Division IT manager
Resume:
John W. Marshall
Indian Trail, NC 28079
*********@*****.***
PROFESSIONAL EXPERIENCE
CORPORATE IT DESKTOP SUPPORT MANAGER
Mar 2010 to Mar 2011
SPX Corporation
Charlotte, NC
Oversight and management of the servers, network, desktops/laptops, standards, patch management, telephone system,
asset management, IT purchasing, and service tickets. Worked with various IT Teams to develop and implement
solutions to meet the needs of the business while maintaining standards.
•Worked on the VoIP phone and Lync systems, Windows 7, and Outlook/Exchange rollouts
•Re-imaged 311 systems to improve the user experience, reducing tickets 49%
•Standardized the Windows 7 builds ensuring consistency with the pilot and regression testing process
•Implemented a WSUS server for system patching, for improved security
•Rolled out a new helpdesk solution improving service response
•Managed the technology build out in three new offices
•Successfully completed the Office 2010 rollout
•Built virtual servers for SharePoint development
•Maintained the corporate servers and storage array for 24x7 system availability
•Established off-site back-up tape storage with Iron Mountain
SOUTHEAST REGIONAL IT MANAGER
Jan 2007 to Oct 2009
Willis HRH
Atlanta, GA
Directed IT operations for 19 locations across the Southeast Region with a team of 8 support technicians. Managed
all phases of IT support including vendor management, servers, backups, desktops/laptops, telephones, networks,
Blackberries, and software. Implemented system and process standards, while ensuring issues are monitored,
tracked and resolved.
•Worked with vendors achieving a 31% price reductions on hardware cost
•Reduced server hardware from 52 to 23 systems
•Standardized images reducing sevice tickets 42%
•Replaced three phone systems with VoIP phone technology, saving $113k
•Implemented a multi-site to single point backup process improving security
IT SYSTEM SUPPORT MANAGER
Jan 2006 to Jan 2007
Family Dollar, Inc.
Matthews, NC
Managed IT system support for 2000+ corporate and remote employees with a team of 10 technicians. Support included
desktops/laptops, printers, copiers, break/fix, PC refresh, image development, and Blackberry support.
•Managed the PC refresh process replacing 20% of the systems annually
•Developed a system to update 823 remote laptops, reducing process costs $58k
•Worked with the business completing various projects including the rollout of Windows XP SP2, Office 2003, and automated
patch management
MANAGER AMERICAS SITE SUPPORT
Oct 2002 to Dec 2005
BioLab, Inc.
Lawrenceville, GA
Managed 23 IT technicians supporting 1800 employees in 7 locations across North America. Support included servers,
backups, laptops/desktops, telephone systems, multifunction devices, printers, and network hardware. Service included
projects, installs, upgrades, repairs, system replacements, and issue resolution.
•Managed the IT support during the Great Lakes Chemical and Crompton merger
•Converted the IT purchasing process from expense to a centrally managed cap-ex resulting in a 23% savings by standardizing
systems and volume pricing
•Lead IT in two acquisitions and a new distribution center build out
•Planned and Managed the rollout of Windows XP, Office 2003, XP-SP2, Exchange 5.5 to Exchange 2003, and a GroupWise to
Exchange migration
IS MANAGER AND ASSISTANT VP
Jan 2001 to Oct 2002
Marsh USA, Inc.
Atlanta, GA
Managed 8 IT Technicians for the regional head office. Provided support for users including laptops/desktops, printers,
software applications, image management and the PC refresh. Also managed local network infrastructure, servers, phone
system, and tape backups.
•Maintained 99% uptime for telephone, servers, and network services
•Managed tape backups ensuring tapes were checked, logged, and sent to storage
•Led PC refresh, server replacement, developed disaster recovery processes, managed vendors
SUPERVISOR DESKTOP SERVICES
June 1986 to Jan 2001
Lanier Worldwide, Inc.
Atlanta, GA
Helped establish and support the Lanier IT department. Managed desktop support for 1200 corporate employees with 13 technicians. Managed the ticket queue, to ensure SLA’s were met. Worked with various IT teams to ensure comprehensive end to end IT support.
•Managed projects including corporate PC Refresh as well as fax and copier replacements
•Responsible for managing $300k computer system repair program for warranty service
•Developed and implemented departmental policies and procedures for desktop support
EDUCATION
American Intercontinental University, Atlanta, Ga
Bachelor of Business Administration GPA: 4.0
Shorter College, Marietta, Ga
Business Administration coursework GPA: 4.0
DeKalb Technical Institute, Clarkston, Ga
Electronic Technology diploma GPA: 3.51
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