Summary
Dynamic and motivated individual with 15+ years in a technology-driven environment, with a desire to continue education and practice in all aspects of IT services. Deeply invested in the development of associates and executing effective training programs to ensure client, brand, and ownership satisfaction. Meticulous, results-driven individual who will always offer 110% and always strives for success in all metrics.
AREAS OF STRENGTH
- IT Leadership / Oversight
- Problem Resolution
- Asset Management
- Client Support
- Staff Development
- Hiring / Mentoring
- Business Relationship Management
- Standards / Compliance
- Establishing Processes
HIGHLIGHTS OF ACCOMPLISHMENTS
- Implemented a company-wide asset tracking system, responsible for $8 million in corporate assets.
- Served as IT analyst on five organizational acquisitions within the past five years, assisting in all domain,
- IT infrastructure, Telephony, and IT client system standardization initiatives.
- Served as Project Manager for the successful implementation of a contact center call monitoring and recording
- application, which provides mission critical resources and training capabilities for Festo’s North American call center.
- Responsible for all IT training and mentoring for junior team members, five of which have been promoted within
- Responsible for the development and implementation of an asset procurement and implementation process for five of
- Festo’s organizations, providing seamless order tracking, equipment provisioning, and successful delivery of all PC
- hardware for Festo’s mobile workforce.
- Serve as IT life cycle evaluator for IT client-based hardware for all of Festo’s NAFTA regional sites and operations.
MSP (2019-Present)
Senior Manager (2022-Present)
IT Service Delivery Manager (2019 –2022)
- Supervises a diverse team of 25-30 network/server engineers, technicians, and project managers to deliver unparalleled technology support to clients throughout the Northeast, ensuring expedient and appropriate resolutions are provided to maintain client satisfaction, and that projects are completed within specified timeframe, and within budget.
- Initiate, build, and sustain strong relationships with clients to drive and shift business from other competitors.
- Work closely with management and clients to oversee and prioritize completion of projects, despite on-going changes in technologies, tools, staffing, and budget restraints.
- Hire, on-board, effectively train, and place new team members based on skill level, communication-style, and overall demeanor to meet client expectations and ensure professional growth within the company. Empower team members to make informed and relevant decisions to resolve complex issues, preventing escalations when possible.
- Work closely with company department heads to report on current projects, seek new business, propose new procedures, and ensure that overall, the company is effective in reaching budgeted revenue goals, including labor productivity.
- Responsible for the overall department budget including pricing, profitability, and creation of proposals.
Automation Company (2008-2019)
Senior IT Support Services Specialist (2014 – 2019)
- IT Support Service Lead for nine engineers with responsibilities for managing day to day operation of the IT Services team
- including daily work assignments for US, Canada, and Mexico
- Interview team members and make recommendations for hire; set up annual bonus objectives.
- Managed outsourced client support to HP ensuring a smooth transition with minimal downtime.
- Manage all ticket escalations for IT Services Team; personally, oversee upper management escalations and the resolution of global escalation issues that involved several HQ departments.
- Manage all print servers in the US, CA and MX
- Perform vendor management for all network, telecom, software, and support providers.
- Conduct ongoing development of IT Services team.
- Served as IT Project Manager for Festo’s IT hardware implementation at a new $20MM Production and Logistics facility in
- Mason, OH which was successfully completed in September 2015
IT Support Services Specialist (2012 – 2014)
- Microsoft Exchange 2010 Administrator
- Responsible for mobile device setup and maintenance of Mobile Iron MDM System
- Provided second-level PC Support for 2,000+ users in three countries.
- Responsible for audio / video needs during Town Hall and other large meetings
- Supported Regional Contact Centers and NAFTA warehouse environment.
- PC Support Specialist (2008-2012)
- Performed imaging of desktops and laptops via SCCM Software Deployment System
- Responsible for management and maintenance of the company’s Asset Tracking System
- Provided outstanding customer service using diplomatic issue-resolution.
Mortgage Company (2005-2008)
IT Asset Inventory Supervisor
- Managed a team of five, directed daily department operations, and ensured maximum performance and
- accuracy of the Asset Inventory team.
- Responsible for complete inventory lifecycle management for all IT assets from receipt, setup and imaging to deployment, tracking and disposal.
- Provided custom reports to management that pinpointed issues and areas for improvement.
- Supervised the repair and certification of new and used equipment (600 units per month)
EDUCATION
- BS in Business Administration and Management
- AS in Liberal Arts
COMPUTER SKILLS
- MS Office 365, Microsoft Exchange, SAP R/3, SAP Business One, Windows XP-11, Microsoft System Center Suite (SCCM,
- SCOM), Mobile Iron MDM, AirWatch MDM, Microsoft Deployment Toolkit, Skype for Business / Microsoft Teams, Avaya
- Telephony, Cisco Networking, WebEx, On24 Webcasting Platform Management
