Profile
Talented and accomplished IT management professional with demonstrated success and strong aptitude to increase reliability, maximize productivity, and introduce system efficiencies. Expertise in overseeing technology improvement initiatives and aligning services with business goals. Well versed at managing support staff and leading enterprise-wide implementations with a solid background in consulting, project management, and business development. Excellent technical, problem solving, verbal/written communication, and leadership skills.
Contemporary Summary
I am currently leading a support staff comprising two Team Leaders and their respective technicians. Our focus is finite and siloed. I am seeking a leadership position in a broader range of IT support.
Experience
Date of Employment : 1/30/2017
Vantiv
Houston, Texas
Leader –Operations, PC Support
Manage a staff of 15 technicians and 2 Team Leads
Oversee attendance, PTO, and Payroll
Responsible for achieving Call Handling Goals. e.g. handle time, soft-skills
Responsible for achieving Team metrics. e.g. first-time resolution, productivity, SLA, et al
Customer Service and Technical Support oversight of our off-shore support personnel
Training and Career mapping/advancement
Gather, Consolidate, and Disseminate Intra-departmental priority information affecting CS and Tech staff members
One of the senior administrators of our proprietary account management, processing, and customer interface application (RAFT/IQ)
Lync Group Chat Administrator
Experience
Date of Employment : 10/1/2015
Regent Technology Services
Houston, Texas
Manager, ICT Consulting
Facilitate Information and Communications Technology services to all external clients
Create and manage service contracts and SLA’s
Hire, train, and direct daily operations for all support staff
Oversee Infrastructure design, implementation, and support for client networks, including virtual technologies e.g. Hyper-V and VMWare
Engage and liaise with client IS vendors and other service providers
Other ad-hoc technology requests from external clients
Experience
Date of Employment : 9/23/2014
Arrow Child & Family Ministries
Houston, Texas
IT Network Administrator
Manage Active Directory across multiple domains
Manage the development, implementation, installation, and operation of information and functional systems for the ministry
Ensure data security, and compliance with legal regulatory provisions
Provide support to end users in the selection, procurement usage and maintenance of software programs and hardware
Provide end user computer support as needed
Manage computer operation scheduling, backup, storage, and retrieval functions
Troubleshoot and correct computer and network equipment problems/malfunctions
Maintain phone systems and voice mail for all Texas and California Offices
Develop, maintain, and test disaster recovery plans
Shares/transmits the mission and vision of Arrow Child & Family Ministries to staff and to clients and families served
Perform all duties within contract, state and federal regulations, Arrow policy, HIPAA, and COA standards
Design and coordinate Infrastructure implementations on all new office locations
Experience
Date of Employment : 8/31/2008
University of Texas MD Anderson Cancer Center
Houston, Texas
Manager of Server Applications
Direct daily operations of support personnel
Ensure business continuity through availability of high-profile applications
Management, maintenance and growth planning of NetApp Filer
Support Virtual Server environment for Training division
Responsible for employee evaluations, budgeting, training and staffing
Professional Education
George Washington University Washington, D.C.
Certificate of Completion, Systems Integration Project Management