Ian Keefer Email & Phone Number

Winchester, Virginia, United States

Winchester, Virginia, United States

Execute projects in accordance with the Strategic Objectives of the firm. Assess infrastructure on a regular basis and make appropriate changes. Responsible for managing and updating notebooks, desktops, printers and peripherals issued to employees. Provide support for infrastructure and serve as an immediate response to end user requests.

As the IT Service Desk Manager at Shenandoah Valley IT, I have achieved a number of notable successes in leading the team that provides managed IT services support to clients in the auto dealership and financial services industries. Through my coordination with staff and clients, I have attained a 98% SLA performance and 90% FCR, and have maintained a Customer Satisfaction Index score of 4.9/5 based on 12,000+ post-ticket support service surveys. I have deployed services and managed infrastructure for 12 name brand auto dealerships with 600+ users and endpoints, and have worked closely with 22 CXO and management teams to account for dynamic targets, staffing changes, and operational specifications.I have overseen a team of 3 maintaining 99% network and system uptime for all clients, and have remotely maintained a service area of 100 square miles, communicating with regional team members to identify and quickly resolve problems. I have also led the transition of VoIP services on 200+ endpoints with no downtime, and have worked with the CEO to develop long-term goals to grow the business and staff. In addition, I have collaborated with vendors to resolve advanced problems and have trained junior team members on procedure, phone etiquette, and company culture.

As the Senior Support Analyst at Shenandoah Valley IT, I was responsible for tracking tickets and supporting 600+ users and endpoints remotely and onsite, working with an IT team of 5 to analyze and develop service goals for the Network Operations Center (NOC), and scheduling automated software updates and security patches on 600+ endpoints.I have extensive experience in the auto industry, with a strong track record of success in supporting a range of technologies, including CDK, Reynolds & Reynolds, Dealertrack DMS, VinSolutions, Manheim, vAuto, Xtime, Autotrader, Dealer.com, Windows OS, Microsoft Office 365, Exchange, and Azure. In my role as the lead technician in 6 DMS transition projects, I have moved dealerships totaling 500+ endpoints and users from Reynolds & Reynolds and CDK to Dealertrack DMS, and have implemented, repaired, and installed computer-related hardware based on compliance and deployment procedures.I was dedicated to following up with clients to verify optimal customer satisfaction following support engagement and problem resolution, and my extensive industry experience and strong technical skills make me an asset to Shenandoah Valley IT as a reliable and efficient Senior Support Analyst.