Technical Support Business Partner

WILLIAM DAVENPORT

Rockaway Township, NJ 201-***-**** *****@*********.*** www.linkedin.com/in/williamjdavenport Technical Support Manager IT Business Partner

Dedicated Technical Support Manager and IT Business Partner with 20+ years of experience serving as the go-to person for internal IT consulting, and leading technical teams of up to 16 Support Analysts, with expertise in Technical Support operations, outsourced contract management, cross-functional collaboration, and desktop support. Effective communicator with demonstrated abilities to translate technical information and requirements for non-technical stakeholders. Collaborative project coordinator with demonstrated abilities to partner with cross-functional teams and deliver results on time, within budget, and within the project scope. CORE COMPETENCIES AND ACHIEVEMENTS

Cross-functional Collaboration: Served as the face of the IT organization and go-to person for escalations and projects, and a trusted advisor to senior business leaders to develop technology roadmaps and strategies. Project Management: Spearheaded project efforts for multiple large-scale projects impacting between 700 and 900 end users, including complex infrastructure moves with multiple destinations, hardware refreshes, application upgrades, and software implementations. Reporting and Analytics: Monitored internal KPIs and external SLAs through daily, weekly, and monthly reporting to ensure service delivery aligned with contractual obligations for first call resolution, average talk times, hold times, the average speed of answer, and customer satisfaction scores. Team Leadership: Built, trained, and led teams of up to 16 Tier I, II, and III Support Analysts who supported software, hardware, and network issues for up to 900 end users. Vendor Management: Managed relationships with third-party service providers and vendors who provided solutions for equipment and hardware maintenance.

CompTIA Certified – Security+ (SY0-601)

CySA+ - Cyber Security Analyst+ (CS0-002)

PROFESSIONAL EXPERIENCE

Technical Staff Specialist II BASF CORPORATION Florham Park, NJ May 2007 to December 2022 Served as the key member of the North American Software Applications Management (SWAM) Team and represented the global team in Germany. Leveraged expertise in project management with knowledge of software management.

Supported deployments, mass rollouts, testing, installation, and troubleshooting for software implementations and processes for business units, business partners, management, and vendors.

Participated in software management and latent responding equipment tracking for patch management on legacy systems: ManageSoft (Regional) and LANDesk (Global), leading to SCCM, ServiceNow, and Azure.

Maintained ticketing management systems, including inventory of hardware and software applications.

Managed assets, including assignment of assets, documentation, and tracking.

Performed troubleshooting on applications that failed Automated Package Testing (APT) processes to validate software portfolio and planned implementations of Windows 10 and 11 versions within BASF.

Identified issues with a Microsoft patch before ManageSoft implemented patches, resulting in ManageSoft changing their policies to verify patches matched last-minute changes from Microsoft.

Supported deskside technicians (all levels) in software and hardware troubleshooting and resolution. Including Office 365, Adobe, SAP, Dell and HP.

Pulled reports for missing and lost devices, matched the data against IP addresses to identify assets with recent system access, recovering 600+ devices.

Technical Support Manager COMMONHEALTH Parsippany, NJ May 2001 to April 2007 Served as the Technical Support Manager and led a team of five Technicians in the Shared Services team that provided IT desktop and laptop support in a 600-user environment with PCs and Macs.

Performed in-depth troubleshooting to identify opportunities to improve processes, systems, and concepts.

Facilitated multi-destination infrastructure and network moves, including pcs, devices, networks, cabling asset management tracking, and resource scheduling.

Implemented automated surveys to validate Help Desk success and interactions with internal business partners.

Assisted with fixed asset management for over 600 laptops, PCs, and Macs.

Managed large-scale equipment refresh and delivered results within the budgetary constraints and timelines.

Managed equipment disposal, including charitable & education donations and maintaining DEP/EPA requirements.

Maintained Business Continuity and Disaster Recovery plans as part of the leadership team.

Served as the Operating Group Coordinator for CommonHealth within the WPP Group.

Network Administration support and backup for the Network Managers.

Liaison/Facilitator between the IT Team, Administration, Executive Management, and user communities.

Environment consisted of a 3:1 ratio of 675 PCs and Macs using Windows, Tiger, MS Office 200x, Adobe products, Visio, and Project, including HP & Xerox printers, Canon B/W & Color photocopiers and printers.

Reduced the number of escalated tickets by implementing better tracking systems and communication. PREVIOUS WORK EXPERIENCE

Technical Support Specialist MORRISTOWN MEMORIAL HOSPITAL, Atlantic Health Systems

Supported over 700 devices and 17 Novell LANS

MILITARY EXPERIENCE

Tactical Communications Chief US ARMY, NEW JERSEY NATIONAL GUARD EDUCATION

Bachelor, Computer Science Rutgers, Newark College of Arts & Sciences; New Jersey Institute of Technology Associate of Science, Computer Science BERGEN COMMUNITY COLLEGE, Paramus, New Jersey

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