Sam Cool Email & Phone Number

Brighton, Co, Us

Denver, Colorado, United States

Denver, Colorado, United States

In my role as Senior IT Manager at 2U Inc., I have led high-performing teams for 8 years, overseeing global IT operations and user support functions, with notable achievements including receiving multiple awards and facilitating the advancement of multiple team members to more complex technical positions. I established and consistently surpassed key performance indicators (KPIs) for the IT department, ensuring heightened system availability, swift response times, and elevated customer satisfaction. Demonstrating a keen focus on performance metrics, My contributions extended to the development and oversight of a robust Jira-based IT knowledge base, serving as a valuable resource for both internal IT and user-facing documentation. I engaged in cost-saving initiatives, achieving a reduction of over $300,000 in operating expenses through meticulous licensing and system audits. Leading support initiatives for 100+ IT systems post-acquisition, I provided regular updates to Senior Executives and C-Level staff on critical support metrics. Implementing agile methodologies and ITIL fundamentals, I successfully accelerated project delivery timelines by 50%, aligning seamlessly with overarching business objectives. Collaborating closely with Project Managers, I crafted project roadmaps and guided engineers in the efficient onboarding of systems from partner teams, reflecting my commitment to optimizing operational efficiency in a dynamic IT environment.

Denver, Colorado, United States

As an IT Engineer, I collaborated closely with the communications team to successfully implement and roll out Talkdesk and Five9 call center systems, ensuring seamless integration and heightened communication efficiency. I championed the migration of multiple university email domains to in-house email domains for internal staff, resulting in a remarkable 40% improvement in communication efficiency and a smooth transition with zero email service disruptions. My contributions extended to developing and implementing comprehensive IT documentation, leading to a 30% enhancement in information accessibility and a 25% reduction in time spent on troubleshooting and support tasks. Through adept project coordination, I achieved a noteworthy 20% reduction in project completion time, fostering strong relationships with C-level executives and key stakeholders to facilitate projects, provide support, and deliver technical solutions. Additionally, I played a pivotal role in establishing a Denver office, collaborating with vendors and project managers to facilitate the expansion for 700 employees and overseeing the construction of a robust and operational IT infrastructure, including the implementation of advanced conference room technology.

Lanham, Md

As an IT Helpdesk Analyst, I excelled in identifying, troubleshooting, and resolving hardware and software issues for a dynamic startup, proficiently utilizing Salesforce, Jira, and Google Suite. My proactive approach extended beyond issue resolution as I played a key role in presenting essential IT policies and guidelines during weekly new hire orientations. This effort significantly contributed to a remarkable 25% reduction in onboarding time for staff, ensuring a smoother assimilation into the organization's IT protocols. During a period of exponential growth for the startup, witnessing an increase in employees from 125 to 5000, I orchestrated the seamless integration and support of various SaaS products. This strategic orchestration led to a remarkable 4000% increase in the user base while maintaining optimal system performance and fostering high levels of user satisfaction.

Columbia, Md

-Desktop support responsibilities include operating system builds, fault diagnosis and management of open tickets within the call logging system -Escalate urgent or widespread issues to the associated teams -Provided quick and comprehensive technical support for hardware and software issues

Master Of Business Administration - Mba

Bachelor Of Arts (Ba), Criminal Justice And Criminology

Education record