Desktop Support Service Desk

Jose Lutin ******@*********.*** • 561-***-****

LinkedIn • Boynton Beach, FL

IT Support Manager Strategic IT Leadership Team Development Service Delivery Excellence Seasoned IT leader with 15+ years of experience managing high-performing teams, driving support operations, and optimizing infrastructure for business enablement. Expertise spans service desk and desktop support operations, vendor and budget management, ITSM frameworks, and full-service lifecycle oversight. Proven track record of aligning technology with organizational goals, managing SLAs and KPIs, and delivering enterprise-wide technical solutions. Strong command of ITIL processes, remote access systems, and ITSM tools to drive continuous improvement and outstanding end-user satisfaction. CORE COMPETENCIES

• Team Leadership & Talent Development • KPI/SLA Management & ITSM Tools (Ivanti, etc.)

• Service Desk/Desktop Support Strategy • Vendor & Budget Management

• Call Management & Remote Support Tools • ITIL Operations: Incident, Problem, Change, Knowledge

• Process Improvement & End-User Enablement • Contract Negotiation & Asset Lifecycle Management PROFESSIONAL EXPERIENCE

IT Service Manager

Florida Department of Transportation, April 2023 – January 2025

• Led and managed daily operations of a cross-functional technical support team at the Tolls Data Center, ensuring consistent, high-quality service delivery.

• Directed support operations for end-user requests, systems, and network infrastructure in compliance with ITIL best practices.

• Defined, tracked, and reported service metrics including MTTR, first-contact resolution, ticket volume trends, and customer satisfaction.

• Oversaw department service contracts and vendor relationships; optimized sourcing models to meet budget and performance goals.

• Developed staff performance plans and training roadmaps; coached team leads and conducted regular team evaluations.

• Managed the Disaster Recovery site, ensuring compliance with DR/BCP protocols and maintaining readiness through regular audits and testing.

• Ensured secure system access for internal teams and third-party contractors; maintained compliance with PCI, cybersecurity, and IT asset management standards.

• Maintained current documentation and led the team in aligning with the enterprise IT roadmap and architecture.

• Collaborated with the Project Management Office to align resource allocation with business priorities.

• Led efforts to adopt formalized incidents, change, problem, and knowledge management processes. Computer Systems Manager

Tropical Shipping, December 2018 – April 2023

• Directed a team of network admins and support staff overseeing servers, SAN storage, and desktop support operations across multiple locations.

• Managed IT service delivery, including desktop support, ticketing workflows, and issue resolution across a global end-user base.

• Established service KPIs and reporting mechanisms to monitor team performance and end-user satisfaction.

• Conducted regular audits on IT assets and software licensing; worked closely with vendors to manage procurement and contract negotiations.

• Oversaw system deployments, backup operations, and disaster recovery planning.

• Led the recruitment, onboarding, and mentoring of IT staff while creating development plans and improving retention.

• Collaborated across departments to improve ticket resolution efficiency and reduce support backlog.

• Ensured compliance with ITIL Service Operations processes, including structured incident response and documentation.

Senior Systems Engineer

Jupiter Medical Center, February 2016 – December 2018

• Supported over 800 servers, 100 switches, and 3,500 endpoints; led infrastructure upgrades and compliance-driven improvements.

• Implemented Citrix XenDesktop environment supporting clinical VDI workflows and 2000+ application launches daily.

• Migrated Exchange Environments and expanded VMware-based server virtualization to over 600 servers.

• Participated in ITIL-based incidents, problems, and change management processes to enhance stability and accountability.

• Trained support staff on new platforms and managed knowledge transfer during transitions. Senior Network Systems Analyst

City of West Palm Beach, March 2015 – February 2016

• Administered core systems infrastructure, including VMware, Citrix, SANs, Exchange, MS SQL, and AWS environments.

• Supported enterprise applications and led AWS cloud configuration and support initiatives.

• Cultivated an environment of teamwork by building trust and rapport with colleagues and across different department teams

• Built strong one-on-one relationships with team members

• Fostered open and honest communication

EDUCATION & CERTIFICATIONS

Associate of Arts in Management Information Systems, Palm Beach State College, 2021 Certifications:

• ITIL v3 Foundation

• Cisco Certified Network Associate (CCNA)

• Microsoft Certified Systems Engineer (MCSE)

• Microsoft Certified Systems Administrator (MCSA)

• Microsoft Certified Professional (MCP)

• Novell Certified Network Administrator (CNA)

TECHNOLOGIES & TOOLS

Windows & macOS • Active Directory • Citrix • Ivanti • VMware • Exchange • Office 365 Salesforce (functional knowledge) • Remote Desktop Tools • ITSM Platforms • Endpoint Management • Network Monitoring

Contact this candidate