It Manager
CurrentReceive escalations from level 1 analysts, provide level 2 technical support to staff, including troubleshooting hardware, software, and network issues for 12 physical locations, tracking tickets within ConnectWise Manage. Automated repetitive, manual tasks by analyzing business processes to save the organization over 100 hours of manual effort each month. Work with cross-functional teams to complete tasks & projects. Act as technology lead & project manager for large-scale projects utilizing agile methodology within Jira. Created and maintain IT knowledgebase using KCS methodology for internal troubleshooting processes and procedures. Engineer and manage networking, documentation, remote monitoring, and ticketing systems to increase productivity and ensure system uptime. Manage & implement disaster and recovery tools & plans. Managed 50+ external relationships with IT vendors and advisers to control costs, drive service excellence, and mitigate risk. Perform budget & financial tasks regularly to ensure department is on-budget.