Southland IndustriesManager, IT Support Services
Mar. 2015 - Apr. 2019Dulles, VirginiaTeam Leadership: Managed a national support team of 14 on-site and remote employees, providing tier 1 and tier 2 IT support services.
Training and Development: Led training and development initiatives, mentoring junior staff and ensuring they met industry standards and best practices.
Budget Management: Oversaw an annual spend of $1.75 million, ensuring operationalfunctionality while optimizing costs.
Inventory Management: Managed hardware inventory, implementing an inventory record system to improve stock turnover predictions and eliminate asset loss.
Efficiency Improvements: Implemented improved IT asset delivery workflows, reducing duplication, and wasted resources through a new hire "kitting" process.
Software Licensing: Managed software licensing for key platforms, including Microsoft agreements, ensuring compliance and cost optimization.
Knowledge Management: Implemented a knowledge management system for IT admin and the user base, enhancing technical documentation access and effectiveness.
Support Workflow Optimization: Improved support workflows, reducing response times from days to minutes and resolution times from weeks to hours.
Custom Ticketing System: Selected and implemented a custom ticketing system using HTML and JavaScript, enhancing efficiency and reporting.
License Compliance: Provided license compliance analysis for legal purposes, successfully saving the company $0.5 million in fines due to a record-keeping issue.