CHRISTOPHER V CASALE

**** ******* **, *****

FL, 33615

ac6fcg@r.postjobfree.com

813-***-****

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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