Desktop Support Senior IT
Resume:
PROFESSIONAL SUMMARY
With ** years of comprehensive IT experience and 15 years in
senior IT management, I bring a wealth of expertise in driving strategic initiatives and optimizing IT operations. Certified in ITIL v3
(09/2013, Cert No: 100572127), I have demonstrated proficiency in incident management as a Site Representative for ACS/Xerox WHQ, and have extensive knowledge in ISO-20000 standards. My track record includes leading successful client pursuits and transitions, serving as a Corporate Site Representative for incident management during external BSI audits. I possess deep expertise in network installation, administration, and support, and am known for my exceptional customer service, problem-solving skills, and ability to foster positive client relationships. My professional demeanor and strategic approach have consistently driven successful outcomes and enhanced organizational performance.
EXPERIENCE
Service Desk Operations Manager
April 2022 - Present Zensar Technologies
Manage a staff of 26 remote individuals both in current role and career-pathing
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Provide training curriculum in various subjects of IT for advancement
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Maintain staffing within budget, while providing world-class support to the client
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Ensure Team Leads are apprised of any operational changes for dissemination
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Provide weekly, monthly, quarterly, and annual metric reports to the client
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Work closely with the Desktop team in order to take responsibilities off their plate
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Drive metrics through KPIs, SLOs, SLAs, and current budgeting goals.
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Provided leadership in creating innovative methods for streamlining business processes.
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CONTACT
******@*****.***
Forney, TX 75126
SKILLS
• Operations Management
• Problem-Solving
• Staff Management
Employee relations and conflict
resolution
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• Performance Management
• Director level management
• Project planning and development
• Operations Oversight
• Incidents management
• Leadership
XAVIER STITT
SENIOR IT EXECUTIVE
Helpdesk Manager
August 2021 - June 2022 Palo Alto Networks (iOpex
Technologies)
Director of Managed Services
October 2020 - August 2021 Cielo, llc
Director of I.T. Support Services
June 2019 - April 2020 Texas A&M Commerce (Columbia Advisory Group)
Support of Okyo Garde (new product of PANW) from start of support creation
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• Manage a team of 5 remote helpdesk staff members Assisted in product and support tools training and build of Support staff before 'go-live' of the product
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Responsible for daily and weekly metrics reporting, along with any outstanding issues
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Intercom is used as the ITSM, as customer intake is through phone, email, and chat
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Responsible for CSAT scoring and staff feedback for areas of improvement
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Observe any staff performance issues, and deliver disciplinary actions as needed
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Locate areas of strength in each staff member and help them to hone in to be SME's.
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Managed the IT Support Team consisting of both national and international support staff
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Responsible for supporting both external customers, and internal Cielo staff
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Created, Implemented, and reported on KPI's and SLA's for both support areas
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Customer support consisted of A/V, IT, Door Access Control, Site Alarm Systems, and Assessments
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• Managed day-to-day activities/ticketing using SolarWinds ITSM SolarWinds N-Able used for Server and PC Patching, Maintenance and remote administration
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Supported internal and external customer phone systems as telephony admin
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• Customer issue intake initialized through phone, email, and chat Participated in weekly Leadership Think-Tanks and roadmap progress.
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Manage/Lead: oversee a team of 28 Technical Analysts and Student Workers, which provide highly-valued strategic consulting level support for the Texas A&M Commerce staff/faculty/students
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• Provide performance evaluations and guidance on future growth Ensuring all staff understands the work-load and prioritization of tasks
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• Manage vendors - Dell, Summus, CDW, SHI, Nextiva, etc Director of Helpdesk and Call Center
September 2018 - June 2019 Texas A&M Commerce (Columbia Advisory Group)
I.T. Manager Support Services
November 2016 - August 2018 North Central Texas Council of Governments
Work with CIO to establish meaningful performance metrics depicting positive results of the IT team
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Oversee provision of end-user services and assure that all tasks are completed to the customer's satisfaction
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Manage the weekly CAB meetings/discussions to engage all necessary teams for any upcoming Changes
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Responsible for designing, implementing, and updating improved Process or Operational policies
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Actively attend monthly Roadmap meetings to have a full grasp of customer needs and goals
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Assist with departmental IT procurement, including managing contracts to ensure strategic and successful testing and deployment of new technologies
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Participate in the application of Desktop-as-a-service and Software-as-a-service offerings
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Establish and manage supporting procedures for cloud platforms and applications such as O365, AWS, AirWatch MDM, and other major infrastructure platforms.
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Handle staff scheduling, coverage, and availability using WhenIWork application
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Create, execute, and report on daily, weekly, and monthly SLA metrics
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Engage and manage telephony, AV, and software licensing with vendors
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Create, update, document, and implement any new
process/procedures in ConnectWise KB
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Manage projects with focus on budget, quality, timeliness, and execution
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• Approve/Reject staff, faculty, and student software requests
• Write and deliver annual performance appraisals
• Manage/assign/oversee tickets to completion using ConnectWise
• Approve staff PTO and timesheet approvals
• Manage on-boarding and off-boarding using SSO and ADS
• Create, update, delete DL's
Ensure all staff and faculty are up-to-date on ISO-9001 and FERPA training
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Assist in FileWave updates, file distributions, asset management, and inventory.
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• Handle staff scheduling, ensure coverage, and enforce availability Napa Support Site Assistant Manager
July 2015 - November 2016 GPC Inc
Sr. I.T. Manager
February 2014 - July 2015 Fonality, Inc
Manage daily tasks which include staffing, monitoring for alerts, assigning tasks, ensure proper ticket handling
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• Engage and manage vendors for multiple projects
Create, document, and implement any new process/procedure or update existing process/procedure
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Manage projects with focus on budget, quality, timeliness, and execution
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• Approve/Reject software requests
• Write and deliver annual performance appraisals
Ensure individual and team objectives are met on a daily, weekly, and monthly basis
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Manage the RIS Operations Infrastructure and User Services teams to meet upper-mgmt initiatives
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Find creative ways to keep team moral upbeat and maintain healthy relationships with each team member.
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• Handle Support Center scheduling
• Define and enforce personnel policies and process
• Process implantation tied into KPIs and SLAs
• Create Training schedules
• Mentor and manage agent and supervisor performance
• Improve and maintain morale
Conduct feedback and coaching sessions with the agents and supervisors
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Identify, document, and address technical and non-technical training needs
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• Ensured the support team met all operational goals and objectives
• Monitored call loads and optimized resource utilization
• Enforced schedule adherence and managed user escalations Maintained the Support organization's role in the SDLC (Service Delivery Life Cycle)
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• Report performance metrics to the Support Center Director.
Managed day-to-day analysis of the overall performance of I.T., including reporting to the I.T
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• Director, and VP of I.T
Reported on Dept SLOs, functional improvements, and future initiatives (ie: physical site relocation)
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Managed the company's telephony system, using proprietary equipment (VOIP organization)
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Manage telephone service providers, systems, and equipment vendors
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• Maintained the IVR built call trees
Operations Manager
August 2013 - February 2014 Compucom Systems
Service Desk Aquisitions Manager
March 2008 - November 2013 Xerox
Team Supervisor
January 2008 - March 2008 Xerox
Administer our Gmail email system via the GAM (Google Apps Management) console
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Manage the Desktop team in all break-fix/request occurrences throughout the US, Manila, and Australia sites.
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• Delivery of all daily and weekly reports to senior management
• Coordination, investigation, and resolution of all major incidents Facilitate/Lead bridge calls through resolution of high-severity incidents
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Participate in investigation and resolution process from Tier 2 onward
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• Follow ITIL processes to completion of all high-severity incidents
• Operate within ITSM standards while performing all daily functions.
Assisted in leading the company's leveraged service desk environment supporting gov't entities
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• Took on new role as Transitions coordinator simultaneously Continued all Team Lead activities, prepared for, and participated in, annual Incident Management Audits, closely interlaced with Change, Problem, Service Continuity, Service Level, Release, and Security mgmt., using an outside audit vendor (BSI Audit) as to the performance levels within the ISO 20000 and ITIL v3 compliance certifications the company held
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• Utilized the Service Desk Services arena for client pursuits Responded to RFPs, performed technical writing in responses, and prepare for BAFOs
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IKTs and DKTs on client sites, to later assemble a team to train to take over the incumbent Desk
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• Built knowledge base for each newly acquired client.
• Assisted in client escalations
• Completed daily, weekly, and monthly deliverables to mgmt
• And the client
Managed the staff using CMS Supervisor to monitor AVAIL, ASA, AHT, Call Queues, and FCRs
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Moved agents around to cover overwhelmed queues, at the needed times
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Created reports using Business Objects Crystal Reports raw data, then tailoring Excel reports for senior mgmt
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Responsibilities also included agent disciplinary action, coaching, payroll, and time-keeping.
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SME Team Leader
November 2007 - December 2007 Xerox
Sr Helpdesk Analyst
July 2007 - November 2007 Xerox
Much of my duties at this position were mimicking my Sr Helpdesk Analysts role, with the addition of providing assistance to all other analyst on the team
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Acted as an additional tier to take over calls other analyst could not resolve.
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• Fielded 50-60 calls per day
• Handled approximately 35 web tickets and 30 email tickets per day
• Routed unresolvable 1st tier calls to 2nd tier for further assistance
• Assisted in Bridge calls with Sit-Man, SDMs, and client IT depts Helped with new trouble-shooting procedures for our Web- tool/Knowledge-base
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Pushed software remotely using Altiris client via the Citrix ICA Client Software
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• Trouble-shot SAP limited issues
Used RSA Secure ID to get into the ACE Database server to resolve VPN issues
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• Trouble-shot all AD issues, registry issues, and peripherals
• Supported network connectivity issues
• Stayed within Top 3 of 14 agents in monthly performance stats. EDUCATION
Associates in Computer Science
January 2008
Remington college
Completed coursework towards Business Administration in Business Administration
Jarvis Christian college
CERTIFICATIONS
• ITIL v3 Certified - Sept-2013 Cert No: 100572127 CSME, Inc. REFERENCES
References available upon request
Contact this candidate