Ed Weisbarth Email & Phone Number

Results-driven IT professional with a proven track record of success in managing IT client services and driving process improvements. Adept at providing advanced troubleshooting support, leading teams, and facilitating effective incident and problem management processes. Skilled in relationship management with cross-functional teams and external vendors. Strong technical acumen and a commitment to delivering exceptional customer service.Seeking new opportunities! Please contact me at ed.weisbarth1@gmail.com.

Served as the central point of contact for escalated issues into and out of the IT Client Services team from all tiers.• Provided lead support for all team incident resolution, change requests, and how-to requests reported to the IT Employee Helpdesk for 1500+ internal users.• Assessed, triaged, researched, and resolved tiered support and requests related to application software, hardware, and infrastructure components.• Managed the Incident and Problem Management Process to mitigate the impact of outage to core critical systems.• Led priority incidents to resolution and facilitated major incident review sessions to identify and document lessons learned and process improvements.• Led the Client Services team of 7 for day-to-day customer technical support in the end-user computing environment.• Conducted regular performance assessments and provided feedback to 7 team members, fostering a culture of continuous improvement and professional growth.• Developed and executed comprehensive training plans for new employees ensuring smooth onboarding and integration.• Created and maintained documentation to support employee development and knowledge transfer.• Acted as a resource, liaison, and relationship manager for other business units, IT, data center, and external vendors supporting the IT Client Services Area.• Fostered strong relationships with key stakeholders at all levels of organization, including IT, data center, business partners and external vendors, ensuring effective collaboration and support.• Reported team metrics against defined Service Level Agreements and provided feedback and coaching to the team based on results and feedback from other teams.• Monitored and analyzed weekly customer feedback surveys, identifying trends and implementing targeted improvements to enhance the customer experience.

Collaborated with IT teams to improve processes and resolve issues.• Focused on continuous improvement of customer service experience, reducing escalations to other IT teams, and minimizing the need for customers to contact the Help Desk.• Provided tier-2 advanced troubleshooting support to internal users for hardware and software.• Act as an escalation point for IT Client Analysts, Help Desk teams, and Desktop Administration teams.• Executed and facilitated the new hire process with other IT teams and leaders.• Identified improvement opportunities from other IT Support teams.• Analyzed current tickets to identify trends to improve efficiency and reduce the number of contacts to the Help Desk.

Collaborated with other IT teams to improve processes and resolve issues.• Represented the Help desk and customers at the TCAB meetings.• Provided front-line support for installation and troubleshooting of printers.• Participated in disaster recovery activities.• Served as the central IT point of contact for the entire organization of 1700+ employees.

Managed the administration of IT hardware and software inventory.• Facilitated and coordinated the management of IT hardware and software licenses and agreements.• Monitored software license compliance and true-ups.• Coordinated planned and unplanned IT hardware and software inventory audits for internal and external parties.• Identified opportunities for cost optimization working with Sourcing on negotiation of maintenance contracts.• Defined requirements for IT hardware and software asset disposal strategies and managed proper execution.

Managed the change process, overseeing application, infrastructure, and data changes to production.• Maintained change management policies, procedures, and processes to ensure compliance and efficiency.• Facilitated Change Advisory Board (CAB) meetings to evaluate and approve change requests.• Published and maintained the change calendar to provide visibility and coordination for stakeholders.• Coordinated emergency releases to address critical incidents and minimize downtime.