Drew Franchetti Email & Phone Number

Grand Rapids, Mi, Us

Grand Rapids, Michigan, United States

• Lead the systems, networking, application development, business report writing and procurement teams within Information Technology.• Participate with the Director of Information Technology in setting policies and strategic direction for Information Technology.• Oversee infrastructure and development of all internal IT systems to ensure maximum availability.• Manage cross-disciplinary IT projects related to infrastructure, development, business reporting and procurement. • Develop and manage strong relationships with key individuals within the organization.• People management responsibilities include career development, performance management, as well as forecasting.• Prepare budgets, track/monitor spending and minimize variance.• Drive the creation and implementation of streamlined processes that result in increased efficiency and end–user satisfaction.• Make use of the technical and development resources within IT and external partnerships to build solutions to improve organizational efficiency and productivity.• Work with team leads to manage the day-to-day activities for Infrastructure, Application Development, and Business Report writing functions.

Greater Grand Rapids, Michigan Area

• Lead the Application Development, Business & Clinical Reporting, Application Support and Procurement teams along with oversight of the Service Desk team that make up Hope Network IT Operations.• Participate with the Director of Information Technology and Technical Services Manager in setting policies and strategic direction of Information Technology.• Develop and manage strong relationships with key stakeholders within the organization.• People management responsibilities include staff development, performance management, as well as forecasting skills needs.• Plan, assign and direct the activities of personnel involved in the design, development and systems analysis functions required to create new computer applications programs or web forms and workflows.• Prepare budgets, track/monitor spending and minimize variances.• Drive the creation and implementation of streamlined processes.• Define, implement and manage the metrics that measure support functions.• Analyze technology trends to determine standard equipment for end-user environment.• Ensure the readiness of disaster recovery & continuity capability is maintained.

Greater Grand Rapids, Michigan Area

• Recruit, train and retain a solid professional technical staff responsible for supporting the corporate wide end-user computing environment• Coordinate and lead the processing of incoming incidents to the service desk via telephone, e-mail, self-service, or other contact methods to ensure courteous, timely, and effective resolution of end user issues• Manage the procurement life cycle of hardware and desktop software with multiple vendors and manage those relationships• Identify, recommend, develop, and implement end-user training programs to increase computer literacy and self-sufficiency• Develop and manage annual operating budgets for PC technical infrastructure, including staff counts, direct labor, hardware and systems software. Develop budget and rationale for capital expenses for hardware, systems software and other components of the end user technical infrastructure. (Incorporated into the overall IT budget)• Analyze performance of service desk activities and documented resolutions. Identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems• Develop and manage the service desk related disaster recovery & high availability plans to meet business, legal and regulatory requirements• Plan and conduct performance appraisals of service desk staff, administer disciplinary action, raises, bonuses, and promotions when necessary• Develop, implement and maintain schedules and procedures to provide service support for end-users, particularly mobile laptop users, on a 7 day-per-week, 24-hour per day basis (7x24x365 Support)• Liaise with vendors for the procurement of new systems technologies, oversee installation, and resolve adaptation issues