Technical Support Manager

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Not specified
Work schedule
Full Time,
Language skills
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About me

Successful IT Support Manager with an extensive background in customer service and 16yrs of experience in technical support with a holistic understanding of the enterprise IT Infrastructure. Problem solver with creative and innovative solutions that bring value. Leader with a high level of emotional intelligence, using a transformational approach to leadership. Motivator that inspires teams to be their best, encourages creativity and recognizes individuals for their contributions to the team.


2003-2008 Bachelor of Science: Information Technology @ University of Phoenix

3.75 GPA


01/2021 - Current Service Delivery Leader @ RL Canning at Honeywell

• Managed delivery of technical projects and service offerings, aligning with leaders on strategy, commitments, goals, and incentives while defining outcome-based metrics and KPIs
• Responsible for the day-to-day leadership of over 250 engineers
• Created accelerated onboarding practices and procedures that resulted in a 60% decrease in time to hire and 50% increase in retention
• Training leader for project and service delivery teams that developed a curriculum that increased the rate of productivity by 75% through use of collaborative methods inclusive of all learning styles
• Lowered budgetary cost on projects by 20% by defining concise scopes and applying SDLC and Agile Methodologies where needed
• Managed metrics and ticket queues by creating dashboards that accurately tracked SLA and measured accurate service outcomes
• Led daily presentations with stakeholders and staff members
• Cross-functional collaboration with HR, Finance, and Operations Management
• Conducted 1:1 meetings with staff, focused on career growth and development, with the navigation and motivation to achieve goals
• Increased recovery effectiveness by 33% on critical systems by researching current standards and practices and applying these improvements to our Disaster Recovery Plans
• Performed annual performance reviews objectively evaluating skills, accomplishments, and organizational competencies

01/2017 - 01/2021 Technical Support Leader @ RL Canning at Honeywell

• Managed day-to-day operations for IT support at Honeywell leading 20 direct reports across 4 locations and supporting 6,000+ users
• IT Disaster Recovery Leader and primary contact for critical escalations
• Improved team CSAT from 72% to 95.2% annually by focusing on customer feedback through targeted surveys and follow up actions
• Maintained elasticity through the pandemic with strategic & tactical planning
• Increase inventory accuracy by 35% and visibility by 75% by analyzing CMDB data and implementing live tools that allowed detailed locational tracking for 3500 assets in 6 different stockrooms
• Developed, monitored, and maintained all policies and procedures
• Led engineering team on Privileged Access Workstations development
• Engaged with development teams to improve ServiceNow
• Tracked KPIs and created continuous improvement plans
• Collaborated with vendors to locate replacement components and resolve advanced problems

01/2013 - 01/2017 Senior IT Analyst @ RL Canning at Honeywell

• Ensured team deliverables were accurate and delivered on time
• Ran penetration tests on web applications and web services identifying vulnerabilities, documenting findings, and defining a clear path to remediation for cybersecurity
• Delivered daily analysis of changes and impact on CMDB migration
• Designed KPIs that measured progress for our stakeholders
• Presented ROI estimations to business leaders to drive planning
• Developed and presented diagrams that demonstrated logical operational steps

01/2011 - 01/2013 System Administrator @ RR Donnelly

• Provided Infrastructure Support for 3000+ users
• Active Directory Administrator responsible for group policy updates
• Documented standard installations, configurations & troubleshooting
• Migrated physical severs into virtual environment utilizing VMware
• Inventory leader for ITAM depot operations
• Designed proactive preventive maintenance schedules to prevent unnecessary downtime and hardware faults

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