senior manager it services resume example with 9+ years of experience

Jessica Claire
, , 100 Montgomery St. 10th Floor (555) 432-1000,

Results-driven Senior IT Manager with a proven track record in IT Support, Application Support, and Master Data Management. Adept at fostering collaborative relationships with employees and front-line managers to drive goal attainment and exceed client expectations. Recognized for consistently delivering exceptional results, building strong client partnerships, and ensuring customer satisfaction. Thrives in dynamic, team-oriented environments, leveraging comprehensive expertise in configuration, administration, support, and strategic IT solutions to drive operational excellence.

Key Skills
  • Problem Management
  • Change Management
  • Incident Management
  • ITIL V4 Foundation
  • Office 365
  • Active Directory
  • Confluence and Jira
  • Technical Proficiency
  • Team Leadership and Development
  • IT Strategy and Planning
  • Vendor Management and Contract Negotiation
  • Azure
  • Gsuite
Professional Experience
08/2020 to Current Senior Manager, IT Services Canada Goose | New York, NY,
  • Led a team of 13 IT Professionals, overseeing Application Support, IT Support, and Master Data Management functions. Well experienced in supporting multi-branch locations.
  • Consistently achieved high Service Level Agreement(SLAs) for time to response and time to resolution, ensuring prompt and efficient resolution of IT issues throughout my tenure as a senior IT Manager.
  • Initiated process improvements that resulted in 80% optimization of operations and cost reduction. Examined metrics and prepared IT project progress reports on a monthly and weekly basis.
  • Guided and managed the MDM team in order to implement overall policies and procedures while ensuring close collaboration with the cross-functional teams.
  • Successfully resolved time-sensitive customer inquiries and concerns requiring management-level escalation, ensuring prompt and satisfactory resolution for 98% of cases.
  • Implemented robust processes to monitor and evaluate SOP compliance, resulting in 99% improvement in efficiency and accuracy.
02/2019 to 08/2020 Manager, IT Services Citrix Systems Inc. | AZ, State,
  • Monitored, measured, and maintained the team's ability to meet or exceed response and resolution Service Level Agreements (SLA) defined by support and the business.
  • Worked with internal IT team to ensure s flawless Problem Management, Incident Management, as well as Change Management.
  • Exercised good judgment and decision-making in escalating concerns and resolving issues.
04/2018 to 01/2019 IT Support Specialist Indigo Agriculture | City, STATE,
  • Maintained a high first-call resolution rate, resolving 98% of support requests within the initial contact, leading to improved user productivity.
  • Utilized MDM solutions such as Cisco Meraki in order to manage and support End User's BYOD.
  • Proactively engaged with clients to identify their unique needs, concerns, and preferences, allowing for personalized solutions and fostering a high level of customer satisfaction.
  • Performed walk-throughs and weekly orientation sessions for new hires to aid in technological onboarding processes.
  • Delivered remote technical assistance using tools like LogMeIn for screen sharing and control. Effectively diagnosed and resolved complex technical issues, ensuring minimal downtime and seamless user experience.
  • Configured and shipped user devices including laptops running Windows, MacOS, iPhones, and iPads.
01/2014 to 03/2018 IT Support, Lead Arkansas State University | City, STATE,
  • Provided desk-side support within the department and advised on technology needs. Consultations have led to more strategic technology purchases and increased cost savings by up to 40%.
  • Managed inventory for all technology-related items including computers, printers, iOS devices, webcams, etc. resulted in 99% product availability and higher satisfaction from the clients (faculty members).
  • Maintained and controlled the faculty center’s web content using dotCMS, HTML, and WordPress platforms. Modifications have resulted in higher efficiency and more user-friendliness.
  • Secured IT resources by diagnosing both hardware and software technical problems. Installed, upgraded, and verified hardware and software applications for over 60 workstations.
01/2015 to 01/2016 Business Systems Analyst Connex Rehab Group | City, STATE,
  • Executed case and flowchart development using Microsoft Visio and SmartDraw to minimize the time spent on the preparation of medical evaluation reports by 50%.
  • Implemented an EMR system that creates electronically signed therapy evaluations that allowed for business systems automation and cut workflow from 30 hours a week down to two hours.
  • Created user manuals and provided training to the users. Achieved 90% customer satisfaction in the resolution of issues and meet user expectation goals.
Education and Training
Expected in 05/2019 to to Master of Business Administration | Arkansas State University, Jonesboro, AR, GPA:
Expected in 08/2014 to to Bachelor of Science | Computer Information Technology Arkansas State University, Jonesboro, AR, GPA:
Expected in 05/2010 to to Associate's Degree | Computer Software Engineering Asia Pacific University, Kuala Lumpur, Malaysia, GPA:

By clicking Customize This Resume, you agree to our Terms of Use and Privacy Policy

Your data is safe with us

Any information uploaded, such as a resume, or input by the user is owned solely by the user, not LiveCareer. For further information, please visit our Terms of Use.

Resume Overview

School Attended

  • Arkansas State University
  • Arkansas State University
  • Asia Pacific University

Job Titles Held:

  • Senior Manager, IT Services
  • Manager, IT Services
  • IT Support Specialist
  • IT Support, Lead
  • Business Systems Analyst


  • Master of Business Administration
  • Bachelor of Science
  • Associate's Degree

By clicking Customize This Resume, you agree to our Terms of Use and Privacy Policy

*As seen in:As seen in: