Regional IT Operations Manager

• Aug 2016 - Present

Technical Support Group Manager

• Jan 2009 - Aug 2016

•Plans, organizes, directs and manage the activities of the Technical Services Division. •Manage the work of Technical Support team by facilitating and tracking project status; identifying problems and issues; allocating appropriate resources; and ensuring that technical support services are completed on schedule and at the highest levels of quality. Assists staff in the delivery of technical services as necessary and appropriate. •Manages Service Desk. Responsible for timely prioritization and assignment of customer requests to the appropriate Support personnel and completion of those requests assigned to Technical Support staff within the established guidelines (i.e. target resolution times (SLA) per the designated priority level). •Approves the acquisition of computer hardware and software and other IT equipment to ensure items are in compliance with standards and strategies using written documentation and oral communication. Responsible for adhering to legal licensing requirements. •Plans and manages assigned projects to ensure they are completed on time, within budget, and within scope using WIS established project management standards, guidelines. Manages and directs the work of contractors and vendors. •Selects, trains, motivates, and evaluates personnel; establishes and monitors employee performance objectives; prepare and presents employee performance reviews; provides or coordinates staff training and education; works with employees to correct deficiencies and fully develop strengths; and coaches, mentors, and implements discipline as necessary. •Manages business continuity and recovery of company’s information systems, including needs analysis, design, plan development, implementation and documentation. Ensures ISO 20000 (ITSMS) process compliance across the Group. •Participate with Groups Global IT projects and implementation of IT standards. Show less