Summary:ITIL and Microsoft certified IT Service Management Professional with more than 25 years of leadership, technical, and customer support experience. Strategic, collaborative, autonomous, and organized with extraordinary analytical and critical thinking skills. Proven ability to resolve complex technical issues in escalated situations. Possess exceptional written and verbal communication skills, with an outstanding ability to communicate complex information effectively. Coaching and development artist, maximizing team engagement and performance. Seeking a unique opportunity within a positive, interactive technology team that values experience, demonstrated leadership, and a customer-centric perspective.EMAIL: jones.lynn@protonmail.comCore Competencies:-Strategic Planning-Remote Workforce-Distributed computing-Endpoint Engineering-Continuous improvement-Process Engineering-Vendor Management-Autonomous Leadership-Issue resolution-IT Project Management-IT Security Vulnerability Management -Regulatory Compliance-Succession planning-Customer Advocate-Fiscal Responsibility-Managed ServicesAccomplishments:-Streamlined the IT Support unit through the departmental process and policy mapping and design, surpassing industry standards and best practices within the ITIL Service Management framework.-Transformed the IT Support roadmap by expanding the departmental model to incorporate national coverage, advanced engineer skillsets, nationwide hubs and redesigned on-call procedures.-IT Project Lead tasked with engineering migration solution for, and supporting field team with, moving 9000+ endpoints from HDS to WCS domain as part of White Cap’s successful separation from H. D. Supply.-Project Manager through countless hardware and software lifecycle refreshes, OS upgrades, hardware vulnerability assessments and upgrades.Skills and Certifications:-ITIL Certified (ITSM)-Certified Help Desk Manager-Microsoft Certified Professional (MCP)-O365, Internet -Ivanti Service Desk/EPM/Neurons/UWM, LANDesk-Fresh Service, Jira, Clarify, Vantive, ServiceNow-Zoom, Skype, WebEx, Teams -VMWare, Citrix, RDSH, AAD, Active Directory, LRS-MDT, PXE, Modern Deployment, MECM, SCCM-Hardware, Software, Windows-KRIs, KPIs, Metrics, Capacity Planning-EDR | Checkpoint, Bitlocker, Crowdstrike, Tenable, LAPS-MacOS, Jamf, Intune, MDMPlease contact me at jones.lynn@protonmail.com for any management opportunities in IT Endpoint Engineering, IT End User Services, IT Service Desk or IT Service Management.