• Dynamic Leader who offers a background in Large-Scale Project Management, Global Team Building / Management, Infrastructure Support Services, Architectural Services, Policy / Procedure Development, Budgeting / Cost Controls, Technical Support, Customer Service, and Vendor Relations.
• Top Performer who boasts above-average career results, and can make sound decisions to reflect positively on operations in alignment with a company s vision, value, and goals to meet objectives.
• Excellent Communicator who builds and sustains synergistic relationships with C-level executives, IT / business / operational teams, and clients, and designs, deploys, and implements innovative desktop and system administration across healthcare, automotive, finance, and software industries.
• Ambitious Self-Starter who can maintain full project lifecycles for international projects worth $1+ billion while working with local small companies or enterprise corporations with a large global footprint.

  Collaborated with executives to drive projects for Citrix, Inc., including creating SLAs with lifecycle maintenance development teams, establishing a global training plan, implementing a process for driving KBs to public-facing websites, and enhancing intangible benefits for employees to successfully ensure retention and staff satisfaction.

  Enhanced One Process for engineers to effectively maintain critical SLAs with customers.

  Established a train-to-hire program driven with vendors to reduce initial risk to Citrix while ensuring hired employees were optimally prepared for their duties, and further created a career progression matrix and program to ensure staff satisfaction and role preparedness.

  Recreated processes for recruiting services to recruit for escalation engineering, including rewriting job descriptions, creating promotional videos, and delivering leads for new hires.

  Researched skills xxxxxxps between global teams and reduced Time to Close by 15% globally.

  Coordinated efforts with PMO to successfully launch $1 billion in IT projects across two years as Infrastructure Manager for WellStar, and further served as a Charter Member of a Change Advisory Board working directly with executives to implement an ITIL standard.

  Successfully established documented policies, procedures, and workflows, and further worked with compliance officers and auditors to ensure PCI, PHI, PII, and HIPAA data security and worked to develop and implement Gold Standard images for all OS models.

  Implemented a mobile device management team as Manager IT Field Services Engineer and System Administrator for Infor Global Solutions, including leading policies / procedures.

  Co-migrated from MDT for image deployment to SCCM for image deployment and asset management, and designed and built an ESXi cluster for testing applications and systems.

  Directed numerous consulting endeavors for high-profile Sears, Kmart, KC Transportation, Chrysler s Global Engine Manufacturing Alliance Plant, and Johnson Controls auto plant.

2014 Present

Manager II Technical Support Escalation Engineering

  Capitalize on the opportunity to lead forward-thinking technical support operations, including recruiting, training, mentoring, and managing a results-focused team of 16 local employees and 25 remote staff in providing world-class services, including working with executives to complete projects.

  Conceptualize and develop a strategic vision for the orxxxxxxnization for a five-year plan, including using Scrum methodologies in pod-based teams, measuring quarterly success based on KPIs, ensuring NPS levels were maintained, and cost-effectively managing budgets for employee and department expenses.

Yyyyyy x. yyyyyy ￨ Resume Page Two ￨ (xxx-xxx-xxxx

~ continued ~

Manager II Technical Support Escalation Engineering

  Respond to satisfied and unsatisfied customers driven by satisfaction surveys upon closure of tickets.

  Train employees to profitably drive leads for sales teams to increase business and market share, along with working to establish a customer segmentation plan to address customer support endeavors.

2012 2014

Infrastructure Manager

  Directed a top-performing team of 25+ administrators in a growing enterprise-level healthcare environment, including stabilizing a previously inconsistent environment to improve operations results.

  Strategically steered team initiatives to finalize project-based efforts ranging from migrations from GroupWise to Exchange, Novell to Active Directory, McKesson to Epic EMR, and TSM to NetBackup to coordinating two high-level data center migrations and the implementation of Altiris for patching.

  Led a Patch Management policy and team while merging security standards and operational concerns.

2008 2012

Manager IT Field Services Engineer ￨ System Administrator

  Played a vital role in directing a global team of 30 field services engineers while collectively building and sustaining beneficial vendor relationships and contracts, including selections and negotiations.

  Coordinated efforts with end users to support hardware and software of devices (e.g. PCs, Mobile Devices, Servers), and worked with executives to effectively plan and support customer conferences.

2005 2008

Owner

  Spearheaded contractual consultant initiatives, including serving as a network engineer tasked with ensuring continued connection to Sears and Kmart stores nationwide via key Hughes Satellite services.

  Expertly configured Cisco network switches for deployment nationwide to Sears and Kmart stores, along with walking contractors through installation, port configuration, and proper timing of installs.

  Coordinated help desk support roles for KC Transportation to assist the local office in all IT-related matters, including maintaining servers and QUALCOMM communications to drivers on the road.

  Project-managed the desktop rollout at Chrysler s Global Engine Manufacturing Alliance Plant.

  Ensured Just-In-Time production and PLC maintenance at Johnson Controls automotive plant.

2001 2005

Help Desk I / II / III ￨ Manager

  Directed a solutions-driven team of 15 support technicians assisting 4,000+ employees in IT tasks.

  Led set up of desktop / laptop hardware, and configured items for employee use via Ghost.

  Effectively supported Avaya telecom Call Manager System to meet or exceed objectives.

ITIL v3 Foundation Certification (2013) ￨ SCCM Global Knowledge (2011)

Date

Hiring Agent Name

Company Name

Address

City/State/Zip Code

Dear__________________:

I am seeking a challenging [ Insert Job Title ] role, and am submitting my resume for your review.

I am excited to build a rewarding career with your company, and can offer cross-functional experience in Large-Scale Project Management, Global Team Building / Management, Infrastructure Support Services, and Architectural Services. I am also well-versed in Strategic Analysis / Planning, Policy / Procedure Development, Budgeting / Cost Controls, Technical Support, Customer Service, and Vendor Relations, among other areas. To complement my background, please note that I attained an ITIL v3 Foundation Certification and completed SCCM Global Knowledge training / development initiatives.

Currently, as a Manager II Technical Support Escalation Engineering for Citrix, Inc., I expertly lead forward-thinking technical support operations, including recruiting, training, mentoring, and managing a results-focused team of 16 local employees and 25 remote staff in providing world-class services, including working with executives to complete projects. Within this role, I also conceptualize and develop a strategic vision for the orxxxxxxnization for a five-year plan, including using Scrum methodologies in pod-based teams, measuring quarterly success based on KPIs, maintaining NPS levels, and cost-effectively managing budgets and expenses.

A sampling of my achievements with Citrix, Inc. include:

  Establishing a train-to-hire program driven with vendors to reduce initial risk to Citrix while ensuring hired employees were optimally prepared for their duties, and further creating a career progression matrix and program to ensure staff satisfaction and role preparedness.

  Researching skills xxxxxxps between global teams and reducing Time to Close by 15% globally.

  Collaborating with executives to drive projects, including creating SLAs with lifecycle maintenance development teams, establishing a global training plan, implementing a process for driving KBs to public-facing websites, and enhancing intangible benefits for employees to successfully ensure retention and staff satisfaction.

[ Suggestion! Address Here Any Skills / Qualifications / Achievements Relevant to the Job Posting ]. As this is just an example of my abilities, please kindly refer to my enclosed resume for additional experience.

I look forward to hearing from you, and thank you in advance for your careful consideration.

Sincerely,

Yyyyyy x. yyyyyy

Date

Hiring Agent Name

Title

Company Name

Address

City/State/Zip Code

Dear__________________:

I would like to thank you for providing me with the opportunity to interview for the [ Insert Job Title of Position You Interviewed For ] position currently available within your company. Having xxxxxxined a deeper insight into the job requirements, I am confident that you will find me to be an incredible asset toward achieving your goals.

As previously discussed, I am a performance-driven professional who offers experience in Large-Scale Project Management, Global Team Building / Management, Infrastructure Support Services, and Architectural Services, as well as Strategic Analysis / Planning, Policy / Procedure Development, Budgeting / Cost Controls, Technical Support, Customer Service, and Vendor Relations. Please recall that I attained an ITIL v3 Foundation Certification and completed SCCM Global Knowledge training.

Throughout my career, I have excelled in progressive Technical Support Escalation Engineering, Infrastructure, IT Field Services leadership; Systems Administration; Entrepreneurial; and Help Desk-based roles where I demonstrated my myriad of professional talents toward driving IT-based global projects, operational initiatives, and results-focused strategic business enhancements. I also have succeeded in training, mentoring, and managing top-performing teams; designing, deploying, and implementing innovative desktop and system administration; and growing success within competitive markets by consistently delivering excellence in services on an international scale. [ Suggestion! Address Here Any Relevant Skills / Qualifications / Achievements Discussed During Your Interview ] For these reasons, I am confident that I can achieve success in a rewarding [ Insert Job Title ] role within your company. 

Should you have any additional questions, please feel free to contact me at your earliest convenience. I would like to extend my thanks once axxxxxxin for the enlightening interview, and look forward to a positive response from you.

Sincerely,

Yyyyyy x. yyyyyy