ARAMIS N. LAYES
Mableton, GA ***** • 404-***-**** • adb0jc@r.postjobfree.com
Excellent communicator, well organized, detail oriented with excellent technical, customer service, and people skills
SKILLS:
Desktop/Laptop: Windows / Mac
Mobile: Android / iOS
Microsoft Office Suite
Lync / Skype for Business
Microsoft Active Directory
Team Leader
Asset Management
Microsoft Exchange
Microsoft SCCM
Microsoft O365
AirWatch MDM
Ziften
Customer service
Technical documentation
Communication across all levels
Analytical thinking
Process improvement
Educator and Motivator
Inventory Control
Problem resolution
Symantec Desktop Encryption
Bitlocker Encryption
ServiceNow
Visual Basic and PowerShell
EXPERIENCE:
Client Support Manager I August 2017 – January 2020
Interactive Communications, Atlanta, GA
Led twelve desktop support technicians at a global scale
Managed all aspects of the procurement card assigned to the help desk
Trained and mentor newly hired help desk technicians
Assisted with the implementation of a data legal hold retention for the company including creation of documents
Upscaled and promoted three of my direct reports to higher positions
Created several knowledge base articles as part of a ServiceNow knowledge repository to assist the technicians with comprehensive troubleshooting guide
Assisted leadership with new companies’ acquisitions processes
Assisted other team members and escalations with more challenging technical issues
Responsible for procuring over $1mm of hardware and software procurements
Responsible for asset management and computer equipment inventory control
Provided technical support to Senior Executives 24x7x365
Responsible for reporting and escalating any critical issues
Traveled often to different InComm sites and offices to assist designated technicians with their daily tasks as well as to provide training on inventory control and asset management matters
Coordinated and manage the computer equipment procurement for all the InComm offices locally and internationally
Motivated team members across the company thus maintaining a very good balance positive attitude among team members
Executive Support Specialist II May 2012 – August 2017
The Coca-Cola Company, Atlanta, GA
My start at The Coca-Cola Company was as a contracted team with Siemens IT Services as a team lead for 10 associates. My responsibilities included project management and coordination of the team, performance reviews, employee HR matters, and the general management of day to day responsibilities for my team
Perform oversight of many projects and project management roles
Provided superior customer service and technical support to Senior Executives 24x7x365 fielding 10,000+ calls year over year with an 80%+ first call resolution rate
Partnered with Client Engineering to ensure proper testing for the Windows 8.1 and Windows 10 KO image and provide constant, on-going feedback to engineers of potential challenges prior to deployment
Applied best practices and learning from other parts of the System
Propose opportunities for improvement in all areas as see fit; influence others to drive execution
Maintain the appropriate asset levels for the various models and equipment used by our executives
Work closely with the Legal Hold team to ensure user data is cleared of litigation before disposing of it
Continuously challenged processes to ensure efficiency and superior results leading to increased customer satisfaction
Partnered closely with the forensics group to ensure data is properly collected and retrieved as required
Desktop Support I March 2008 – May 2012
Siemens IT Services at The Coca-Cola Company, Atlanta, GA
Provided superior support services across all technologies to ensure Senior Executives experienced
Responsible for:
oProject management and coordination of a team of 5 technicians
oPerformance reviews
oEmployee HR matters
oGeneral management of day to day responsibilities for my team
Served as a liaison between Siemens and The Coca-Cola Company project managers to address and resolve issues during electrical enhancements projects
Recommended and developed processes and procedures which resulted in increased customer satisfaction and overall reduction in re-work
Exceeded SLA for problem and requests from account managers
EDUCATION
Bachelor of Science, Information Technology – American Intercontinental University, Ft Lauderdale, FL 2004
oCum Laude Graduate
Associate of Science, Electrical Engineering, ATI Technical Institute, Miami, FL 1989