Spencer Mcgowan Email and Phone Number

Results driven, physically capable Service Delivery Team Lead, Project Manager with 20+ years of experience in identifying problems and applying appropriate technological solutions. Success in customer service, hands-on computer, mechanical repair and technical project management. • Strong rapport building skills• Technical Troubleshooting• “White-glove” Service• Windows 7/10 Support• MS Office/O365• DNS, LAN/WAN, VLAN• Mobile Device Support• Full PC Lifecycle Support• Self-starter Team Player• The Face of IT Support• Kanban Board Proj Mgt• Citrix/VDI CORE COMPETENCIES- Extensive experience working with ITSM/SLA technologies like ServiceNow and JIRA Service Desk. - Rapport building to create a sense of transparency, trust and understanding with each customer interaction. - Taking customer service beyond the “Incident Ticket” to true business partnership. - Ability to manage customer expectations via alternative solutions, building trust through transparency and timely follow-up.- Strong team leader practiced in full accountability for coaching, mentoring, and training a highly utilized team of professionals focused on delivering quality incident resolution, project delivery, performing at the highest level to ensure first-in-class customer service. - Key focus on continuous improvement to explore and deliver new opportunities- Effectively leads and directs full-scale complex projects with proven success in developing, managing, and integrating advanced technology solutions in fast-paced, high-performance corporate environments. - Support of corporate Wintel end-user computing environments. Experienced in hardware, software, network, telephony troubleshooting and repair.- Mobile Device Support (Andriod/iSO) MDM Platforms (MobileIron, IBM MaaS360, MS Intune)- Accountability for full PC lifecycle support (Purchase, build, deploy, retire, legal hold, data removal, recycle) - Device imaging and deployment using tools like Symantec Ghost, MDT - Remote and desk-side support from the production floor to “white glove” executive board room. - Experienced in AV Executive Board room/meeting support.- Ability to install, test, troubleshoot and resolve house cabling issues (serial, UTP). - Support for IDF/MDF Closets, network cabling, WiFi Access Points, Home Office/Remote ISP connectivity - Printer device management and basic repair experience (paper feed path/rollers, fusers, scanners, etc..