IT Operations & Help Desk Leader (10+ yrs)

Kevin Razlog

Johnson City, TN 248-***-**** ********@*****.***

Professional Summary

Results-driven IT leader with 10+ years of progressive experience in service desk management, infrastructure support, and IT operations. Proven experience of aligning technology initiatives with business objectives while driving operational efficiency and delivering exceptional end-user experiences. Strong communicator and people-focused leader known for developing high-performing teams. Passionate about leveraging AI and automation to simplify workflows, improve efficiency

Core Competencies

IT Service Management (ITSM)

Helpdesk & Technical Support Leadership

Project & Vendor Management

Infrastructure & Systems Administration

Onboarding/Off-boarding & Access Management

Process Optimization & Documentation

Training & Staff Development

Remote Support & Mobile Device Management (MDM)

ServiceNow, Active Directory, VMware, Office 365, G Suite

Professional Experience

Senior Help Desk Lead

Epson – Remote Oct 2023 – Apr 2025

Led daily IT service desk operations, prioritizing high-level VP escalations and service requests

Created and maintained IT process documentation, centralizing resources for the entire department

Identified $200K–$300K in potential annual savings by streamlining onboarding, offboarding, and access management processes

Improved end-user satisfaction through proactive communication, training initiatives, and consistent service delivery

Monitor and analyze performance metrics

Manage ticketing system, knowledge base and collaborate on projects

Senior Helpdesk Lead

Sunrun – Remote Mar 2023 – Oct 2023

Addressed user customer service concerns and initiated escalation problems to specialist teams

Leading by example by performing and ensuring agents are properly trained to perform their daily task and duties

Develop, implement and maintain a culture of continuous improvement

Oversee both short and long term tier 1 projects

Generate reports to track performance, analyze trends and individual metrics

Cross trained existing employees to maximize team agility and performance

Led team of 32 helpdesk technicians

IT Manager / Sr. IT Engineer

Hitachi Astemo May 2022 – Mar 2023

Oversaw Service Now integration to 12 manufacturing facilities across the US

Supervised team of 10 IT technicians and managed relationships with external vendors and advisers

Active involvement in employee development through training, coaching and performance management

Monitor and measure all performance and results of IT Service Desk resources and provide direct/timely performance feedback

Developed and tested new product offerings prior to release to assist in development in issue identification

Provide communication to upper management, business partners and other stakeholders in regards to performance and project updates

Drive continuous improvement to the Service Desk processes through the identification and trending of issues, KPIs and other variables

Worked with and curated relationships with vendors for ongoing support

IT Manager/Engineer

Tremec, Novi, MI Nov 2021 – May 2022

Daily responsibilities include managing day-to-day IT operations, planning, researching, and executing IT

projects.

Develop training and documentation for plant and new hires in the IT department.

Ordering, tracking and disposal of all IT related assets.

Directed technical projects in alignment with the organizational goals.

Oversaw all network, infrastructure, and enterprise applications

Systemized training materials, reducing onboarding time and increasing company proficiency

Intermediate Application Technical Support Specialist II / Team Lead

Fiat Chrysler Automobiles, Auburn, MI Aug 2014 – Dec 2021

Provided face-to-face and remote technical support for PCs, printers, mobile devices, infrastructure, and software applications.

Oversaw G Suite migration for multiple locations and conducted data center maintenance projects.

Managed onboarding, off-boarding, and IT asset allocation processes.

Authored system documentation and troubleshooting guides to improve efficiency and reduce resolution times.

Developed and maintained positive working relationships with end users, earning consistent praise for customer service.

Lead at multiple locations while also instituting knowledge/learning databases, proper training and confirming to audits

Assisted other teams to eliminate downtime to production including engineering, controls, security and various other groups.

Education

Bachelor of Arts in Entrepreneurship & Information Technology

Central Michigan University – Mount Pleasant, MI Dec 2009

Music Industry & Booking Experience

12+ years of experience as a booking agent and artist manager, organizing regional and national tours.

Managed all band social media platforms, content creation, and audience growth initiatives.

Successfully completed 3 profitable headlining tours within 2 years of band formation.

Oversaw promotional campaigns, vendor relations, and logistics for live events.

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