David Freeman Email & Phone Number

Tallahassee, Florida Area

October 2014 – Current Citizens Property Insurance, Tallahassee FLSenior Operations Technician/Change Manager• Senior Operations Specialist; Supervises three Shifts, 24 Technical Operations Specialist• Establishing the set up and of a New Technical Operations Center located in Jacksonville Florida. with all necessary monitoring tools and developing teams and assigning to their designated shifts.• Set up profile, set up Outlook and installation of rules, responsible for all training of new employees for the TOC.• Maintain and update all Technical Operations Center manuals and informational data.• responsibilities as Change Manager. Responsible for managing, coordinating, monitoring, reviewing, and recommending improvements to the Change Management process at Citizen’s central services. • Manage and coordinate the Change Management Process for central services.• Facilitate weekly meetings with Change Review Board to review all necessary RFCs• Managed the schedule of changes for the production environment and communicate all changes through the Change Review Board

Tallahassee, Florida Area

• 3rd Shift Lead Technician; supervises three Technical Operations Specialist.• Demonstrates a highly motivated responsibility for services monitoring. Researches and updates all Technical Operations Manuals. Contacts numerous technical teams to ensure correctness of possible issues and alerts. Collaborates with various individuals before escalating situations to engineering and incident management to ensure swift return of service levels. • Organized and created a Technical Ticket Writing Guide for TOC personnel to use in order to standardize the writing of advisories and tickets.• Ensures accurate and timely escalation of production incidents both internally and externally with a strong focus on sense of urgency and customer service. Responds to alerts, incidents and issues in Jacksonville, Tampa and Tallahassee.• Expedites triage and verification of all escalated problems, assigning issues to the appropriate teams.• Works with internal teams to maintain, develop, and improve operational processes and procedures with goal being to improve customer service.• Minimizes disruption and return service as quickly as possible. Assisting various triage teams in routing issues to the appropriate technicians.• Spent numerous hours of time in gaining certifications to enhance performance of assigned responsibilities and duties of position. Personal goal is to be completed with all courses by December of 2014

Tallahassee, Florida Area

- Demonstrated motivated responsibility for services monitoring, administered meeting scheduling requirements, collaborating with and escalating to engineering and incident management to ensure swift return of service levels.- Organized the next path in escalation of issues.- Accurate and timely escalation of production incidents both internally and externally with astrong focus on sense of urgency and customer service. Responded to Incidents in Jacksonville, Tampa and Tallahassee.- Expedited triage and verification of all escalated problems, assigning all issues to the appropriate assigned teams.- Work with internal teams to maintain, develop, and improve operational processes and procedures with the goal of improved customer service.- Provide next path escalation of issues.- Diagnosed and minimize disruption and return service as quickly as possible. Assisting the various Triage Teams in contacting other teams.

Tallahassee, Florida Area

- Coordinated, tracked and processed all hardware tickets and purchase orders that entered the Asset Management department. Locations include 4 sites in Jacksonville, 1 site in Tampa and 4 sites in Tallahassee.- Distributed all Hardware assets upon request as authorized/ defined by Technology Services Asset Management processes.- Maintain and update adds/moves/changes of IT equipment to information databases of all IT Technology team assets for the site in accordance with Technology Services Asset Management policy.- Performed weekly and annual physical hardware audits in all locations to verify data integrity. Annually inventoried over 36,086 assets, company wide.- Coordinated, and scheduled the process end of life hardware disposals in compliance with the company salvage policy. - Maintained pre-determined inventory stock and bench-stock levels for all standard equipment. Also maintained parts and materials needed to conduct repairs on assets- Perform quality assurance tasks which included data scrubbing and database updates.

Networking Essentials, Microsoft Certification, Passed

Learned essentials to networking, also working on sefl study for my CCNA Certification

Bachelor Of Applied Science (Basc), Occupational Safety And Health Technology/Technician

Activities and Societies: NoneI am looking more into the Information Tech field. With the job that I am presently working I have found.

Education record