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Mecha
MechaWalker@yahoo.com
678-852-0011
Marietta, GA 30066
IT MANAGER
9 years experience W2
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Average rating
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Summary

Experience
IT MANAGER
Dec 2019 - Apr 2020
Atlanta, GA
  • Troubleshot network connectivity issues related to computer systems on Active Directory domains.
  • Delivered technical support and service including communications, diagnostic procedures, call management, work scheduling, and customer relations.
  • Implemented on-going direction, trainings, and meetings for employees, improving department turnover and increasing production.
  • Diagnosed and resolved PC hardware, peripheral connections, and Windows operating systems.
  • Oversaw Active Directory for 80 users, 90 PC's.
  • Managed the deployment, monitoring, maintenance, development, upgrade, and support of all IT systems, including telecommunications, servers, PCs, operating systems, hardware, software.
  • Revamped the IT department through staff training and development, to meet the constant growing demands. This led to a significant increase in overall efficiency.
  • Achieved project completion consistency by streamlining processes to meet deadlines and stay under budget.
  • Managed Mitel phone systems for all users.
Project Management
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IT SUPPORT MANAGER
Jan 2016 - Dec 2019
Vancouver, WA
  • Accountable for the day-to-day operations of all Aloha Point of Sale (POS) systems in all Papa Murphy's Franchise and corporate owned locations.
  • Designed, developed, implemented, and coordinated IT systems, policies, and procedures.
  • Managed and directed all areas of technical support for the POS and NBO services manage using Service Now ticketing.
  • Spearheaded team of 7, delivering project objectives by following project management and QA processes and procedures to track, and report project activities.
  • First point of escalation for resolving all internal IT software, hardware, and wireless network connectivity issues including setup, connectivity, functionality, and update issues for all POS systems.
  • Implemented IT Support for the transition from Cherwell ticketing system to Service Cloud/Salesforce ticketing system for my SSSC team.
  • Inspected the use of the technological equipment and software in 60 corporate locations to ensure functionality and efficiency.
  • Set up Cisco Firewalls and coordinated vendor meetings between the restaurants and wireless providers : AT&T and Comcast.
  • Managed the OLO.com platform for franchise and corporate restaurants.
Firewall Project Management Quality Assurance
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STORE SYSTEMS SUPERVISOR
Jul 2015 - Jan 2016
  • Supervised the day-to-day activities at the Carter's HOME (Helpdesk, Operations, Monitoring of the Enterprise) Support Center. Maintained a staff of 14 agents with 4 direct reports.
  • Drove continuous results on complex information systems by, conceptualizing, designing, and implementing solutions.
  • Performed regular Quality Assurance (QA) analysis to ensure our agents are providing a consistent and professional experience for our customers.
  • Provided IT support to employees in the Carter's HOME location by prioritizing, troubleshooting, and resolving problems quickly.
  • Improved resolution success rate of the IT operations which ultimately led to a high level of customer satisfaction within the organization.
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NOC ANALYST
Information Technology
Dec 2012 - Mar 2014
  • Collaborated as a member of the National Network Operations Center (NOC) Video team in a 24/7 environment, providing incident management, problem resolution, implementation, and maintenance support for Encompass Media.
  • Improved the organization's overall efficiency by identifying patterns of repetitive failures on a device/network or network level and executed permanent fixes.
  • Implemented proper reporting and classification of incident and change tickets.
  • Knowledge of digital video delivery technologies, IP network protocols and configurations.
  • Utilized software and hardware tools and identified and diagnosed complex problems and factors affecting network performance.
  • Managed outage notifications and communications, including organizing and leading conference bridges as part of incident
  • management operations processes.
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Edit Skills
Non-cloudteam Skill
Education
Cybersecurity
Strayer University 2021
Network Engineering
Virginia College 2014
Information Technology
not provided
Skills
Project Management
2020
4
Firewall
2019
3
Quality Assurance
2019
3