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Manager Desktop Support

Alpharetta, GA
December 10, 2019

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William Goodman

Alpharetta, GA


Managerial and Technical Highlights

ITIL certification. Azure certification. Expertise in IT, SOX, HIPPA and PCI Audits.

Azure/Office 365, AWS, Data Center and Facilities Management.

Silver Peek SD-WAN, Cisco, Vmware, Meraki, Dell and SAN Hardware, Palo Alto

Extensive knowledge of Call Center and Warehouse IT management

Disaster Recovery/Business Continuity Planning, Testing and Execution

Superior Employee Leadership and Mentoring, capital and operational budgets

Help Desk Management, Monitoring, Escalation and procedures based on ITSM.

VOIP, cloud and physical phone systems, AS400, Avaya, Jira, Service Now, SCCM

Physical, network and data security, vulnerability scans and remediation


6/19 - 11/19 IT Consultant

Johns Creek, GA\Charlotte, NC

Assisted client in creating policies and procedures for hardware/network build out standards, proactive monitoring, remote site standards, physical security audit and SOX controls. Single point of failure analysis and remediation.

Restructured external facing service desk for better work flow, rollover options and after hours support. Created formalized policies and procedures that included escalation, shift change communication and incident management with Service Now.

10/15 – 5/19 Ingenico

Alpharetta, GA IT Director for US

•IT Director over US sites for global company based in France.

•Changed environment from “fire fighting” to pro-active using ITIL principals.

•Manage IT Team including Network, Infrastructure, Help Desk, US SAP development, RMA Application (Metrix) and .Net developers. Migration to Office365.

•Led US e-commerce initiative for smaller customers leveraging freeware to reduce time to market and ground up labor burden.

•DR/BC focused architecture while leveraging Azure tiered storage technology.

•Implemented Dell VM environment on VMware for migration from physical servers.

•ININ/Genesys call center focused on skill sets and prioritization routing.

•Focus on labor and cost cutting programs for warehouses while leveraging tech.

•Leader in e-commerce vertical with aggressive deadlines using Freeware to reduce labor burden and reduce implementation time.

•Meraki, Palo Alto, migration to Silver Peek SD-WAN, Intune MDM, Skype, Zoom.

2/12 – 10/15 GreenSky Credit

Atlanta, GA IT Director

•Director for all Infrastructure, Data Centers and Corporate Services including AWS.

•Led ITIL based strategy grounded in service catalogue and ITSM.

•Designed, implemented and tested DR/BC for corporate servers and IT Governance.

•Oversaw six new call center office openings, expansions and tremendous growth.

•Brought outsourced service desk internal saving money while increasing customer satisfaction and decreasing open ticket times. Implemented SLA’s.

•Successful implementation of Open Office for CSR’s to decrease dependency of MS Office for front line employees. Significant cost savings and opex relief.

•Network, Data, and Physical security including vulnerability scans and remediation.

•Implemented Asset Management system that reported on depreciation that tied to POs, infrastructure equipment age and allowed for CAPEX planning.

•Created and implemented policies and procedures to pass PCI Audits.

•Implemented IT System Down line, call escalation procedures and SLA.

•Telecom and VOIP management including InContact, LiveVox, and Vonage.

•VMware, Palo Alto Firewall, Dell SecureWorks, PGP, KACE, Peplink, Pager Duty, Mimecast, Exchange 2007/2010, Dell MD and Equilogic SAN, WASP Asset Mgmt.

5/08 – 2/12 Logisticare Solutions

Atlanta, GA IT Operations Manager

IT Operations Manager for 3000 user environment, 32 sites, over 140 servers and two data centers.

Managed team of 14 including Network Engineers, Senior Admins. and Help Desk techs.

Project Manager for new offices, Implementations, office moves and closings.

SOX Access Controller: Documented, managed and verified quarterly SOX audit.

Create and analyze Help Desk reports. Propose actions based on detailed report data.

Project Management of all operations based initiatives with focus on pro-active results.

Created policies and procedures for more efficient, streamlined IT organization.

Disaster Recovery point of contact for both Major and Minor outages.

IT liaison with corporate office and high level executives. NOC escalation Manager.

7/05 – 5/08 Benchmark International Inc./Fidelity Investments

Atlanta, GA IT Manager

3/04 – 07/05 Avalon International

Norcross, GA Network Administrator

6/01 – 3/04 Tek Systems/Epic IT/Cox (Contract work)

Atlanta, GA IT Consultant/Network Administrator

4/00 – 5/01

Atlanta, GA Desktop Support/Jr Admin//PBX Administrator

2/98 – 4/00 Support Technologies

Atlanta, GA

Desktop Support Technician/Traveling Consultant/Help Desk Supervisor

Additional experience in IT consulting, mortgage, finance and collections.


08/2015 ITIL Foundation Certification

10/06 – 5/08 Oglethorpe University, Atlanta, GA

Business Major (Part time)

8/88 – 5/90 West Virginia University, Morgantown, WV

Business Major

Books Read: Foundations of IT Service Management (ITIL), The Phoenix Project, The First 90 Days, The IT Incident Manager Training Camp,

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