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Joe T. Hughes (817) 600-6939 10217 Feldspar Dr. jh131dfae@westpost.

net Fort Worth, TX 76131 Seeking Position As: IT Service Desk/IT Manager/Social Media Project Manager Insightful, empowering, and honest professional with over 10 years of comprehens ive experience in providing technical support, leadership and engineering, is ea ger for a more challenging career in the information technology service industry . Desires to join a progressive and world class company to share knowledge and b est practices in the information technology service industry. A remarkably knowl edgeable Process Designer with proven ability to build and manage motivated and skilled technical support teams. Innovative Service Desk Manager is experienced in managing multi-site teams of leaders and technicians utilizing total contact ownership practices, foster team discipline and adherence to corporate policies and procedures. Has performed interviews and provided feedback for promoting pr ofessionals. Very personable with superior written and verbal communication skills, dynamic t eam builder has successfully designed, managed and implemented modern IT Help De sk and Service Desk. Created and maintained a training program for increased bus iness, customer service and technical knowledge. Skilled communicator experience d with dealing and proposing ideas and products to higher level IT and business executives showing cost justifications and ROI. Diligent problem solver has the talent to systematize and prioritize multiple concurrent tasks with a proven tra ck record to drive and maintains progressive business growth. Has established ab ility to analyze, troubleshoot and determine technical problems. Trustworthy and versatile achiever is detail-oriented, organized and has leaders hip capabilities which can help drive and motivate employees to accomplish their goals. Has an excellent aptitude to contribute creativity and hard work towards the success of the company and to the growth of the fast developing field. Hig hly dependable candidate has been recognized for long hours of hard work in comm itment to provide excellent service and results to customers. * Proven Problem Solver * ITIL Foundations * Process Improvement and Creation * Microsoft Certified Professional & Desktop Technician * Keen Analytical Abilities * Creative in Problem Solving & Conflict Resolution Professional Experience Cash America International June 2007 - Present Project Manager - Social Media * Led creative thinking and white paper for business case on social media projec t. * Pushed and directed the overall strategy for Web 2.0 upgrade. * Designed engagement strategy for corporate implementation strategy for main so cial media spaces. * Coordinate the time management and reporting for the multi-department and outs ide vendor approach to launch social spaces. Cash America International Mar 2004 - June 2007 Service Desk Manager * Fully Supervised Level I/II helpdesk and desktop call center support support of all aspects of the corporate desktop computing environment. * Handled Level I/II Incident Management and Incident Recovery as well t documentation development, retention, and control. * Established and managed team priorities and goals; closely monitored ress and customer service performance; solicited customer satisfaction ys and direct call feedback.

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* Provided customer service performance reviews through Agent call evaluation an d frequent performance reporting to internal management. * Worked closely with IT Management on day-to-day operations, process optimizati on, operational efficiency opportunities and continuous improvement strategies. * Served as an escalation point of contact for all incidents fielded by integrat ed corporate support services; established a training program for new hires. * Managed staff development plans and performance evaluations; developed and sta ndardized a set of policies and procedures to ensure commonality among technicia n knowledge levels. * Managed all aspects of the Information Technology Helpdesk at Cash America Hea dquarters (CHQ) in support of both CHQ and Cash America Call Centers and Regiona l Offices. * Facilitated the integration of support staff acquired through corporate merger s; directed and coordinated the daily activities of three support desks over two time zones. * Led and managed implementation of new technology, processes, and solutions; pa rticipated in project deliveries directly and through staff resource allocation. * Established systems for successful tracking and reporting on IT performance me trics, trends, and knowledge database. * Built and maintained relationships with key IT Operations, Technical and funct ional support personnel in order to effectively manage escalation of Helpdesk is sues and trouble-tickets. * Managed upgrade/returns and vendors for all IT equipment purchasing programs; maintained inventory of all desktop I.T. hardware and software for the Enterpris e. * Maintained fixed asset tracking for same inventory; conducted annual audit of all hardware to ensure accuracy of inventory and schedules. * Maintained SLA's in Helpdesk Inbound Client Call Center as well as client reco rds and work preformed via Remedy Ticketing System * Generated weekly reports on first call responses and advising and presenting s olution to increase first call response percentages. * Developed and updated plans for new product/service releases; resolved escalat ed customer, vendor issues and daily issues of a complex scope that impact the t eam and overall business objectives. * Assist the Help Desk director with the preparation and administration of depar tmental budget and business plans and metrics. * Developed a performance measurements framework; facilitated feedback system to team members regarding customer service, communication, and technical skills, t o enhance the quality of support. Texas Jet Incorporated Sept 2001 - Jan 2004 IT Service Desk Manager * Led the company in the overall use of technology as applied in the business an d administratively including staff management, hiring and departmental budget re quirements. * Hired and managed staff; designed and implemented Helpdesk policies, procedure s and service level agreements as well as Helpdesk performance metrics and requi rements. * Ensured SLA requirements and performance measurements are met by Helpdesk reso lutions; ran weekly reports on first call responses and advising. * Presented solutions to increase first call response percentages; planned and i mplemented workstation and airport applications installation and upgrades. * Negotiated with and recommended vendors for cabling, hardware and software pur chase; acted as airport liaison with Corporate I.T. when deploying major busines s applications and infrastructure. * Designed Helpdesk performance metrics and requirements; liaised with the Corpo rate WAN/LAN and IT department in enterprise wide hardware or software deploymen ts. * Led and participated in projects relating to deployment of major business appl ications and infrastructure; trained users on a variety of Microsoft packages, c

orporate portals, applications and PC usage. US NAVY May 1997 - April 2001 Nuclear Mechanical Technician * Naval Nuclear Propulsion Program reactor plant systems and components, fuel an d core design, control design mechanisms, pressure vessel, head, core basket, he ad area arrangements, reactor plant arrangements, piping, test equipment and rea ctor servicing/overhaul associated equipment. * Complete calculations pertaining to the physical properties and the tolerancin g and fit of highly complex components and assemblies in mechanical systems. * Tolerance and alignment studies to ensure that all equipment will function pro perly if manufacture and assembled to the worst case tolerance conditions. * Accurately interpret instructions from engineers and others and apply mechanic al design standards to designs striving for zero defects. * Provide leadership, mentoring and direction for other design drafting personne l through effective communication skills.

Education & Technical Skills University of North Texas in Denton, Bachelor of Arts in Applied Sciences MS Office Suite 2007 *MS Exchange *MS Access *MS Outlook 2007 *Adobe Acrobat Pro fessional * Community Work Force Management *REMEDY & HEAT Call Ticketing * E-Talk Call Moni toring Software Avaya CCE Call Management: Wallboard *Supervisor *Media Client *Desktop Various Remote Access and Communications Software PC Virus Detection Packages: McAfee *Norton *Trend Microsystems *SOPHOS * Malware Bytes *Various Repair and Diagnostic Utilities Desktop Support Utilities and Software *Crystal Reports Multiple Platform Helpdesk Environment: Oracle (6i, 9, 10g) *Java RE (5 and 6) *Hyperion *Lawson Clients Professional Trainings: HDI ITIL Foundations Course, 2010 *Skillpath Social Netw orking 101, 2010 Social Media Club of Dallas, Member Certifications HDI Management ITIL Foundations Cisco Certified Network Associate Microsoft Certified IT Professional - Server Administrator Microsoft Certified Desktop Technician Microsoft Certified Professional Dell Certified WPD technician

References Gladly Provided Upon Request