Experienced Manager with background in IT, project management and technical support. Successful at driving financial and productivity results with strong leadership skills. Extensive work with Executives, Business Units, and Vendors. Adept at developing customer relationships looking for an opportunity to bring exceptional team building skills to a management position in a vibrant customer service department.
Key Skills
Communication Skills
Project Management
Leadership
Hard-worker
Patient and diligent
Staff development
Calm under pressure
Exceptional telephone etiquette
Team Leadership
Interpersonal Skills
Budgeting
Employee Engagement
Vast technical knowledge
Performance Evaluations
Cross-functional team management
Salary structure/compensation analysis
Time Management
Fast Learner
Accomplishments
Led Board Room Renovation project; collaborating with high ranking Executives and vendors
Saved company over $150,000 by redeploying hardware turned in
Created hardware recycling process, thus earning over $30,000 in one year for the company to reinvest in new hardware purchases
Implemented new hardware disposal process to save an average of 80 tech hours per week.
Created new hire orientation handout for IT related topics
Created on-boarding and off-boarding checklists for admins and managers to utilize for efficiency.
Partnered with vendor to redefine hardware evaluation process, imaging services, and procurement of spare parts
Implemented company's first application deployment and hardware/software inventory tracking tool
Configured MAC OS imaging and software deployment tool
Managed Print Services approval project focusing on cost savings and secure badge printing
Developed dashboard for measuring incident data per technician
Migration from Windows XP to Windows 7 project, Lotus Notes to MS Outlook, and additional software platforms
Implemented appointment based service for increased efficiency in support
Implemented campus relocation checklists and processes.
Instituted End User Computing Knowledge base and shared document repository for team member efficiency.
Sustained high Customer Satisfaction scores - averaged over 4.75/5
Transitioned Parallels for MAC to an enterprise license agreement
Created Walgreens Ordering System for corporate employees to request new hardware/software.
Experience
08/2013 to Current
Manager End User Computing Onsite SupportUniversity Of Pennsylvania Health System – Sewell, NJ,
Maintain vendor partnerships for standard
hardware and software products; partnering with global procurement to set
standards
Collaborate
with various IT and non-IT teams to lead new initiatives, problem solving, and
many different projects
Executive Support for UK and US based executives and admins, including WBA
Board Members
Travel 2-3 times per year for executive meeting support
Maintain and set budget for team
Leads team of 16 technicians with limited turnover
Participate in multiple planning sessions with UK peers for support of applications and traveling requirements.
Hardware Disposal/Recycling program providing additional funds back to the
company
Offsite event support for US and UK team members; weekly discussions via video conference with UK peers
Driven to gain results for complex problems by partnering with various IT teams (ie Network, Security, Engineering)
Extensive project management work, leading new technology
Resolved customer complaints and concerns with strong verbal and negotiation skills.
Implemented appointment based service for clients for increased efficiency
Enhanced End User Computing Website for greater visibility and use by employees
Partnering with Corporate Communications to send out company wide emails for new technologies.
Defining hardware/software standards for the company.
Developed and maintained positive customer relationships.
Developed documentation for common processes for both support staff and end-users
Worked with peers to transition mailboxes, and other applications to the Cloud.
08/2007 to 07/2013
Team ManagerHorizon Health And Wellness – Florence, AZ,
Developed documentation for common processes
for both support staff and end-users.
Responsible for acquiring company’s first hardware/software
deployment and inventory tool
Led Executive Support team members for immediate support needs, including travel
Led team of 22 technician, both local and remote
Led projects for new hardware/software deployments and upgrades
Hiring contractors for support of KTLO and project work
Root Cause analysis practices for incident data/trends
01/2001 to 07/2007
Computer Support SpecialistWalgreen Co – City, STATE,
Provided base level IT support to company personnel,
including Executives while building and maintaining successful relationships
with service providers, vendors, and consumers.
Education
Expected in
Bachelor of Science: Administrative Information Systems Eastern Illinois University - Charleston, IL GPA:
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