IT Manager
Resume:
CHRISTOPHER V CASALE
FL, 33615
***********@*****.***
SUMMARY
Dedicated IT Manager with over 15 years’ experience in infrastructure, service desk and desktop support environments. Managed teams of up to 15 direct reports, developed staff, created budgets and SLA. Technical expertise in networking, hardware, virtual machine, project management, Microsoft based servers, desktops, and laptops.
Skills
Active Directory, Desktop/Laptop, DHCP, DNS, Hardware, LAN/WAN, ITIL, Networks, NAS, SAN, Server, SLA, SOX, TCP/IP, VMware, VOIP, VPN, Windows 7/10, Windows Server 2008/12/16
EXPERIENCE
Director, Information Technology 2017-present
Synergy Equipment, Valrico, Florida
Managed a team of 3 IT Professionals in the daily activities of the IT Organization
Served as the head IT professional for the entire company with management and oversight of the entire IT organization
Responsible for all IT network, hardware, and software related issues for a user base of over 700
Instrumental in the rapid expansion and deployment of new company locations throughout 3 states.
Spearheaded the conversion from managed services to in-house owned and supported firewalls, switches and AP’s
Designed and executed the conversion from a workgroup based to domain-based environment
Audited and ensured compliance with multiple software vendors
Managed and coordinated urgent and complicated support issues
Served as top escalation point for all technical issues
Implemented a comprehensive incident/problem management-based resolution process
Manager, Enterprise IT Service Desk 2013-2017
Masonite International, Tampa, Florida
Managed a team of 8 IT Professionals both locally and remote in the daily execution of the IT Service Desk
Develops Service Level Agreements to set expectations and measure performance enterprise wide
Researched, designed and implemented an ITIL Service Desk structure for all manufacturing and sales warehouses
Managed and coordinated urgent and complicated support issues
Responsible for all IT network, hardware, and software related issues for a user base of over 4000
Researched and recommended innovative process improvements and methodology which leveraged resources
Negotiated contracts with multiple vendors to provide best value and solutions
Worked with outside auditors to bring Service Desk process and procedures SOX compliant
Trained, coached and mentored Service Desk and Desktop Support Analysts
Served as project owner and facilitator for enterprise wide ITSM software rollout and implementation
Managed and developed a process for communicating outage/emergency activities to the organization
Manager, Enterprise Information Technology 2011-2013
JJ Taylor Companies, Tampa, Florida
Managed a team of 6 IT Professionals both locally and remote in the daily execution of their job functions
Administered and maintained over 200 physical and virtual servers across 7 geographic locations
Researched, designed and implemented an ITIL Service Desk structure for all distribution centers
Responsible for all IT network, hardware, and software related issues for a user base of over 1000
Functioned as System Administrator for Windows 2003/2008/2012 based servers
Partnered with various vendors to deploy process improvement based solutions
Administered SANS, VM’s, firewalls, switches, VPN and routers
Developed individual goal plans for IT professionals and trained new hires
Served as project manager for VPN provider transition
Developed asset management/lifecycle practices and policies
Manager, Information Technology 2008-2010
T-Mobile USA, Tampa, Florida
Managed a team of 4 local Information Technology Administrators in the daily execution of their job functions
Responsible for all IT network, hardware, and software related issues for a user base of over 700
Administered and maintained over 900 combined Dell desktops, HP laptops, and HP servers
Customized, tested, imaged, deployed and supported Windows XP, Windows 2000, and Mac OS desktops and laptops
Performed both helpdesk and desktop support for a local user base of over 700
Interviewed potential new hires and developed Individual Development Plans for current team members
Functioned as technical escalation point of contact; resolved highly technical issues for local customer group
Created and implemented a Differentiated Service program which involved complete trouble ticket ownership and resolution
Administrator for local Windows 2003 File Server with over 1500 local shares
Technical Support Manager 2004-2008
VeriFone, Clearwater, Florida
Managed the daily activities of a 15 member technical support team in a call center
Served as technical escalation point for critical customers issues; followed up to ensure complete resolution
Conducted performance reviews on team members and ensured SLA’s were met or exceeded
Conducted interviews for potential new team members and developed promotion plans for existing members
Conducted training on proprietary products to both new hires, and advanced training to existing team members
Assisted in taking incoming calls when service levels dictated
EDUCATION
Computer Programming and Information Systems 1986-1989
Queensborough College, Bayside, New York
Over 70 credit hours completed towards degree.
Studies focused programming languages (COBOL, JCL, PL1, Assembly Language)
Certifications and Training
United States Air Force 1990-1999
ITIL v3 Foundation Certified 2013
ITIL v3 Intermediate Certified 2016
MCSE Windows NT 2000
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