It Support Operations Manager

Francis Murray, IT Support Services Manager

Longmont, 80501, United States, 303-***-****, *********@*****.***,

LinkedIn: https://www.linkedin.com/in/francis-murray-0060785/

Summary

Proven IT Operations Manager with over 40 years of experience in managing technical support teams and IT infrastructure. Expertise in Microsoft Server administration, Azure cloud environments, and ITIL principles. Successfully established service delivery processes that improved response times by 30%. Adept at troubleshooting complex issues while ensuring security and compliance, ready to leverage skills at Onward Energy to enhance operational efficiency and contribute to a sustainable future.

Work Experience

04/2024 – 06/2024

MSP Senior Operations Manager, Director of IT Support Services,

Viatek Support Services Inc. Lafayette, USA

Directed the Viatek Service Delivery Team, managing all operational activities and responsibilities.

Oversaw the administration and strategic management of Remote Monitoring and Management (RMM) and Professional Services Automation (PSA) tools.

Instituted a new service delivery process alongside a comprehensive incident triage framework.

Facilitated weekly team meetings and documented post-meeting action items to ensure accountability and follow-through.

07/2023 – 04/2024

IT Help Desk Manager/Team Lead/Project Manager, U.S. Department of the Interior (DOI-BOR) Lakewood, USA

Administered IT support for the Bureau of Reclamation (BOR) while leading a team of contractor staff.

Monitored ticket counts to ensure alignment with service level agreements (SLAs).

Delivered white-glove support for high-priority customers, enhancing client satisfaction.

06/2017 – 03/2023

Information Technology Associate Manager, Data Center Manager,

Arrow Electronics Inc. Centennial, USA

Supervised daily operations of the Data Operation team, fostering an environment of continuous improvement.

Managed infrastructure inventory and maintained a high standard of customer service.

Ensured full compliance with all assigned operations policies, enhancing operational efficiency.

08/2016 – 04/2017

Manager IT TECH SUPPORT– NOC Colocation Support Team,

CenturyLink Technology Solutions Littleton, USA

Led a team dedicated to providing first-contact support for colocation customers, ensuring efficient issue resolution.

Monitored adherence to ITIL Foundation implementation policies to align with industry best practices.

Maintained high customer satisfaction levels regarding SLAs through targeted follow-ups.

03/2012 – 10/2015

Technical Support Services Helpdesk Manager,

Scantron (Harland Clarke Corp), Formerly Global Scholar Loveland, USA

Analyzed service levels and telephonic call queues to optimize performance.

Collaborated with the Vice-President of Support Services to adjust staff schedules and streamline call flow.

08/2010 – 03/2012

Data Center Operations Customer Care Manager,

North American Honda Longmont, USA

Directed data processing operations while managing an efficient team of six network engineers.

Implemented extensive network operations surveillance to ensure system reliability and performance.

07/2009 – 07/2010

IT Support Help Desk Manager e-Authentication, United States Department of Agriculture – Bureau of Land Management Fort Collins, USA

Spearheaded a team of Service Desk professionals in delivering exceptional customer support.

Orchestrated customer communications to enhance overall satisfaction and resolve issues swiftly.

07/2007 – 07/2009

Network Operations Critical Incident Manager/Team Lead,

Amgen Pharmaceuticals Inc.Longmont, USA

Led incident management efforts for a global Information System infrastructure network.

Coordinated stakeholder communication during outages to ensure timely updates and recovery.

09/2006 – 06/2007

Network Operations Support Analyst, Shift Lead,

Northrop Grumman Corp. Lafayette, USA

Supervised a team of support analysts, fostering a collaborative and productive work environment.

Compiled and presented daily trouble ticket status reports to inform management and enhance operations.

07/2005 – 05/2006

Enterprise Accounts Manager/Help Desk, Senior Tech Support,

Integrated Research Denver, USA

Delivered comprehensive technical support services across various OS platforms.

Acted as an essential customer liaison for support issues, facilitating prompt resolutions.

01/2005 – 06/2005

Network Operations, Technical Center Lead/MVS operations Support,

IBM Boulder, USA

Resolved complex technical support escalation issues to maintain system integrity.

Provided robust support for Windows/Office applications, optimizing user experience.

07/2000 – 11/2004

Enterprise Services Project Manager/Wireless IP Tech Support Engineer

Polycom - Avaya (Formerly Spectra Link Wireless Corporation) Boulder, USA

Managed the enterprise customer support team, enhancing service quality and response time.

Addressed technical support escalation issues, ensuring swift resolutions.

12/1998 – 07/2000

Network Operations, Data Center Lead/MVS Ops Support,

Cahners Business Information Systems Highlands Ranch, USA

Supervised a team of operations specialists, driving operational excellence.

Generated comprehensive performance reports for senior management to inform decision-making.

02/1994 – 10/1998

IT Tech Support - Customer Service Help Desk Manager

Western Union/American Express, First Data Corporation Greenwood Village, USA

Supervised a team of account reconcilers, fostering team cohesion and performance.

Conducted performance reviews and managed disciplinary actions to ensure workforce compliance.

04/1996 – 08/1998

Customer Credit Accounts Manager, Senior Customer Service Manager, Advanta/Fleet National Bank(s) Colorado Springs, USA

Supervised a team of credit account representatives, optimizing service delivery.

Administered personnel reviews and monitored support calls to improve service quality.

02/1995 – 06/1998

Technical Support Help Desk Manager,

Western Union, First Data Corporation Greenwood Village, USA

Led a team of technical support analysts, enhancing operational efficiency.

Processed point-of-sale trouble ticket escalations to maintain system integrity.

04/1993 – 02/1994

Payroll Disbursement/ Dispatch Operations Manager,

STANDBY Personnel Inc. Colorado Springs, USA

Supervised payroll operations and customer service, ensuring compliance and accuracy.

Managed payroll disbursements to labor staff, facilitating timely payments.

10/1992 – 01/1993

Lead Software Tester

Loral Command & Control Systems Colorado Springs, USA

Conducted rigorous testing of the U.S. Army's Automated Maneuver Control System.

Documented test activities and identified discrepancies to improve system performance.

01/1991 – 06/1992

MVS Mainframe Computer Operator/Data Librarian,

Space Warning Information Center Colorado Springs, USA

Maintained an automated magnetic data media library, ensuring data accuracy and availability.

Assisted users in data retrieval and recovery, promoting efficiency.

07/1987 – 08/1990

Military Policeman/RTO Dispatcher, Computer Operator,

4th Infantry Division, United States Army Fort Carson, USA

Operated and maintained the command's IT systems, ensuring seamless operations.

Provided training certifications to new users, enhancing team proficiency.

08/1981 – 04/1987

MVS Mainframe Computer Ops Help Desk Manager/Programmer Analyst

United States Air Force 380th Bomb Wing, Plattsburgh AFB, USA

Managed operations and maintenance of the Automated Media Library, promoting accessibility.

Provided archival data retrieval services for end users, optimizing data access.

Education

01/1985 – 04/1987

University of Maryland

associate degree, Applied Computer Sciences

College Park, MD, United States

01/2009 – 09/2009

Project Management Institute

Project Management Professional-PMP

Denver, CO, United States

02/2004 – 10/2004

Training Planet3 Wireless

Cisco Wireless Network Administrator

Denver, CO, United States

Skills

Active Directory

IT Management

ITIL Foundation III

SAP Operations

ServiceNow Incident Management

Data Center Management

Help Desk Management

VoIP Networking

Wireless Telecommunications

Client Relationship Management

Conflict Resolution

Performance Coaching

Negotiation Skills

Decision-Making Skills

Microsoft Azure

Microsoft Exchange

Data Protection Manager

Microsoft Intune

Energy Industry Experience

Microsoft Teams

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