Service Desk Field

Jeffrey A. Dunn

IT DIRECTOR

************@*****.*** 270-***-**** KY 42103

LinkedIn: https://www.linkedin.com/in/jeff-dunn-8369398/

Strategic IT leader with top-secret clearance and 20+ years of experience directing teams of between 2 and 35 employees to deliver projects that supported infrastructure, field service, and service desk operations. Supported up to 2500 internal and external customers while fulfilling hiring initiatives, managing staff training and development and overseeing day-to-day operations to ensure operational excellence.

CAREER HIGHLIGHTS

Within 6 months from date of hire at Alpine Intel, achieved initiative to move technical support in-house, fully staffing service desk, completing all SLAs, KPIs, processes, and procedures and reaching/exceeding all support goals

Completed all SRNS new installation projects on time achieving, 100% customer satisfaction by collaborating with a broad range of customers and department leaders to gain a clear understanding of project requirements

Enhanced AUHS service desk efficiency by rolling out ServiceNow ticketing system, meeting all vendor and user requirements and expectations

SKILLS

Agile • Project Management • Team Leadership • Team Building, Development, and Coaching • Customer Service • Policy and Procedure Origination • Budget Development • Asset and Vendor Management • HIPPA Compliance (Security Policies and Procedures)

Technical Skills

Windows OS • Windows Server • MS Exchange • Microsoft SCCM and SCSM • Datadog • RDP • Azure • AWS Storage Management • Citrix • TeamDynamix • ServiceNow • OWA • Remedy • Microsoft Copilot • Microsoft Office

CERTIFICATIONS

Microsoft: MCSA, MCP • CompTIA: A+, Network+, Security+ • ITIL • Senn Delaney Culture Training

EXPERIENCE

Alpine Intel, September 2023 to May 2025

IT Service Delivery Manager

Supported both internal and external clients by leading, motivating, and overseeing a 9-person team of engineers and support specialists

Ensured operational efficiency by managing daily department activities and full-cycle staff oversight

Designed and executed strategic and tactical plans, including support SLAs, KPIs, and performance reporting

Developed and managed the annual departmental budget in alignment with projected project volume

Spearheaded the transition of technical support services in-house by building a support desk from the ground up and implementing the TeamDynamix ticketing system

SRNS (Savannah River Nuclear Solutions), December 2021 to September 2023

Site Services and Automation Senior Manager/Project Manager

Managed a 17-member engineering team supporting the U.S. Department of Energy’s Savannah River Site (SRS)

Formulated annual budget plans in alignment with anticipated project volume

Directed daily departmental operations, including staff supervision, mentoring and performance evaluations

Crafted support SLAs for the engineering group and KPIs and reports as per the support SLA

Developed strategic and tactical planning initiatives and served as project manager on key departmental efforts

AUHS, August 2020 to December 2021

Project Management/IT Field Service Manager

Supported over 12K customers, managing a team of 17 technicians

Oversaw day-to-day departmental activities and devised strategic plans for future initiatives

Constructed Support SLAs for Service Desk/Field Service teams and KPIs and reports in line with the Support SLA

Enhanced service desk support and issue resolution time by developing a knowledge database and implementing ServiceNow ticketing/tracking system

Served as project manager for a broad array of diverse projects

Created annual budget plans

UKHC, August 2013 to August 2020

Project Management/IT Field Service Manager

Led a 35-member technical team supporting 25K+ customers, overseeing hiring, mentoring, daily operations, and performance evaluations.

Directed departmental strategy, budgeting, and project management initiatives; developed and implemented Support SLAs, KPIs, and reporting frameworks for Service Desk and Field Service teams

Spearheaded knowledge base development for Service Desk support and contributed to EPIC system implementation

EARLIER EXPERIENCE

TEKsystems/MSB/HRC, IT Program Director of Project Management

Passport Health Plan, Director of IT Infrastructure and Support/Project Management

MTD Products, Inc., IT Systems Administrator III/Project Lead

UPS, Brokerage Technology Manager/IT Project Management

EDUCATION

Master’s Degree, Organizational Leadership, Western Kentucky University

Bachelor of Science, Information Technology, American Intercontinental University

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