with patches and new installations to close security loopholes and protect users.
- Delivered on-site technical support following CRM and Time and Attendence implementation and worked with managers to suggest product upgrades and changes.
- Diligently followed up with customers about existing tickets, informing on status and responding to questions.
- Provided on-site technical support after project implementation and recommended product changes and upgrades to product managers.
- Drafted technical documents, including whitepapers, user manuals, implementation documentation and support base entries.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Maintained calm, professional demeanor when faced with high demand, high volume workloads.
- Tested performance, functionality and security of network systems, individual workstations and peripheral devices.
- Processed average of 85 inbound and outbound technical support calls per day.
- Served as level-three support escalation point for 5-member distributed support staff.
- Mentored other technical engineers and support professionals to provide professional development and skill enhancement.
- Researched, documented and escalated support cases to higher levels of support when unable to resolve issues using available resources.
04/2001 - 10/2006Coler-Goldwater Specialty Care Hospital - Computer Support SpecialistCity , STATE
- Researched and maintained IT project and service documentation to assist future problem resolution.
- Facilitated system migration projects during off-hours to avoid outages and network bottlenecks.
- Resolved service requests by individually troubleshooting and addressing user issues.
- Maintained inventory of IT supplies by checking and documenting levels regularly.
- Oversaw hardware, software and networking component monitoring, testing and installation to assist maintenance and migration.
- Contacted manufacturers or vendors to resolve major hardware and software issues.
- Lent technical support, consulting and implementation services to maintain system performance thresholds.
- Researched, documented and escalated support cases to higher levels of support when unable to resolve issues using available resources.
- Updated software versions with patches and new installations to close security loopholes and protect users.
- Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
- Disassembled computer systems to troubleshoot and resolve hardware issues.
- Reviewed current hardware and software and recommended modifications to increase system speed.
- Configured new employee work stations, including all hardware, software and peripheral devices.
- Assisted end-users with software and hardware troubleshooting to determine causes of system malfunction.
Websites, Portfolios, Profiles
- www.linkedin.com/in/pravibnair
Skills
- Risk mitigation planning
- Team collaboration
- Documentation management
- Quality assurance
- Project coordination
- Agile work processes
- Team management
- Project organization
- Team building
- Supervision
- Process improvement
- Customer service
- Scope definition
- Security improvements
- Relationship development
- Planning and coordination
- Problem resolution
- Operational improvement
- Business operations
Education and Training
University of Central FloridaCity, StateSome College (No Degree): Cyber Security Defense Program
11/2019Scrum AllianceCityCertified Scrum Product Owner
02/2019Scrum AllianceCityCertified Scrum Master
DeVry UniversityCitySome College (No Degree): Computer Information Systems
06/1997Fair Lawn High SchoolCity, StateHigh School Diploma
Certifications
- Certified Scrum Master
- Certified Scrum Product Owner
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Resume Overview
School Attended
- University of Central Florida
- Scrum Alliance
- DeVry University
- Fair Lawn High School
Job Titles Held:
- IT Manager
- SR. PRODUCTION SUSTAINABILITY TEAM LEAD
- PRODUCTION SUSTAINABILITY ANALYST
- Computer Support Specialist
Degrees
- Some College (No Degree) : Cyber Security Defense Program
Certified Scrum Product Owner
Certified Scrum Master
Some College (No Degree) : Computer Information Systems
High School Diploma
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