• Proven Leadership: Ran a high-performing IT support team, providing guidance, mentorship, and direction to ensure seamless day-to-day operations and effective issue resolution.
• Continuous Improvement: Implemented best practices and adopted emerging technologies to enhance IT support services. Regularly assessed and optimized processes for efficiency and effectiveness.
• Documentation and Training: Developed comprehensive documentation for IT processes and procedures. Conducted training sessions for team members and end-users to promote self-service and reduce support ticket volume.
• Vendor Management: Established and maintained strong relationships with IT vendors, negotiating contracts and ensuring cost-effective procurement of hardware, software, and services.
• Operated with expert knowledge in JAMF and Google Cloud Suite
• Worked directly with key members and stakeholders of teams to ensure our customers SLA's were defined and realistic.
• Created and presented quarterly business reports to our ELT
• Successfully executed and delivered a diverse portfolio of projects within strict timeline windows
• Oversees incident response and communication