IT Support

~ IT Supervisor ~

QUALIFICATIONS PROFILE

Results-focused and goal-oriented professional with extensive experience in information technology management. Exemplify in-depth knowledge in managing IT support teams, as well as proven reputation in consistently delivering successful projects and optimizing processes. Demonstrate ability to lead technical teams, along with superior problem-solving, troubleshooting, time management, and communication skills. Display capability in adapting easily to rapidly changing environments to ensure bottom-line success.

AREAS OF EXPERTISE

Process Improvement

Program Development and Management

Training and Leadership

IT Management

Inventory/Resource Management

Operating System and Application Testing

PROFESSIONAL EXPERIENCE

DeVry University § Downers Grove, IL

Senior Endpoint Solution Specialist

2007–Present

Leverage industry expertise in overseeing IT escalations for disk operating system (DOS)/DeVry online services locations consisting of 1400 users; supporting the endpoint solutions supervisor for home office; as well as administering IT move projects from home office to offsite location

Effectively handle all assigned service requests and DOS remedy and service now queues

Function as a lead source of information for new colleagues on EPS team; liaison for Sprint mobile services to home office and remote users; lead technical resource for both large and small projects; and point of contact for the CEO regarding hardware and mobile needs

Closely supervise inventory to maintain accurate and adequate stock levels of computer hardware and peripherals

Take charge of escalating high-impact or VIP technology issues; developing and cultivating productive working relationship with customers; and collaborating with business leaders to forecast hardware and support needs

Expertly conduct basic training regarding PC usage, corporate network connection, and peripheral usage

Guarantee effective communication and project escalation in association with IT teams

Efficiently install, configure, and repair computer system hardware, operating system, software, peripherals, Voice over Internet Protocol (VoIP) telephones, and A/V equipment

Capitalize on technical aptitude in providing onsite and offsite end-user support and testing operating systems and applications for final image builds

Career Highlights:

Made substantial contribution in migrating more than 700 remote national users and expertly overseeing the security assets

Provided expert oversight to the migration of the organization’s wireless and mobile device program impacting more than 1500 users that generated substantial annual cost savings

Directed the establishment, documentation, and execution of technology processes and procedures

Received the Legacy Service Award in 2009 and Ron Taylor Award in 2011

Exelon § Oakbrook, IL

Executive, Site, and Desktop Support

2006–2007

Kept the database for response request and site visit cleanup by engineers updated

Rendered keen oversight to video conference setup and supported 35 executive red alert mobile request

Took charge of maintaining two primary shared drives; executive assets database; and Main Distribution Frame (MDF)/Intermediate Distribution Frame (IDF) notebook which consisted of rack layouts for computer and phone equipment

Career Highlight:

Played an integral role in initiating remote database, which streamline the tracking of service disruption reports

Ingram Micro § Carol Stream, IL

Team Leader

1996–2006

Spearheaded the development of inventory controls system product consolidation project

Assessed and recorded inventory of received products and systems adjustments of product

Supervised shipping error reports while reporting results to senior customer service on a weekly basis

Directly reported to the operations manager regarding shipping and assisted the department manager

Arranged activities and coordinated resources, while executing results-driven solutions

Career Highlight:

Facilitated a senior lead survey used by submitted to employees on a bi annual initiative to determine if employees are satisfied with their department leadership.

EDUCATION AND CREDENTIALS

Master of Information Systems Management with Concentration in Health Information Systems Management

Keller Graduate School of Management Addison, IL

Bachelor of Science in Technical Management with Concentration in Computer Information System

DeVry University Downers Grove, IL

Associate in Graphic Design

Savannah College of Art and Design Savannah, GA

HP Servicing Desktop / Workstation Certification

COMMUNITY INVOLVEMENT

Susan G. Komen Cure for Cancer

TECHNICAL ACUMEN

Microsoft Exchange SharePoint Document Express Blackberry Enterprise CIPC Voice over Internet Protocol (VoIP) Salesforce Imagenow Behavioral Analytics Software Software as a service (SaaS) Application Service Provider (ASP) Touchnet Mattersight

Contact this candidate