CV / English / IT Support Manager

Personal Information

• Name: Emily Carter
• Address: 458 Technology loop, Silicon Valley, CA, 94025
• Email: [email protected]
• Phone: (123) 456-7890

Brief

A dynamic and driven IT Support Manager with over 10 years of experience in leading IT operations, managing support services, and ensuring the highest level of user satisfaction. Skilled in directing cross-functional teams to provide innovative IT solutions and services. Adept at developing and implementing policies, managing staff, and optimizing processes to achieve business objectives. Proven track record in enhancing system functionality, reducing downtimes, and cutting IT-related expenses.

Core Competencies

• Leadership and Team Management
• IT Strategy and Implementation
• Technical Support and Troubleshooting
• Network and System Security
• Vendor Management
• Budget Planning and Management
• Business Process Improvement
• Customer Service Excellence

Technologies & Certifications

• Operating Systems: Windows, Linux, MacOS
• Software: Microsoft Office Suite, Google Workspace, JIRA, Slack
• Tech Tools: VMware, Azure, AWS
• Networking: TCP/IP, VPN, Firewall, DNS, DHCP
• Certifications: CompTIA A+, Network+, Security+, ITIL Foundation

Professional Experience

Senior IT Support Manager Tech Innovations Solutions, Silicon Valley, CA Jan 2018 – Present

• Led a team of 25 IT professionals in providing round-the-clock technical support.
• Improved the ticket resolution time by 40% through the implementation of a new ITIL-based process framework.
• Negotiated and managed vendor contracts resulting in a 20% reduction in yearly IT expenditures.

IT Support Team Leader Digital Dynamics, Inc., San Francisco, CA Aug 2013 – Dec 2017

• Supervised an IT support team of 15, focusing on high-quality customer service.
• Played a key role in the migration of company data to a new cloud storage solution, enhancing data security and accessibility.
• Initiated and led a successful project to standardize the company’s hardware and software, reducing operating costs by 15%.

IT Support Technician NextGen Technologies, Los Angeles, CA Jul 2008 – Jul 2013

• Provided first and second-level support to over 500 end-users, resolving issues related to software, hardware, and networking.
• Contributed to the development and implementation of IT policies and procedures.
• Assisted in managing the company’s IT assets, ensuring compliance with licensing agreements.

Education & Training

Bachelor of Science in Information Technology University of California, Los Angeles (UCLA) 2004 – 2008

Certifications: - CompTIA A+ (2010) - CompTIA Network+ (2012) - CompTIA Security+ (2014) - ITIL Foundation (2016)

Referees

Jessica Stone Director of IT Services Tech Innovations Solutions Email: [email protected] Phone: (234) 567-8901

Mark Benson IT Infrastructure Manager Digital Dynamics, Inc. Email: [email protected] Phone: (345) 678-9012