Desktop Support Manager
Resume:
WADE E. WASSON
Fort Collins, CO
**********@*****.***
https://www.linkedin.com/in/wadewasson/
SUMMARY
Information Technology management professional with over 15+ years of experience for Fortune 500 company encompassing 75,000 endpoints worldwide (SCCM), in a multi-site environment (45 offices). Highly knowledgeable in all IT areas, excels working in a fast-paced environment, with an excellent sense of teamwork, trust, and loyalty. Consistently delivered applications to meet customer's critical business requirements. Expertise in:
IT Service Management
Cross-Functional Team Leadership
Vendor Management
Process Improvement
Project Management
Financial Planning & Management
Strategic Planning
EXPERIENCE
Campbell Union High School District, San Jose, CA 2018 – Present
Information Technology Support - short term contract
Managing the roll out of new Mac and PC laptops for the teachers in the school district that work in 6 high schools in the San Jose area.
SEAGATE TECHNOLOGY, Cupertino, CA 2001 to 2017
IT Senior Manager
Plan and direct daily operations of desktop and network operations staff with well defined metrics. Introduced service delivery processes and improvement plans through ITIL. Implemented service level improvement projects with Six Sigma methodology. Provided excellent budgeting and expense control. Offered Support for Oracle Cloud based ERP systems.
Created SLA's for Response and Resolution of incident tickets (Remedy) (Service Now) that improved company wide metrics from over 4 hours to under 30 minutes mean time.
Designed an ITIL Service catalog.
Created top 10 (CTI)reports then developed self help articles on those topics reducing end user down time.
Lead IT World Wide Offsite meeting team that saved the company over $100,000 each year in reducing Hotel Internet and phone charges during global offsite meetings (CES, Australia, New Zealand, Hawaii, Canada, and US sites).
Managed IT On boarding activities during company Mergers and Acquisitions in the US West Coast region.
SEAGATE TECHNOLOGY, Scotts Valley, CA 2000 to 2001
IT Manager
Manage the desktop support staff in Scotts Valley and San Jose CA. Hiring, administration, performance evaluations, and employee development. Ensured client satisfaction and staff motivation. Act as an escalation point for desktop client activities, and provided clear and timely communication to senior management and customers.
Developed business case justification and cost/benefit analysis for IT spending and initiatives saving the company $80,000 a year.
Provided ROI on compute devices during our 3 year life-cycle project (Dell. Lenovo, HP, and Microsoft)
SEAGATE TECHNOLOGY, Scotts Valley, CA 1999 to 2000
SV/SJ PC Support Supervisor
Provide day-to-day supervision of the desktop support team of over 15 employees that support up to 1200 PC users. I assist in development and improvement of policies and procedures. Train new technicians in the technical aspect of their job. Prepare weekly reports and analyze metrics to plan service improvements. Motivate and discipline staff as needed.
Created Knowledge management documentation saving the company time on Tier1 troubleshooting.
Created Organizational Development goals reviewing them each quarter with two performance reviews each year.
Created report metrics (Crystal Reports) for Senior management each month.
COTELLIGENT, at SEAGATE Scotts Valley, CA 1997 to 1999
Project Manager
Manage 10 employees that provide Helpdesk/Desktop Support for the Seagate campus. Have extensive knowledge of Seagate policies and procedures and have developed good working relations with other Seagate IT personnel consisting of many other departments. Act as an escalation point for customer service, desktop support issues, and provide executive level support.
Managed talent acquisition and retention.
Developed Root Cause Analysis saving the company time on resolving cases more quickly.
EDUCATION AND TRAINING
Evergreen Valley College, San Jose, CA
Computer Information Systems, Distinguished Honor graduated while serving in US Army, demonstrated leadership and a high degree of professionalism. Six Sigma Brown belt certification (voted best project out of 40), ITIL trained.
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