amercad7843

Managed IT operations and independently supported over 200 employees globally, while developing and implementing an on-call process to ensure the timely resolution of urgent issues. Developed a Notion self-service knowledge base, empowering employees to quickly resolve common tasks, reduce downtime, and enhance productivity without relying on- support. Managed the corporate MDM platform to secure and oversee IT assets, optimizing operational efficiency and cost control by ensuring hardware reuse and minimizing unnecessary purchases. Strengthened vendor relationships to secure favorable pricing on existing licenses and reduce costs for future procurement, leading to significant savings and enabling the company to allocate resources to higher-impact initiatives. Oversaw company IT projects, collaborating with cross-functional teams to ensure initiatives positively impacted business operations and enhanced user productivity, while proactively identifying and eliminating unnecessary projects to optimize costs and resource allocation. Introduced and managed IT tools that aligned with business needs, boosting productivity while phasing out underutilized or costly solutions. Implemented streamlined onboarding and offboarding workflows to ensure new hires could begin work immediately with all tasks completed, while developing a comprehensive offboarding process to ensure timely account deactivation and retrieval of licenses, safeguarding company security. Scheduled quarterly meetings with cross-functional teams to review service performance, address challenges, and identify areas for improvement, both within IT and across other departments, fostering a collaborative environment for continuous enhancement.

Built an IT support team of four from scratch, strategically distributed across multiple time zones, to provide seamless IT assistance for over 800 employees on a global scale. Onboarded IT tools that aligned with the company's needs, providing significant value, while retiring outdated and costly platforms. This resulted in enhanced productivity and operational efficiency. Managed the oversight of company IT projects to ensure they stayed within the allocated budget, while consistently meeting timelines and deadlines. Managed and led the SOC2 compliance frameworks to ensure the proper handling of sensitive data for the organization. Created and implemented a cybersecurity program requiring employees to complete quarterly and annual security assessments. This ensured employees stayed informed about current cybersecurity threats while fostering accountability to protect the organization from potential cyber risks. Built a real-time dashboard to monitor service performance and track support ticket resolution times, ensuring timely issue resolution. The dashboard also tracks team performance metrics and is accessible to both IT and executive leaders for enhanced visibility and decision-making. Fostered strong global vendor relationships to negotiate competitive pricing and reduce costs worldwide, ensuring consistent productivity and avoiding disruptions to operationsacross all regions.

Provided comprehensive technical support to a global workforce, resolving issues promptly to sustain productivity across regions. Coordinated the procurement and deployment of equipment, ensuring all staff were equipped with optimal tools for performance. Designed and delivered onboarding programs focused on policies, culture, and technology, accelerating new-hire integration. Administered user accounts and permissions to maintain data security while enabling effective collaboration. Enhanced staff proficiency by 15% through targeted training on emerging technologies, strengthening team capabilities.

Supervised a managed services provider for Level I support, ensuring SLA compliance and consistent service quality. Led and contributed to large-scale IT and site projects, driving impactful improvements in support and operations. Directed a team to exceed SLA targets by optimizing ticket resolution processes, enhancing support reliability. Managed global IT procurement, maintaining inventory alignment with demand while adhering to financial constraints. Secured favorable vendor terms through strategic negotiations, reducing costs without compromising quality. Worked closely with business units to resolve operational challenges, deploying solutions that improved efficiency and satisfaction.