Customer Service Help Desk
Resume:
JEFFREY WILLIAM WINNING
King, NC 27021 **********@*****.***
SUMMARY
A dynamic, resourceful and team-oriented leader with a strong record of consistently improving processes, quality and productivity. An experienced manager and educator who exemplifies professionalism and has the ability to motivate team members to achieve organizational and personal goals. A results-oriented analyst and problem solver skilled at producing quality work through developing positive working relationships with colleagues at all levels of the organization.
PROFESSIONAL EXPERIENCE
Deweys Bakery, Winston-Salem, NC 2021-2025
Director of Information Technology
Accountable for assessing and solving IT issues by leveraging 3rd party Network, Hardware and Software partners. Collaborate with functional leads to solve business problems and improve processes. Additionally, responsible for managing outside vendors to ensure the most efficient and timely resolution for all IT needs. Interdisciplinary teams and users.
Works closely with internal stakeholders to identify business challenges and improve operational efficiency with IT solutions
Leads IT projects, leveraging 3rd party resources, including the design and deployment of new IT systems and services.
Manages 3rd Party Software and Hardware help desk resources
Oversees security of systems, networks, and enterprise information to minimize disruption to business operations and data.
Define IT infrastructure strategy, architecture, and processes.
Analyzes software and hardware needs for the organization. Identifies and recommends changes and upgrades to hardware and software, maintaining efficient and effective operations in the organization.
Working with other functional leads, develops and implements strategy for information flow and data storage to eliminate duplication.
The Fresh Market, Greensboro, NC 2021-2021
Support Systems and Training Manager
To supervise the performance of support staff to customers to ensure that service levels are achieved. To ensure that customer expectations are met or exceeded. Responsible for ensuring the staff are meeting and exceeding expectations regarding performance, meeting defined metrics/benchmarks, and that standards and processes are followed to provide effective customer service. Resourcefulness is a necessary skill in this role. Should be prepared to diagnose and resolve problems quickly. Must have the patience to communicate with a variety of interdisciplinary teams and users
Provided Help Desk support to all stores within the footprint of the organization.
Rack Room Shoes, Charlotte, NC 2020-2021
Support Systems and Training Manager
To supervise the performance of Level 1 and Level 2 services & support to customers to ensure that service levels are achieved. To ensure that customer expectations are met or exceeded. Responsible for ensuring the staff are meeting and exceeding expectations regarding performance, meeting defined metrics/benchmarks, and that standards and processes are followed to provide effective customer service. Responsible for acquisition, installation, modification, and management of computer system hardware and software both for in store point of sale and associate laptops/desktops. Responsible for creating and delivering multi-level training courses for most commonly used end user software: i.e. Word, Excel, PowerPoint, email, browsers. Presentations will be delivered both in a classroom or one on one environment. Resourcefulness is a necessary skill in this role. Should be prepared to diagnose and resolve problems quickly. Must have the patience to communicate with a variety of interdisciplinary teams and users
Oversee 100% of the requests, incidents, and problems. Supervises and coordinates urgent and complicated support issues. Act as escalation point for all requests and incidents. Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization. Determine root cause of issues and communicate appropriately to customers.
Train, coach, and mentor Systems Support Desk Specialists (Level 1 / 2) including career development. Oversee staff activities. Builds/obtains (from other departments) training material for support staff. As needed, schedule employees working times and provide backup support
Provide data and reporting of KPI’s and trends to IT department and others in ad-hoc, weekly, monthly, and as needed. Will drive Ticket Deep Dive and develop strategies for improvement. Work to make Systems Support Desk the single source of truth and service delivery channel for IT
Manage process for communicating outage/emergency activities to the organization. Manage vendor relationships as it depends on daily operational needs. Maintain depot stock and inventories for store equipment. Review survey feedback to improve services, tools, and support experience. Keep confidential all applicant, client, and verification and company proprietary information.
Eagle Physicians, Greensboro, NC 2019-2020
Director of Digital Operations
Implementation, Management and Optimization of the electronic systems (including computer hardware and software, networks, phone systems, etc.) which support the work of Eagle Physicians and employees.
Responsible for managing our vendors for the Help Desk, Network Providers, and Phone Providers
Contract management/negotiations with vendors/managed services vendors
Develop, lead and oversee the applications including EMR and Data
Implement and administer a Learning Management System for online learning for employees
Administer and provide initiatives for the growth and enhancement of Eagle Physicians
Mentor reports to enhance the team or develop them to become better employees
Liaison between executive management and Technology teams
Responsible for maintaining updates with security, applications, and network hardware/software
HANES BRANDS, Winston-Salem, NC 2015-2019
Sr. Manager of Operations
Directing a team of 15 support personnel for Hanes Brands We provide operation support throughout the Hanes network.
Responsible for managing our vendor that provides Help Desk support
Manage our vendor relationship for our print solutions and data center
Responsible for our operations center that monitors our network for outages, Autosys job scheduling, and jobs running within our AS400/Unix
Responsible for administering our Help Desk Application
Sr. Manager End User Support
Directing a team of 12 desktop support technicians for the corporate headquarters of Hanes Brands and coordinate with support technicians around the world in over 40 countries. Oversee all aspects of hardware, software, mobile phone deployment throughout the organization.
Responsible for developing hardware standards for the entire global organization which consists of over 65,000 employees
Manage the migration of over 8000 email mailboxes to Office 365 / Microsoft Cloud
Responsible for keeping user devices up to date with current security policies.
Responsible for integration of user devices during acquisitions.
Increased productivity within the team, resulting in not adding staff despite an increase in number of devices supported across the organization
Reduced expenses by changing processes and procedures e.g., reduce the use of contract staff. Increased the type of customer service.
NOVANT HEALTH, Winston-Salem, NC 2007-2015
Manager End User Technology, 2010-2015
Directed a team of 62 desktop support technicians for all of Novant Health’s 14 hospitals and 400+ clinics. Oversaw the installation of hardware and software as well as managed various technology projects throughout the organization.
Hired, trained, developed and led the technical team that provided support to over 20,000 users in more than 400 locations
Managed a capital budget of 3 million dollars each year
Spearheaded the support for the rollout of the EPIC systems which transformed the outdated diverse, manual technologies to an electronic medical record system
Managed the Refresh Project which installed over 3,600 devices in 7 months, beating the timeline and budget
Increased productivity within the team, resulting in not adding staff despite an increase of 50% in number of devices supported across the organization
Reduced expenses by changing processes and procedures e.g., reduce mileage expense by 10% through working remotely. This also reduce the amount of time required to complete support tickets
IT Training Specialist, 2007-2010
Provided training for a broad range of technology products across.
Providing in class training for Microsoft Office products: Word, Excel, Power Point
Assisted with the development of yearly online training for Annual Mandatory Education
Developed and delivered in class training for the timekeeping system
WINSTON-SALEM/FORSYTH COUNTY SCHOOLS, Winston-Salem, NC 2004-2006
Teacher, Technology Education
Taught high school students, grades 9 through 12, vocational classes. These classes included Fundamentals of Technology, Communications Systems, and Structural Technology.
CATAWBA VALLEY COMMUNITY COLLEGE, Hickory, NC 2004
Office Systems Technology Instructor/Advisor
Instructor for the Office Systems Technology Curriculum as well as computer basics, Principles of Management, and Money and Banking.
CONSULTANT, Winston-Salem, NC 2003-2004
Project Manager for implementation of web-based real estate services lease admin system at BB&T.
ECPI COLLEGE OF TECHNOLOGY, Greensboro, NC 2001-2003
Instructor, Part Time as needed
CARSWELL BUSINESS SYSTEMS, Winston-Salem, NC 2002-2003
IT/Project Manager
Project manager for installation of business application systems. Managed installation and maintenance of all hardware and software. Provided PC user support. Responsible for resolution of internet and phone issues.
WACHOVIA BANK, Winston-Salem, NC 1989-2002
Network/System Administrator, 1998-2002
Microcomputer Coordinator, 1995-1998
Computer Control Coordinator, 1992-1995
Computer Control Support Clerk, 1990-1992
ACH Control Specialist, 1989-1990
Worked within the Mortgage department to provide support and developed processes using laptops to originate loans
Provided support to the General Services department, including technology support to the construction of branches and administrative offices
Worked with other Information Technology areas to develop the Micro-Computer Coordinator position which enabled each department to have more dedicated support. Created and delivered this training to new Micro-Computer Coordinators
Supported the Year 200 conversion by testing hardware and software
Processed checks taken in from numerous branches within the Triad each day
EDUCATION
Master of Science in Management, Walden University
Bachelor of Science in Computer Information Systems, High Point University, High Point, NC
Associates Degree in Microcomputer Systems Technologies, Forsyth Technical Community College
Associates Degree in Business Computer Programming, Forsyth Technical Community College
ITIL Foundation Certification
CompTIA A+ Certification
COMMUNITY SERVICE
RJ Reynolds High School, Winston-Salem, NC 2006-2024 Assistant Coach Men’s Varsity Basketball
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