Intelligent, responsible IT Team Lead with a 20-years work record of technical leadership experience for Fortune 500 companies 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.
Skills
Guest services
Inventory control procedures
Merchandising expertise
Loss prevention
Cash register operations
Product promotions
Work History
SHAREPOINT TEAM LEAD, 06/2017 - Current Bright Horizons Family Solutons – Boston, MA,
Restructure established processes by collecting and applying client and employee feedback.
Conduct effective training programs to ensure delivery of consistent and quality mentoring, training and onboarding for teams of contractors and staff members.
Lead all aspects of development and implementation of server, software and change management improvements.
Implemented robust change management initiatives, which resulted in streamlining decision support reporting process by tailoring methodologies and meeting compliance requirements.
Successfully delivered technology consultation for growing businesses, made recommendations, and upgraded existing systems.
Directed multiple large scale IT projects from inception to completion including requirements gathering and analysis, milestone management, and stakeholder relations.
Collaborated with management teams to devise and execute effective strategies to achieve client vision and objectives.
Spearheaded team of 5 SharePoint Engineers accountable for delivering assistance to customer service department.
Administered SharePoint team in to deliver upgrade project requiring close collaboration among members to share information, develop solutions, and meet broad array of deliverables.
Created agendas and communication materials for team meetings
Collaborated with others to discuss new development opportunities
Worked closely with team members to deliver project requirements, develop solutions and meet deadlines
Created new programs that resulted in increasing productivity and customer satisfaction
Prioritized and organized tasks to efficiently accomplish service goals
Demonstrated leadership by making improvements to work processes and helping to train others
Worked successfully with diverse group of coworkers to accomplish goals and address issues related to products and services
Worked successfully with diverse group of coworkers to accomplish goals and address issues related to products and services
Kept team on track by assigning and supervising their activities and giving constructive feedback
Provided IT and software trouble-shooting support to rest of the organization
Resolved interpersonal conflicts by listening, finding common ground and building relationships
SHAREPOINT TEAM LEAD/SYSTEMS ANALYST, 12/2015 - 06/2016 Vallen – Saint Louis, MO,
Managed all facets of testing and troubleshooting for SharePoint application and documented issue resolutions for development team.
Effectively resolved software and system issues by collaborating with end-users in both remote and desk-side environments.
Collaborated with project partners to create development software roadmap based on client specifications and user-guided design.
Headed IT working groups to devise mitigation strategies and formulate SOPs for Windows system operations.
Facilitated in technical support process refinement to improve customer service and support functions.
Produced online documentation for common SharePoint processes for both support staff and end-users.
Kept customers up-to-date regarding issue resolution progress and delivered estimated times of resolution ongoing basis.
Composed technical documents, including whitepapers, user manuals, implementation documentation, and support base entries.
Resolved record-breaking 200 of support tickets following major system malfunction within 48 hours, earning Davinci Award.
Rendered solid technical and analytical skills in delivering onsite SharePoint support for 1500 staff members.
Analyzed system vulnerabilities and collaborated with IT and business teams to eliminate vulnerabilities in support of internal and external audits
Formulated and designed computer systems using data modeling, information engineering and structured analysis
Formulated and designed computer systems using data modeling, information engineering and structured analysis
Formulated, defined and documented system specifications
Revamped existing system to improve or repurpose for 85% greater effectiveness
Troubleshot malfunctions with systems and programs to pinpoint root cause of issues and restore
Observed staff to study daily tasks regarding information processing and performance to better understand business system needs
SENIOR PRO SUPPORT ENGINEER/TEAM LEAD SHAREPOINT, 06/2012 - 12/2015 DELL – City, STATE,
Achieved client vision and objectives through effective strategy development and execution in coordination with management teams.
Interacted with customers within 48 hours to relate any system changes and integrate customer feedback into improvement processes.
Formulated status reports for customers and senior management.
Maintained consistent contact with project personnel to quickly identify and resolve problems.
Worked closely with overseas technical teams to manage implementation of application developments process.
Developed effective implementation plans, including cost-benefit and ROI analyses.
Conducted thorough risk assessments and deployed management and response strategies to prevent roadblocks.
Delivered technology consultation for growing businesses, made recommendations, and upgraded existing systems.
Recruited additional project personnel and resources to meet demands of ongoing projects.
Streamlined and optimized troubleshooting standards for entire IT team.
Conducted effective training programs to coach, train and develop team consisting of 20-members.
Coached and administered 15 employees of SharePoint team while maintaining constant service for Windows servers.
Leveraged SharePoint to input and compile data gathered from various sources
Motivated and encouraged team members to communicate more openly and constructively with each other
Worked successfully with diverse group of coworkers to accomplish goals and address issues related to products and services
Provided excellent service and attention to customers when face-to-face or through phone conversations
Juggled multiple projects and tasks to ensure high quality and timely delivery
Provided IT and software trouble-shooting support organization
Defined strategies and created plan to achieve ambitious operational objectives
Exceeded customer satisfaction by finding creative solutions to problems
Recognized by management for providing exceptional customer service
Kept team on track by assigning and supervising their activities and giving constructive feedback
Created new programs that resulted in increasing productivity and customer satisfaction
TEAM LEAD, 02/2006 - 05/2012 KELLOG'S – City, STATE,
Successfully grew Exchange environment from 15000 to 30000 mailboxes.
Spearheaded all aspects of global Exchange environment collaborating with one other associate accountable for patching and change management.
Served as team lead for global Exchange/BlackBerry Team to enable mobile computing at Kellogg Built first.
Administered blackberry server and grew environment from 1 user to 7500 globally.
Consolidated Exchange for remote sites to central data center, developed global hand-held support desk, and integrated acquired companies into Exchange environment.
Maximized operational efficiency across production and administrative areas by coordinating with internal departments.
Cultivated and maintained open and professional team relationships to quickly identify and resolve issues.
Managed all staffing initiatives to achieve production goals while following all established IT staffing strategies.
Developed training manuals with strong focus on resolving simple and complex customer issues.
Optimized workflow procedures and staffing levels using strategic scheduling and task delegation.
Evaluated performance and motivated team members to build customer satisfaction and loyalty, leading to retention and growth.
Developed open and professional relationships with team members, enabling more effective issue resolution
Led working groups to develop mitigation strategies and prepare standard operating procedures for system operations
Interviewed, hired and trained new quality customer service representatives
Education
Master of Science: Computer and Information Systems Security/Information Assurance, Expected in 01/2018 - Capella University - Minneapolis, MN GPA:
Bachelor of Science: Cultural Anthropology, Expected in 09/2016 - Ashford University - San Diego, CA GPA:
Accomplishments
Supervised team of 8 staff members.
Collaborated with team of 5 in the development of Covid 19 Tracking Application
Collaborated with team of 15 in the development of IT Support Chat Bot
Collaborated with team of 7 in the development of Covid 19 Response.
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