John M. Email & Phone Number

Raleigh-Durham, North Carolina Area

 Responsible for helping Manage over 30 Technicians. I was personally responsible for the 2 technicians during business hours Recruit, select, schedule, train, supervise, evaluate, discipline, develop, and promote team-work among support personnel Provide leadership and work with staff to ensure a customer-service oriented work environment that supports achieving the department’s and District’s mission, plans, objectives, and values Provide information to District’s users of computer systems regarding software availability; works with Educational Technology department to develop needs assessment, prioritizes long-range plans, and resource allocation policies; performs systems analysis/evaluation of software programs to meet user needs Manage daily tasks such as: Shift Scheduling and Coverage; Management Meetings, Conference Calls and Technical Resolutions Evaluate Call Resolution Time and Performance Create Strategies for Better Documentation, Technical Troubleshooting Guides and Escalation Processes to Support Teams Provide and participated in hands on expertise and resolution on a regular basis as well as managing the technicians, and served as the escalation point for the group Analyze the technicians’ activity and made recommendations for increased organization efficiency and effectiveness Create long term strategies for growth and preservation and career development plans of the technicians by providing the staff with additional training and resources Installs, configures, maintains network and phone services, equipment and devices  Plans and supports network and computing infrastructure  Performs troubleshooting analysis of servers, workstations and associated systems

Planning & OrganizingI work with UNC-GA technology team members to analyze and troubleshoot problems, develop resolutions, and communicate solutions effectively. Identify needs for training in new technology or for reoccurring problems that are either technical or procedural. May be lead contact for some activities.Project ManagementLead projects that require directing the work of team members and with some latitude on actions or decisions. Manage timelines and resources, and lead implementation efforts to completion. Serve on projects team as an expert in a specialty areas of work.Technical KnowledgeI possess advance knowledge as demonstrated by an in-depth understanding of general principles, theories and practices pertinent to the area of responsibilities of end-user technology services. I serve as a technical expert in staff (staff meetings, MCNC video conferences, etc.) and end user support (software, hardware, operating system, etc.). I also serve as a technical resource for other technicians, including training.Technical Solution Development I have the experience and knowledge that crosses over to other work specialties and the ability to integrate this knowledge to develop and communicate solutions as well as training materials (knowledge base and wiki). I assist in guiding journey level technicians to resolutions of ongoing issues that they are troubleshooting.Technical SupportAble to identify trends and make suggestions for technical modifications to prevent future problems. Able to make decisions based on weighing options and consequences. Knowledge of other work specialties and the ability to integrate this knowledge to develop and communicate solutions.Consultancy SkillsConsult with clients and higher-level specialists and analysts to resolve advanced technical problems and ensure customer satisfaction.

Chapel Hill, Nc

Planning & OrganizingI work with UNC-GA technology team members to analyze and troubleshoot problems, develop resolutions, and communicate solutions effectively. Identify needs for training in new technology or for reoccurring problems that are either technical or procedural. May be lead contact for some activities.Project ManagementLead projects that require directing the work of team members and with some latitude on actions or decisions. Manage timelines and resources, and lead implementation efforts to completion. Serve on projects team as an expert in a specialty areas of work.Technical KnowledgeI possess advance knowledge as demonstrated by an in-depth understanding of general principles, theories and practices pertinent to the area of responsibilities of end-user technology services. I serve as a technical expert in staff (staff meetings, MCNC video conferences, etc.) and end user support (software, hardware, operating system, etc.). I also serve as a technical resource for other technicians, including training.Technical Solution Development I have the experience and knowledge that crosses over to other work specialties and the ability to integrate this knowledge to develop and communicate solutions as well as training materials (knowledge base and wiki). I assist in guiding journey level technicians to resolutions of ongoing issues that they are troubleshooting.Technical SupportAble to identify trends and make suggestions for technical modifications to prevent future problems. Able to make decisions based on weighing options and consequences. Knowledge of other work specialties and the ability to integrate this knowledge to develop and communicate solutions.Consultancy SkillsConsult with clients and higher-level specialists and analysts to resolve advanced technical problems and ensure customer satisfaction.