Help Desk Change Management
Resume:
BRIAN PEPPIN
*****.******@*****.***
LinkedIn.com/in/brian-peppin
CHIEF TECHNOLOGY OFFICER
Highly accomplished and results-driven senior IT leader with 20+ years of experience managing multi-million-dollar, enterprise-wide IT projects. Effective collaborator skilled in coordinating workforce teams across multiple sites. Leverages fluent business and technology acumen with ability to articulately translate analytic capabilities to diverse audiences and stakeholders. Agile and strategic organizational leader with demonstrated success in driving analytic initiatives and solutions to optimize productivity and significantly reduce costs. Demonstrated success in managing projects from conception to implementation, optimizing emerging technologies, and leading enterprise-wide change management efforts to achieve organizational goals and objectives.
Areas of Expertise
IT Management
People Leadership
Project Leadership
P&L/Budget Management
Business Process Improvements
Proposal Development
Contracts & Negotiations
Vendor Management
Change Management
Relationship Management
Product Management
Scope & Requirement Management
Resource Allocation & Management
Team Development
"Brian demonstrated business values and proficiency that would be more than an asset for any new endeavor. He was an excellent manager and was able to show very ethical and proficient decisions that led to very positive team building and revenue-generating results." ~ – James D., CEO, Naper IT
PROFESSIONAL OVERVIEW
CIELO IT Lubbock, TX (remote) 2021 – Present
Project Manager 2023 – Present
Promoted to oversee project management functions in addition to IT operations. Manage assigned client projects from inception to completion, ensuring adherence to timelines, budgets, and stakeholder expectations. Define scope, objectives, and requirements in collaboration with stakeholders, including C-suite, department heads, and technical teams. Develop and maintain comprehensive project plans. Direct internal and external resources to execute projects, maintaining regular client communications and status updates throughout the project lifecycle.
* Successfully collaborated and revitalized the OHANA GROUP Planet Fitness account, receiving accolades from OHANA GROUP Planet Fitness leadership for exemplary follow-up, commitment, and communication skills, resulting in improved client satisfaction and continued collaboration.
* Led internal initiatives including ZOHO conversion, key client proposals, and documentation projects.
IT Manager 2021 – Present
Provide strategic leadership and direction for all IT operations, overseeing infrastructure encompassing network systems, hardware, software, and cloud services to ensure seamless operations and scalability in alignment with company growth objectives. Develop and manage budgets to optimize resource allocation. Establish IT policies and procedures to ensure compliance with industry standards. Manage multiple vendor relationships, including contract negotiations, financial oversight, service-level agreements, technology, and operation requirements. Collaborate with department heads to identify technology needs.
* Significantly enhanced operational efficiency and productivity by spearheading multiple IT projects, including the conversion from Pipedrive CRM to ZOHO CRM, and complete implementation of the ZOHO system.
* Achieved annual cost savings of ~$20K by migrating the CRM from Pipe Drive to Zoho CRM.
* Successfully completed the migration of the company from Google Suite to O365 Suite and implemented comprehensive training programs to facilitate the adoption of O365 Suite among employees.
PERSPECTIVES CHARTER SCHOOLS Chicago, IL 2018 – 2021
Director of IT
Directed comprehensive IT operations across 5 charter schools with a multi-million-dollar budget, overseeing infrastructure, networks, and systems for 1700 students and 300 staff members, ensuring seamless functionality and accessibility. Led a team of 7 IT staff members responsible for developing and executing innovative strategies to modernize IT operations and enhance productivity for all locations. Managed IT vendor partnerships, including copier, managed services, and equipment vendors, supervising the lifecycle of vendor contracts, from requests for proposals to contract execution to ensure alignment with organizational needs and goals. Oversaw the IT helpdesk and provided second-level support for IT staff members, resolving complex technical issues and escalations. Collaborated with cross-functional teams, senior leadership, and key stakeholders to align and achieve organizational goals and objectives.
* Spearheaded the setup of IT operations for a new school and relocated the IT infrastructure for the organization, overseeing the entire process from installation to online activation, saving ~$100K by leveraging in-house resources and expertise.
* Achieved substantial cost savings of $700K by implementing rigorous budget management strategies, meticulously reviewing all vendor and managed services and eliminating or renegotiating contracts for cost optimizations.
* Significantly elevated organizational operations by spearheading the new service desk solution ZOHO to streamline and modernize all service ticket processes realizing savings of $20K.
BLUE STAR TECHNOLOGY Bloomingdale, IL 2017 – 2018
Support Manager 2017 – 2018
Promoted to lead a team of 5 service desk staff members, overseeing the delivery of Level 1 and Level 2 services and support to both internal and external clients. Provided ongoing support and guidance to team members, identifying areas for improvement, and implementing training initiatives to enhance performance and skill development. Collaborated with the CEO on IT-related initiatives and projects, aligning departmental goals with overall organizational objectives to drive business success.
* Transformed service desk operations by implementing efficient processes and procedures, achieving a significant reduction of ticket backlog from hundreds to under 10 at all times.
* Served as project manager for Office 365 conversion projects for Chicago Communications and Ventec USA.
Tier 2 Service Desk Engineer 2017
Managed multiple tiers of support for all new, in-progress, and escalated tickets through the PSA/CRM system, ensuring timely resolution and adherence to service level agreements (SLAs). Provided Tier 2 support for project implementation, troubleshooting, and diagnosis of technology systems. Assumed ownership of first and second-level vendor management responsibilities.
* Proactively addressed ticket backlog, significantly reducing the number of open tickets from hundreds to just ~4, demonstrating a commitment to efficiency and customer service excellence.
WEBIT SERVICES Naperville, IL 2016 – 2017
Tier 2 Service Desk Engineer
Provided Tier 1 and Tier 2 level support, troubleshooting and resolving desk tickets in an environment comprising over 1100 workstations and 500 servers, ensuring minimal disruption to operations. Oversaw Network Administrator scheduling for monthly on-site visits, coordinating with clients and ensuring timely completion of scheduled visits.
* Implemented a triage process and documented standard operating procedures (SOPs) for Tier 1, 2, and 3 ticket resolution, streamlining workflows and expediting issue resolution.
* Enhanced infrastructure reliability and performance by revamping server rooms and preparing systems for deployment.
WRK MANAGEMENT (DBA ORC ProTel) Lansing, IL 1995 – 2016
IT Director
Directed IT operations and provided full leadership and oversight to the IT department, including 10 direct reports, overseeing all aspects of IT infrastructure, hardware, software, and database management for client-facing roles. Collaborated with clients, team members, and satellite offices to assemble and configure systems for databases and data processing.
* Significantly improved productivity and enhanced reporting capabilities by converting contact center software (SER) to Interactive Intelligence across all 5 locations.
* Spearheaded the setup and expansion of IT infrastructure to multiple racks of servers and equipment, including building and installing servers from scratch, achieving $200K in savings.
* Served as project manager for multiple projects, including call center software conversions, satellite call center breakdowns, and satellite call center installations.
“In my experience, it is clear that Brian has pride in his work. Brian can quickly assess a client's business issue and determine who on the team is best able to resolve that issue. Brian is gifted with strong communications and organizational skills."
– Ron H. Principal, Justified Technology
CERTIFICATIONS TECHNOLOGY HIGHLIGHTS PROFESSIONAL AFFILIATIONS
CompTIA A+ Hardware/Software – A+ Certified CompTIA Network+ Certified
Interactive Intelligence VAR Certified CISCO CCNA Training – Current Technologies
MCSE Training – Current Technologies HDI Technical Certified Professional
Core Dial Technical Certification TC1612eB
SQL Server Windows Server PCI Compliance Management ConnectWise ZOHO Admin
Google G-Suite Admin O365 Admin Apple MDM ZOHO Manage Engine MDM SolarWinds
Sequel Query Programming Adobe Dreamweaver HTML Programming
CompTIA Member
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