jessica claire montgomery street san francisco ca 94105 555 4321000 resumesampleexamplecom professional summary experienced technology manager 15 years delivering cost effective high performance technology solutions meet challenging business demands excellent reputation resolving problems improving customer satisfaction driving overall operational improvements skills change management sox compliance project management vendor management automation process design strategic planning work history information technology manager 052014 102020 community college aurora denver co software deployment problem resolution training mentoring call center management agile methodologies managed technology operations multibillion dollar organization providing leadership vision ensured slas met endusers expectations managing support team service desk software developed key performance indicators kpis used determine inefficiencies areas improvements provided management oversight escalated incidents proactively communicated resolution status business stakeholders renegotiated outsourced contract brining support back inhouse saving 360000 annually improved customer satisfaction 70 99 implementing hardware obsolescence strategies investing new desktop technology offering training end users applying software tools improve workflow efficiencies coached mentored staff maximize growth development administered maintained corporate data centers virtual infrastructure using vmware spearheaded implementation software solution automated repetitive manual tasks saving 300 hours manual effort month managed small medium technology projects around desktop infrastructure ie technology upgrades new hardware software deployments ensured project completion coordinating resources timetables business units staff created maintained operational policies procedures standards guidelines best practices documented system events ensure continuous functionality tested design effectiveness internal controls completing walkthoughts complex business processes information technology manager 092000 052014 community college aurora aurora co managed aspects corporate windows 20032008 enterprise systems maintain manage avaya definity g3prologix avaya ip office shoretel phone systems manage maintain san architecture using dell compellent hp eva4000 systems perform system analysis design test evaluation activities ensuring integration software hardware reliability maintainability survivability human requirements review new product releases make recommendations director leadership team manage backup operations indianapolis chicago offices using netbackup 65 puredisk backup exec 12 key results managed help desk operations three help desk support specialist supported managed daytoday operation business information systems indianapolis chicago st louis offices responsible maintaining managing 50 hp proliant bl460cs created implemented service level agreement training procedures department assisted managing 15 million dollar information technology budget implemented effective customer satisfaction strategies identifying eliminating root causes customer problems responsible implementing cost effective training solutions staff served information systems liaison department management end users regarding corporate application systems issues implemented structured change review process technology application changes affecting production systems collaborate management develop business continuity disaster recovery strategies directed planned designed production management new system implementations directed small project team including external programmer accounting internal staff regularly meet interdepartmental work group monitor evaluate implementation new applications discuss policy issues recommend service improvement education mba management 042011 indiana wesleyan university marion bachelor science business information systems 042007 indiana wesleyan university marion certifications comptia certification exin itil v3 certification microsoft certified solutions associate mcsa 2012 microsoft certified system engineer mcse nt40 microsoft certified professional mcp 2000 vmware certified associate data center virtualization vca5dcv cherwell certified administrator cherwell certified designer