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0000 xxxxxx xxxx , xxxx , xxxxx 00000 xxx-xxx-xxxx | abc@xyz.com
Global IT Manager
Profile of Qualifications
- Over 14 years of leadership and hands-on experience in fast-paced technical environments.
- Regarded for the ability to streamline technical processes to significantly increase efficiency and ensure prompt resolution of issues.
- Dynamic interpersonal skills key to simplifying complex technical concepts and providing end-user training.
- Recognized for the ability to maintain quality control and regulatory compliance throughout all operations.
Key Areas of Expertise
|
Operations Management Process Improvement |
Leadership Problem-Solving |
Technical Support Training & Development
|
Professional Synopsis
Campus Living Villages 2013-Present
Global Service Desk Manager
- Demonstrate top notch leadership and technical skills while directing daily operations of 4 IT service desks globally.
- Closely monitor activities of 8 team members; implement strategies to boost performance as necessary.
- Successfully create effective policies, procedures, service catalogs and SLAs.
- Monitor service tickets to ensure prompt resolution of issues.
- Leverage strong interpersonal skills to maintain open lines of communication between business units and technical teams.
Intertek USA, Houston, TX 2008-2013
Wireless Communications Coordinator
- Fulfilled critical technical support role responsible for managing three wireless accounts with 3,800 lines.
- Utilized strong technical knowledge to conduct in-depth training to boost service desk performance.
- Maintained adherence to policies / procedures throughout all operations.
- Used excellent organizational abilities to ensure quality control throughout all billing, coding, inventory control and out-sourcing.
Key Achievements:
- Streamlined process improvement initiatives, leading to $10k in equipment cost savings within an 18-month period.
- Revamped existing processes to close a 1,200 sprint account resulting in $10k of monthly savings.
Adam Resources, Houston, TX 2003-2008
IT Administrator
- Demonstrated strong organizational abilities while facilitating travel training for IT team members.
- Utilized excellent IT knowledge to provide level one technical support.
Education & Professional Development
55035 Microsoft SharePoint Server 2013 for the Site Owner/Power User
55033 SharePoint 2013 Site Collection and Site Administration (OLL)
Leadership and Influence (ILT/OLL)
ITIL Foundation 2011 Edition
LVN Basic & Administrator, North Harris Community College, Houston, TX
EMT / CNA, North Harris Community College, Houston, TX
High School Diploma, J.L. McCullough High School, The Woodlands, TX
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