Information Technology Manager

HOWARD L. HAIRSTON, JR.

Clemmons, NC ***** 336-***-****

www.linkedin.com/in/howard-hairston

acxlm4@r.postjobfree.com

SUMMARY

Information Technology Support Manager for a functional area of 16 team members for nine years. Known for selection of team candidates, interviewing and establishing the training process. Conduct monthly team meetings that would include inviting pertinent members from the business side as warranted. Maintained the highest Employee Opinion Survey (EOS) scores for the past four years out of a group of 30 plus managers. Led the team that maintained the best service levels of the seven functional areas.

Strategic Planning

Risk Assessment

Corporate Training

Team building

Communication

Problem Resolution

Resource Management

EOS Scores

Relationship building

PROFESSIONAL EXPERIENCE

LOWE’S COMPANIES, North Wilkesboro 2007 – 2016

IT Services

Support Manger (2007-2016)

Participated on a team of 12 Support Managers that reported to a Senior Manager and the department Director. Responsible for staffing and training the Password Management Team.

Frequently recruited as an interview panel member to select the best candidates.

Trained Fellow Support Managers on interviewing to improve their interview skills.

Worked with the Quality Assurance, Analytics and Work Force Management Teams to improve performance levels on KPIs, daily reporting, scheduling and adherence to maintain high efficiency and balance resources.

Served as a departmental liaison within the broader IT group and business units to ensure changes in technology resulted in minimum out of service incidents that would have resulted in loss of time and money.

Functional knowledge of MicroSoft Suite tools that were used daily.

Working knowledge of support center systems like ACD, Remedy, Exceed and putty used in daily operations of the Password Management Team.

Excellent problem solving and interpersonal skills used daily in the successful operation of Password Management.

Quarterly performance management reviews and goal setting used to focus the team on corporate and departmental directives.

HOWARD HAIRSTON Page 2

LOWE’S COMPANIES, North Wilkesboro 2001 – 2007

Contact Center Sales and Customer Service

Supervisor (2001-2007)

Responsible for the daily operation of a team made up of 18 Customer Care and Sales Agents.

Participated in the interview selection process to obtain the best call takers.

Coached and mentored the team that was the highest performing out of four evening teams.

Facilitated bi-weekly team meetings and one-on-one sessions with each Agent to improve the team and the individual’s scores.

ADDITIONAL RELEVANT EXPERIENCE

Project Administrator, Sara Lee Winston-Salem, NC

Manager, Eckerd, Winston-Salem, NC

Air Traffic Controller, FAA, Winston-Salem, NC

EDUCATION

Bachelor of Business Administration with a concentration in Computer Science

North Carolina Central University

PROFESSIONAL DEVELOPMENT

Information Technology Infrastructure Library (ITIL) Certified v3

Proper Interview Techniques (Lowe’s Companies)

Multiple in house management training courses by Lowe’s Companies

Attended the HDI Fusion 2013 training week in Memphis Tennessee and Charlotte NC

Member of HDI.

Active member of local Church

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