Service Desk Information Technology

ANDRÉ R MCCARROLL

*** **** **** ***** ******, IL 60435 ad5vqm@r.postjobfree.com 630-***-****

INFORMATION TECHNOLOGY INFRASTRUCTURE LEADERSHIP

ITIL-Certified Infrastructure leader with several years of C-Suite support expertise. ITSM lifecycle focus. Offering fresh, innovative results-driven solutions to everyday challenges. CORE COMPETENCIES

● ITIL-based, Complete Change Lifecycle Management

● Veeam Backup & Replication Suite

● Solarwinds Samanage, ManageEngine Service Desk, Service Now, Jira, Confluence ITSM solutions

● ZOOM & Microsoft Teams conferencing

● VMware, XenApp/XenDesktop

● Windows 10, Mac support / Office 365/Office 365 Administration expertise

● iOS, Android: Microsoft InTune Cloud-based Endpoint Management Suite

● Microsoft Azure Cloud services and resources

● PowerShell/Active Directory/Group Policy Administration

● Remote Desktop Administration tools: DameWare, LogMeIn Rescue, Team Viewer, Splashtop Viewer

● Networking Experience: TCP/IP, DNS, DHCP,VPN

● Baramundi, SmartDeploy, MDT Desktop Deployment / Veeam Endpoint, and various Imaging solutions

PROFESSIONAL EXPERIENCE

Lion Electric, Joliet, Illinois August 2022 – April 2024 IT Manager

● Responsible for daily IT/OT operations for 1,000,000 square foot Electric vehicle manufacturing facility in Joliet

● Managed critical vendor relationships and project timelines, transforming the facility from bare-bones opening to current state.

● Orchestrated building-wide badged entry system with vendor/partner Imperial Surveillance

● Managed multiple access points as well as data cabling and infrastructure design with vendor/partner LVS of Crest Hill, IL

● Managed all electrical work with vendor/partner Nesko electric

● Orchestrated construction design changes with vendor/partner Meridian

● Installed infra-red heat reporting camera system for battery heat monitoring via vendor/partner S & K Security

● Worked with Canada-based Infrastructure team on establishing ITSM process for the Joliet plant

● Managed a US/Canada team of IT professionals, assuring constant improvement via ITIL-based practices.

● Established business enabling SLA/KP metrics for my US team of four technicians and network administrator.

…

WittKieffer, Oakbrook, Illinois October 2018 – July2022 Service Desk Manager

● Reunited with WittKieffer to lead a Service Desk team for one the top US professional advancement firms.

● Provided 100% employee uptime and connectivity at the onset of the COVID-19 pandemic with a combination of Citrix server, SmartDeploy imaging, and Cisco VPN solutions. This helped to make working from home an immediate reality while keeping the company competitive.

● Engaged alongside my team to make sure all 350 laptop endpoints were properly imaged and had connectivity to necessary network resources via Cisco AnyConnect, and/or Citrix workspace clients.

● Administered various operations, updates, and scheduled maintenance on more than 45 servers via the VMWare/VCenter admin console.

● Established the company’s current webinar/podcast offerings by doing all video and audio editing while working from home during the early stages of the pandemic.

● Established and maintained solid, business-enabling, service level agreements for all client support models.

● Provide timely reporting on KPIs and trends to the IT team, weekly, monthly and as needed. Scheduled ticket “deep dives” as well as improvement goals.

● Ensure that all Service Desk knowledge-base documentation is centrally located, and consistently audited for relevance and impact.

● Established regular meetings with team members, providing training and development where needed.

● Orchestrate employees scheduled work hours and verify backup support is provided when needed. Interact with internal clients and external vendors(20%) ALDI, Aurora, Illinois October 2017 – October 2018 IT Specialist

Backup Infrastructure Engineer

● Responsible for daily backup, storage, monitoring, testing, and recovery for the $16.4 billion ALDI Corporation.

● Improved remote, and local data backup storage schedule accuracy, and efficiency by 30% overall.

● Part of a two-person server room remodel/upgrade for the ALDI Mt. Juliet, TN warehouse facility.

● Remotely Deployed and configured ALDI store servers housed at DTI facility in Bolingbrook, IL location.

PLS Financial, Oakbrook, Illinois September 2015 – August 2017 Service Desk Manager

Responsible for combining the Helpdesk and Production Support teams, into a 12-person Service Desk model.

● Scheduled and facilitated conference calls for emergency and non-emergency change meetings.

● Utilized ITIL RACI structure in establishing and over-seeing change management and change advisory boards.

● Monitored and reported on network performance trends via SolarWinds NPM tool.

● Worked closely with Lead developers, DBAs, Project managers, and Network Infrastructure managers to improve daily service catalog offerings.

● Monitored recorded service desk calls, and provided daily coaching for a team of twelve analysts.

● Trained, coached and mentored Service Desk Specialists.

● Served as the final point of escalation for client-facing issues. Frequently scheduled regular ticket

“deep dives” to improve service offerings.

Witt-Kieffer, Oakbrook, Illinois December 2010 – September 2015 Senior Infrastructure Analyst / Change Management

Managing the infrastructure changes in a leading healthcare/educational professional advancement firm.

● Worked Closely with IT and Core-business process leaders to provide unified transparent communications on planning, testing, and documentation of scheduled projects.

● Utilized Powershell scripts to accomplish frequently needed, complex tasks.

● Recorded and evaluated all changes and RACI participant information via spreadsheet, Microsoft Project or ManageEngine’s configuration management system.

● Established pre-defined Change Models to support the three change types which could occur.

● Utilized Veeam One for virtual server reporting, provisioning, and application/staffing recommendations.

● Responsible for deploying, configuring, and monitoring the XenDesktop environment.

● Acted as third tier escalation point. Responsible for Interviewing and making hiring recommendations for Desktop Support team members.

● Migrated Backup and Replication environment to incorporate Veeam Backup and Replication Suite.

● Migrated Backup storage environment to EMC Data Domain.

● Installed and configured Symantec Endpoint Protection. Established Group Update Policies for regional offices. Maintained a less than 2% impact on business via daily monitoring, trend research, and definition updates.

● Established and managed the schedule for backup, restore, off-site storage, and e-discovery hold processes for both home office, and regional office environments.

● Administered all iPhone, and Android mobile devices via MaaS360 tool.

● Established effective problem management and accurate asset tracking via Manage Engine Service Desk tool.

● Administer user environment via Active directory and Group Policy

● Managed Microsoft Exchange users and groups.

● Problem resolution via DameWare and LogMeIn rescue remote administration software

● Maintained full business continuity for core business when major file servers were invaded by the Cryptolocker triple “A” variant, by restoring servers from most recent backup.

● Migrated entire company from Windows XP to Windows 7 desktop OS via MDT 2012. Later Incorporated Smart Deploy as the new deployment tool for the laptop and desktop environment. EDUCATION AND CREDENTIALS

High School Diploma

PROVISO EAST H.S. – Maywood, Illinois

Professional Training and Certifications

ITIL v3 Foundation Certificate in IT Service Management

Contact this candidate