Manager Customer Service

Matthew Hilby

Chicago, IL ● 217-***-**** ● **********@*****.***

I am an enthusiastic, experienced, and results producing Global IT Manager who has a proven record of accomplishments in planning and leading comprehensive IT strategies in support of business goals and objectives. I have expertise in planning, steering, and executing multiple projects in coordination with all IT departments throughout the company. In addition, I am adept at communicating with executive management, external vendors, and internal departments to coordinate overall IT efforts. During my leadership tenure, I have demonstrated success by driving objective oriented development and strong team leadership skills that help deliver exemplary customer service both internally and externally. Attributes

Project Management

Vendor Management

Team Leadership

Customer Service

Global Service Desk Management

Technical Support

Executive Communication

Budget Management

Experience

Guaranteed Rate,Information Technology Division:IT Support Services

VP of IT, Nationwide IT Support Services (November 2017 - March 2018) Responsibilities

■ Led 3 support divisions which consisted of 32 employees based out of Chicago that provided production and project support for desktops, networks, cloud, telecommunications, and business critical applications nationwide

Assisted in ticket escalation from my team and worked with the level 3 team as needed

Worked with the EVP of IT and HR to realign the team for future growth and expanded responsibilities internally

Maintained and created relationships and re-negotiated pricing with 4 vendors Key Accomplishments

Decreased call wait times from 18 minute hold times to less than one minute by improving processes with calls and how the team handled them

Decreased overall tickets from over 1800 open and not resolved to less than 200 open at a given time and being actively worked on

Created a metrics driven support team to align with key business initiatives Gogo LLC,Platform and Services Division:Corp IT Support Services

IT Manager, Global IT Support Services (October 2015 – August 2017) Responsibilities

Led a 15 person team based out of Chicago, Colorado, and India that provided production and project support for desktops, networks, cloud, telecommunications, and business critical applications worldwide

Assisted in ticket escalation from my team and worked with the level 3 team as needed

Worked in coordination with multiple teams to open 2 new locations in the country

Worked with the VP of Corporate IT and HR to realign the team for future growth and expanded responsibilities internally and globally

Maintained and created relationships and re-negotiated pricing with 8 vendors locally Key Accomplishments

Saved Gogo $400K by switching and working with multiple vendors to procure equipment in 12 months

Cleaned up and maintained all cell phone lines and plans saving $100k per month

Renegotiated new terms and plans for the corporate cell phones across 3 carriers bringing overall costs down over

$10k per month

Launched Sophos across all corporate devices replacing Symantec

Launched Win 10 across all corporate devices upgrading from Win 7

Implemented Jamf (Casper) Mac management suite to secure, inventory, and maintain Apple products Wintrust Financial Corporation,Information Technology Division:Wintrust Information Technology Services (2006 – 2015)

IT Manager, Support Services (February 2013 – October 2015) Responsibilities

Led two divisions (Service Desk and Telephony) which comprised of 16 employees that provided production and project support for desktops, networks, telecommunications, phone systems, and business critical applications nationwide

Key Accomplishments

Created new divisions (Field Tech and Service Desk roles) with our organization to support internal growth

Created new job descriptions based on new responsibilities for my teams

Created core competencies for each position within my teams

Created an internal job workflows related to core competencies to demonstrate internal growth within my teams

Created a new internal internship program within our Engineering Services division for more experience, knowledge, and growth for my teams

IT Manager, Service Desk (March 2009 – February 2013) Responsibilities

Led a 12 person team that provided production and project support for desktops, networks, telecommunications, and business critical applications nationwide

Supported two different infrastructure and application environments: 3500 users in Wintrust banking and Wintrust Mortgage facilities across the country and Canada

Prepared the departmental budget for the IT Service Desk, in coordination with overall IT budget for the corporation

Included variables and complexities such as operational changes, organizational changes, and future growth of all entities in the overall IT budget for the corporation

Changed and proposed new projects, equipment, and software to align with current state of the growth and business

Key Accomplishments

Created policies/procedures, and consolidated a new 6 person IT team from Wintrust Mortgage within 6 months into our existing team

Converted and coordinated more than 21 banking and 19 mortgage locations to our network and systems working with multiple departments across our organization, up to 5 in one evening

Supervisor, Service Desk (March 2008 – Feb. 2009)

Supervised 9 Network Administrators

Planned, managed, and setup over 12 new banking locations in the greater Chicago land area

Planned, implemented, and managed the conversion of 19 banking locations, up to 5 locations in one evening

Maintained all software and hardware upgrades for all business critical applications and equipment

Reviewed audit and DR procedures with company to fit business needs

Reviewed and recommended new software and hardware to upper management for implementation into our environment

Maintained asset management for all systems utilizing FrontRange Discovery and DSM systems

Network Administrator (Nov. 2006 – Feb. 2008)

Handled technical troubleshooting within an enterprise environment with 1,800 users, 2,500 devices and 90 locations

Traveled across Chicagoland and state lines to work directly with the customer on a weekly basis

Engaged and tracked with responsibility for the timely documentation, escalation (if appropriate), resolution and closure of trouble tickets

Education

Zendesk Administration Certification Training – San Francisco, CA ● August 2017 Zendesk 101 & 201, Training Classes

DeVry University – Tinley Park, IL ● August 2003 – June 2006 B.S. in Network and Communications Management, Computer Networking and Communications Southeast Missouri State University – Cape Girardeau, Mo ● Aug 2002 – May 2003 Major in Business Administration, Business

Technology Summary

Systems: Okta Admin, Zendesk Admin, Skype for Business Admin, Slack Admin, Box Admin, OneDrive, O365 Admin, Windows OS, Mac, JAMF, MobileWare, Mimecast, Confluence, Citrix Xen App, ITIL v3, FIS/ISDBO Security Admin, FrontRange Product Suite Admin, ITSM Admin, Windows Server, MS SharePoint, MS Exchange, VMWare, Citrix Sharefile Admin

Hardware Lenovo laptops/desktops, Cisco routers/switches/WAN/LAN, Barracuda firewalls/proxies, Net App storage devices/SAN, HP PC’s/thin clients/ printers/servers, WYSE thin clients Software: MS Visio, MS Office, Symantec Backup Exec, Barracuda Firewall Admin, Baker Hill, Laser Pro, Sophos Security Suite Admin, FrontRange Discovery/DSM/ITSM

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