Eric Davis

404-***-**** adyya3@r.postjobfree.com Conley, GA

linkedin.com/in/eric-a-davis

Information Technology Leader

Senior-level IT Manager with a diverse 10+ year technology background. Strategically steer and deliver IT objectives supporting global operational initiatives, organizational growth, and process alignment. Guide technology teams with technology scalability and continuity while maximizing financial savings. Exceedingly skilled at IT best practice introduction, process and control strengthening, building high-performing teams, and enforcing positive change.

Signature Competencies

Global Operations Management Service Delivery

Key Performance Indicators (KPIs)

IT Policy & Procedure Development Team Building & Leadership

Incident Management

Vendor Management

Knowledgebase Management

Process Improvement

Professional Experience

Help Desk Manager Ware Malcomb Atlanta, GA 2023

Served as hands-on leader, guided team through normal and escalated request resolution, established and maintained effective change management plan, and ensured proper technology communication to meet defined Service Level Agreements (SLAs) across departmental IT support staff.

Monitored and reviewed tickets, dashboards, and reports to effectively manage regional response and resolution times; maintained a balanced workload and accurately document issues for faster future resolutions.

Developed and maintained close working relationships with the Level 3 IT team and end users to identify IT process gaps and provide service-enhancing improvements to meet or exceed departmental milestones/goals; mentored support technicians and aided in staff development to achieve defined career goals.

Service Desk Manager Aprio Atlanta, GA 2021–2022

Managed service desk ticket backlog as Zendesk ITSM application owner to ensure agents’ Service Level Agreements (SLA) achievement. Collaborated across level 3 support services, business, and other product owners to improve technical support initiatives. Realized 50% in backlog reduction within first 30 days.

Translated operational needs into improvement opportunities, employing technology and digital dexterity to align organizational agility with growth vision; led service delivery with effective IT communication, strategy logic, and problem-solving to achieve measurable KPI results across IT Service Desk and multi-functional team.

Owned, developed, and managed end-user onboarding/offboarding processes to ensure deployed and productive employees; managed end-of-life technology assets and replacement technologies lifecycle practices.

Regional Information Systems Manager (Contractor) Varian Medical Systems Atlanta, GA 2020

Led organizational end-user computing and engineering support teams across North and South American regions (US, Canada, and Brazil). Implemented policies, programs, and technology guidelines to secure mixed computing and Active Directory (AD) domain environment while ensuring productivity and growth.

Guided software troubleshooting efforts utilizing application-specific support groups and vendors; managed business relationships to understand operational needs, requirements, goals, and targets.

Collaborated with senior executives, key stakeholders, vendors, and customer teams to advise and influence leadership officials regarding organizational matters of significance.

Designed and formulated new services, improved existing features, and implemented operational standards and targets for technical documentation, security, and asset life cycle; assumed incident/request delivery responsibility to efficiently resolve problems within defined SLAs.

Manager, Technology Support Services Deloitte Atlanta, GA 2019–2020

Held accountability for staff performance evaluation, fiscal year goal setting, team coaching, mentorship, recruitment, and departmental metrics development. Managed risk mitigation and associated compliance across assigned areas.

Managed support ticket queue with 50% queue reduction through process improvement implementation; enforced departmentally-defined SLAs and ticket closure procedures for non-responsive customer cases.

Increased team laptop and Mac system repair support efforts to allow faster turnaround times, reduce single point of failures (SPoFs), and eliminate repair bottlenecks.

Utilized existing headcount to reduce service blockages with duty reassignment, including “asset floater” enhancement, dedicated Hard Drive Data Retention (HDDR), device wipe, and system image team members.

Senior Manager, End User Services - Americas Global Payments Inc. Atlanta, GA 2016–2019

Developed and executed infrastructure and technology project strategies transformation. Directed team accountability for North and South America corporate and remote end-user support. Planned and managed major technology efforts, including new application and feature deployment, and ensured 100% on-time project completion.

Provided direction and subject matter expertise to executive teams and recommended technology tools, controls, and improvements to maximize technological success and Return on Investment (ROI) gains.

Established and prioritized team tasks, published metrics, and KPIs; employed best practices to drive single point-of-contact communication, improve end-user relationships, and reduce first-call resolution times.

Defined global corporate audio-visual (AV) standards, led conference and training room install and upgrade, and managed team accountable for multiple US-based office technologies; managed vendor relationships and maximized software licensing, hardware maintenance, and cloud service offerings for realized cost savings.

Manager, End-User Support Global Payments Inc. Atlanta, GA 2014–2016

Assumed managerial role to lead US-based support team responsible for end-user requests and incident management. Planned and directed technology functions, with accountability for overall End-User Services department success. Streamlined operational processes to improve team performance and support efforts.

Analyzed recurring issues, implemented problem management process improvements to eliminate problem commonalities, and applied employee self-service enhancements to improve end-user experience.

Ensured timely end-user communication and status updates to appropriate leadership community for outage resolutions, scheduled maintenance, and known operational downtime.

Implemented company-wide workstation, operating system deployment, and Virtual Desktop Infrastructure (VDI) technology standards; managed Desktop Engineering teams accountable for systems functionality.

Senior End-User Support Specialist Global Payments Inc. Atlanta, GA 2012–2014

Independently maintained efficient end-user system performance. Utilized advanced-level information security knowledge to lead and enforce security processes, policies, and compliance across corporate systems and applications.

Decreased IT Service Management (ITSM) ticket queue backlog by 85% with proactive survey and compliance initiative implementation to improve technical support offerings and prevent data breaches.

Analyzed and identified new products and system features, installed, configured, troubleshot, and provided high level end user support to corporate onsite, including C-level executives and remote users, throughout the US.

Resolved complex end-user incidents, recorded, tracked, and updated affected parties utilizing ticketing tracking and adherence to defined organizational SLAs for resolution completion times.

Certifications & Training

ITIL Foundation V4 Course Microsoft Certified Technology Specialist (MCTS) Microsoft Certified Professional (MCP) Microsoft Certified IT Professional (MCITP) Microsoft Certified Desktop Support Technician (MCDST) CompTIA A+

CompTIA Network + Certified Chrome OS Deployment Certified How Managers Become Great Leaders Course

Technical Skills

Windows (8, 10, & 11) OS MAC OS Linux Ubuntu Windows Server (2012 & 2016) SCCM Intune Citrix SharePoint

Office 365 Azure Active Directory (AAD) Active Directory Zoom/Team Conference Room Azure Virtual Desktop ServiceNow

Education

Bachelor of Science in Business Administration Middle Georgia State University Completed in 2022

Completed credits towards Bachelor of Arts, Business Administration Morehouse College

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