It Support User Services
Resume:
EMPLOYMENT HISTORY
APR **** - PRESENT
Associate, User Services, Factor Law, Chicago, IL
JAN 2018 - MAR 2021
User Services Supervisor, Tier 2 and 3, Axiom/Knowable, Chicago, IL JUL 2015 - JAN 2018
Enterprise Support Center Supervisor, Arthur J. Gallagher, Rolling Meadows, IL MAY 2014 - JUL 2015
Tandem Non-Stop Operations Analyst, Arthur J. Gallagher, Itasca, IL 6430 N. Olympia Ave, Chicago, US, 60631
***********@*****.***
DIMITRIOS MARAVELIAS
PROFESSIONAL SUMMARY
IT professional with 15 years of extensive expertise in user services and support supervision, known for optimizing network configurations and streamlining IT processes. Demonstrates a visionary approach in managing IT assets, enhancing system efficiency, and reducing downtime. Passionate about leveraging technical skills and innovative solutions to drive success and operational excellence. Primary IT contact for U.S. users, resolving issues via Fresh Service; on call 24/7 for executive support. Manage IT inventory and accounts, ensuring seamless operations and updated equipment in Chicago office. Create and manage user accounts, software licenses, and security ID badges for U.S. staff. Develop and maintain Powershell scripts for program installations and updates, enhancing efficiency. Oversee client-facing projects, ensuring reliable network connectivity and enterprise environment integration. Optimized network configurations, enhancing system efficiency across all U.S. offices. Streamlined IT asset management, reducing equipment downtime significantly. Spearheaded a 30% reduction in response time for IT support tickets. Supervised service desk and Tier 2 team of 4, ensuring efficient issue resolution and support. Resolved daily remote user issues via ServiceNow, enhancing user satisfaction. Collaborated with Tier 3 and Engineering teams on office equipment updates and troubleshooting. Maintained inventory and security protocols for office equipment, ensuring operational readiness. Provided on-call VIP support, including MAC support, for Knowable VIPs, ensuring seamless operations. Fostered team collaboration to enhance troubleshooting methods and improve service quality. Streamlined equipment tracking, increasing asset utilization and reducing misplacement incidents. Implemented new asset tracking solutions to reduce equipment misplacement significantly. Supervised a 25-person technical support team, ensuring optimal shift coverage and performance metrics. Managed corporate project transitions into global IT support, enhancing operational efficiency. Generated detailed service desk performance reports, improving response strategies. Addressed customer issues through various channels, maintaining high satisfaction levels. Developed and coordinated knowledgebase documentation, streamlining support processes. Streamlined IT support processes, ensuring alignment with corporate SLA targets and quality standards. Orchestrated the seamless integration of business units into a unified global IT support framework. Developed and delivered personalized coaching, elevating team performance and QA scores monthly. Managed critical VIP support issues, maintaining high availability and rapid response capabilities. Ensure timely completion of HP Non-Stop mainframe tasks, adhering to SLA requirements. Maintain and update banking, ESR, and data transfer databases, ensuring system integrity. Monitor and troubleshoot CPU and server health, escalating issues to engineering when necessary. Serve as primary overnight contact for banking processes, liaising with banks and engineers. Document and update operational processes on SharePoint, enhancing team knowledge base. Managed mainframe operations ensuring compliance with SLAs and optimized system performance. Led nightly banking processes, serving as primary liaison for system issues, enhancing response efficiency. Conducted thorough system checks, promptly resolving errors to maintain uninterrupted service. AUG 2012 - MAY 2014
Technical Analyst, Arthur J. Gallagher, Itasca, IL JAN 2009 - JUL 2012
Lead Systems Support Analyst, Valcom/Grainger Inc, Niles, IL EDUCATION
2009
ComputerTraining.edu, Schaumburg, IL
Course work included support and implementation of Microsoft Windows Vista. XP, Server 2003, and ISA. AUG 2009
MCTS (Microsoft Certified Technology Specialist)
OCT 2009
MCP (Microsoft Certified Professional)
MAR 2010
MCSA (Microsoft Certified Systems Administrator)
CCNA (Cisco Certified Network Administrator)
In Progress
AWS CSA-A (Certified Solutions Architect – Associate) In Progress
L INKS
Resolved technical issues for employees and clients, enhancing daily operations efficiency. Provided comprehensive support for Risx-Facs, improving client satisfaction. Installed and managed software using SCCM, ensuring compliance and proper licensing. Assisted with CUCM setup, ensuring seamless communication for new employees. Led a seven-person helpdesk team, addressing network and email issues, ensuring smooth operations. Documented critical issues and escalated to Tier 2/3 teams, improving response times. Conducted service call audits and mentored team members, enhancing service quality. Scheduled and facilitated team meetings, optimizing daily workflows. Performed Systems Support Analyst duties, maintaining system stability and reliability.
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