Dee Dutton Email & Phone Number

Fort Worth, Tx, Us

Fort Worth, Tx, Us

IT management of front desk solutions to meet and exceed established local and firm-wide performance metrics. Ensure the delivery of a superior level of technical support (in person and phone-based) with a sharp focus on excellent customer service, emphasizing technical expertise and rapid response to client issues. Development of Firm - facing IT documentation and planning.

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PWC, Dallas, TX 2002-2013IT Manager August 2007 – July 2013 Manage and supervise staff and operations of a technical support centers in Texas, Oklahoma, and Arkansas to meet and exceed established local and national performance metrics. Ensure the delivery of a superior level of technical support (in person and phone-based) with a sharp focus on excellent customer service, emphasizing technical expertise and rapid response to client issues. Collaborate with Regional FS management to develop performance objectives across the market and the region. Key Achievements:• Managed a staff of 9 individuals, in Dallas, Fort Worth, Austin, Little Rock AR.• Served as Hiring and firing manager for Local IT staff. • Oversaw Day to day issues for Service Desk such as break fix issues, • Provided Coaching and mentoring for staff. • Developed, oversaw and delivered new-user training for new hire and experienced hire staff.• Delivered training for new technologies for customers in group and individual settings. • Oversaw local Network access for users, Data Backups, server implementation, and configuration.• Created and managed metrics for offices related to ticket counts, incident avoidance, etc.• Managed and oversaw scheduling and delivery of Video Conferencing equipment. • Managed national teams to develop process and procedures to create secure networks between the firm and Government regulatory agencies, Department of Labor, etc. • Oversaw the integration of virtual networks to allow external clients to work in segmented networks within the firm. • Handled escalated issues, and managed after hours incidents for customers. • Provided reports and regular updates to Local Partners of the firm, national technology teams, and service line specific groups such as Tax, Assurance and Risk Management.• Served as Project manager for Asset Management, Ticketing, and Business Liaison teams.

Interacted extensively with internal customers to identify areas that could be improved through technology; installed, configured, and maintained OS, hardware, and software systems. Provided high-level support for escalated issues encountered by the Technology Solutions team. Communicated changes to system users and presented information on firm-wide upgrades and deployments to partners. Reported frequently to Service Center Manager on upcoming/ongoing issues and developments. Led monthly meetings with managers and directors.Key Achievements:Demonstrated extreme dedication, frequently working extra hours to ensure work was completed on time and to specifications.Coordinated and presented upgrade from Windows 95 to Windows 2000.

Provided in-depth technical support to internal and external clients, both in person and over the phone. Operated a trouble ticket system. Troubleshot and resolved a wide range of hardware and software issues and oriented new hires on systems and applications usage. Coordinated equipment repairs with vendors as necessary. Assisted network team with special projects and offered additional support after hours as needed.

Developed Curriculum and taught Art at Kindergarten through 8th grade.

Masters Of Fine Arts, Fine Art

Master Of Arts, Fine Arts

Batchelor Of Arts, Fine Arts