Leslie Gustafson III

ad05qd@r.postjobfree.com • 847-***-****

linkedin.com/in/les-gustafson-57908715/• Hortonville, WI

IT Operations & Support Manager

Well-rounded and accomplished IT Manager with over 10 years of experience managing IT operations teams, including Architects, Engineers, and Help Desk Support Technicians. Exceptionally skilled in coaching, mentoring, and training employees to reach individual potential and better serve users across multiple platforms. Strong acumen for leveraging and utilizing the latest software and development tools to promote a more effective and efficient user experience. Proven history of acting as the subject matter expert for upgrades, support, and implementing in collaboration with key stakeholders.

Areas of Expertise

IT Operations & Support

Project Management

Documentation & Reporting

Network Security

Cost Analysis / Reduction

Asset Management

Performance Management

Customer Service

Operations Optimization

Continuous Improvement

Leadership & Training

Agile Methodologies

Technical Skills: Microsoft Office 365 (Excel, Word, PowerPoint, Outlook, Teams, SharePoint, Exchange) ITSM ITAM Service Now ITIL AWS Azure Citrix Allscripts NetScaler Netgear UTM Cisco PIX 500 ASA 5000 E-soft Instagate Vembu SonicWALL NAS SAN Drobo Maximizer (CRM) VMware Backup Exec Veritas Symantec StoreGrid Acronis Lacerte Exchange ERP Altaris PCAnywhere

Servers: Server 2021, 2019, 2016. 2012, sbs 2011, 2008, sbs 2008, sbs 2003, 2003, 2000.

Accomplishments

Directing complex projects from concept to fully operational completion status.

Successfully deployed multiple Help Desk systems to manage and improve SLA’s.

Developing SBAR and Presentations for executives, SR leadership, and various stakeholders.

Career Experience

Bellin Health, Green Bay, WI 2022 – 2023

Team Leader Server Storage and Infrastructure Architecture

Led and coordinated team of 8 senior architect engineers, resources, and service providers to ensure daily provision of quality and service across the business and fleet. Supported implementation of changes to support the continuous improvement of the infrastructure and service offered. Collaborated with merger development teams to ensure smooth technology transitions. Recommended hardware and software for acquisition, including assessing and justifying equipment and service needs. Owned performance improvement through directive training, coaching, and mentorship for senior architect engineers.

Championed development for DR/Business Continuity System and SCRUM processes.

Partnered directly with vendors and Microsoft EA agreements to reduce costs of $500k+ annually.

Implemented various upgrades, including server 2012 path, Azure/AD, Kubernetes, Citrix, and NetScaler for optimal performance across multiple projects and IT service lines.

Improved existing Architect Merger operations and ITIL standards and practices.

Dar-Tech, LLC., Cary, IL 2009 – 2022

Level V IT Engineer / Team Manager

Served as lead Design Architect Engineer and managed team of 25 Help Desk employees in various support and antivirus disciplines. Planned and designed organization’s systems infrastructure to ensure the accuracy and effectiveness of the system to meet business and customer IT requirements. Monitored the performance of systems and suggested improvements. Verified and reviewed system related documents and reports, including installation procedures. Established and set up a wide array of NAS, SAN, and Drobo storage systems and CRM hosting system. Designed website using Photoshop, Dreamweaver, and additional Adobe products.

Pioneered the implementation of ITIL standards, Service Now system, and new Scrum and Sprint processes to improve the deliverable services.

Performed 300+ Microsoft 365 migrations and BPOS development.

Received SBS MVP Microsoft award.

Designed and implemented to fir company’s network needs in a cost effective and reliable state.

Designed and deployed various ERP systems.

Spence Group Services, Inc., Crystal Lake, IL 2008 – 2009

IT Consultant

Partnered with businesses to develop, integrate, and maximize the value of IT systems. Offered strategic advice, troubleshoot technical issues, and expertise in hardware, software, networks, and project management. Cleaned and repaired DNS issues and Active Directory. Set up and implemented several corporate services, including Ghost 2.0, PCAnywhere 12.1, and Endpoint 11.

Designed and upgraded Mainframe to 2008 Server.

Implemented SonicWALL VPN, Sonic Point Equipment, SonicWALL TZ190 WWAN, and support experiences.

Spearheaded SQL 2005 accounting software ADP and transferred old system files over.

Installed whole new complete server room with secure access.

Intellisuite, Schaumburg, IL 2008

Help Desk Support

Provided technical support to users by researching and answering questions, troubleshooting problems, and maintaining workstation and LAN performance. Conducted preventative maintenance tactics on computers, vehicles, equipment, and machinery. Improved client references by writing documentation. Added users to Active Directory, created new groups, and instituted policies. Received level 3 calls on Windows Server 2000 and 2003 and level 2 Exchange 2003 and 2007.

Additional Experience

Self-Employed Subcontractor, Computer Network / Repair, Cary, IL

Head Technician, Echelon Computers, Crystal Lake, IL

Education & Certifications

Bachelor of Science in Computer Science

Northern Michigan University, Marquette, MI

Win10 MCTS

2019 Exchange MCTS

A+ Certification, CompTIA

Net+ Certification CompTIA

Security+ Certification CompTIA

MCSE Certification Microsoft, tested in win 2k platforms

CCNA Certification Cisco Systems

Awards

Microsoft Most Valuable Professional 2011, 2012, 2013, 2014 SBS Server

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