Information Technology Management

RICHARD MOORE, M.S.I.T.M

Kernersville, NC ***** 843-***-**** *********@*****.*** linkedin.com/in/richardmoore5691

INFORMATION TECHNOLOGY MANAGEMENT

Information Technology Manager and Air Force Veteran leveraging 13+ years of experience in analyzing, administering, and supporting automation of information systems with a focus on strategy, operational insights, and high-level process improvements. Amassed 7+ years of experience as an IT Consultant providing strategic guidance regarding IT technology and infrastructural enhancements to clients and organizations. Expertise in the implementation, analysis, optimization, troubleshooting, and documentation of network systems. Proven ability to lead and motivate project teams stringing together countless successful projects.

TECHNICAL SKILLS

Operating Systems:

IOS, Windows XP-Windowsv10, Windows Server 2003/2012,2016, Mac OS X

Hardware:

Wireless APs, Routers, Switches, Troubleshooting

Software:

HEAT, Service Now, Microsoft Office Suite 365, ShowMgr., Remote management software, Azure

Networking:

DNS, DHCP, TCP/IP, VPN, FTP, SFTP, GPO, Active Directory

EDUCATION

Trident University Cypress, CA

Master of Science Degree in Information Technology Management (M.S.I.T.M) Graduation Date: 2/2019

Information Security Assurance & Digital Forensics Concentration IT Project Management Concentration

Bachelor of Science Degree in Information Technology Management (B.S.I.T.M) Graduation Date: 6/2017

CERTIFICATIONS

CompTIA

A+ Certification Received: November 2010

Network+ Certification Received: April 2011

CIOS Operations Specialist Received: April 2010

Scrum Alliance

Certified Scrum Master Received: May 2019

PROFESSIONAL EXPERIENCE

Marriott/Westin Hotels, Charlotte, NC February 2023 – August 2024

IT Manager

Incident Management

I oversaw the management of various hotel incidents, from minor issues like laptop blue screens and printer malfunctions to significant outages caused by server failures and cable disruptions, all through the ServiceNow portal to ensure SLA compliance, where I logged, categorized, prioritized, and assigned tasks, escalating them to the elevation team when necessary until resolution and closure were achieved.

Manage technology needs within budget targets.

As part of my role, I oversaw the migration of approximately 1,100 Marriott International users from Windows 10 to Windows 11.

Assist and/or provide input to IT Leadership for capital expenditures (CAPEX) and department operating budget based on anticipated IT projects and property requirements, including anticipated ROI on technology investments.

Analyze and assess current IT landscape on property and prepare estimate for necessary technology upgrades and improvements to meet those business needs.

Evaluate and verify that each area of responsibility is in compliance with appropriate Marriott International Policies (MIPs).

Implement solutions as directed to resolve IT discrepancies.

Order required equipment as directed relating to personal computers, telecommunications, local servers and networks, and process vendor invoices.

Conduct periodic inventories of applications and hardware; prepare reports for property management as requested.

Analyze and validate that technology assets are secured; document and escalate all identified security risks in accordance with applicable MIP.

Comply with technology-related vendor contracts.

Building and Sustaining Relationships

Write and present proposals, analysis, project plans, cost models, etc. in written and/or oral formats.

Provide customer service to property leadership and associates at dedicated property/properties.

Respond to inquiries from customers/vendors/peer group.

Provide detailed status reports as requested, coordinate 3rd party vendor management, and escalation support.

Ensuring client Technology needs are met using Service now management tool.

Assist in disaster recovery and business continuity as it relates to technology.

Provide technical guidance for assigned locations.

Escalate support for all Marriott approved technology solutions (i.e. mobility devices, GPNS) & Request Center Processes through Tier Escalation process).

Provide escalation and guidance to property pertaining to guest & associate internet access requirement.

Escalate problems as appropriate through direct supervisor, US/Can IT Field and/or Global IT resources.

Image desktops, install new software applications, apply patches, map drives to appropriate servers and/or networks.

Move/add/change PCs/peripherals, migrating data when necessary.

Perform routine desktop backup as scheduled or directed.

Provide end-user support.

Confirm technology security (i.e. encryption, patch deployment) and technology compliance (i.e. Quarterly audit measures are in place).

Support unit infrastructure (servers, switches, router, APs etc.) and engage appropriate MI IT and/or vendor resources.

Assist in creating and maintaining secure server environment. Perform server backups and routine preventative maintenance.

Provide project support for corporate, regional and property initiatives.

Project Management

Execute IT Hotel projects and manage vendor installations.

Conduct quarterly and annual IT audit and provide plan and recommendations to remediate any deficiencies identified during the process.

Provide guidance on compliance with Marriott IT and Security Standards.

Maxim Label & Packaging – High Point, NC July 2019 – June 2021

IT Manager

Managed the LAN/WAN/WLAN network systems and electronic security systems. Responsible for the analysis of network equipment, software reliability, and utilization reports for large, complex equipment and software systems to identify and correct problem areas. This includes but is not limited to the OSI model, routing protocols, CEF, VPN, Dot1X, Dot1Q, IPsec, DHCP, Spanning-Tree, and port security. Installed configure and troubleshoot several different manufacturers including Cisco, Brocade/Foundry, Juniper, and Aruba. Responsible for Security incident management.

As a lead agent in Cyber Security incident management, created processes in the organization, which increase speed in the recognition, analysis, prevention, and response, receiving numerous accolades from Senior Executive staff.

Improved Network Management by updating required applications, tools, and processes used to provision, operate, maintain, administer, and secure network infrastructure.

Managed a team of 4 desktop support technicians using the Service Now application.

Managed physical and virtual server infrastructure ensuring maximum uptime utilizing VMWare ESXi and vSphere Enterprise.

Managed and performed server 2008 & 2012 administration responsibilities, including user/group administration, security permissions, group policies, print services, patch management, research event log warnings and errors, DNS, DHCP, Active Directory, IIS, SSL, and resource monitoring.

Researched and tested new releases of products to ensure compatibility and minimize user impact, providing the greatest upgrades while maintaining budgetary requirements.

Developed and maintained the organization’s IT Strategic Plan by creating a new IT policy while developing anddocumenting technical processes. Increased organizational efficiency by 15%

Analog Devices – Raleigh, NC July 2019 – August 2019

Systems Administrator

Provided technical assistance to customers to minimize disruptions to computer operations. Exercised responsibility for maintaining the accuracy and integrity of a service desk database. Received phone calls, walk-ins, or computer-generated service requests from organizational personnel. Resolved a wide variety of problems, including LAN and WAN technical problems emanating from NT operating systems, and all organization applications.

Using SCCM, supported, configured, maintained, and troubleshot PCs. Decreased system interruption by 25%.

Provided computing services and direction for users of all Windows and Office, Internet Explorer, Outlook, and other business applications on PCs and laptops attached to a Windows Active Directory local area network.

Responsible for the setup and configuration of new and used computers, laptops, and PCs using Microsoft Image delivery tools. Increase efficiency and decreased turnaround time by 14%.

Provided invaluable instruction to leadership and staff on new product acquisition and utilization. Provided a simplistic approach to learning that enhanced employee utilization capabilities while decreasing transition gaps.

Agape Ministries– Charleston, SC (Remote) October 2017 – June 2019

IT Administrator

Served as a principal point of contact for resolving customer questions or problems concerning Information Technology (IT) automation systems, software and/or hardware problems, password violations, telecommunication troubles, and work orders.

Ensured that the organizational technology infrastructure ran smoothly and efficiently by managing system upgrades.

Installed, maintained, upgraded, and configured software and hardware to include network servers and technology tools.

Monitor performance and maintain systems according to requirements.

KION North America – Charleston, SC June 2017 – October 2017

Desktop Technician II

Ensured proper computer operation so that end users can accomplish business tasks throughout the Linde Engineering locations in North America. This includes actively resolving escalated end-user help requests within established support expectations as well as deployment, management, and hands-on support for assets such as desktops/laptops.

Installed, configured, and maintained the functionality of the company's desktop systems, peripherals, and software.

Imaged PCs for new users and created/managed user accounts through Active Directory.

Provided technical solutions and troubleshooting services and implemented preventive measures.

Developed and documented technical processes to ensure the timely resolution of problems.

Provided asset inventory reporting, planning, and management through LANDesk.

Assisted in the implementation of software releases and rollouts according to Change Management best practices.

Developed help sheets and FAQ lists for end users resulting in improved customer service – a rating increase of 2+.

The Art Institute of Charleston – Charleston, SC September 2013 – June 2016

Director of IT Services

Primary Information Officer & Technical Consultant of the College; Directed and managed IT hardware, software, infrastructure, resources, and staff. Created IT policies to support the mission of the College and promote maximal utilization of campus technologies using ERP/CRM methodologies. Evaluated upgrades and enhanced capabilities of assigned applications.

Served on the Executive Committee and provided technical support to the University President.

Implemented new End-User and Software management technologies and provided training and resources for staff development enabling the completion of all projects on time and within budget.

Advisor for campus staff for planning and for equipment purchases; specified equipment and software for purchase; obtained price quotations from technology vendors which resulted in a 13% budget reduction.

Created, revised, and implemented IT Strategic Plan both local and remote increasing efficiency by 22%.

Prepared and monitored the IT department budget of $500K.

Managed local area network (LAN), IP telephone system hardware, software, and campus data backup services.

Managed desktop support team of 8 and provided Level III support via Service Now specializing in all IT applications.

Kiawah Island Golf Resort – Kiawah Island, SC June 2012 – September 2013

Help Desk Technician

Provided Level II helpdesk and technical services support on various systems, providing technical support in troubleshooting and resolving technical issues of those technologies. Evaluated upgrades and enhanced capabilities of assigned applications.

Worked with the Network Team to establish and maintain proper monitoring, backup/recovery, and server performance for assigned applications/systems resulting in improved productivity and saved overhead costs.

Upheld customer satisfaction by documenting concerns in the Incident Management System.

Supported the development and upkeep of the helpdesk knowledge base, and maintained a strong understanding of current and emerging technologies.

BP Americas – Wando, SC February 2012 – June 2012

IT Support Analyst & Migration Engineer

Worked closely with clients to analyze IT system requirements, the client’s information technology needs, and their resources to plan IT projects and fulfill the client’s expectations.

Traveled throughout United States cities to migrate over 00 computers to the Windows 7 Platform

Delivered face-to-face customer service and training to over 75 employees, removed and installed the necessary hardware

Provided support for all IT-related concerns resulting in a more efficiently run organization.

Contact this candidate