Chris Hoopes Email & Phone Number

Fort Washington, Pa, Us

Manage a team of seventeen, including seven Systems Engineers and ten Application Support members who are responsible for creating and supporting VDCs in private cloud environments. Serve as customer manager and advocate for over thirty customers. • Collaborate with the Senior Director of Customer Support Services to execute departmental and organizational initiatives, improving operational efficiency and customer satisfaction. • Conduct interviews, hiring, onboarding in addition to regular coaching, 1:1s and performance reviews.• Operate as customer advocate and incident manager for priority one incidents.• Create incident reports and RFO documents for all priority one incidents• Transitioned support coverage to seven-day coverage providing additional support for customers. • Track and report support ticket metrics and KPIs.• Represent Managed Services as an organizational leader, fostering cross-departmental collaboration

Fort Washington, Pa, Us

• Serve as a staff manager for the Network Support and Systems Engineering teams in the Managed Services department.• Conduct ongoing performance reviews, collecting feedback from colleagues andcustomers to assess team members' performance.• Act as a role model and mentor, fostering strong morale and professional growth amongteam members.• Identify and challenge high performers, sharing best practices for staff development and• Provide continuous coaching and direct employee feedback on skill development andperformance.• Implement improved processes and systems to enhance the customer and team memberexperience.• Work closely with other company leaders and departments to align the Managed Servicesdepartment with overall organizational objectives and financial goals.• Partner with external organizations to augment Amtech's delivery and supportcapabilities.

Bala Cynwyd, Pennsylvania, Us

Managed onshore team of eight (six Service Desk Analysts, one Desktop Engineer, and one Asset Administrator) and offshore IT operations vendor. Created formal roadmap and lifecycle to manage assets and strategy. • Enabled 100% 24x7 operations monitoring time for 500 international users (internal employees, consultants, and external business partners) through addition of offshore team.• Directed six-month offshore support selection process. Reviewed proposals from four previously-vetted vendors, identified optimal resource configuration, and selected most competitively priced option. • Managed one month implementation of system connectivity to enable seamless operational support.• Designed and implemented run book for issue management.• Led transition to ITIL-focused Service Desk from traditional break / fix Help Desk approach. Implemented BMC Footprints for IT Service Management with four lifecycle categories: incidents, service requests, change, and problem management.• Coordinated and managed companywide laptop deployment to 400 users in less than three months. Leveraged multiple vendor relationships to save over $100,000 on project.• Provided leadership, coaching, educational guidance, and technical direction to IT operations team and staff. Promoted two team members via creation of IT Asset Administration and Service Desk Team Lead roles that managed asset lifecycle and team workload, open calls and metrics, respectively.

Bala Cynwyd, Pennsylvania, Us

Directed, mentored, and trained team of five (four Service Desk Analysts, and one Desktop Engineer.) Tracked and reported support ticket metrics and KPIs. Allocated Service Desk workload and open calls across all IT Teams. Created support policies, procedures, and documentation for user facing and internal IT teams.• Improved customer satisfaction by 5% to 98% and lowered call abandonment rates from 15% to under 10%.• Reconfigured team by creating and implementing IT Desktop Engineer role dedicated to building and maintaining computer images along with packaging, installation, and maintenance of all client software. Promoted from within and backfilled position.• Coordinated companywide migration from Windows 7 to Windows 10 VMware for 400 clients. Immediately thereafter, planned and managed transition to fully remote workforce due to COVID-19.• Negotiated contracts and liaised with five or more external vendors to support IT strategy.• Oversaw implementation of at least three special projects, including use of SCCM for delivery of proprietary applications, user profile management with OneDrive, and planning / implementation of user testing in support of annual Disaster Recovery strategy.

Philadelphia, Pa, Us

Led team of two Client Engineers supporting all global internal employees. Created and deployed desktop images and software packaging / deployment via SCCM. Managed $500K budget and relationships with hardware suppliers, distributors, and service providers.• Coordinated Windows 8.1 upgrade and deployment to ~3,000 workstations from Windows 7. Implemented and managed Client GPO, folder redirection and Microsoft UE-V.• Implemented IT intake process for new application and feature requests. Oversaw packaging of 100+ applications for delivery via SCCM.• Provided escalation support to local client services teams across 21 remote offices. Created support documentation for Client Service teams as well as outsourced help desk and operations teams.

Wayne, Pa, Us

Managed staff of five (three Desktop Administrators, DA, and two Desktop Engineers) supporting employees nationwide. Led Tier 2 and 3 escalations from help desk and DAs, respectively. Led supplier relationships and all facets of team’s performance management.• Coordination of Windows XP to 7 Migration as well as implementations of SCCM, Airwatch, and Disk Encryption for 3500 users.• Increased efficiency and lowered overall open aging ticket numbers by over 40% via implementation of new policies and procedures and improved documentation.• Liaised weekly with key stakeholders from internal business units in Executive Staff, Human Resources, Finance, Sales, Marketing, Case Management, and Bill Review units.

Wayne, Pa, Us

Provided Tier 1 Wintel server support of NT - 2012 servers in physical and virtual environments. Acted as primary contact for hardware, software, and mobile device support; changes and deployments to Citrix; domain controllers; and file/print servers. Provided troubleshooting and support for LAN / WAN and TCP / IP.• Administered 3200 Microsoft Exchange & Active Directory accounts.• Ordered, activated, and supported 100+ mobile devices via administration of RIM’s BES (Blackberry Enterprise Server). Managed transition to iPhones.• Coordinated daily, weekly, monthly, and annual backups to tape via Symantec NetBackup.

Philadelphia, Pa, Us

• Level two workstation, server, software, printer and scanner support to local and remote Brandywine employees.• Administration of Microsoft Exchange and Active Directory accounts. • Secondary point of contact for mobile device support. • Troubleshooting of hardware and software issues in Windows XP, Vista and Server 2003 environments.• LAN/WAN troubleshooting and support in a TCP/IP environment• Desktop/Laptop deployment and management via Altiris Deployment Console and Asset Manager• Training of customers on application function and theory

Wayne, Pa, Us

Client Systems Administrator (CSA)Troubleshot hardware and software issues in Windows NT-XP environments as Tier 2 support (after Help Desk and other CSAs). Tested and documented monthly upgrades for Microsoft and McAfee. • Created and revised enterprise-wide desktop master images. Administered 2800 MS Exchange and Active Directory accounts. • Coordinated local and remote office moves, additions, and changes for ~150 users. • Delivered weekly new hire training on application function and theory.• Served as interim lead supervisor during vacations and 3-month position vacancy.

Wayne, Pa, Us

• Level one hardware and software support to local and remote GENEX employees.• Trouble ticket logging and tracking via Unipress Footprints• Troubleshooting application problems • Assisted manager with managerial duties• Worked with product resellers and customers for part replacement and warranty extensions.• The first line of communication for Network, Systems Administration, and Application groups.

Austin, Tx, Us

• Telephone support of video conference systems through custom computer configurations.• Level one troubleshooting of hardware and software related issues. • Trouble ticket logging and tracking via proprietary software.

Computer Service & Support

High School Diploma