Cloverdale, Indiana, United States
Information Technology Professional with extensive expertise in IT strategy, team management, and infrastructure upgrades. Highly skilled in Microsoft 365 and ServiceNow to enhance service delivery and streamline operations. Demonstrates a strong ability to resolve complex technical issues and implement effective solutions, contributing to improved system reliability and user satisfaction. My leadership skills derive from my military service of which I was in multiple combat zones. I have a unique ability to translate difficult IT language so that a basic user can understand.
⬧ Developed training programs for Desk Side Technicians, boosting team competency and reducing incident resolution times. ⬧ Key liaison between Desk Side technicians and all operations teams to ensure effective customer experience. ⬧ Maintained comprehensive documentation for IT procedures, ensuring compliance and facilitating seamless onboarding for new staff. ⬧ Fostered cross-departmental partnerships to enhance IT service delivery, resulting in noticeable improvements in user feedback. ⬧ Led IT projects, enhancing service delivery and achieving marked improvements in user satisfaction through effective team guidance. ⬧ Streamlined device management processes, optimizing inventory tracking and achieving substantial improvements in operational efficiency.
Manage all new plant projects and line expansions for Niagara IT. Manage the delivery of the projects, by building out project plans, tracking project performance by leading weekly project team meetings with internal and external teams. Collaborate with internal and external teams to understand construction and production line equipment IT needs. Forecast budgets and resource utilization for all projects Working partners and vendors to secure IT materials/equipment needed to meet project timelines. Manage a program budget of over 16 million dollars. Communicate program status with senior-level leadership, both on the corporate and manufacturing side of the organization. Coordinate team meetings with cross-function teams and outside vendors for weekly status on project deliverables.
Senior-level technician supporting 3,000 users across 9 factories and 20 service centers throughout the country. Oversee ERP implementation, hardware requisitions, and provide PC support for all users. Lead support and Administrator for mobile Device Management (MDM) platform for ERP devices as well as all Zebra printers and associated management software. Support companywide infrastructure upgrade, printer standardization utilizing Ricoh models, and phone standardization through implementation of Mitel solution. Support Project Manager as Junior Project Manager; support 3-4 projects simultaneously.