It Manager
While acting as IT Manager for CityMD Urgent Care Facility, my day-to-dayresponsibilities were to lead help desk staff, create accounts, and coordinateon SOPs/documentation while delivering proactive support to the Help DeskManager. By managing a high-performing team comprised of 12 IT support staffmembers, I improved IT infrastructure and achieve set performance metrics. Iwas also responsible for optimizing the efficiency of inventory management anddeployment operations with the implementation of the asset management systemSnipe-IT. My exceptional managerial skills empowered me to effectively manageIT procurement operations targeted toward streamlining IT support services. Bydelivering top-notch customer support through the new Service Now ticketingsystem, I drove client retention.Some of my key accomplishments associated with this job role include: Slashed the number of pending tickets from 1K+ to 100’s by identifyingprocess gaps and employing corrective measures. Spearheaded successful transition of 3K+ users to remote work due toCOVID-19 under two medical umbrellas across 600 locations by craftingand integrating standard operating procedures (SOPs). Revamped internal communications, logistics, and technicians’ workflowaimed at driving average issue resolution support time from three weeksto two/three days. Enabled first three-site deployment of hybrid brand offices for Summit-CityMD in the established time frame of 36 hours by leading three teamsof four technicians.
