Technical Support Manager

Location
United States
Rate, USD
Undisclosed
Work schedule
Full Time,
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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.



Skills

CommunicationConflict ResolutionCritical ThinkingITSMProblem SolvingProject ManagementTeam BuildingTechnical Support


Education

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

3.75 GPA


Experience

01/2021 - Current Service Delivery Leader at 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 at 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 at 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 at 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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