Technlogy Support Manager

Posted on: 2006-06-07

TRACEY E. GIBSON 409 Fairlawn Dr Stockbridge, GA 30281 (770) 474-8171 [email protected] PROFESSIONAL PROFILE PROJECT MANAGEMENT • REQUIREMENTS GATHERING • PROCESS AND SUPPORT DEVELOPMENT • STRATEGIC PLANNING AND ANALYSIS Dynamic thinking, creative, action-oriented, results-driven accomplished professional with over 8 years of experience in IT Project Management and Technical Support Initiatives in multiple industries. Demonstrated first-rate skills and reputation in recognizing opportunities, initiating, executing, controlling and successfully closing out IT projects on time and within budget. Proven ability to deliver high quality work by using analytical, problem solving, creativity and long term solutions oriented visionary skills. Adept at team building, motivation, communication, vendor management and hands-on information technology experience effectively demonstrating a “can do attitude”. PROFESSIONAL EXPERIENCE INSURANCE HOUSE INC, MARIETTA, GEORGIA, (2003 - 2006) Technology Support Manager Analyzed, initiated and managed VOIP enabled Track-It! Implementation project, setting and meeting 6 month implementation schedule and within budget of $40,000.00, providing company wide technology support and web-based end user portal for submitting request for help desk assistance where none previously existed, resulting in integrating various I.T. team and optimized services for more than 225 employees in Georgia and North Carolina. The implementation reduced work order response time from 2 days to 1 hour on average and saved over $200,000.00 in technical support services annually. Managed a team of 7 during the implementation phase of the project, including telecom and email support. Analyzed and determined departmental software images for over 150 applications including operating systems (Win XP) and department specific applications including ImageRight, DocuCorp, MS Office XP and 2003 Professional. Through analysis, reduced software images from more than 20 to 5, saving 45 Gig space on imaging server and reducing computer setup turnaround from 2 days to 2 hours. Enabled departmental work order tracking to accurately charge back requests for technical support, saving I.T. over $500,000.00 in misapplied expenses. • Created proposals for technology support and network device replacement. • Streamlined work order and asset management procedures including desktop, laptops, network printers, fax and copiers. • Created several RFP’s, interviewed and managed vendors to assist in company wide infrastructure replacement project including networked printers, copiers, fax machines, desktops and laptops. • Enabled centralized management of all technology support areas including help desk, network support, QA, DBA and AS400 teams. • Served as Track-It! Administrator and trainer for support protocols based on industry best practices. • Developed setup and installation procedures for deployment of desktop and laptops. • Created, monitored and enforced compliance of Service Level Agreements based upon industry best practices. • Managed replacement of 225 desktop and 35 laptop installations, including data transfer without data loss. • Created Standard Operating Procedures manual. • Managed and monitored daily activity of 3 help desk analyst and technicians. • Managed telecom support technician for Avaya system. • Interviewed and hired technicians and analysts for technical support team. • Managed vendors for desktop hardware, software, telecom, wireless networking and cell phone procurement. APEX SYSTEMS INC (NATIONAL LINEN SERVICE), ATLANTA, GEORGIA (2002 – 2003) Project Manager Logistics Coordinator • Developed deployment and setup procedures for desktop, laptop and server upgrades for infrastructure upgrade project on time and within budget of over $2,000,000.00 meeting 6 month implementation schedule utilizing MS Project. • Developed remote installation protocol of software images from centralized location to over 100 locations on the East coast using Altiris for software delivery. • Created asset tracking procedures to document pending and completed installations. • Managed ongoing calendar of 750 desktop and laptop installations. • Assured branch offices complete desktop and laptop installations on time and within budget. • Monitored daily activity of outsourced installation engineers and internal I.T. team members. • Escalated issues to appropriate resources and followed through until resolved. • Responded to requests to repair/replace damaged merchandise, verifying warranty status and coordinating hardware vendor response for over 100 locations on the East coast. • Facilitated weekly project update meetings with install teams and submit updates to project sponsor. HQ GLOBAL WORKPLACES, ATLANTA, GEORGIA (2000-2002) Project Manager II, Field Support • Developed timelines and milestones for desktop support project and managed seamless technical support transition to new outsourced vendor in response to growth from 167 centers to 469 within $3,000,000.00 budget and meeting 12 month implementation schedule. • Managed expansion of helpdesk call center support for more than 2500 end users including automated remote data backup for individual end users. • Created and managed distribution of RFP’s and reviewed proposals from vendors. • Submitted helpdesk expansion recommendations to CFO, CEO and President of I.T. • Reduced I.T. total cost of ownership by $1,500,000.00 annually. • Added CBT classes for end users, enabling increased departmental efficiency and end user software expertise for more than 2500 employees. • Facilitated addition of enhanced trouble ticketing system, network connectivity redundancy, I.T. equipment tracking, trouble ticket order status and ad hoc reporting to web interface. • Facilitated conference calls with vendors and provided weekly progress reports to V.P. of Information Technology and monthly reports to CEO, CFO and President of Information Technology. • Managed ongoing update of Standard Operating Procedure, training and service standards manuals. HQ GLOBAL WORKPLACES, ATLANTA, GA (1998-2000) PROJECT MANAGER I, FIELD SUPPORT • Developed timelines and milestones for desktop support project and managed seamless technical support transition to new outsourced vendor in response to growth from 45 to 167 centers within $750,000.00 budget and meeting 8 month implementation schedule using MS Project. • Managed helpdesk call center support for more than 1000 end users. • Developed timelines and milestones for technical helpdesk expansion project in response to growth from 45 to 167 centers. • Managed database information transfer from internal helpdesk to outsourced vendor. • Created and monitored service level agreements for helpdesk support teams. • Created structure guidelines and information criteria for web enabled helpdesk ticket tracking system. • Assured timelines were kept on schedule and within $600,000.00 budget. • Created training manuals for helpdesk support technicians and center managers. Traveled as needed. • Facilitated conference calls. Provided bi-weekly progress reports. Developed process to track company owned computer inventory. OMNI OFFICES, DBA HQ GLOBAL WORKPLACES, ATLANTA, GEORGIA (1997-1998) Helpdesk Technician – Network Support • Assisted in migration LAN to WAN increasing locations from 45 to 167. • Troubleshoot and resolved wide range of technical support inquiries averaging 25-30 per day. • Logged into remote locations utilizing PC AnyWhere and Win VNC as needed. • Created network and Lotus Notes ID’s. Received damaged hardware for troubleshooting and repair. TECHNICAL SKILLS: MS Project, MS Visio, Certified Help Desk Manager, Track-It! Administrator, I.T. Helpdesk and Customer Service Management, Proposal & RFP writing, Project Management, PC Deployment, Web enabled software deployment, Facility Startup, Systems Implementation, Employee Training, Inventory Control, Call Center Management, Technical Writing, IBM clone servers, workstations and laptops, Laser & inkjet printers, DVD&CD-Burners, Hardware and Software installation, MS Windows NT Server 2003, Telecommuting, MS Windows XP, Altiris, MS Office XP, Lotus Notes 6.5 Basic Administration, Norton Antivirus, McAfee Antivirus, SSL VPN, Wireless and Dial-up networking EDUCATION: University of Phoenix Marietta, Georgia Business Management Estimated completion winter 2007 CERTIFICATION: STI Knowledge Atlanta, Georgia Certified Help Desk Manager October 2004