In my progressive role here at Lenze, my new responsibilities as IT Supervisor include managing and overseeing the local IT team and the daily operations of the help desk.Daily task include (but not limited to): Ticket Management: - Ensure best practices and SLA standards are followed and adhered to with a customer first mindset- Increasing First-Call Resolution rates with improved documentation standards and team collaboration - Streamlining existing processes, procedures and workflows between local and global teamsVendor and Contractor Management - Vet out new and maintain existing, long-term vendor relationships Communication - Strengthen communication channels between IT and the local community with up-to-date security trends, company policies and on-going technology advancements - Provide ongoing IT related training through various means of in-person, and online training measuresProject Management -Participate in global discussions regarding ongoing projects and initiatives- Lead and manage the required activities for local implementations of global projects and initiatives Financial- Forecast and manage yearly Budgets and IT related costs- Reduce IT costs by ensuring new and existing vendor relationships are cost competitive

Increasing responsibilities in a leadership role, I have been tasked to provide more training, mentoring and ensuring processes are streamlined from a local and global standpoint, while continuing my regular responsibilities managing and maintaining the IT Infrastructure. With an expanding local IT team which now includes 3 newly integrated SAP Analysts, this role will extend into ensuring our ERP side is supported and in alignment with local and global process standards.

In my primary role, I have been responsible for:- The management of local and global systems and infrastructure using predominantly Microsoft programs and services in a hybrid cloud environment. - Acting as escalation support for level 1 technicians and utilize root cause analysis methods to solve complex, recurring problems. - Lead, and manage local IT projects worth over 1 million dollars. From office and datacenter renovations to replacing server and networking infrastructure. Utilizing non-technical skills and abilities, I have been able to foster global collaboration bring together teams from all over the world to improve upon communication and streamline processes and procedures from knowledge base articles to the global onboarding process of new hires. With this role, I have also been able to mentor teammates new to the IT world and guide them through succeeding in their individual positions, while helping the team succeed.

My experience in this position helped me acquire knowledge and skills related to themanagement and support coverage of all aspects of IT, while acting as the sole, full-time IT contact. While in charge of managing 8 U.S. based locations I was helped by a long-term vendor for full support coverage.Supported and maintained workstations and servers alike as well as phones, DVR/ camera networks, alarm systems and temperature controlled networks. Evaluated, planned and coordinated new projects and system upgrades and see them to successful completion. Worked with the executive team to propose and review yearly IT budgetsManaged and assist with building acquisitions and relocation of remote offices as well as moving corporate headquarters to a new location.

My primary focus in this role was to ensure the satisfaction of our clientele by ensuring every team member was consistently meeting or exceeding client expectations as well as service level agreements. By acting as a direct escalation point for all technical related issues I gained a fundamental understanding of core support center processes and procedures that allowed me to improve upon inefficiencies. I was also responsible for creating and updating various types of technical documentation from company policies and procedures to workflows and FAQ's. Also, by being apart of the hiring process I was able to ensure the acquisition of top talent and provide continual mentorship and development of each individual. Finally, by collaborating with the executive management team I was able to assist with key strategic direction of the department as well as the company on new service offerings and see them to a successful implementation.

Provided top quality technical support to clients in the small to medium business arena. Act in a lead support role to supervise all aspects of the Support Center. From developing and standardizing new department policies to acting as a direct escalation point for all requests. Proactively monitored and supported over 4,000 workstations, printers and servers using industry standard software. Provided vendor management for clientele to ensure all business systems and applications were being maintained. While working directly with C-Level executives I was able to implement and train team members on new department initiatives.

As a support specialist, I was primarily responsible for initial response of all support requests as well as setting up new users and deploying workstations throughout the company. I also worked with management on product quoting and acquisition. With this I was also responsible for all inventory and tracking of devices and application licenses through inventory control software. Also, as a part of the IT team I was able to assist with the management and maintenance on all server infrastructure as well as major projects.

Provided first level support for onsite and remote users across the U.S. Resolved basic to intermediate application, printer and network related issues as well as provided virus related support. I maintained an inventory control system for all Microsoft products. Trained users on computer basics and best practices to keep downtime to a minimal. Assisted LAN admin(s) with daily server and network maintenance as well as project support.

Provided onsite support for each of the 30 offices in the county. Completed setup and take down tasks of all technical equipment at the beginning and end of each tax season. Provided support for proprietary tax software as well as printer related issues in a domain environment. Worked under strict deadlines to get offices up and running as quickly as possible with minimal downtime.