Desktop Support | Team Leader & Mentor | Technical Support
Top-performing Systems and IT Manager skilled in managing and providing hardware and software maintenance, training and consultation, and recommendations about future planning and resource development. Proficient in planning, organizing, directing, controlling, and evaluating the operations of information systems and electronic data processing (EDP). Adept at troubleshooting hardware, software, and network operating systems and providing orientation for new and existing users. Excellent communicator with the innate ability to manage multiple projects with competing deadlines.
Created and facilitated technical and customer service training to all technicians.
Appointed main contact for Office of Information Technology during disaster preparation, evacuation, and recovery.
Maintained an 85+% first contact incident resolution rate and a 90+% customer satisfaction rating.
Implemented web-based end-user self-help tools including online password resets, web-based FAQ, chat support and Twitter feed.
Expanded services to include: evening and weekend support hours; support for remote distance learning sites located in Florida, Alabama, North Carolina, Virginia, Maryland, New Jersey and California; support for online graduate certificate and degree programs with faculty, staff and students around the world; support for lifetime student email and student record accounts; support for web-based Learning Management Systems; remote data backup and recovery; remote support via LogMeIn Rescue; and remote software installation via Microsoft SCCM.
Implemented online self-paced training for technicians.
Obtained certification as a Mental Health First Aid Provider for Disaster Responders and Victims from The Center for Disaster and Extreme Event Preparedness.
Executed tier 5 end-user technical support of PC hardware and software for all faculty, staff, and students of Florida Institute of Technology, a private not-for-profit university.
Led a team of 25-30 part-time student employees employed as Support Center Analysts, Desktop Support Field Technicians and Desktop Support Bench Technicians, as well as 5 full-time professional Lead Technicians.
Performed all human resources functions, including hiring, scheduling, performance evaluation and termination of employees.
Set pay rates, calculated rate increases, and performed budget forecasting and payroll accounting.
Coordinated incident escalations to other departments within Florida Institute of Technology's Office of Information Technology.
Maintained departmental employee handbook and served as the Technical documentation editor.
Administered incident management software, databases, and application and database servers.
Supervised a team of 10-15 part-time student employees employed as Support Center Analysts, Desktop Support Field Technicians and Desktop Support Bench Technicians, and 1 full-time professional Lead Technician.
Interviewed and hired employees, administered performance evaluations, and advised Manager regarding termination of employees.
Maintained departmental internal knowledge base.
Provided technical and customer service training to all technicians.
Improved first contact resolution rates from 75% to 80% and customer satisfaction rating from 80 to 85%.
Promoted to Manager, Technology Support Center.
Provided customer service and tier 4 end-user technical support of PC hardware and software for all faculty, staff and students of Florida Institute of Technology, a private not-for-profit university.
Supervised team of 10-15 part-time student employees employed as Support Center Analysts, Desktop Support Field Technicians and Desktop Support Bench Technicians.
Coordinated incident escalations to other departments under the Sungard/SCT umbrella, as well as Florida Institute of Technology's Office of Information Technology.
Implemented tiered support structure where technicians were tiered by services provided, with tier 1 being call center services, tier 2 being on-site services and tier 3 being in-shop services.
Improved first contact resolution rates from 50% to 75% and customer satisfaction rating from 70% to 80%.
Promoted to Supervisor, Technology Support Center when department was absorbed by Florida Institute of Technology.
Technical Support (18 years)
IT Management (16 years)
Technical Documentation (17 years)
Personnel Management (16 years)
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