Julie Weakley, ITIL Clearwater, FL ***** (***) ***- 2847 adlg3b@r.postjobfree.com LinkedIn

IT Support Manager Network Administrator IT Technician

Over 20 Years of Success Leveraging Technology & People Management Strengths to Direct Global IT Support Desks

Remarkable track record of leveraging technology and business resources to meet diverse end-user needs and deliver world-class technical support for Fortune 500 companies. Valued by employers for radically improving service delivery, security patching, OS updates, software deployment, and GPO changes by delivering a blend of technical and leadership acumen. Expert at managing the full lifecycle of complex global implementations, leading complex IT compliance programs, and spearheading enterprise IT initiatives.

Signature Strengths & Expertise

Global Enterprise Solutions

System Audit & Compliance

Team Building & Inspiration

Staff Management & Training

System Administration

System Backup & Recovery

TCP/IP

Software Validation

Troubleshooting/Issue Resolution

Project Management

Change Management Initiatives

Service Request Response

CMR Systems

Incident Management

Enterprise Resource Planning

Cybersecurity Practices

Enterprise Infrastructure

Data Centers & Warehousing

Professional Experience

ConMed Corporation Largo, FL

Global IT Desk Manager December 2017 – May 2020

Network Administrator/IT Technician August 2006 – December 2017

Seamlessly directed the full operations of a complex, global IT help desk, designing clear roadmaps and support tools for the team on technical solutions in order to ensure optimal system uptime, system availability, and organizational technology goals. Introduced best-practice programs and talent development practices for delivering daily desktop services while simultaneously spearheading initiatives at the enterprise level to improve service delivery.

Global IT Desk Manager December 2017 – May 2020

Drove the integration of the national and global IT departments into one World-Class Global Service Desk to support multiple divisions; improved customer response time and team collaboration.

Created an IT Team to attend global sales meetings and serve as SME to the sales force with IT issues and questions; improved client close ratio, sales engineering as the technical SME for the software related issues.

Ensured a smooth transition for new customers in sync with the customers' expectations; managed escalations proactively in cooperation with internal stakeholders and ensures SLAs (Service Level Agreement) are met and exceeded.

Developed a customer-oriented training concept for working with the field service organization including certification programs, cost, and quality training.

Radically improve the Team’s KPIs, including an Average Speed to Answer increase of 95%, First Call Response increase of 95%, Average Handle Time increase of 85%, and Customer Satisfaction increase 90%)

Daily monitoring of Service Desk software ensuring that SLAs are met and that all customer issues are resolved within satisfaction.

Monitored service provider performance and SLA's, reviewed regular operating reports, identified and managed operational changes, and led improvements in services as needed.

Implemented Service Desk software which improved the Customer Service Response (CSR) according with ITSM guidelines.

Network Administrator/IT Technician August 2006 – December 2017

Served as the lead IT member for the development and implementation of the Corporate Labeling System, Loftware; key shareholder in the validation according to FDA and Sarbanes Oxley regulations.

Designed, developed, and deployed SCCM to over 3500 end customers globally; maintained updates and educated end customers; sole IT member responsible for this system.

As Network Administrator/IT Technician, configured and managed manufacturing equipment to communicate with network assets to run production software.

Configured and managed manufacturing equipment to communicate with network assets to run production software.

Technical Acumen

Microsoft Azure

Microsoft Intune

Loftware

DNC Pro

DOS through Windows 10

Adobe

Oracle

Cisco ISE

Cisco AMP

WebEx

Java

Symantec Endpoint

SCCM

Kaseya

ITIL

Windows Servers

BMC

Lotus Notes

Group Policies

Active Directory Users and Computers

Active Directory Domain Services

VPN, Cisco Anyconnect

Active Directory Sites and Services

Windows and Mac

Citrix Virtual Desktop

Hardware Standards for Global Laptops

Global Desktop Backup Solutions

Standard Global Group Policies

VMWare

Sophos

DNS/DHCP/TCPIP

Education

Bachelor of Science (B.S.) Computer Science, Miramar College, San Diego, CA

Certifications

ITIL Certification Novell CNE

Contact this candidate