Information Technology Operations Team Lead

Full-Time

Jun 2024 - Present · 11 mos

Bettendorf, Iowa, United States · On-site

Hardware Depot Leader

Overview:
As an IT Operations Team Lead, I drive continuous process enhancements by developing standardized workflows and fostering cross-functional collaboration. I empower my team through a servant leadership approach, focusing on coaching and support to cultivate ownership and accountability. By leveraging data-driven insights and promoting a culture of open communication, I ensure efficient onboarding and asset management while aligning IT operations with broader organizational goals.

• Lead end-to-end IT onboarding and PC refresh cycles for 100–1500 new hires monthly, ensuring timely delivery and a seamless user experience.


• Supervise daily depot operations including laptop imaging, asset deployment, and issue resolution, consistently meeting SLA targets.


• Act as the primary escalation point for technical and operational challenges, delivering world-class customer support.


• Create and maintain detailed SOPs, knowledge base articles, and workflow documentation to support consistency and scale.


• Develop and refine IT processes for onboarding, refresh, and asset management—reducing errors and increasing efficiency.


• Audit and optimize internal workflows to align with changing business needs and compliance standards.


• Drive knowledge management practices by organizing shared documentation and improving content accessibility across platforms.


• Collaborate with HR, Talent Acquisition, and IT teams to ensure accurate, timely communication and coordination across departments.


• Use ServiceNow, SharePoint, and Excel (pivot tables, formulas) to track requests, generate reports, and support data-driven decisions.


• Provide leadership, mentoring, and task delegation to depot staff, promoting ownership and continuous improvement.


• Manage metrics, track trends, and escalate recurring issues while contributing strategic ideas to enhance IT service value.


• Support cross-departmental initiatives and user experience improvement projects that enhance onboarding efficiency and IT visibility.


• Empower my team through a servant leadership approach, focusing on coaching and support to cultivate ownership and accountability.


• Leverage data-driven insights and promote a culture of open communication to ensure efficient onboarding and asset management.


• Ensure alignment of IT operations with broader organizational goals, fostering cross-functional collaboration and process enhancements.

Information Technology Systems Administrator

Full-Time

Aug 2022 - Jun 2024 · 1 yr 11 mos

Remote

Overview:
As an Information Technology Systems Administrator, I managed and optimized daily server maintenance to ensure secure and efficient system operations. I led major infrastructure initiatives, including seamless version upgrades with zero downtime, while maintaining and troubleshooting virtual desktop environments. I authored key knowledge base articles to support internal team growth and collaborated closely with cross-functional teams on large-scale technical initiatives.

• Managed daily server maintenance and performance tuning to ensure secure, stable, and efficient system operations across enterprise infrastructure.


• Led major infrastructure initiatives, including seamless version upgrades on over 70 Dell hosts with zero production downtime.


• Supported the full VDI lifecycle—deploying, maintaining, troubleshooting, and decommissioning virtual desktop environments to meet evolving user needs.


• Authored 100+ knowledge base documents to support internal team growth, operational consistency, and long-term retention of critical system knowledge.


• Collaborated closely with Infrastructure, Network, and Application Engineering teams to support large-scale site transitions and complex technical initiatives.


• Partnered with the Application Support team to rapidly learn and document workflows for CaseWare, contributing key knowledge articles during peak business season.


• Provided Tier III level technical support, resolving issues related to servers, VDI, enterprise applications, and infrastructure tools.


• Conducted infrastructure audits, cost/resource analyses, and generated reports to support strategic IT planning and optimization efforts.


• Maintained clear, consistent communication across departments to ensure alignment and minimize downtime during transitions or incidents.


• Actively contributed to cross-functional meetings, offering insights to improve system efficiency and user experience across the environment.

Senior Information Technology Advanced Customer Support

Full-Time

Aug 2021 - Aug 2022 · 1 yr 1 mo

Des Moines, Iowa · Hybrid

Overview:
Promoted to a senior support role following strong performance as an IT Coordinator. I provided advanced Tier 2 technical support in a hybrid work environment, supporting over 300 end users. I acted as the go-to support contact for executives and VIP staff, ensuring fast resolution times and high customer satisfaction. I led internal Subject Matter Expert (SME) groups to focus on process improvement, knowledge sharing, and standardization, while also taking the lead on time-sensitive IT projects.

• Provided advanced Tier 2 technical support in a hybrid work environment, supporting over 300 end users across multiple departments.


• Acted as the go-to support contact for executives and VIP staff, known for fast resolution times and high customer satisfaction.


• Led and participated in internal SME (Subject Matter Expert) groups focused on process improvement, knowledge sharing, and standardization.


• Regularly tested and evaluated new tools, configurations, and solutions to address recurring issues, often consulted before wider implementation.


• Took initiative in managing and delivering time-sensitive IT projects with minimal oversight, often juggling multiple deadlines.


• Partnered with cross-functional teams to resolve escalated issues and ensure seamless end-user experiences.


• Created and maintained ServiceNow dashboards and custom reports used by leadership to identify trends and inform decisions.


• Provided mentorship and guidance to junior technicians, helping raise the overall skill level of the team.


• Maintained detailed documentation and improved internal knowledge base articles to support onboarding and troubleshooting.


• Recognized by peers and leadership as a reliable, collaborative resource with strong problem-solving skills.

Information Technology Coordinator

Full-Time

Mar 2019 - Aug 2021 · 2 yrs 6 mos

Des Moines, Iowa Area · On-site

Overview:
As the primary onsite Tier 2 support for nearly 300 users, I was responsible for managing hardware, software, and infrastructure to ensure smooth and continuous operations. I provided hands-on troubleshooting and technical support for various devices and network equipment. Additionally, I played a key role in maintaining and upgrading IT systems while collaborating with remote teams on enterprise-wide initiatives.

• Served as the primary onsite Tier 2 support for a large office of nearly 300 users, ensuring continuous IT operations in a fast-paced environment.


• Provided hands-on troubleshooting and technical support for desktops, laptops, servers, printers, mobile devices, and network equipment.


• Maintained and upgraded IT hardware and software across the environment, including OS imaging, application deployment, and security patches.


• Administered Active Directory, including creating and managing users, computers, groups, and organizational unit (OU) structures; resetting passwords; and enforcing policies.


• Monitored and maintained file servers, ensuring uptime, availability, and efficient storage practices.


• Managed the entire asset lifecycle, from procurement through decommission, ensuring accurate records and minimizing waste.


• Supported onboarding and offboarding activities, including new hire setups, access provisioning, and equipment collection.


• Collaborated with remote IT teams on enterprise-wide initiatives, providing local execution and feedback.


• Consistently documented support activities, issues, and resolutions to contribute to a growing internal knowledge base.


• Earned a reputation for strong technical knowledge, follow-through, and a user-first attitude.

Service Desk Analyst

Contract

Jun 2018 - Mar 2019 · 10 mos

Davenport, Iowa Area · On-site

Overview:
As a Service Desk Analyst, I provided first-line IT support in a client-facing help desk environment, supporting both active and retired partners. I focused on delivering prompt and effective technical assistance while maintaining excellent customer service standards and proper documentation for all support interactions.

• Delivered frontline technical support for software, hardware, and connectivity issues across a diverse user base.


• Escalated unresolved issues to Tier 2 and Tier 3 support teams, ensuring proper documentation and handoff.


• Acted as one of three core team members on a small, high-impact service desk, trusted to handle sensitive and urgent client needs.


• Logged, tracked, and updated all support interactions using the internal ticketing system, maintaining compliance with SLA standards.


• Conducted remote desktop sessions to diagnose and resolve issues related to software, printers, email, and network access.


• Provided support for account lockouts, password resets, MFA issues, and application access to ensure secure and reliable login experiences.


• Followed defined protocols for handling security-related incidents, escalating according to severity and company policy.


• Assisted clients with basic troubleshooting steps and guided them through common solutions using non-technical language.


• Contributed to ongoing process improvement by identifying frequent issues and suggesting changes to workflows and knowledge base content.


• Participated in internal training programs to enhance technical knowledge and improve communication and service delivery skills.