During my 14-year career with IBM, I managed Active Directory and Tier 3 support services for AT&T, with more than 330,000 mobile users. In this role, I managed the migration of SBC, Cingular, ATT and Bell South into a single domain structure.►HOW I DO ITPeople respond productively to my collaborative management style. I’ve been able to quickly establish rapport with my customers and with co-workers, which organically develop into trusting, long-lasting relationships.I Develop. My ability to merge analytic, strategic, and creative thinking allows me to build and apply strategies that have increased productivity and slashed support costs.I Implement. I have cut $2 million in local support costs by developing and implementing remote support strategies. In addition, I reduced 95% of Group Policies into a single base set through standardization of processes to provide single-tier support.- I Collaborate. By collaborating and working effectively with individuals and teams inside and outside IBM, respecting and valuing others' differences, and building and strengthening relationships, I have achieved mutually-beneficial solutions to save time and money.- I Lead. I mentored new employees in support procedures through weekly meetings, training sessions, and concise support documentation. I also led Lunch and Learn Sessions that included a walk through of supporting the largest IBM contract, Deep Dive of Group Policy Objects, and Deep Dive of Logon Script process and standardization.PROFESSIONAL ATTRIBUTESTier 3 IT Support ♦ Solutions Architecture ♦ Change Management ♦ Project Management ♦ Process Improvement ♦ Strategic Planning ♦ Profit & Loss Accountability ♦ Analytic ♦ Root Cause Analysis Analytic ♦ Collaborative ♦ Team Builder ♦ Relationship Management ♦ Verbal & Written Communication
Listed skills include Active Directory, Vbscript, Powershell, Group Policy, and 22 others.
