REGIONAL IT MANAGER Professional Summary Exceptional IT Manager talented personnel management, vendor management business strategy development. Technically-savvy outstanding relationship building, training presentation skills. Languages spoken: English, Conversational Chinese Skills Team leadership Budgeting finance Project management Process implementation Staff development Data management Self-motivated Strong verbal communication Powerful negotiator Conflict resolution Risk management processes analysis Work History 09/2012 Current Regional IT Manager Company Name – City State Acted project manager $10mn New York office move serves advisory board international office moves Direct after-hours (12p.m.EDT) delivery first, second, third-level technical support end users across 14 office facilities locations, including 500+ lawyers 500+ staff members. Ensure prompt courteous technical support. Manage, train review support staff team members. Developed SMART objectives KPI's continually motivate staff. Review help desk metrics help desk manager ensure tickets addressed according SLA. Identify recurring issues address global software applications manager. Work cross-functional technology committee create policies accurately reflect current future technology trends. Work international trainers oversee local training requests. Draft distribute local after-hours call metrics Director Information Technology. Purchase budget hardware software New York office. Lead document production (8ppl), local help desk (2ppl), global after-hours help desk (5ppl), local AV/ office services staff (3ppl). Ensure high availability systems applications across organization. Serves last point escalation manager duty. Develop, review, maintain local infrastructure policies procedures: Advise global procedures technology committee. Develop, review, enforce service level agreements help desk manager lead. Determine metrics, define measurables, present data executives performance department. Liaise global team develop implement business process improvement policies address security policies relating GDPR compliance local compliance measures. Designed implemented knowledgebase tool use IT colleagues end users order accurately diagnose technical issues. Coordinated global resources training offices Lotus Notes Outlook Windows 7 Windows 8 rollout. Increased first call resolution 85% 98% help desk training cross functional training. Supports Director Technology daily operational functions. Assisted various business groups document organization dissemination acquisitions. 06/2007 09/2011 Technical Support Analyst Company Name – City State Collaborated sales, marketing support teams launch products time within budget. Maintained monitored server room, wireless network server infrastructure. Set staff workstations PCs, Macs, phones laptops. Partnered marketing team leverage technology customer value propositions used marketing events. Created new hire IT training curriculum. Acted technology liaison technology department global recruiting division. Tested implemented new technology-based global projects Nuance PDFCreate. Delivered on-site IT AV technical support 300+ staff local regional offices. 03/2007 06/2007 Desktop Support Technician Company Name – City State Hands roll Domestic International OS migration WinXP Win7. Worked engineering applications staff resolve problems related upgrade functional. Key responsibility support users C-Level firm chairman contract services troubleshooting resolving problems relative Mac, Macbook, PC related equipment. Install Mac PC OS, configure network settings integrate firm's network, troubleshoot issues locally provide support mainly virtual Citrix desktop. Work various interdepartmental groups resolve depth issues regarding security accounts. Install configure hardware software relates users needs. 10/2004 02/2007 Software Licensing Coordinator Company Name – City State Client facing manager responsible aspects department. Managed department budget; Responsible personnel department operation. Handled monthly billing. Performed software audits (Software asset management). Responsible license application management. Oversee sale software students, staff business units. Escalate desktop management issues vendor ensure prompt resolution. Create standard operating procedure handling software related issues (change management). Manage vendor-university technology relationships. Worked implementation online university software management system. Education Master Science Information Management W.P. Carey School Business Arizona State University City State Information Management Bachelor Arts Psychology, Sociology Chinese Studies Emory University City State Major(s): Psychology, Sociology Minor: Chinese Studies Skills Budget management. Supervision skills. Litigation vendor management experience. Service level agreement (SLA) management experience. Vendor selection relationship management experience. ESX server administration. System Center Configuration Manager (SCCM) management administration. Familiarity installation, maintenance monitoring networking equipment. Administration of: MobileIron/BES; MS Server 08/03/00; Windows 7/XP/2000; MS Office Suite version 10/07/03; Lotus Notes 4.6/5.0; Exchange 2010; Microsoft Lync; ESX/Netapp servers; Mimecast; Citrix Xen suite; Active Directory. Remote desktop software troubleshooting. Legal apps: FileSite w/Outlook Integration; PDFDocs Suite; Carpe Diem; TOA software. Project lead pilot installs rollouts software, hardware operating systems. Completed Microsoft Certified Information Technology Professional training (MCITP).