Insightful Information Technology Manager with over 20 years of IT leadership experience including oversight of infrastructure, application support and security services. Dedicated to customer satisfaction with focused delivery of technical solutions. Proven leader in directing operations, maintenance, and support of complex systems. Excellent communicator and influencer in working collaboratively with IT leadership teams to define and accomplish project milestones. Detailed in developing creative business solutions, leveraging diverse methodologies, and delivering software engineering solutions for leading organizations. Highly adept in problem-solving, request for proposal development, technology needs assessments and staff training.
• Provide 1st, and 2nd line technical support queries professionally and efficiently, maintaining a high degree of customer service to ensure that all SLA’s are met.
• Work effectively and productively with 3rd line support.
• Take ownership of user problems, perform a technical diagnosis, and fix the issue either remotely or on-site.
• Document all calls on the call logging system.
• Produce statistics each month on Helpdesk issues.
• Maintain user security on all systems.
• Supporting users in the use of Computer equipment by providing necessary training and advice.
• Arrange for external support visit whenever problems cannot be resolved in house.
