Strategic Information Technology Manager skilled in guiding navigation of modern technology. Accustomed to driving efficiency and effectiveness by developing, delivering and supporting strategic plans. Passionate about creating and delivering effective strategy to meet technology needs and goals. Demonstrated skill in translating technical requirements to business solutions. Successful 13 year record of building positive relationships with internal and external stakeholders.
Skills
Business process re-engineering
Lean manufacturing and design
Interdepartmental coordination
Technical support
Issue resolution
Software Development Lifecycle
Change Control Processes
Microsoft Active Directory
VmWare Virtualization
Systems Installation, Configuration, and Upgrading
Planned, created, tested, and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
Interacted with customers and clients to identify business needs and requirements.
Coached team members on productivity strategies, policy updates and performance improvement plans to accomplish challenging goals.
Implemented and executed reviews of computer systems for compliance with state and federal regulations.
Captured system needs, supported process design and aligned systems to business requirements.
Evaluated and provided use cases for pilot of Public Cloud software.
Strategically balanced technology and business needs of organization.
Orchestrated smooth and efficient program development by collaborating cross-functionally across departments.
Monitored progress of programs, using and applying programming documents, program directives, funding documents and other program material.
Created and presented data using MS Excel spreadsheets and other MS Office tools.
Implemented and led meetings, opening up dialog with area managers to discuss Technology and Innovation for new services and optimization subjects.
Defined and managed feedback loop, integrating customer complaints and suggestions into future programmatic changes.
Conducted one-on-one training sessions for employees in Microsoft Office, Windows Server, and Amazon Web Services.
Worked closely with other departments to better understand product features in order to develop appropriate training materials.
Formed multi-departmental round-table to discuss optimizations capable of addressing weaknesses of individual departments via strengths of others.
Interfaced with internal IT development teams to integrate new technologies, streamlining use of existing systems to reduce operational time lines by 20%.
Agency Account Manager, 10/2014 - 08/2018 Criteo Corp. – Los Angeles, CA,
Identified, researched and resolved billing variances to maintain system accuracy and currency.
Analyzed current business plan, identified inefficiencies in existing processes, and tracked performance following implementation of improvements.
Increased customer satisfaction above 85 % through relentless pursuit of resolutions to problems arising from IT projects and IT services issues protecting company reputation and loyal client base.
Identified and resolved process issues to encourage smoother procedures, more efficient workflow and overall business growth.
Managed quality assurance program including on site evaluations, internal audits and customer surveys maintaining results above 85%.
Negotiated agreements between service providers to clarify misunderstood directions and resolve conflicts affecting performance.
Partnered with cross-functional teams to conduct thorough discovery and due diligence on existing processes.
Offered data-driven recommendations aligned with overall company strategies and prioritized process improvement initiatives.
Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
Recommended technology upgrades and complementary products that improved customer IT assets security and reliability.
Collaborated with client and interdepartmental peers to take client requirements and transform into turnkey solutions.
Communicated with IT Directors, project manager and customer service managers, twice weekly to provide status updates.
Presented business leaders with cost-benefit and return-on-investment estimations to drive project planning and execution.
Developed flowcharts and diagrams to describe and lay out logical operational steps.
Analyzed client business processes to propose optimal software applications for unique requirements.
Explained technical information in clear terms to non-technical individuals to promote better understanding.
Described Serve, Networking and Storage solutions to customers to assist in problem resolution.
Documented all transactions and support interactions in system for future reference and addition to knowledge base.
Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
Engaged end users and answered questions via email, phone, website live chat and in forums.
Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
Followed up with clients to ensure optimal customer satisfaction following support engagement and problem resolution.
Demonstrated professionalism and courtesy with customers while working to resolve complaints, problems or respond to questions.
Developed and tested new product offerings prior to release to assist development team in bug identification.
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.
Configured hardware, devices and software to set up work stations for employees.
Broke down and evaluated user problems using test scripts, personal expertise and probing questions.
Advised customers and users regarding required maintenance practices of diverse software systems for OEM warranty requirements and industry best practices.
Education
Associate of Science: Computer And Information Sciences, Expected in - Hallmark University - San Antonio, TX GPA:
Bachelor of Arts: Marketing, Expected in - Auburn University-Montgomery - Montgomery, AL GPA:
Resumes, and other information uploaded or provided by the user, are considered User Content governed by our Terms & Conditions. As such, it is not owned by us, and it is the user who retains ownership over such content.
How this resume score could be improved?
Many factors go into creating a strong resume. Here are a few tweaks that could improve the score of this resume:
