Ashley Maxime
Ocoee,FL
Summary
A results-driven and strategic IT leader with a proven track record in managing and orchestrating IT strategies to provide superior technical customer support and achieve key business objectives. Experienced at assembling, mentoring, and leading teams to efficiently address and resolve complex network issues. Expert in refining support desk software and ticket tracking systems, optimizing service support processes, and implementing technology solutions to boost productivity and ensure seamless operations. Proficient in overseeing customer-related escalations in line with service management protocols and SLAs. Recognized for maintaining network integrity through meticulous system configuration, maintenance, and upgrades.
Overview
11
11
years of professional experience
Work History
IT Service Delivery & User Support Manager
Ice Consulting
11.2023 - Current
- Lead global Asia help desk and U.S
- Onsite engineer teams, ensuring excellence in issue resolution and customer service
- Monitor help desk performance metrics and implement strategies to improve response times and service quality
- Improve metrics for Asia help desk for development and deployment of IT solutions, enhancing overall service delivery
- Introduce Zoom phone monitoring and screen recording, significantly enhancing customer satisfaction
- Manage help desk staff, overseeing day-to-day operations, including troubleshooting, customer support, and ticket management
- Direct cross-functional teams in the development and deployment of IT solutions, enhancing overall service delivery
- Supervise large-scale service delivery operations, driving strategic initiatives for process optimization and service excellence
- Deliver white-glove support to executive leadership, providing personalized assistance with exceptional care, urgency, and attention to detail, fostering trust and confidence among key stakeholders
- Leverage advanced AI tools for IT Service Management (ITSM), enhancing ticket resolution efficiency by automating routine tasks, providing instant support solutions, and ensuring a seamless user experience through intelligent, data-driven insights and recommendations
- Develop and implement ITIL-based processes and policies, enhancing service quality and efficiency
- Oversee the seamless execution of IT services to meet client expectations and business objectives
- Initiate a comprehensive quality assurance program to oversee help desk calls and web chats, ensuring high customer service standards
- Monitor service delivery performance, implementing strategies for continual service improvement
- Act as the primary point of contact for major clients, ensuring effective resolution of service issues and clear communication
- Maintain strong client relationships, understanding and addressing their unique needs to ensure high satisfaction levels
- Collaborate with senior management to align service delivery with organizational growth strategies
- Implement best practices in IT service management, leading to significant improvements in service delivery metrics and customer satisfaction
- Utilize Sentinel One AI for proactive incident monitoring and management, significantly improving threat detection and response times by leveraging advanced SIEM capabilities to ensure robust security and operational continuity
- Proficient in building detailed capacity analysis models to accurately forecast team utilization, ensuring optimal resource allocation and readiness to meet project demands
- Skilled in interpreting complex utilization data, providing actionable insights for strategic planning, and driving operational efficiency improvements
- Develop training programs for help desk staff to improve technical knowledge and customer service skills
- Coordinate with IT teams to resolve complex issues and implement new technology solutions.
- Increased team productivity by implementing streamlined processes and effective communication strategies.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Reduced operational costs through comprehensive process improvement initiatives and resource management.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Facilitated successful cross-functional collaborations for the completion of key projects, fostering strong working relationships among team members.
- Launched new products and services with thorough market research, leading to increased revenue growth.
- Optimized resource allocation by conducting regular performance evaluations and providing personalized coaching for staff development.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Implemented innovative marketing campaigns that boosted brand awareness and generated significant sales leads.
- Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
- Established robust risk mitigation strategies to safeguard against potential operational challenges or disruptions.
- Led change management initiatives to drive organizational transformation without compromising employee morale or productivity levels.
- Cultivated partnerships with external stakeholders to maximize business opportunities and extend network reach within the industry sector.
- Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.
- Drove operational efficiency through data-driven decision-making processes, leveraging analytics tools for informed strategy development.
- Conducted competitive analysis to identify market trends and capitalize on emerging opportunities for growth.
- Championed diversity and inclusion efforts within the workplace, resulting in an inclusive environment that fostered creativity and innovation among employees from various backgrounds.
- Ensured compliance with industry regulations and legal requirements by implementing comprehensive policies and training programs for staff members.
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
- Streamlined workflows by identifying bottlenecks in existing systems and proactively addressing these challenges through appropriate solutions implementation.
- Maintained professional, organized, and safe environment for employees and patrons.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
- Maximized performance by monitoring daily activities and mentoring team members.
- Onboarded new employees with training and new hire documentation.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
- Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
- Managed senior-level personnel working in marketing and sales capacities.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Launched quality assurance practices for each phase of development
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Reduced waste and pursued revenue development strategies to keep thedepartment aligned with sales and profit targets.
- Developed detailed plans based on broad guidance and direction.
- Controlled costs to keep business operating within budget and increase profits.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained aprofessional demeanor by staying calm when addressing unhappy or angry customers.
- Planned and budgeted accurately to provide business with resources needed to operate smoothly.
- Improved marketing to attract new customers and promote business.
- Developed and maintained relationships with customers and suppliers through account development.
- Improved safety procedures to create safe working conditions for workers.
- Developed and implemented business strategies to achieve business goals and stay competitive.
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Defined clear targets and objectives and communicated to other team members.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Recruited, interviewed and hired employees and implemented amentoring program to promote positive feedback and engagement.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
Desktop Support Manager-Level 2
Computacenter
11.2021 - 11.2023
- Oversaw a large Level 2 Desk-side support team for Synchrony Financial, assuring effective provision of technical services to users
- Lead the L2 US Desk-side support team in achieving all operational metrics and client satisfaction standards
- Built an L2 desk-side support team by hiring, training staff members, conducting 1:1 meeting to maintain productivity, increase customer satisfaction, and keep SLA of 95%
- Created and maintained L2 Deskside training program for increased business, customer service, and technical knowledge
- Analyzed complex business-related issues as they apply to system infrastructure, providing on-demand solutions
- Maintained compliance with applicable queue health and service level agreements to standardize and manage end-user expectations
- Monitored service now queue, ensuring timely resolution by coordinating with assigned level 2 technicians
- Managed urgent and complicated support issues and met with direct reports to monitor performance and development
- Provided viable suggestions for staff discipline and discharge, maintaining accurate personnel documentation
- Managed asset management at Synchrony, ensuring media destruction, e-waste disposal, and accurate asset marking in ServiceNow
- Oversaw the status of all assets and handled the return of end-of-lease equipment to vendors
- Tracked employee work hours using ADP and SAP ERP
- Elevated customer satisfaction by pinpointing and escalating IT issues for prompt resolution
- Oversaw hardware lifecycle process, ensuring efficient acquisition, maintenance, and de-commissioning of equipment
- Interacted with engineers and senior managers to ensure workflow efficacy
- Devised and executed continual process improvement plans to align service delivery with business needs
- Participated and lead as needed in client meetings & conference calls, compiling meeting notes & action items
- Oversaw Incident, Problem, Change, and Knowledge management processes
- Ensured all client SLAs and KPIs are met and deliver support services to meet SLA commitments to customers
- Coordinated service priorities to ensure all support triage work is performed within SLAs
- Performed trend analysis of both client issues and engineer performance
- Served as a liaison of Remote Support to other internal teams
- Participated in the manager-level on-call rotation for customer support escalations.
- Enhanced end-users experience by providing timely and effective desktop support services.
- Implemented new software solutions for improved system performance and increased productivity.
- Managed a team of desktop support technicians, fostering a collaborative work environment.
- Reduced resolution times with efficient troubleshooting techniques and clear communication.
IT Team Lead
Universal Engineering Sciences
08.2018 - 11.2021
- Mentored client service engineers and managed Level III technicians and third-party tier 1 support, optimizing work efficiency and goal attainment
- Spearheaded on-site and remote technical support for diverse hardware and software elements, driving optimization and ensuring consistent performance
- Oversaw the creation and maintenance of the service desk knowledge documentation, facilitating efficient troubleshooting and problem resolution
- Managed licensing processes for all Universal Engineering Sciences applications, expanding operational capabilities
- Championed data migration from old operating systems to Windows 10, ensuring seamless transitions for end-users
- Directed end-user PC desktop hardware, software, VPN, and peripheral configuration, enhancing network consistency
- Installed and integrated Geotechnical and Engineering software for end-users on laptops and desktops, in addition to supporting mobile devices for users (Apple and Android)
- Implemented comprehensive cybersecurity training companywide following ransomware attacks, enhancing system security and employee awareness
- Diagnosed and maintained LAN/WAN network equipment and end-user hardware/software, ensuring efficient system performance and customer expectations fulfillment
- Utilized BMC and ServiceNow ticketing systems for effective interaction with end-users and swift response to IT requests/incidents
- Implemented technology techniques and resolved break-fix incidents in close coordination with teams and vendors
- Recognized for exceptional team management and for closing the highest number of tickets to date, reflecting strong problem-solving and coordination skills.
- Reduced system downtime through proactive monitoring, identifying potential issues, and timely resolution of incidents.
- Enhanced team productivity by implementing agile methodologies and streamlining project workflows.
- Optimized software performance with thorough code reviews and debugging techniques.
- Increased customer satisfaction by delivering high-quality solutions on time and within budget.
Network Support Engineer I
AOKNETWORKING
03.2018 - 08.2018
- Carried out functions related to configuring and upgrading desktop scanners, printers, and point of sale systems while identifying and resolving desktop and server issues
- Performed setting up, testing, and troubleshooting of complex problems with various software applications, such as MS Office Suite encompassing email, browsers, databases, Windows OS, and Mac OS
- Leveraged Citrix to facilitate and deploy Virtual Desktop that enabled users to easily access desktop/applications
- Practiced Service Desk systems to uphold accurate records of IT requests and responses to technical support issues.
- Improved network performance by troubleshooting and resolving hardware, software, and connectivity issues.
- Reduced downtime for clients by providing efficient technical support and timely issue resolution.
- Enhanced network security with the implementation of firewall policies and regular vulnerability assessments.
- Optimized network infrastructure through meticulous documentation of configurations, procedures, and changes.
- Collaborated with cross-functional teams to design and implement comprehensive network solutions for clients.
- Streamlined incident management processes, resulting in faster response times and improved client satisfaction.
- Conducted regular preventative maintenance on networks to ensure continued stability and performance.
- Managed network upgrades, migrations, and expansions while minimizing disruptions to daily operations.
- Developed custom scripts for automating routine tasks, increasing efficiency within the team.
- Provided training for junior engineers in network support best practices, contributing to overall team growth and skill development.
- Analyzed root causes of recurring issues to develop long-term solutions that increased reliability across multiple networks.
- Assisted in the design of scalable wireless networks that accommodated future growth while maintaining high levels of security.
- Implemented monitoring tools for proactive identification of potential issues before they become critical problems.
- Implemented monitoring tools for the proactive identification of potential issues before they become critical problems.
- Maintained strong relationships with key vendors to obtain necessary equipment and services at competitive prices.
- Served as a liaison between various departments during technology rollouts, ensuring smooth implementations without disruption to productivity or service quality.
- Designed robust backup solutions to protect critical data from loss due to hardware failures or other unexpected events.
- Performed regular audits on network devices for policy compliance, identifying areas requiring improvement or remediation efforts.
- Worked closely with information security teams in addressing identified vulnerabilities within the organization's IT infrastructure.
- Contributed to disaster recovery planning efforts by designing resilient systems capable of maintaining operations during unexpected outages.
- Supported the growth of the organization by ensuring all network systems were scalable and capable of handling increased demands.
- Diagnosed network problems involving a combination of hardware, software, power, and communications issues.
- Supported users in thesetup and configuration of wireless bridge networks.
- Utilized source code control for tracking configurations and changes.
- Provided faculty and staff with security software and network configuration support.
- Documented support procedures, processes, and solutions in centralized systems, enabling user self-service.
- Designed and evaluated WAN and LAN connectivity technologies.
- Diagnosed and executed resolution for network and server issues.
- Investigated and corrected problems with printers, copiers and other peripheral devices.
- Performed network security design and integration duties.
- Set up hardware and software in optimal configurations to meet network performance requirements.
- Monitored network hardware operations to evaluate proper configuration.
- Improved overall user experience through support, training, troubleshooting, improvements and communication of system changes.
- Designed and implemented cloud network infrastructures along with intra- and inter-data center connections.
- Oversaw patch testing and deployment, script network software pushes and uninstalls.
- Drafted post-mortem documentation analyzing instances of network system failures and detailing required repair and restoration efforts.
- Oversaw junior-level engineers, directing work orders while monitoring performance metrics and consumer feedback.
Desktop Support Engineer
Hays IT Services
10.2017 - 03.2018
- Pioneered in the configuration and upgrade of desktop scanners, printers, and point-of-sale systems, enhancing organizational productivity and efficiency
- Expertly set up, tested, and troubleshooted complex problems with diverse software applications such as MS Office Suite, email browsers, databases, Windows OS, and Mac OS
- Leveraged Citrix to deploy Virtual Desktops, enabling users to effortlessly access desktop/applications, improving user experience and productivity
- Utilized Service Desk systems to maintain meticulous records of IT requests and responses to technical support issues, driving improved customer service and satisfaction.
Technical Support Specialist
Patient Matters
06.2017 - 10.2017
- Offered impeccable technical assistance of HL7 interface to assure optimal functioning of clinical applications
- Adopted Sales Force to business needs with set functional and non-functional client requirements
- Built sound relationships with FTP and SFTP server clients by rendering IT services and resolving complex issues
- Facilitated proper operation of RQI application software for clients while driving enhanced system effectiveness
- Aided in efficiently executing day-to-day technical activities while identifying and assessing application problems.
- Improved customer satisfaction by efficiently resolving technical issues and providing timely support.
- Enhanced team productivity by streamlining troubleshooting processes for faster issue resolution.
- Reduced response time with effective communication skills, ensuring customers received prompt assistance.
- Developed comprehensive knowledge of company's products and services to provide accurate solutions to client inquiries.
Engineer Tech I
Sprint
02.2017 - 06.2017
- Assured efficient delivery of voice, video, and data services by assessing and fixing network and performance issues
- Defined, prioritized, and effectively completed technical projects for the network operations group
- Utilized trouble management software tools to meticulously deal with subscriber network troubles
- Carried out diagnostics on subscriber network trouble tickets and updated the status across the trouble ticket process
- Coached and trained Technicians as necessary to maintain enhanced work productivity and system optimization.
- Optimized engineering processes by implementing innovative solutions and streamlining workflow.
- Reduced project completion time with efficient resource allocation and effective communication strategies.
- Collaborated on interdisciplinary teams to develop creative, cost-effective solutions for complex projects.
Service Desk Analyst
Advent Health-Information Technology
11.2013 - 01.2017
- Delivered level 1/2 Technical support for 2.5K staff at 15 care facilities while keeping system performance
- Provided user access in LDAP and Active Directory and tracked and resolved server issues via Solar Winds
- Set up workstations and peripherals, drove kernel parameter and disk partition modification, implemented software/hardware upgrades, and conducted troubleshooting, and shell script programming with Red Hat Linux.
- Improved service desk efficiency by streamlining processes and implementing best practices.
- Reduced ticket resolution times with thorough troubleshooting and effective communication skills.
- Enhanced customer satisfaction by providing timely, accurate, and empathetic support.
- Collaborated with IT teams to resolve complex issues, ensuring minimal downtime for end-users
Education
Associate of Science Degree in Information Technology – Computer Network Systems - Information Technology
ITT Technical Institute
Madison, MS06.2011
Skills
- Risk Mitigation Solutions
- Client Relationship Management
- Service Level Agreements
- Change Management
- Project Management
- Continual Service Improvement
- Knowledge Base Management
- Process Improvement
- Incident Management
- ITIL METHODOLOGIES
- Resource Allocation
- Talent Development
- Budget Oversight
- Strategic Planning
- Partnership Development
Webbrowsers
- ICloud
- Firefox
- Chrome
- Safari
- Opera
- Internet Explorer
Operatingsystems
- Microsoft Windows 8.1
- 10
- 11
- Windows Server 2003 & 2008
- Linux
- OSX
Toolstechnologies
- CA – Service Desk
- ServiceNow
- Noble
- ConnectWise
- Cisco Finesse
- FileZilla
- RQI
- Salesforce
- Microsoft Office Suite
- Microsoft Multi-Factor Authentication
- Azure Cloud Administration
- Microsoft Exchanges
- SSO
- SSH
- LDAP
- AS400
- VPN
- Office365
- OneDrive
- FTP
- McAfee
- Global Protect
- Zscaler
- Okta
- YubiKey
- Crowdstrike
- KnowBe4
- OpenAI
- Remote Desktop Support
- TeamViewer
- Bomgar
- LogMeIn
- Webex
- Sentinel One AI
- Zoom
- Zoom Phone Systems
- Avya Phone Systems VDI
- VMware
- Solar Winds
- ADP
- SAP
Networkenvironments
TCP/IP & LAN/WAN Protocols
Personal Information
Title: Sr. Manager, IT Ops & Service Management
Timeline
IT Service Delivery & User Support Manager
Ice Consulting
11.2023 - Current
Desktop Support Manager-Level 2
Computacenter
11.2021 - 11.2023
IT Team Lead
Universal Engineering Sciences
08.2018 - 11.2021
Network Support Engineer I
AOKNETWORKING
03.2018 - 08.2018
Desktop Support Engineer
Hays IT Services
10.2017 - 03.2018
Technical Support Specialist
Patient Matters
06.2017 - 10.2017
Engineer Tech I
Sprint
02.2017 - 06.2017
Service Desk Analyst
Advent Health-Information Technology
11.2013 - 01.2017
Associate of Science Degree in Information Technology – Computer Network Systems - Information Technology
ITT Technical Institute
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