Support & Operations Manager

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

Hire me

Jobicy Account
You need an employer account to access the resume database.

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


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


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

Recommend this talent

Recommend this specialist