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1
it support manager
- Assist with the set up of NRO and being prepared for any support needed
- Managed all incoming troubleshooting issues via email, tickets, or calls and prioritized via urgency
- Worked on finding and reviewing vendors for multiple troubleshooting issues
- Was on call 24/7 for any major incidents
- Always available for last minute emergencies at restaurants
- Monitor performance of team members, providing performance feedback
2
it support manager
- Build and manage IT support environment including escalation practices to provide efficient and timely support
- Manage daily operations of IT Service Desk, Field Technicians and applications support.
- Address complicated support issues that are escalated by team members
- Manages the End User Support teams with regards to performance evaluations, promotions, training, hiring and disciplinary responsibilities, Evolve and improve the ticketing system based on trends.
- Coordinate with desktop and telecom technicians to achieve service and project delivery targets.
- Conduct regular meetings with teams to review status of IT services
- Assist in policy and procedure development
3
it support manager
- Install and perform minor repairs to hardware, software, or networking equipment, following design or installation specifications.
- Install and perform networking software and equipment such as Windows Server, Cabling, Servers, Setup Router, Switch and Server, Wireless Networking specialist (Cisco Routing and Switching, CCNA, CCNP, LAN/WAN, TCP/IP, VLANS, DHCP).
- Interact with Department heads to understand user requirements.
- Conduct regular meetings with Senior leadership to review trends, issues and gain feedback on support performance.
4
it support manager
- Project Manager for IT Deployments.
- Point of Contact for vendors.
- Knowledge-base development.
- Train staff on operational procedures and troubleshooting techniques
- Create client facing communication to address service outages, system upgrades and general IT informational announcements
- Gather and analyze metrics to benchmark the end user support team workload/performance and identify trends and issues
- Ability to quickly learn new subject matter areas, assess operational maturity, establish KPI’s and metrics and drive towards operational maturity
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