Leonard A. Carr Jr., Mba Email & Phone Number

Lawrenceville, Ga, Us

Currently, I am responsible for IT Service Management across Gwinnett County, building bridges enabling end-to-end delivery of IT services to internal and external users, citizens, and industry partners.My success results from three talented and professional teams, the Service Desk, IT Service Delivery Operations, and IT Service Delivery Solutions. Together, as the Service Management section, we have:• Established and maintain a collaborative teamwork and communication culture that champions results that lead to end-user satisfaction• Achieved and maintain 90% customer satisfaction and reached 90% ITSM value adoption and configuration maturity• Centralized IT support, and multichannel support for end users (Self-service, Email, Phone, and Executive support line), identified missing services, and made recommendations for services that deliver value to the organization• Implemented and maintain new Service Offerings, Tasks, Change Management, Service Level Agreements, Operational Level Agreements, ticket categories, FAQs, Knowledge Articles, Known Problems, Flows, automated workflows, and communication templates to drive proactive end-user communication and awareness• Established and maintain an IT Assets Management Program, capturing 77,000 hardware and software assets• Implemented and grew quarterly asset disposition with vendor revenue sharing, resulting in a $20k return to the General Fund over three years• Emphasize the importance and creation of documenting processes, policies, and procedures• Increased training hours by 50% per team member (80+hrs) to enable, grow and empower them to provide a broad scope of dynamic modern support

Lawrenceville, Ga, Us

• Defined a range of solutions, services, standards, processes, and procedures to co-create and enable enterprise customers to be as productive as possible while providing an intuitive, efficient, and consistent user experience• Hired, supervised, and directed workers engaged in special project work, problem-solving, monitoring, and installation of data communication equipment and software• Performed invoicing and budget-tracking tasks to monitor financial progress• Performed research to attain in-depth knowledge of supported products and services• Managed multiple priorities, following through on projects to completion• Developed company standards for workstations and computer peripherals• Delivered technical timely, and effective support services and solutions with the highest quality• Provided support for 6,000+ users and 10,000+ endpoint devices• Mobile Device Enablement ($11mil budget)• Windows 10 migration ($100k cost avoidance in 12 months saved $1 million in project expenses)• Deployed MS 365 Apps for Business (6,000+ users) in less than six months• Hired and managed 100 contractors in a 12-month period (COVID-19)• Successfully implemented Microsoft Endpoint Manager for real-time device management, standardization of IT tools, and reduced operational expenses of $300k• Successfully migrated Azure AD, to take advantage of cloud products and increase InfoSec posture• Integrated Azure Cloud, which resulted in increased availability of various critical applications• Deployed BMC Remedyforce, which increased Service Desk productivity by 40%• Installed operating system updates, security patches, and application upgrades• Prepared evaluations of software and hardware and recommended improvements and upgrades

Lawrenceville, Ga, Us

• Monitored help desk requests through the ticketing system• Delegated tasks to team members according to individual strengths• Motivated employees to reach their highest professional potential• Set performance goals for staff members and helped teams meet important deadlines• Notified employees of policy and procedure changes to promote overall compliance• Communicated technical information to non-technical audiences • Coordinated manpower requirements to meet changing conditions• Conducted assessments, triage, and research to resolve basic incidents and requests• Escalated unresolved issues to the next level of support with strong corroborating documentation• Assisted managers with employee recruitment and interviews

Lawrenceville, Ga, Us

• Responsible for Countywide and large Departmental systems• Planned, analyzed, developed, programs, modified, and implemented complex computer systems• Defined and developed requirements for creative, logical, and practical solutions• Worked with management to determine feasibility of recommendations• Troubleshot and resolved problems, identified processes, and definitions• Analyzed system problems and took corrective action• Provided technical direction in complex information concepts, data access, and interfaces• Maintained and administered databases and associated tables to include creating scripts• Maintained security access to computer system information and reviewed systems for functionality

Lawrenceville, Ga, Us

• Provided first-line technical support with an emphasis on customer service• Managed Incidents and Service Request using IT ticket system management• Analyzed the impact and urgency of customer issues to prioritize appropriately• Responded to inquiries and requests for assistance with the organization's computer systems • Interacted with customers to identify and diagnose technical issues and problems• Gathered and verified all required customer information for tracking purposes• Conducted assessments, triage, and research to resolve basic incidents and requests• Supported a full range of network hardware and operating systems in the customer base• Troubleshoot issues on device-specific problems, network performance, and internet connectivity• Created knowledgebase articles, utilized websites and tools to locate solutions to known problems• Notified users and other key personnel of system status before, during, and after downtime• Escalated unresolved issues to the next level of support with corroborating solid documentation• Resolved inquiries for numerous products and services• Documented solutions and created knowledge articles

Atlanta, Ga, Us

IBM InfoPrint 2000 (Team Lead)

Master Of Business Administration - Mba, Business Administration And Management, General

Bachelor Of Applied Science - Basc, Information Technology

Associate Of Applied Science - Aas, Computer Information Systems - Information Security Specialist

Education record