Manager Support

KIM HOWERTON

High Point, NC ~ *********@**********.*** ~ Mobile 336-***-****

SUMMARY OF QUALIFICATIONS

* ***** ** ********** *** Support Management experience for teams up to 15 members.

Training/ certification in ITIL V3 Foundations and HDI Support Center.

Strong IT Analysis skills, including Project Leadership, Project Tracking, Business Analysis, Requirements Gathering, Specification Development, Client Onboarding/ Training, Application Customization, SLA Management, Capacity Planning, and much more.

Strong Team Building and Mentoring Skills

Experience in various industries including Manufacturing, Software Development, Shipping, and Banking/ ATM.

Available with short notice.

PROFESSIONAL EXPERIENCE

TDArx 3/2010 to Present

SERVICE DESK OPERATIONS MANAGER

Manage staff of 15 in around the clock model for both Compass ATM support and Service Delivery functions.

Successfully built out staff of 8 to a staff of 15, including expanding existing Service Desk from standard business hours to 24/ 7/ 365

Engage in Onboarding Process and Transition of all new clients.

Develop processes and procedures for the Service Desk based on ITIL standards

Evaluate new tools and engage in Change Management process

Define and develop strategies for Continuous Service Improvement (CSI)

Worked through transition phase with MSPs to gather information, document, develop procedures, training both internal resources and customer base.

Participated in weekly/monthly/quarterly reviews with customers.

Managed escalations, issue resolution with clients, including research, data gathering, and logs review

Involved in expansion of services to include ATM monitoring.

Extract data from internal and external sources for gap analysis, reporting KPI, measuring SLA compliance, and proactively identifying trends

Extensive use of Excel, including pivot tables, formulas, and macros

SOC SERVICES MANAGER

Recently transitioned to new role to start SOC services utilizing AlienVault as the SIEM solution.

NOC SERVICES SUPERVISOR

Successfully expanded Support Team for high profile client, COMPASS Bank and their ATM support.

Collaborate with NOC engineers on projects

Eventually managed that team which had expanded to 8 employees.

Trained, mentored, scheduled and supervised new analysts as they were hired.

LEAD ANALYST/ SUPPORT ANALYST

Made sure SLAs were being met and handled scheduling.

Set up standard reporting in Managed Workplace.

Managed Workplace administration - configuration of monitored devices – applied policy modules/adjusted thresholds based on customer requirements.

Administer ZenDesk ticketing system and collaborate with developers for integration with clients system. Also handled configuration, macros, and triggers for automation

Developed documentation, procedures, reporting.

Prepared presentation and participated in quarterly reviews.

Environment: Windows Server 2008/ 2012, Windows OS XP/ 7/ 8/ 10, MS Office Suite 2007/ 2010/ 2013; SQL; Software/ Packages - SalesForce, ServiceNow, Remedy, ZenDesk, ITGlue, Mattermost, SharePoint/ Teamwork Foundation Server; AVG Managed Workplace; AlienVault (SIEM)

Allen Industries 12/2006 to 10/2008

IT OPERATIONS COORDINATOR/ MANAGER

Manage IT Staff of 2 handling all Information Technology hardware, software, peripherals, and devices, as well as support.

Managed all Hardware/ Software evaluations/ assessment, procurement, installation and support.

Performed system maintenance and upgrades

System Administrator for Exact Synergy CRM/Project Management solution and Macola

Daily support for 3 locations as well as client interaction when custom solutions were necessary

Managed all user orientation and training (onsite and remote) on Synergy and related MS Office applications.

Queried SQL DB to troubleshoot data integrity issues

Developed reports using Crystal Reports

Caribbean Transportation Services (FEDEX) 4/2004 to 10/2006

PROGRAMMER

Software development and analysis of legacy systems for conversion.

Developed new EDI system for tax authority in Puerto Rico from ground up.

Carolina Cipher 10/1996 to 2/2002

PROGRAMMER ANALYST

Software Development – Manufacturing/Accounting Systems on legacy Open Source platforms.

On-site consulting to determine specific software needs for clients in a variety of industries and handled end user training.

Very hands on; involved in the development process from initial concept to final implementation

Medical Software Specialties 7/1995 to 10/1996

PROGRAMMER ANALYST

Software Development for legacy Medical Applications for Anesthesia Groups, including Training and Customer Support for insurance filing procedures, electronic claims and other billing functions

EDUCATION/CERTIFICATIONS

AAS Business Computer Programming

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