Technology Support Manager
Resume:
AL BEAULIEU
************@*****.***
OVERVIEW
Seeking a position where I can utilize my skills and experience to improve operations and increase profitability, as well as contribute to the values of the organization. I am an experienced IT leader who can visualize, strategize, plan, and deliver technology solutions that support organizational goals. My expertise lies in the ability to lead high performance teams, identify problem areas and develop pro-active solutions. Thus, I have had a measurable impact on standardizing global IT systems and procedures, and demonstrated results in improving processes, reducing costs, and accelerating project completion.
SPECIALTIES
Infrastructure Development Strategic Planning Key Relationship Management Team Training & Leadership Asset Management Operations Oversight Project Supervision Desktop Support Business Analysis Solutions Deployment Incident & Problem Resolution Contract Negotiations Smooth Acquisition Integration Budget Control
TECHNICAL SKILLS/SPECIALTIES
-Microsoft Office
-Microsoft Windows/Server
-MAC OS
-Exchange, Active Directory Administration
-Mobile Technologies
-LAN/WAN/SAN Networks
-TCP/IP, Networking
-ITSM / ITIL Specialties
-Office 365 Administration
-SharePoint 2010/2013
PROFESSIONAL EXPERIENCE
Merchant Customer Exchange 7/2014 - Present
Technology Infrastructure Manager
Provided leadership and strategic direction for all IT infrastructure.
Managed a $50M operating budget supporting corporate staff, distribution centers and office locations.
Key Accomplishments:
Developed and implemented enterprise IT strategies that aligned IT infrastructure to properly support overall business objectives, including: Desktop and Mobile support, Internet and Intranet infrastructure strategy supporting our internal, B2B and B2C requirements, Server, disk and tape strategies driving consolidation and delivering standardized platforms.
Enterprise Systems Management strategy – process and technology to detect, identify, report, record, and resolve occurrences within the IT environment, along with Email messaging strategy to address the various needs of management and operations in the business.
Established and managed an enterprise scale midrange systems environment for core MCX business systems.
Planned the build-out from a cloud-based environment, and implemented our MDM solution (AirWatch) for our BYOD (Android, IOS devices)
Separated engineering and support to optimize both functions and support rapid system growth at the time without corresponding staffing increases or compromising support.
Implemented cost savings initiatives that saved cost while supporting the acquisitions of three large retail chains.
Techniques included: Competitive product swaps to common database, scheduling & systems management platforms to reduce maintenance and support fees through system consolidation and vendor negotiations.
Reduced network costs through new service offerings and vendor negotiations, along with Hardware consolidation – centralized and deployed common systems across all divisions.
Developed staff through formal and informal training, mentoring, and cross training.
Marsh & McLennan Companies (Oliver Wyman/MGTI) 2/2006 – 7/2014
Technology Regional Manager
Manage technology teams across several internal operating companies.
Manage desktop and field support operations through internal staff and external vendor support groups within assigned geographic market; manage activities of vendors and follow up on escalated service issues.
Managed and performed numerous duties on several versions of our BlackBerry BES server for over 1500 staff located globally. Maintained the support and updates for 5 BES servers around the globe.
Implemented our IOS solution (MobileIron) when IOS devices were introduced into company-wide circulation.
Manage staff to ensure operational guidelines, principles, and processes are followed as described by business; support team abilities and functions through positive customer relations; provide coaching and mentoring to team.
Collaborate with peers and senior managers to define, enhance, and adhere to defined processes for all operational tasks; meet with office leadership on a regular basis.
Perform staff performance and salary reviews; work with HR, management and senior staff to document and remediate performance issues with staff and take appropriate follow-up actions; conduct periodic reviews to ensure compliance with regulatory guidelines and operating company policies are met with best practices for industry standards.
Managed rollout of Windows 7 upgrades to several hundred devices for local market business units.
Practiced and maintained high levels of customer satisfaction by reducing PC startup time, promoting first-call issue resolution, and providing first-class client services.
Respond to incidents within SLA or within a timely manner with appropriate level of urgency, and follows up with customers on all issues.
Escalate incidents and questions to appropriate support groups.
Assists in disconnecting, moving and reconnecting desktop technology hardware for single user, multi-user and office moves.
Managed field support operations through internal staff and external vendor support groups within assigned office(s)
Managed support for all office infrastructure technologies across all tiers within agreed timeframes or SLAs
Fleet Bank/Bank of America 5/2000 – 1/2006
Executive Desktop Support
Provided daily technical support to the chief operating officers and their administrative assistants
Acted as an onsite support as well as phone support, Monitor Help Desk Email Inbox Request via Lotus Notes and Monitor the Desktop Support queue for tickets this also includes monitoring open tickets and ensuring appropriate follow-up has taken place.
Provide Desk side support.
Provide regular maintenance on Network Printers including configuring for new users (mapping and removing), restart print queue and keep an eye on Print consumable if any need replacements.
Troubleshoot all issues; Document the Troubleshooting steps in Remedy ticketing system Resolve and/or escalate Issues to appropriate groups.
Configure Workstations and login credentials for New Hires Including Reimaging PC if required.
TRAININGS / CERTIFICATIONS
June, 1998
Completed
-Microsoft MCSE / MCDBA
-A+
-Microsoft Certified Systems Engineer/Database Administration
-HP/Dell/IBM/Lenovo, Desktop/Laptop/Server certifications
References:
Pete Zamecnik
Principal at Isogent - ****.********@*******.***
I have worked with Al as the primary contact at a long-standing client of ours since July of 2014. Since that time, I have worked with him on numerous projects, and I have found his ability to manage his people, projects, and vendors to be an integral part of the many successes we have enjoyed. Al has proven to be equally well-versed in dealing with both C-level staff as well as his direct reports - which I attribute to his easygoing demeanor. That is a skill that has not gone unappreciated over the years. At his core, I find Al to be an exceedingly capable technical manager. He is one of those who under-promises and over-delivers every time. It has been a great pleasure working opposite of him.
Kevin McReynolds
VP at Chase - *****.*.**********@*****.***
I worked with Mr. Beaulieu while a Sr. Director at MCX. I relied on him and the people he managed to provide a variety of IT services including: desktop, Active Directory, SharePoint, network, and application server support. Al does a great job setting priorities for himself and his team and is 100% client-focused. He is adept at managing expectations at all levels (end user to senior management) as well as being technically up-to-date. I highly recommend Al.
Paul Keough
IT Service Manager at MMC - ****.******@******.***
As a manager supporting five different offices totaling 700+ colleagues in New England, Al demonstrated very good leadership and managerial skills in keeping service levels better than expected goals.
Additionally, he lead numerous large projects by providing oversight of collateral duties and organizing team resources to meet or exceed project targets while still meeting everyday workloads without missing SLA's.
Al has great interpersonal skills that helped him succeed in mentoring and coaching his directs to better perform and raise their productivity.
Brian Redden
Director of Operations at Chase - *****.******@*****.***
Al is one of the best IT professionals I have ever worked with. He is incredibly responsive and truly cares about the quality of the work he delivers. Al is also very proactive about his job. He sees problems before they come and does a great job of implementing solutions before they occur. Al also has a great customer service mentality and everyone enjoyed working with him.
John Arguoyan
Director at MCX - *****@*******.***
As the Director of the Quality Assurance organization I worked closely with Al. I have found his ability to manage his team and projects assigned, to be a big part of the many milestones reached and completed by our organization. Al is a proven skilled and very capable technical leader/manager who is always willing to help individuals to achieve goals and ensure the success of the company. Al is organized, well written and creates clear formulated presentations. It has been a pleasure working with him. Beyond any doubt, Al would be an asset to any organization and I highly recommend him.
Jerry Kimball
Local Technology Coordinator at MMC - *****.*******@***.***
Al was my manager at MMC.
I found working with Al to be straightforward and pleasant.
He was very passionate about helping however he could - whether it was someone on our team or a fellow colleague.
I would highly recommend Al and was disappointed to see him leave MMC.
Best regards, Jerry Kimball
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