Information Technology Support Manager

• nov. 2021 - - aujourd’hui

Desktop Support Manager

• janv. 2019 - nov. 2021

Lead the full scope of daily operations of the technical support function including establishing priorities, managing (ticket) workflow, setting team goals and tracking results to ensure results.Effectively collaborate with leadership to align on IT needs, strategic initiatives, goals and customer service expectations throughout.Manage, motivate and lead a team with both staff and contracted resources to consistently deliver world class customer service to end users by providing critical support on a timely basis.Track, measure and analyze key performance indicators, trends, and results against service level expectations as well as individual and team performance to achieve operational goals.Improved issue resolution times and increased end user satisfaction by implementing a ticket system to create a single point of contact as well as SLAs and metrics to effectively track issues. Enabled the Houston location expansion by collaborating with the architect and general contractor to steer effective construction decisions while managing vendors to install access control systems, layer 1 wiring to support VOIP and data needs, and new audio/visual hardware. Led the successful digital transformation to the Zoom platform from planning to requirements, policies/ procedures, implementation, support, and training users.Ensure operational sustainability through the successful support, deployment, maintenance, and upgrade of end user computers, operating systems, software, and peripherals.Expertly monitor, assess and enhance department SOPs, internal IT staff guides, and an end user knowledge base to foster continuous process improvements and best practices.Negotiate preferred agreements with vendors to deliver maximum value for the organization. Drive organizational productivity by thoroughly training employees on technology tools. Triage, manage and resolve urgent, complex and escalation issues while determining the root cause of issues to prevent recurrence.

IT Support Services Manager

• mars 2012 - janv. 2019

Expertly sourced, evaluated and purchased optimal technology solutions including hardware, software, licenses, and security systems to satisfy organizational needs Cultivated productive relationships with vendor partners and negotiated preferred terms to ensure quality product and service delivery for this medical services leader.Led the nationwide rollout of a wireless solution to 100+ remote sites, enabling enhanced patient care, while managing a seven-month implementation project introducing a Citrix environment. Successfully managed a project to install a comprehensive security system for a key pharmacy relocation as well as providing all technology solutions for moving a pharmacy into a new facility. Coordinated a substantial, 17-month project to install new access control system, security camera system, ISP installations, refresh of all devices, data drop mapping, and vendor coordination. Upgraded the remote assistance tool to enable IT staff to effectively support offsite employees. Led the installation of an updated wireless solution for the corporate office and pharmacy facility. Enabled business growth and ensured operations continuity by tracking and maintaining an adequate supply of computer, printers, scanners equipment and software while achieving budget goals. Utilized Jira, Confluence, and Service desk to manage daily operations support needs including Active Directory (AD), Exchange and Office 365, user access, network, software and VMware, Citrix, Windows OS (XP, 7, & 10) issues as well as hardware and equipment troubleshooting. Escalated apt issues to the application development team and collaborated to create resolutions.

Network Technician

• sept. 2011 - janv. 2012

Efficiently maintained essential systems across all 23 schools and facilities in the district to ensure operational functionality of wired and wireless, security cameras, and phone systems.Led a critical network and wireless infrastructure implementation to support the "bring your own device" initiative for the district, enabling students to use personal wireless devices for class work. Ensured the security of each school and facility by identifying and addressing camera blind spots.Successfully led the project that cataloged, tested, and replaced every UPS district-wide. Collaborated on the implementation and configuration of the Wi‐Max wireless radio internet for designated facilities.

Structured Wiring Technician

• mai 2008 - sept. 2011

Managed a variety of installation projects, delivering high quality and accurate results to foster effective business operations on a daily basis.Established the physical layer for networking equipment to enable operational functionality by providing the essential electrical, mechanical, and procedural interface including copper cable, network racks, patch panels, and wall mount cabinets. Achieved company protection goals by installing security camera systems, DVR recorders, and access control devices. Enabled business functions by installing key technology tools such as projectors, computers, smart boards, and sound systems.