Service Desk Delivery

TREVOR VANCE

206-***-**** ******.*.*****@*****.*** https://www.linkedin.com/in/TrevorVance

PROFESSIONAL EXPERIENCE

REVTech, Lakewood, WA April 2021 – July 2023

Service Desk Manager

At a leading healthcare provider, managed and led a high-performing service desk team responsible for providing technical support and issue resolution to end-users in a fast-paced environment.

Successfully supported Office 365 suite, including Exchange Online, Outlook, SharePoint Online, and Teams, resulting in improved collaboration and productivity across the organization. Mentored and coached service desk analysts, fostering a collaborative and customer-focused culture, resulting in improved performance and professional growth.

Maintained ServiceNow workflows and configurations to streamline incident, problem, and change management processes, resulting in enhanced service delivery and reduced downtime.

Collaborated with cross-functional teams, to identify and resolve complex technical issues and implement service improvements.

Created a service desk, procedures, end user documentation and knowledge base, to manage a custom developed PowerApp.

Mindtree, Bellevue, WA January 2020 – October 2020 Problem Manager for Azure network build out team

Established a compliance process for the review and remediation of incidents

Created a process for reporting, review and remediation of incidents mitigated by network engineering team members.

Created a blocked incident reporting structure alongside the reporting team for the monthly reporting service delivery reporting.

Educated team members on Excel automation and macros to assist in their routine work. Brightwork Consulting, Seattle, WA August 2019 – September 2019 Consultant at Eden Housing

Established hardware procurement & deployment procedures, trained staff on process.

Established deployment & migration procedures for desktops with Office ProPlus licensing

Coordinated with hardware vendors to fulfill orders and scheduling of deployment technicians.

Established a release & patch management process for updating server environments.

Identified recurring network problems and proposed solutions to remediate. Independent Consulting, Seattle, WA July 2017 – July 2019

Consulted on SharePoint and Office 365 migration proposals for Brightwork Consulting

Consulted on VoIP networking designs and setups with Spectrum VoIP

Created end user documentation for a consignment shopping application Avanade, Seattle, WA July 2015-June 2017

Manager

Client Technical Lead, Service Delivery Manager

Onboarded a global pharmaceutical client to the Avanade Unified Communications & Collaboration Managed Service, where Avanade was responsible for the entire infrastructure to support a global SharePoint applications & platforms across multiple data centers. TREVOR VANCE

206-***-**** ******.*.*****@*****.*** https://www.linkedin.com/in/TrevorVance

Managed a technical infrastructure team for SharePoint, SQL Server, Hyper-V, NetApp, F5, Cisco switches & firewalls, and Nessus Vulnerability Scanner technologies.

Authored & updated multiple run books for Change Management, Incident Management, Problem Management, Operations, Backup & Restore, Disaster Recovery, Patch Management and other client specific procedures.

Used SCCM to successfully perform monthly patching across 15 non-production & production SharePoint farms, to include 177 servers in 3 global data centers.

Created an “automation first” mindset with the team to consistently manage the technology.

Successfully performed quarterly disaster recovery tests.

Facilitated training sessions for Change, Incident & Problem Management, Patch Management and other related areas for new team members

Continuously monitored & improved service metrics.

Provided weekly, monthly & quarterly service reports for infrastructure & security.

Partnered with delivery, application and client teams across multiple time zones.

Respond to security, major & priority incidents and provide appropriate root cause analysis and remediation where necessary.

Provided technical direction for the development, engineering, interfacing, integration, and testing of specific components of complex hardware and software systems.

Conducted performance evaluations

Avanade, Seattle, WA March 2013 – July 2015

Senior Consultant

Network Operations Center Supervisor

Managed and supervised tier 1, tier 2 & tier 3 engineers in a managed services environment for multiple customers.

Provided technical, troubleshooting, and procedural support for tier 1 & tier 2 escalations engineers.

Coordinated with service delivery managers to ensure that staffing levels were met for client needs

Developed and delivered training programs for Managed Services staff, including population of knowledge-based systems with problem resolution tips and best practices, operational procedures and expectations.

Researched and documented major incidents and problems, developing complete documentation on impact and the root cause of issues.

Developed monthly reports of incidents, change & engineer activities for leadership.

Developed new software tool requirements for managing customer monitoring & remote management software

Conducted interviews & performance evaluations

Azaleos, Seattle, WA August 2010 – February 2013

Collaboration Engineer, Sr. Collaboration Engineer Operations Team Lead, Network Operations Center Supervisor

As a tier 3 escalation engineer for Exchange, resolved major and priority incidents to meet service level agreements, conducted root cause analysis and remediation activities.

Conducted Exchange health check services and capacity management data collection & recommendations.

Performed network troubleshooting with basic connectivity testing and firewall troubleshooting as needed

Troubleshoot various Enterprise backup solutions, storage environments, and virtualization environments.

Monitored multiple customer networks and systems, and conducted patch management. TREVOR VANCE

206-***-**** ******.*.*****@*****.*** https://www.linkedin.com/in/TrevorVance

Created software deployment project plans for customer monitoring & remote management software

Capgemini, Seattle, WA February 2004 – July 2009

Supervising Associate

Led an India support team for messaging & directory systems: Exchange, BlackBerry/SmartPhone, ActiveDirectory, DFS.

Technical lead for the migration from Exchange 2003 to Exchange 2007, including mobile devices, & from one Active Directory domain to another Active Directory domain. Sogeti, Seattle, WA July 2002 – February 2004

Consultant, Sr. Consultant

Managed the technical aspects for an office move. Wiring build out, data & voice networks, post move support

Migration of 8000 users from Lotus Notes to Exchange 2000 EDUCATION & TRAINING

Bachelor of Arts, History of Science, University of Washington Information Technology Infrastructure Library (ITIL) v3, Foundations

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