*** **** ***** ****, ******, SC ***** Jeff Metcalf 864-***-****, ac1n4y@r.postjobfree.com

SENIOR IT SERVICES MANAGER

Offers 15+ years of experience in IT leadership, developing and managing robust technical infrastructures and support departments to maximize ROI, cost savings, and operational effectiveness. Adept at building technology cultures where reliability, security, and service enable field staff to effectively utilize personal devices, networks, and business applications to achieve corporate objectives. Excels in guiding and mentoring customer-focused helpdesk teams to troubleshoot and resolve even the most challenging of IT issues. Core competencies include:

IT Strategy & Management System Architecture, Design & Integration Application Development Helpdesk Support Vendor Relations

Project Management Budget Administration Process Improvement Training & Development Network Security Disaster Recovery

Virtualization SQL Server Windows Server VMware ISCI Storage Microsoft Dynamics & Excel Great Plains Fieldpoint Alert

Career Track

Tech 24 Commercial Foodservice Repair, Greenville, SC – a leader in foodservice equipment repair and maintenance services

IT Director 2009 to 2017

Managed a $2.5M budget and eight direct reports in support of 600+ end users, 35 million database transactions daily, and 250,000 service requests annually. Recruited, developed, and led a highly-skilled technical team, including a DBA, business analyst, helpdesk technicians, and network engineers, committed to superior customer service and performance. Ensured rapid response to desktop, laptop, device, and system challenges. Addressed escalated mission-critical and chronic technical issues.

Established IT vision, strategy, and infrastructure aligned with corporate priorities/goals as business grew from $20M to $100M+.

Improved reliability, efficiency, and security by migrating business systems from Windows NT to Windows 2012 Datacenter Server, VMware, and SQL Server with 80+ terabytes of connected storage.

Virtualized the entire data center. Implemented Great Plains Accounting, Great Plains ERP, Fieldpoint Alert Field Service, and Microsoft CRM using Windows 2012, Exchange 2010, and SQL Server 2014.

Deployed web-enabled/mobile technology that provided field/service staff with real-time access to key data.

Developed an inventory analytics tool to automate the stocking/repair parts process, boosting efficiency 22%.

Introduced FRED (Foodservice Repair Email Dispatcher), which processed seven million email requests and responses over the last three years alone and enabled technicians to check in and out of service calls without using an IVR system, saving an average of 15 minutes per call and allowing more calls to be made each day.

Saved 1,500 technician hours per year while upholding quality standards by streamlining support systems.

Applied inventory usage analytics to make substantial changes in stocking levels for 500 service vans based on customer needs and usage, reducing dead inventory on each van by an average of $5K and propelling first-trip fix rate from less than 30% to 70%+.

Enhanced fleet and technician management by leveraging van GPS data, which was received and processed every 60 seconds, to re-assign service requests as needed to match geographic locations.

Provided IT direction throughout one merger and one acquisition.

Seamlessly relocated the data center to a new building with zero client impact or downtime using, Zerto, VEEAM, and BGP.

Negotiated with Verizon to secure a $20K reduction in the monthly phone bill.

Computer Plus Sales & Service (C-Plus), Greer, SC – a South Carolina-based provider of onsite IT services

Vice President of IT 2002 to 2009

Held responsibility for IT department operations, including coordinating and managing day-to-day activities pertaining to infrastructure design, development, and function. Interfaced with executive team regarding major systems-related projects, including implementations, upgrades, conversions, and decommissions. Negotiated and administered vendor contracts; forged positive vendor relationships. Tracked and documented end-user service requests. Assisted end users with desktop problems; served as advanced technical support for escalated IT challenges. Managed and monitored network security for potential breeches. Resolved hardware/software issues to restore system security, connectivity, and reliability.

Installed Great Plains Accounting, Alert Field Service, and Microsoft CRM using Windows 2000, Exchange 2003, and SQL Server 2000. Migrated systems from Windows NT and Access to Windows 2003 Server, XP, and SQL server with zero downtime.

Developed and deployed a revenue and cost-based sales commission program with customer analytics.

Introduced web enabled/wireless technology (ASP) for field/service staff, allowing for online management of service calls and real-time access to key data.

RightSource, Greenville, SC – an innovative content marketing agency serving as the marketing division of IBM

Technical Director 1999 to 2002

Guided two technicians in designing, developing, and installing intuitive marketing applications used by the IBM salesforce at national tradeshows/events. Translated feature requests from stakeholders into well-designed, reliable tools that simplified complex business challenges. Advised staff on application/equipment usage; troubleshot and resolved issues.

Analyzed competitors to gain an edge when designing and developing compelling, differentiated demos.

Developed and conducted a hands-on product certification and training course for all new demo staff.

Eliminated $80K in shrinkage annually by building a custom inventory control system to manage $5M+ in equipment.

Installed, managed, and maintained Tivoli servers and end users.

Military Service: Operations NCO – Squad Leader, Platoon Sargent, United States Army 54BL5 (NBC Specialist)

Certifications

Microsoft Certified Professional (MCP) Windows NT Server Windows 2000 Server Microsoft SQL Server

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