It Manager Customer Service

Ted Ginn

Seattle Metro, WA

425-***-**** ********@*****.*** https://www.linkedin.com/in/ted-ginn

IT Manager Technical Program Manager

Results-driven IT Manager with over ten years of experience, specializing in project management, technical leadership, and system upgrades. Led the successful upgrade of Allegion’s ERP system to D365 and implemented comprehensive security enhancements. Proven track record of driving efficiency, improvements, and delivering solutions that align with business objectives.

Areas of Expertise

Team Leadership Resource Allocation Problem Solving Scrum and Agile Methodologies

Vendor Management Process Management Desktop Support Critical Thinking Analysis and Issue Triage

Relationship Management Decision Making Prioritization Queue Monitoring Mentoring Hyper care support Inventory Management Communication Skills

Professional Experience

Allegion, Snoqualmie, WA October 2018 - March 2024

IT Manager

Led the strategic planning, implementation, and management of information technology systems to support the company's objectives and ensure operational efficiency.

Reported to the Senior Director of IT for Allegion and communicated with leadership frequently on the progress of legacy software and systems.

Spent 5 years supporting Alfak and Xopt, working closely with A+W employees.

Spearheaded the upgrade of Allegion’s ERP system to D365, ensuring minimal disruption to operations and preserving legacy data integrity.

Led the implementation of a comprehensive security system upgrade, encompassing cameras, building access controls, and security badges, enhancing overall safety and security.

Established strong relationships with vendors for software, hardware, and production machines, optimizing procurement processes and ensuring uninterrupted production workflows.

Collaborated with cross-functional IT teams to develop strategies for a smooth transition to D365, resulting in increased efficiency and user satisfaction.

Acted as the primary point of contact for Technical Glass Products (TGP), prioritizing customer service and addressing IT needs effectively.

Spearheaded seamless remote and local support operations, leveraging expertise in Teams, TeamViewer, and Bomgar to promptly resolve technical issues for diverse stakeholders.

Demonstrated exceptional multitasking abilities by independently managing end-to-end business requests for critical systems, ensuring timely resolution and uninterrupted workflow.

Efficiently utilized ITIL Assist ticketing system to streamline support processes and maintain meticulous documentation, enhancing efficiency and accountability within the IT infrastructure.

Ted Ginn 425-***-**** Page 2 of 2

HySecurity, Renton, WA October 2017 - July 2018

IT Support

Provided technical assistance and troubleshooting expertise to ensure smooth operation of computer systems, networks, and software applications, optimizing productivity across the organization.

Provided phone and remote desktop support, ensuring timely resolution of technical issues for employees.

Deployed and configured desktops, laptops and printers that optimized productivity and user experience.

Debugged legacy software and supported application installations, contributing to system stability and reliability.

McKinstry, Seattle, WA September 2016 - October 2016

Enterprise Support Engineer

Delivered comprehensive support and solutions to enterprise clients, ensuring seamless integration and optimal performance of complex systems and technologies.

Spearheaded remote desktop support initiatives while successfully overseeing the seamless transition of the company to Office 365, enhancing collaboration and productivity across the organization.

Proactively addressed desktop support and break-fix requirements as they arose, ensuring minimal disruptions to operations and maintaining optimal functionality of hardware and software systems.

Apex Learning, Seattle, WA November 2015 - June 2016

Help Desk Technician

Delivered timely technical support and guidance to users, resolving issues with software applications and hardware to maintain uninterrupted access to educational resources.

Provided remote desktop support with application installations.

Focused on customer service and remote help.

Education

Bachelor of Applied Science (B.A.S.) in Software Development

Green River College, Auburn, WA

Scrum Master Certification

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