Chris Wilcox Email & Phone Number

Richardson, Texas, United States

Plano

Plano, Texas

Frisco, TX

• Managed helpdesk support team, evaluated performance and managed team metrics. Conducted 1:1 meetings and incident resolution.
• Ensured customer service was accurate and timely. Maintained severity levels using appropriate ITIL practices.
• Recruited, trained and supported helpdesk dispatchers and technicians.
• Establish best practices through the entire technical support process.
• Created and implemented service desk process from ticket creation through escalations and customer surveys. Implemented a full service desk process run book.
• Installed and maintained company PBX system.

Dallas, TX

• Configured, installed and administered network and database infrastructure and telecommunications systems that supported staff of 300+ personnel and 17 remote locations.
• Recommended and implemented an affordable yet effective monitoring solution to monitor network traffic, system performance, system availability and backups.
• Oversaw, designed and implemented company website systems using several CMS based architectures. Including design, content, structure.
• Developed and implanted IT policies and procedures for architecture, security, data recovery, backup standards, purchasing and service provision. Provide network access, support and desktop support for over 200+ users.
• Managed IT training for IT staff members and end user training on software and desktop systems.
• Established, nurtured and maintained excellent end user relations to expedite incident response and boost customer satisfaction levels.

Mckinney, TX

• Configured, installed and administered network and database infrastructure.
• Identified and resolved barriers to campaign errors by determining root cause analysis and establish process resolution to mitigate future risk.
• Developing and enhancing processes and technology and software solutions to improve operational efficiency. Designed and implemented Disaster Recovery Plans.
• Installed Dell servers for government based programs.
• Worked closely with clients to analyze IT system requirements, clients’ information technology needs and their resources in order to plan IT projects and fulfill clients’ expectations.
• Installed and configure servers in addition to facilitating backup and restorations.

Plano, TX

• Responsible for ongoing development and management of the servers and network, system security, overseeing department budget and planning, and maintaining accurate documentation including resource time tracking and.
• Collaborated with business and IT partners to support requirements identification, development, testing, and implementation of projects.
• Configured and monitored status of printers utilizing HP Jet admin in addition to upgrading printer firmware and handling installation of other peripherals.
• Fulfilled administrative responsibilities of Domain Control including user creation, management and Exchange Integration.
• Led special projects while ensuring they met strategic business requirements and were completed on time and within budget constraints.
• Monitored and tracked resource capacity to support assignment, tracked progress through all testing phases, and completed work within budget.

Mckinney, TX

• Configured, installed and administered network and database infrastructure and telecommunications systems that supported staff of 30 personnel and 6 satellite offices.
• Researched products and services that increased productivity and enhanced end user experience.
• Performed data entry from source document into computer-connected terminal.
• Developed multiple custom business software solutions including inventory and customer data tracking.
• Developed project schedules, high-level strategy, and execution tactics to monitor milestones and critical paths.
• Created and maintained custom documents and reports for database.

North Texas

• District Manager and System Administrator for 14 franchise locations, including the hiring, training and implementation of employees.
• Directed IT teams in designing, building, implementing, managing, supporting and enhancing key technologies.
• Provided strategic planning, team building & leadership, project & program management, risk assessment, incident & problem resolution, change management, process improvement, & customer & partner relationship management.
• Oversaw and coordinated technology direction and strategy, process and quality improvement.
• Communicated issues, resolutions and project status to IT management and user community and ensured the deadlines were met, but more importantly quality was delivered.
• Developed and recommended IT solutions for business work flow improvement.

Tyler, TX

• Supported 37 Franchise owners (125 locations) in day-to-day system operations.
• Worked as direct technical support for the franchise owners to assist with any IT related issues they experienced.
• Utilize previously acquired technical experience to become actively involved in day-to-day technology team to meet schedules and resolve problems.
• Developed technical guides for remote printing, email synchronization, and new software installation.
• Performed hardware and software installation and provides high-level customer care, training, and technical support.
• Resolved customer complaints and concerns with strong verbal and negotiation skills.

Computer Numerical Control Programming, Computerized Machining

Education record