Supervisor of Information Technology

CHRISTOPHER J. PICCOLA

Fort Worth, TX 817-***-**** adfnt6@r.postjobfree.com linkedin.com/in/ christopher-piccola MANAGEMENT PROFESSIONAL

Dynamic and motivated Management Professional with experience and expertise in oversight of complex projects from scope through completion, troubleshooting issues and concerns until reconciliation, and forging relationships with key partners and stakeholders. Accomplished leader with broad business and technical acumen, effective collaboration skills, and team building prowess. Proven and demonstrated knowledge of motivated high performing teams’ complete projects within high pressure and fast paced environments.

SIGNATURE COMPETENCIES

EDUCATION

Degree University of North Texas Bachelor of Business Administration, Operations and Supply Chain Management

(GPA: 3.7), Tau Sigma National Honors Society, UNT Dean’s List Member Certifications Certified Scrum Master (ID: 001009532) North American Electric Reliability Corporation Critical Infrastructure Protection (NERC CIP) ITIL v4 Foundation 2019 (ID: GR671079266CP) PROFESSIONAL EXPERIENCE

Supervisor of Information Technology TEKSystems Southwest Airlines Head Quarters & Exelon Dallas, Texas March 2020 – Current

Responsible for managing projects and multiple PCRs to expand the business, all varying in scope and consisting of application development teams, A/V technicians, ATP technicians, Network Operations Technicians, and Logistics and Asset management Analysts all while ensuring SOW SLA guidelines are met and employee KPIs are continuously improving.

Utilizes Scrum and Agile Methodology for daily reviews with teams and quarterly business reviews to discuss all projects deliverables are being adhered to, future business expansion, and discuss any SaaS/shift left opportunities.

Manages project-pricing sheets to ensure gross profit are met while comparing against budget tracker based in Tableau, SMP, Balance Sheets, and creating and running break-even analysis to guarantee gross profit is maximized.

Microsoft Office Suite applications (Word, Excel, Power Point, Outlook etc.) proficient for advanced data analytics, reporting trending data, and comparing/forecasting based on historical metrics and information.

Manages and sustains all project processes, workflows, documentation, and inventory management during Win10 deployments, RedHat Linux OS deployments/upgrades, and full location updating including all hardware and networking testing for 150,000 sq. ft facility.

SELECT ACCOMPLISHMENTS

Created and implemented a leadership-training course and development program that is now applied across multiple projects and used for continuous improvement.

Created break-even analysis and over time repository based on scheduling to ensure gross profit margins are met monthly.

Spearheaded projects to create faster, more efficient methods of tracking monthly progression of attendance where none was available.

Simultaneously responsible for creating, managing, and identifying areas of improvement for multiple projects ranging in scope and scale.

Created multi-functional dashboards to monitor work assigned, resolution rates of agents on individual levels, and quarterly comparisons.

Collaborative Team Building Team Development Training / Mentoring Process Improvement Strategic Vision Critical Thinking Analytical Skills Strong Leadership Technical Acumen Creative Problem Solving Troubleshooting of Complex Issues Project Management Effective Leadership Team Motivation Microsoft Office Proficient Public Speaker Agile Methodology Scrum Practices

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Manager of Information Technology TEKSystems Exelon Irving, Texas June 2018 – March 2020

Trained and mentored team leads to cement successes in larger projects to generate positive revenue.

Wrote comprehensive programs to train new agents as well as develop underperforming agents.

Managed a team of roughly +\- 150 employees spanning domestically and internationally; including Knowledge Base teams, Level 1 and Level 2 Agents, dedicated Trainers, and Team Leads.

Managed ServiceNow platform during development, testing, and production environments throughout the transition from HPSM documentation platform.

Applied new processes and procedures into the production environment followed by measuring change due directly to the implementation of the new methods.

Desktop Operations TEKSystems South West Airlines Head Quarters Dallas, Texas July 2016 – January 2018

Worked and interacted face-to-face with executives, dispatchers, and an organized labor workforce as the first line of contact to ensure the Airline had no issues with their systems and hardware. L1 / Trainer TEKSystems Exelon

Irving, Texas May 2015 – June 2018

Ensured first rate customer and client service troubleshooting complex issues and concerns until reconciliation.

Collaborated with a high performing team to resolve comprehensive software and hardware issues.

Assisted high profile companies, including nuclear power plants with application support and account migration.

Successfully improved service desk resolution rates, average handle time, and strong relationships with other teams as needed.

Successfully developed over one-hundred new employees during a one-year span. CA/OA/ARA/Trainer Best Buy Geek Squad

Fort Worth, Texas August 2011 – May 2015

Held all Geek Squad Technical positions while developing an incentive program that propelled our department to have the highest profit margin from any other store in the county.

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