It Support Manager

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

Solutions-oriented and achievement-driven professional with over ten plus years of experience in managing IT operations and project management. Innovative thinker and initiative taker with exceptional technical and analytical skills providing technical support and solutions to customers/users. Proven project management experience combined with expertise in strategic planning and quality control.


2004-2008 Bachelor's Degree in Information Systems @ Johnson C. Smith University


08/2022-06/2023 IT Support Manager/IT Project Manager @ MW Components

Coordinated and assigned tickets based on criteria and workload of each technician during the work week along with guidance on what needed to be addressed for the company users. Every day the ticket queue was assessed to determine which tickets were highly escalated and needed to be addressed in a timely fashion. At this point, was the third level of escalation for all requests and incidents reported by users and assigned technicians.

05/2021-04/2022 Sr. Systems Engineer of Infrastructure/Project Manager @ Wastequip LLC

Responsible for actively and consistently supporting all efforts to simplify and enhance the customer experience. Had to manage escalation tickets for network and server issues including system down situations for certain locations

02/2019-12/2020 Information Security Analyst III/PACS Analyst @ Wells Fargo

Coordinated projects until completion with third-party vendors/subcontractors. Participated in vulnerability management activities including meeting participation, threat assessments, application compatibility, remediation planning, validation framework documentation and CR paperwork and execution.

05/2013-02/2019 Facilities Enterprise Repair Center Supervisor @ Windstream Communications

Successfully lead the NOC Facilities Repair Team which included 10+ techs in Charlotte, NC, and another 10+ techs remotely in Rochester, NY. Advising them on the quickest and most proficient ways of earning the customer’s trust.

08/2011-05/2013 Network Operations Specialist Team Lead @ Peak 10 Data Center Solutions

Built relationships with internal and external customers to enable for a better performance for instance working with Still Secure to configure ProtectPoint devices. Worked directly with Still Secure personnel, HP technical support, and DELL technical support teams to facilitate equipment repairs.

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