Senior Manager, IT Support

Beverly R George

**** ********** *****, **********, ** 63033

314-***-**** **************@*****.***

INFORMATION TECHNOLOGY SUPPORT AND DELIVERY LEADER

PROFESSIONAL PROFILE

Focused, take charge leader that sets high standards, motivates teams to be results oriented and demonstrates the ability to develop strategies, think critically as well as make sound decisions. Responsibilities include managing a $1-2 million outsourced Managed Service program and acting as a trusted advisor to executive management for strategic planning associated with corporate goals, business objectives and new service offerings. Demonstrated expertise in:

People Development, Mentoring, Evaluation and Retention

Collaboration with End User Communities and Satisfying Business Needs

Transforming Underperforming Business Operations

SELECTED ACCOMPLISHMENTS

Implemented Macintosh Support and Deployment service offering within budget and on schedule

Raised Customer Satisfaction from 92% to 99% in four months and maintained for four years

Saved $262,000 in staffing costs by implementing training programs and flexible support models

Reduced Desktop Cost per Incident, saving $37,200 annually through Change Management standard changes implementations

Managed Windows 7 Deployment Project

EXPERTISE AND CERTIFICATIONS

Quality Assurance

Data Analytics

Project Management

ITIL

Technical Training

Service Center Management

Vendor Management

Desktop Support Management

HelpDesk Institute

Process Improvement

Relationship Management

Change Advisory Board

Deployment Services

Performance Management

CompTia A+/Network+

EXPERIENCE

Strategic Staffing Solutions, St Louis, MO August 2012 – August 2016

Senior Manager, IT Services and Support

Lead a world-class North America support and services organization of over 55 employees that provide end user services utilizing flexible support models

Developed a three-year strategy to implement process and revive training to support the adoption of ITIL best practice. Increased Service Desk Customer Survey response rate by 10%, 30% increase in First Level Resolution and decreased Service desk analyst call handling times by 55%.

Maintained a 99% Customer Satisfaction and decreased break/fix resolution time by three days for Desktop Support Incident Resolution.

Redefined resource management practices and workload management activities through ticketing data analysis and a follow-the-sun staffing model. Decreased staff overtime by 45%.

Served as Knowledge Owner, ensuring accurate standard operating procedures

Launched the Customer Advocacy Program through Business Analytics to provide face to face customer experience feedback and business needs. Customer Knowledge base including 500+ user FAQs decreased reporting Incidents by 35%.

Appointed to lead Process Acceleration Team for Incident Management. Responsible for aligning global service desk procedures through Incident Management best practice.

Developed Performance Management Program through skill assessments, coaching and goal discussions. Internal promotions and Rewards and Recognition Program for high-performing team members.

Our365, St Louis, MO April 2012 – August 2012

Manager, Service Desk and Digital Support

Provide leadership to 15 Senior technical analysts who provide hardware and software support for digital and desktop hardware.

Implement help desk foundational processes such as Call Handling best practice and incident management. Decreased Call Abandon Rate by 62%.

Implemented structured leadership including metrics, scheduling, and information sharing.

Federal Reserve Bank, St Louis, MO July 2005 – April 2012

Supervisor, Service Desk and Desktop Support Services

Lead, develop and manage technical support analysts and technicians who provide 8th District users with hardware and software problems. Promoted from Analyst to Supervisor in 2008.

Successfully led 20 analysts and 15 technicians who provided phone support to 8th District Federal Reserve customers and Level II Desk side escalation support.

Selected to serve on Incident, Problem, and Change focus groups for ITIL implementation and adoption.

Co-managed Access Management staff and activities related to fulfilling AD group access, application access and security approvals

Implemented Staff Exchange Program, which provided cross-functional support and eliminated a single point of failure resulting in 99% customer satisfaction and a two-day decrease in incident resolution.

Responsible for hiring, developing, coaching, and retaining a qualified staff of 35 employees.

Managed several business projects encompassing resource allocation, budgeting, impact and risk analysis.

Anheuser Busch, St Louis, MO February 2004 – July 2005

Technical Support Analyst, Contractor

Provided technical support via phone and e-mail. Provided desktop support for escalated issues.

Created ticketing tool templates to enhance analyst productivity and efficiency.

Education

Kaplan University – Currently Enrolled

Major: Business Administration / Accelerated Masters Program

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