Support & Operations Manager

Rate, USD
Not specified
Work schedule
Full Time,
Language skills
English
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About me

Highly skilled and motivated IT professional with over 10 years of experience in management, operations, and technical support. Seeking an IT position where I can apply my leadership, technical, and interpersonal skills to enhance the organization’s mission.


Professional area



Education

Graduated 10/2010 BS in Information Technology @ Pioneer Pacific College

Experience

05/2021-03/2023 Operations Manager @ CNMI Department of Finance; Office of Information Technology

• Managed a team of IT professionals to provide infrastructure systems, network, and communication services to over 3,000 government employees.
• Coordinated project execution, resource deployment, and overall coordination efforts to ensure projects were completed on schedule and within budget, while meeting quality outcomes.
• Participated in planning and design discussions to meet technological requirements of new, ongoing, or upcoming projects.
• Conducted research on hardware, software, and cloud solutions to maximize the overall efficiency and execution of IT services and support.
• Developed and enhanced operational procedures, runbooks, controls, policies, and other related documentation to ensure compliance with internal organization standards.
• Ensured staff members were trained on the latest technologies to improve their knowledge and skillset.
• Coordinated with different departments to assess government facilities and offices to identify technology deficiencies, needs, and violations.
• Evaluated, deployed, and supported various vendor technologies throughout the IT life cycle.
• Monitored the IT infrastructure using information technology control tools and real-time reporting systems.
• Oversaw the installation, configuration, and management of applications on company-approved devices.
• Executed the BCDR plan during testing of failover scenarios.

04/2022-06/2022 IT Director @ Northern Marianas Pacific Mini Games 2022

• Coordinated all aspects of IT between Games Organizing Committee, Venue Managers, Athlete Residences, Network Infrastructure, and Internet Service Providers.

03/2021-05/2021 Network Services Specialist @ Northern Marianas College

• Serve as the head of the IT department, overseeing a team of network specialists and helpdesk technicians.
• Coordinate with other departments to implement technology solutions that enhance the college’s academic and administrative operations.
• Develop and implement policies and procedures for IT operations, ensuring compliance with industry standards and regulations.
• Monitor network performance and security, implementing measures to prevent downtime and cyberattacks.
• Manage the college’s technology budget, ensuring efficient use of resources and maximum return on investment.
• Evaluate new technologies and make recommendations for upgrades and enhancements.
• Foster a culture of innovation and continuous improvement among the IT team.

05/2019-03/2021 Network Element Activation Team Supervisor @ IT&E

• Managed a team of helpdesk technicians, service desk personnel, customer service representatives, provisioners, dispatchers, and field service technicians.
• Ensured that department goals were met and adhered to approved budgets.
• Developed and implemented process improvements to optimize service and staff performance.
• Developed guidelines and policies to facilitate efficient service delivery.
• Ensured staff used required tools, software, and hardware to identify, document, track and resolve reported problems.
• Oversaw installation, troubleshooting, and disconnection processes.
• Maintained customer relationships, provided excellent customer service, and built trust.
• Analyzed activities and made recommendations for improvements.
• Prepared routine reports showing analytics and metrics based on performance and revenue.
• Maintained company software and recommended new systems.

07/2017-04/2019 Help Desk Technician II @ Hologic

• Resolved a wide range of enterprise software and hardware issues via phone, email, chat, remote, and in-person.
• Managed tickets through ServiceNow.
• Managed inventory and deployment of mobile devices and accessories through MobileIron.
• Imaged new computers with varying configurations depending on user role.
• Set up new hire workstations and collected terminated user’s equipment.
• Manage accounts and devices in : Active Directory, Exchange (On-Prem & O365), Salesforce,
ServiceNow, MobileIron, Webex, Box, & SCCM
• Process user terminations following SOX Compliance guidelines

06/2016-05/2017 Remote Support Engineer @ Xerox

• Resolved complex printer problems via telephone.
• Used various tools to troubleshoot, primarily LogMeIn Rescue.
• Collected different logs and escalated if necessary.
• Installed and configured printers and services on PCs and Macs.
• Documented all troubleshooting and communication with customers.

02/2015-05/2016 Technician @ Tekology

• Installed, configured, upgraded, and troubleshooted Windows/Mac OS.
• Estimated completion time for job and met it.
• Documented all interaction with customer and all work performed.
• Diagnosed, configured, and optimized PC/Mac hardware/software.
• Installed, configured, upgraded, and troubleshooted LAN/WAN components.
• Created and configured mailboxes, users, and mail flow on Exchange Server and Office 365.
• Configured anti-spam cloud services (Mcafee SaaS and AVG Anti-Spam).
• Used various tools to remove Spyware, Adware, Malware, and viruses.

02/2014-02/2015 Remote Support Engineer @ Xerox

• Resolved complex printer problems via telephone.
• Used various tools to troubleshoot, primarily LogMeIn Rescue.
• Collected different logs and escalated if necessary.
• Installed and configured printers and services on PCs and Macs.
• Documented all troubleshooting and communication with customers.

03/2013-01/2014 Test Technician @ Oracle

• Tested various types of servers using different processes
• Troubleshot hardware and escalated issues if needed
• Loaded, cabled, and started tests based on unit procedures
• Monitored over 120 units, performed user interactions, failures, and other tasks
• Documented all work performed

10/2012-03/2013 Easy Tech Associate @ Staples

• Installed various operating systems, drivers, software, and hardware
• Conducted basic and advanced technical system diagnostics
• Documented all work performed, customer interactions, and overall progress
• Ordered parts through part vendors via phone or website
• Sold products and services based on customer needs
• Maintained department organization and integrity

06/2010-06/2012 Computer Sales Associate @ Frys Electronics

• Assisted customers with product inquiries or complaints in-person and via telephone
• Saved sales by providing solutions to customer issues and concerns
• Qualified customers to ensure they received the best product to suit their needs
• Met or exceeded weekly sales goals
• Utilized various sales tactics to up-sell and attach products


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