Customer Service Technical Support

Randy McGraw

*** ****. ***** ****, ***** ***** 214-***-**** ********@*****.***

Technical Support Manager

A distinguished and dedicated IT Leader with 15 + years in a diverse range of technologies within large and small enterprises, title and insurance enterprise, Retail and SaaS operations. Drive strategic direction to align with IT Support Department and Corporate goals and business objectives. Demonstrated success managing systems, directing strategic refresh, leading large complex projects, ensuring quality assurance, supporting product development, internet technologies and service delivery. Well organized, results oriented individual with proven ability to implement standards, solution providers, procedures and processes that will improve business functionality. Strong management skills, capable of leading, mentoring, developing and coaching individuals to maximize levels of productivity, while forming and fostering a cohesive team environment.

Qualification Highlights

Leadership

Service Delivery

Project Management

Strategic Development

Quality Assurance

Team Building

Associate Development

Client/Server Technology

Project Engineering

Enterprise Resource Planning

Vendor Management

Internet Technology

Relationship Building

Asset Management

Career History

RealPage, Carrollton, TX APR 2012 – SEPT 2015

Manager III Technical Support

RealPage is one of the leading cloud SaaS property management companies in the industry. Currently supporting the entire RealPage campus, and East, and West coast locations. Managing desktop, mobile and production services teams. Helping the team to better align with the comsumeration of IT concept and customer requirements to operate in customer mobile space. Manage several IT teams within engineering, and desktop. The teams operating with responsibilities around Active Directory, Desktop and Mobile. Implementing the changing environment of ticketing software such as Service Now while clearing the Altiris ticketing software in an appropriate timeframe to not interfere with normal SLA standards set in place.

Defined technical support strategy and roadmaps across the all IT and development partners to help deliver the right architectural solutions to meet customer requirements.

Organized and built a high functioning support organization through incentive base rewards for delivery excellence.

Responsible for technology contacts and worked with several vendors to ensure hardware & software ROI was achieve with the companies best interest in mind.

Redefine organization to align with new IT objective and Business deliverables.

Implemented new process flow for SOP and SLA procedures

Developed a standard set of service level metrics across the enterprise which were segmented for the end user group.

Provided process, management and direction to a staff of 9 Service Desk engineers/technicians.

Worked with Sr. Director of IT to ensure all process and services for Service Desk and Information Security were maintained and running accordingly to audit controls.

Responsible for monitoring and delegating Service Desk requests via (Service Now) while maintaining ITIL best practices.

Evaluate, analyze and report service level metric results, coordinate activities to resolve performance variances and refine SLMs as needed to support the organization.

On the conversion team to convert from Altiris Ticketing system to Service Now.

Managed the yearly budget for Desktops/Laptops, peripherals and miscellaneous equipment.

Develop and managed a consistent above satisfactory level of support for over 3500 users.

Provided KPI reporting to management/executive management.

Responsible for providing updates to leadership management of known issues/outages and recommendations for better improvements on processes, equipment and technology.

Managed and provided network/telecom first/second level of support.

Managed and maintained inventory control of all IT related equipment.

Responsible for managing and maintaining asset destruction while following HIPAA guidelines.

PC/Laptop Imaging, Active Directory administration, end user support.

Managed moblie/Wi-Fi devices.

Responsible for all company AV equipment including, video conference, projectors.

ITIL Fundamentals implemented to align the way we provide the service needed to operate in an orderly fashion. Implemented new strategies and design that would effectively improve on the operation and functionally of the Service Desk while maintaining the ability to continue to improve as needed. Changes consisted of additional personal, implementation of shifts, technical responsibilities, and goals and controls for technician performance.

Flexi Compras, Dallas, TX AUG 2011 – MAR 2012

Technical Support Rep

Responsible for providing customer service support to 29 locations. Monitor and manage all network connectivity in all locations. Systematically provide support for moves, additions and changes in each location as needed. Support is provided while maintaining a professional working relationship with all managers in the field.

Sarcom (USI Holdings), Dallas, TX APR 2011 – AUG 2011

Manager Technical Support

Responsible for managing a team of Support technicians and Field technician in providing customer service support to 95 locations across the United States. Monitor and manage all network connectivity in all locations. Systematically organize moves, additions and changes in each location as needed. Support is provided while maintaining a professional working relationship with the field.

Implemented a metric system for the helpdesk for more efficiency.

Implemented a Team environment on the Support desk and the field.

Strengthen the communication link between to customer and the support desk.

PGP Title (formerly: Centex Title), Dallas, TX AUG 1996 – DEC 2010

Manager Technical Support

Responsible for providing customer service support to 86 locations across the United States. Monitor and manage all network connectivity in all locations. Systematically conduct moves, additions and changes in each location as needed. Support is provided while maintaining a professional working relationship with all managers in the field.

Participated in PC upgrades for the company, in which I upgraded 13 locations, the largest amount of offices upgraded to Dell computer equipment in the I.T. department.

Implemented a metric system for the helpdesk for more efficiency, increased ticket resolutions by 25%.

Provide networking/desktop support and perform mainframe and account maintenance tasks. Earned commendations for teamwork, flexibility and work excellence in providing IT support to Executive Staff.

Provide project management assistance for opening, closing, and/or moving all locations by fully handling all aspects of the appointed task.

Participated in planning and successfully executing a Microsoft Exchange software migration.

Participated in planning and successfully implementing new Title Escrow software.

Implemented “Doc’s on Disc” for the company, which consist of title closing information for all of the clients closing on homes or commercial properties.

Planned and managed the HP computer upgrades for the company, in which all Dell equipment would be replaced HP.

Consolidated the production inventory for two divisions. Also coordinated the re-inventory and disposal of the remaining equipment.

Asset management of all equipment into spreadsheets for accounting audit.

Managed all cable management for networking equipment in the IDF closet in our corporate location.

Participated in the Management Action Program, (MAP) consisting of is a week of management training and workshops.

Additional Information

Qualifications:

Advanced knowledge of MS Windows up to Windows 10

Proficient in all versions of Microsoft Office

Microsoft Exchange administration

Network Printing installations/Configurations

Microsoft Outlook configurations

Ghost/MDT Imaging

Drive Mappings/Permissions

Active Directory

Bit locker/Symantec encryption

Symantec/Veritas Backup Exec

Dell, HP, Toshiba, Lenovo, Apple Desktops/Laptops

Avaya, Cisco VOIP, UCCX

Blackberry/IPhone/IPads/Android configurations/setups

Customer Service skills

Asset Inventory Control

Adobe Suite support

Ticketing Software: Remedy, Track-IT, HelpStar, Altiris, and Service Now.

Related Course Work: American Management Association

Time Management

Essentials of Budgeting

Technical Project Management

Apple OS Training

Computer and Network Security

MS Presentation Training

Education

Franklin D. Roosevelt H.S. Dallas, TX May 1984

Northwood University Cedar Hill, TX Current

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