Summary
Overview
Work History
Skills
Accomplishments
Professional Highlights
Affiliations
References
Timeline
BusinessDevelopmentManager

Benito Magana

Marietta,GA

Summary

Dynamic IT leader with a proven track record at Freeman Company, specializing in cloud migration and strategic IT management. Expertise in Azure Active Directory and performance management drives process innovation and enhances team collaboration, resulting in significant improvements in customer satisfaction and operational efficiency. Committed to mentoring and developing high-performing teams to achieve organizational goals.

Overview

12
12
years of professional experience

Work History

SE Regional Field IT Support Manager

Freeman Company
Atlanta, GA
02.2022 - Current
  • Cloud Migration Leadership: Spearheaded the migration of SE branches' Cisco Catalyst networks to Cloud SaaS SD-WAN (Meraki), modernizing infrastructure.
  • Strategic IT Management: Administered Azure Active Directory, MS Endpoint Manager, Intune, AutoPilot, and Office 365, ensuring seamless IT operations. Managed VMs, patches, and updates.
  • Process Innovation: Designed and implemented a streamlined IT onboarding and offboarding process, enhancing the employee experience.
  • Team Leadership: Managed OKRs, compensation, merit increases, and scheduling for SE Field IT personnel.
  • Identified opportunities for process improvements within the department, implementing MFA, and MDMs.
  • Resolved escalated customer complaints promptly.
  • Developed strategies for handling difficult situations encountered during interactions with customers.
  • Recruited, hired, trained, coached, evaluated, motivated, and disciplined personnel as needed.
  • Facilitated communication between internal departments to ensure efficient problem resolution.
  • Led weekly team meetings to communicate business updates and review team performance.
  • Created reports detailing customer service trends and team performance data.
  • Created weekly schedules for team members and enforced timely shift start and end times.
  • Fostered a positive and inclusive team culture for support staff.
  • Provided leadership, insight, and mentoring to newly hired employees to supply knowledge of various company programs.

Sr. Manager, Help Desk - US

Exasol Inc.
Atlanta, GA
10.2020 - 03.2022
  • Performance Excellence: Improved Help Desk response and resolution times, consistently exceeding SLAs, and enhancing customer satisfaction.
  • Asset Management Success: Implemented a new asset management system, reducing asset loss by 45%.
  • Technical Expertise: Troubleshot and resolved complex desktop and network issues across macOS, iOS, and Windows platforms.
  • Data-Driven Leadership: Developed metric-based reports to assess team performance, and drive continuous improvement.
  • Analyzed data from market research surveys to identify trends and develop actionable insights for organizational growth.
  • Monitored competitor activities to anticipate changes in the industry landscape and design appropriate response measures.
  • Implemented new technologies such as ERP systems or CRM tools to streamline business processes.
  • Leadership role in planning annual budgets for each department based on forecasted sales volumes.
  • Managed a team of 10+ employees by providing guidance, setting goals and objectives, delegating tasks, and monitoring performance.
  • Participated in recruitment initiatives by interviewing potential candidates and selecting suitable hires.
  • Ensured compliance with applicable laws, regulations, policies, and procedures across all business units.
  • Created detailed reports on project progress for senior management review.
  • Negotiated high-value contracts with suppliers and clients to improve cost-effectiveness.
  • Coordinated with the IT department to implement new technologies and system enhancements using VMware.
  • Reported to executive leadership on performance metrics, challenges, and strategic opportunities.
  • Headquartered in Germany. The parent company moved all U.S.-based business operations back to EMEA (Oct.). 2021).

Sr. Help Desk Manager

Nolan Transportation Group
Atlanta, GA
05.2017 - 02.2020
  • Worked closely with senior management to develop strategies for improving customer service levels.
  • Ensured compliance with company policies regarding data security, privacy, and confidentiality.
  • Monitored daily operations of the help desk team, including performance metrics and ticket resolution times.
  • Performed regular maintenance checks on hardware components used by the help desk team.
  • Developed reports to track customer satisfaction with help desk services.
  • Created documentation for end users on how to use the help desk software.
  • Collaborated with IT teams to ensure the smooth operation of computer systems.
  • Conducted performance reviews of all personnel working at the help desk.
  • Maintained up-to-date knowledge of the organization's hardware, software, and other technology solutions.
  • Identified trends in customer complaints or requests to improve service quality.
  • Assigned tasks and monitored the progress of help desk staff.
  • Monitored the help desk to deflect and resolve escalated issues from professionals quickly.
  • Improved overall company performance through increased IT uptime and effective cost reductions.
  • Team Development: Mentored Help Desk technicians and trained IT interns, fostering a culture of growth and excellence.
  • Inventory Optimization: Managed inventory across 14 locations, ensuring equipment availability for new hires, and hot swaps.
  • Developed online documentation for common processes for both support staff and end-users.

Desktop Support III

Nasco
Atlanta, GA
10.2013 - 03.2017
  • Provided expert technical support and troubleshooting for desktop systems and network issues, ensuring minimal downtime.
  • Recognized by management for providing exceptional customer service.
  • Collaborated closely with team members to achieve project objectives and meet deadlines.
  • Maintained updated knowledge through continuing education and advanced training.
  • Worked effectively in team environments to make the workplace more productive.
  • Worked with cross-functional teams to achieve goals.
  • Provided support and guidance to colleagues to maintain a collaborative work environment.

Skills

  • IT team leadership
  • Performance management
  • Mentorship
  • Azure Active Directory
  • MS Endpoint Manager
  • Meraki
  • Jira
  • Oomnitza
  • OKTA
  • ServiceNow
  • Office 365 Administration
  • InTune
  • SLA implementation
  • KPI enhancement
  • Ticket resolution time reduction
  • IT project coordination
  • Strategic planning
  • Metric-based performance reporting
  • IT asset tracking
  • Inventory management
  • Loss prevention
  • Process documentation
  • Knowledge articles
  • Onboarding optimization
  • Offboarding optimization
  • Stakeholder engagement
  • Vendor negotiations
  • Cross-departmental collaboration
  • Corrective actions
  • Conflict resolution
  • Asset management
  • Team leadership

Accomplishments

  • Freeman 2023 Blue Star of Excellence award (received this on my 2nd year of employment)
  • Customer Satisfaction: Reduced ticket resolution times from 72 hours to 8 hours, achieving industry-leading customer satisfaction scores.
  • Infrastructure Modernization: Led the migration to Cloud SaaS SD-WAN (Meraki), enhancing network reliability and scalability.
  • Cost Optimization: Saved 35% on IT expenses through strategic vendor negotiations and asset management improvements.
  • Team Leadership: Built and mentored high-performing IT teams, driving operational excellence and employee growth.

Professional Highlights

  • Innovator: Designed and implemented processes that transformed IT operations and improved service delivery.
  • Problem Solver: Known for resolving complex technical issues with speed and precision.
  • Strategic Leader: Aligns IT strategies with business goals to drive organizational success.

Affiliations

  • Volunteer with my local YMCA to coach their youth sports program.
  • Kell HS Wrestling President
  • Kell K-2 Youth Football Coach

References

References available upon request.

Timeline

SE Regional Field IT Support Manager

Freeman Company
02.2022 - Current

Sr. Manager, Help Desk - US

Exasol Inc.
10.2020 - 03.2022

Sr. Help Desk Manager

Nolan Transportation Group
05.2017 - 02.2020

Desktop Support III

Nasco
10.2013 - 03.2017

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Benito Magana