Sr It Manager Resume Example

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Jessica Claire
  • , , 100 Montgomery St. 10th Floor
  • H: (555) 432-1000
  • C:
  • Date of Birth:
  • India:
  • :
  • single:
Professional Summary

Insightful Information Technology professional with more than thirteen years of progressive IT leadership experience including oversight of infrastructure, application support and security services. Dedicated to customer satisfaction with a focused delivery of technical solutions. Proven leader in directing operations, maintenance and support of complex systems. Strategic Manager skilled in guiding navigation of modern technology. Accustomed to driving efficiency and effectiveness by developing, delivering and supporting strategic plans. Demonstrated skill in translating technical requirements to business solutions. Develops creative business solutions, leveraging diverse methodologies and delivering engineering solutions for leading organizations.

Highly adept in request for proposal development, technology needs assessments and staff training. With a successful twenty year record of building positive relationships with internal and external stakeholders.

  • Spearheaded the creation of the first departmental student IT consultant Helpdesk.
  • Created first Departmental YouTube channel to host Duke Specific "Help Videos" in support of the Work from home effort due to COVID0-19 mandates.
  • Improved departmental customer support satisfaction by 70% in the first 6 months.
  • Cross-trained all employees on new technologies in support of WFH effrots to provide consistent exceptional customer service to all departmental users regardless of the platform
  • Exceptional rating on the annual performance review for previous nine years
  • Supporting Duke researchers, Genome Institute, and Duke Health Systems on COVID-19 Data Surveillance modeling project
  • Exceptional leadership, mentoring, and training of staff which encourages and supports creative problem-solving skills; solutions that encourage innovation, and sustainability, reduce waste, enhances fiscal responsibility, and reuses existing tools and equipment
  • Volunteer as a court appointed Guardian ad Litem for children of abuse and neglect in Durham County, November 2013- present
  • 2018 Member of East Carolina National Society of Leadership and Success; Beta Gamma Sigma; The International Business Honor Society
Work History
Sr. IT Manager, 09/2016 to Current
Frontier Communications Clearwater, FL,
  • Communicated with executive team to maximize development efficiencies and resolve technology issues.
  • Liaised effectively with others to promote on-going network design, reevaluation and optimization that scaled with company growth.
  • Coordinated with management teams to plan, develop, align and execute strategies that would meet client's vision, mission and purpose.
  • Led and assisted technical upgrade projects for clients by working and coordinating with consultants and developers for integrations.
  • Coordinated [Type] projects, including defining scope, managing milestones and maintaining strong relationships with all stakeholders.
  • Facilitated best user experience through continuous support, training classes, webinars, improvements and communication of system changes.
  • Played key role in on-going network design, reevaluation and optimization to keep pace with company growth.
  • Led team for software engineering services and supported key clients in development efforts, establishing standards, determining specifications and creating Service and Operational Level Agreements (SLA) and (OLA).
  • Guided organizational technology strategy and roadmaps.
  • Adjusted project plans to account for dynamic targets, staffing changes and operational specifications.
IT Manager, 03/2012 to 09/2016
City Of Austin, Tx Austin, TX,
  • Oversaw IT department operations and training.
  • Managed network and system performance, conducting troubleshooting, security patching and maintenance.
  • Wrote policy, procedure and manuals governing internal IT use.
  • Closely collaborated with project members to identify and quickly address problems.
  • Led technology selection and rollout, focusing on organizational planning, provider contracts and supplier service-level agreements.
  • Built, customized and repaired technology based on staff requests.
  • Adjusted project plans to account for dynamic targets, staffing changes and operational specifications.
IT Analyst- Apple Users Specialist, 07/2008 to 03/2012
Us Storage Centers Elmsford, NY,
  • Identified and resolved problems through root cause analysis and research.
  • Gathered, organized and input information into digital database.
  • Diagnosed, troubleshot and resolved network and system problems.
  • Mapped processes to holistically examine business flow and identify improvement opportunities.
  • Researched and recommended process improvements designed to mitigate operational and financial risk.
  • Maximized team knowledge and productivity by effectively training, monitoring and directing employees in application of best practices and regulatory protocols.
  • Documented procedures and business processes and shared information with appropriate stakeholders.
  • Evaluated and adopted new technologies to address changing industry needs.
Helpdesk Manager, 10/1998 to 06/2008
Middlebury College City, STATE,
  • Managed help desk consisting of 40 employees. Recruited, trained and supported help desk technicians Scheduled staff and delivered training materials and information.and conducted performance evaluations.
  • Conducted in-depth product and issue resolution research to address customer concerns.
  • Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
  • Trained and supported end-users with software, hardware and network standards and use processes.
  • Resolved escalated issues by serving as subject matter expert on wide-ranging issues related to Widow, Apple and Linux OS.
  • Managed customers' expectations of support and technology functionality in order to provide positive user experience.
  • Published in InformationWeek: strate
  • Published in EDScoop: integrate-the-old-with-the-new-whil
  • Budget administration
  • Agile framework
  • Compassion
  • Teamwork
  • Project lifecycle management
  • Maintenance & Repair
  • Risk mitigation planning
  • Documentation and reporting
  • Project Management

Associate of Science: Paralegal, Expected in
Champlain College - Burlington, VT,
Bachelor of Science: Business Administration And Management, Expected in 05/2016
East Carolina University - Greenville, NC,

Duke Leadership Academy Duke Customer Service Excellence and Satisfaction Certification Duke Security Professionals Certification

  • Raleigh Jaycees
  • North Carolina Guardian ad Litem
  • Epilepsy Foundation
  • American Humane Society
  • WITI
  • HDI

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Resume Overview

School Attended
  • Champlain College
  • East Carolina University
Job Titles Held:
  • Sr. IT Manager
  • IT Manager
  • IT Analyst- Apple Users Specialist
  • Helpdesk Manager
  • Associate of Science
  • Bachelor of Science

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