Technical Support Help Desk

Service Delivery Manager; IT Support; IT Service Delivery; Helpdesk Manager; Help Desk Manager

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Juan Feagin

Technical Support Manager

*********@*****.*** • 281-***-****

LinkedIn • Houston, TX 77433

Summary

Accomplished and detail-driven professional with 15+ years of experience and a proven track record providing exclusive support and managing teams for optimal performance. Adept in developing and implementing training programs, conducting performance evaluations, and delivering quality service within various industries. Proficient in utilizing support channels and queues, implementing strategies for operational efficiency, ITIL Framework, MSP Management and creating development plans to drive continuous improvement.

Technical Proficiencies

Platforms: IBM, COMPAQ, TOSHIBA, DELL, HEWLETT PACKARD, PACKARD BELL, MAC, Palm Pilots, Blackberry’s, iPhone and iPad

User Applications: Windows 11, Windows 10, Windows 7, Office 365, Collier Top Form, PQ Magic 4, Cute FTP, DCC 4.0- 5.5, Hummingbird, Norton Anti-Virus, PFX Engagement, PFX Tax, Ghost 4.0, 5.1c, 6.5, 7.0, 8.0, Lexis Nexus, CCH, Abacus Law, PCAnywhere 9.2, PAL 4.01, Vantive System Applications: Service Now, Fresh Service, Salesforce, Concordance, Active Synch, Windows Mobile, Cisco Call Manager, Unity, DocsOpen, iManage, Symposium, Remedy, Helpstar Hardware: WAN, LAN, Hard Drives, Floppy drives, Memory SIMMs, CD Drives, Tape Backup, Modems, Sound Cards, Video Cards, System boards, Power Supplies, Scanners, PC Cards, Zip Drives, Hubs, and Network Cards Career Experience

Kenvue (Skillman, NJ) (Turnberry Solutions), Houston, TX Oct 2022 – Present Executive Support Manager (C-Level)

Deliver exclusive IT support to CEO and a team of 34, extending assistance to executives and admins during travel. Build and implement professional development training programs. Conduct regular performance evaluations and guarantee team readiness to meet SLAs and quality targets, utilizing support queues and channels efficiently. Introduce strategies for improved operational efficiency. Devise development plans to drive continuous improvement within the team.

• Led and managed a Tier 1, 2 & 3 support teams dedicated to VIPs, overseeing the needs of 200 individuals.

• Executed a three-month refresh project for the Executive team.

• Manage the procurement, deployment, and retirement of all compute, mobility, specialty, and peripheral device assets to optimize asset utilization, lifecycle management, and financial efficiencies.

• Manage the procurement, delivery, and retirement of all tele-communications services. NTT Data, Houston, TX Mar 2022 – Mar 2023

Delivery Associate Director

Administered end-to-end people management in a MSP management environment, including recruitment, hiring, mentoring, coaching, development planning, and performance management of direct reports. Orchestrated day-to-day operations to guarantee SLA delivery and maintain end-to-end quality targets. Aided Tier 2/3 for internal systems, resolving issues consistently through various support channels. Evaluated and optimized key KPIs.

• Successfully placed over 75 techs for the client. Cognizant, Plano, TX Oct 2019 – Mar 2022

Regional Service Delivery Manager – Toyota Project Added value to customers and team members through the creation and sharing of relevant knowledge, engaging with customers to align with business strategy and goals. Oversaw MSP management of technical staff, created work schedules, established Service Delivery Manager; IT Support; IT Service Delivery; Helpdesk Manager; Help Desk Manager Page 2 2

deadlines, and facilitated customer conversations until issue resolution was confirmed. Engaged across internal teams for vetting and onboarding new products/services. Designed, implemented, and improved process documentation for the technical support staff. Managed hiring, performance management, development planning, coaching, and mentoring of direct subordinates in regional offices.

• Functioned as the main escalation point for both external and internal customers, ensuring prompt resolution by coordinating efforts across internal teams.

• Led 11 remote offices and guided a team of 40+ technicians in managing IMAC trouble tickets through ServiceNow. Atos (formerly Xerox), Los Angeles, CA Jun 2012 – Oct 2019 Service Delivery Manager – CNA Project

Directed day-to-day MSP management/operations to ensure SLA delivery and meet end-to-end quality targets. Extended Tier 2/3 support for internal customers through various channels, addressing issues promptly and thoroughly. Administered key KPIs and conducted analyses for continuous improvement of information systems. Communicated Client Service Requests, led Change Management processes, and collaborated on IT production planning with clients and third-party vendors. Established a comprehensive knowledge base (wiki) comprising technical articles, policies, and procedural documents.

• Led definition, planning, and approval of Additional Services as primary contact.

• Oversaw nine remote offices and directed a team of 50+ technicians in managing IMAC trouble tickets through ServiceNow.

Additional Experience

Service Desk Engineer I - VACO Technologies, Torrance, CA Implementation Technician - Quest Diagnostics, West Hills, CA Southwest Technical Lead - Moss Adams, LLC, Los Angeles, CA Site Manager - Raytheon Project - CC-OPS, Inc., Culver City, CA Database Administrator - Altep, Inc., El Paso, TX

Technical Services Supervisor - Dataflight Software, Los Angeles, CA Helpdesk Lead Sr. Technical Analyst - Deloitte and Touche, Los Angeles, CA Licenses & Certifications

Dataflight Software

Apple OS Certified

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