Manage 2 North America depots and 1 Candian depot. I also manage desktop support technicians for our call centers within the commercial sector and government sectors. Support our work from home population, with my international team located in Philippines along with my depot break fix team. Focus on cost savings initiatives, meeting our company SLA for agent uptime both on-site and work from home, developing new processes that help us achieve resolution for agent issues, and uptraining for my team.

I am a Regional I.T Manager that supervises 8 call centers throughout the United States. The centers are located in the following states: AR (1), PA (1), TX (3), VA (2), and WV (1), which represents 14 technicians. I support one of these site(s) remotely, it’s located in VA, handling any I.T related issues. Responsibilities for my role: Ensuring that each of my sites are meeting our ticket metrics, with a strong emphasis in reducing our overall SLA’s (Service Level Agreements) metric, ensuring that my team is complying with our Information Security policies and practices, monthly reports are completed (this involves SEP (Symantec endpoint protection) and Window patches)) and we stay driven and focused to meet our clients/company expectations regarding our compliance model. I also facilitate team meetings and 1 on 1’s with each of my technicians to discuss current tech and assist them with career-driven goals. I developed a training segments designed for their current role, and for roles they would like to go into. The design of the segments was to improve their current skill set and aptitude for the roles they are interested in achieving, such as: Technology Account Manager, S.O.C/G.I.S (Security Operation Center/Global Information Security) and Desktop Engineer. I encouraged collaboration between the I.T segments, such as Desktop Engineers, Server Operations, ISU, SOC (Security Operations Center) and Desktops support to ensure we are meeting our customers’ expectations. Experience with setting up Vlan segmentation by using switch commands related to HP and Cisco. I recently started to get acquainted with Qradar, and still in the process of learning the “ins and outs” of it. I am having my metric system that I used to gauge my team’s performance implemented for North America at the start of January 1st of this 2019.

Use of SCCM 2012 to push OSes (operating systems) to desktops via task sequences, as well as individual software packages. Also the use of HPDM (HP Device Manager) for thin clients to push current image and individual software packages. Working on daily tasks, that come in to AskIT ticketing queue. Some of the job duties entails: replacing of hardware devices such as: USB headset adapters, keyboards, replacing switches, monitors and mice. Configuring software for the end user on agent systems for various projects, and setting up test machines for server patching. Working on site wide outages or project specific outages. Manage desktops (Dell Optiplex 3020) and HP Thin Clients (t610). Current Operating System is Windows 7 Pro. Lead the computer refresh of the entire site which was over 800 systems. Currently decommissioning the old systems and cleaning up our onsite inventory.

Worked on several projects. Answered call, and emails. Provided outstanding customer service.