Brian Stoves
Melissa,TX
Summary
Solution-oriented Help Desk/Desktop Support Manager known for productivity and efficiency in task completion. Possess specialized skills in technical support, customer service management, and IT project leadership. Excel in using top soft skills including communication, problem-solving, and team collaboration to ensure optimal service delivery and client satisfaction.
Overview
38
38
years of professional experience
1
1
Certification
Work History
IT Help Desk Manager
Reddy Ice
Dallas, TEXAS
06.2021 - Current
- Worked closely with senior management to develop strategies for improving customer service levels.
- Organized training sessions periodically to update staff on new technologies and products related to their job functions.
- Monitored daily operations of the help desk team, including performance metrics and ticket resolution times.
- Resolved escalated customer issues promptly and efficiently.
- Review Service Level Agreements(SLAs) and contracts
- Ensured compliance with company policies regarding data security, privacy, and confidentiality.
IT Desktop/Helpdesk Manager
Overhead Door Co.
Lewisville, TEXAS
09.2018 - 06.2021
- Provided leadership during times of organizational change or crisis situations.
- Conducted performance reviews for team members.
- Coached, mentored and trained team members in order to improve their job performance.
- Developed and implemented strategies to increase customer satisfaction and loyalty.
- Managed vendor relationships by negotiating contracts and ensuring timely delivery of goods and services.
- Scheduled interviews for potential candidates and conducted reference checks prior to hire.
- Assessed team member's skillsets and assigned tasks accordingly for optimal efficiency.
Executive Desktop Support Lead
Santander Consumer USA
Dallas, TEXAS
08.2012 - 08.2018
- Performed system administration tasks such as server backups, patch management and software updates.
- Provided technical assistance to end-users in resolving hardware, software and network related issues.
- Troubleshoot network connectivity issues with routers, switches, firewalls and other networking equipment.
- Monitored system performance to ensure optimal functioning of all hardware and software components.
- Provided technical support to end users on various desktop applications, operating systems and hardware components.
- Collaborated with vendors to resolve any product-related issues.
Desktop Support Lead
Amdocs
Richardson, TEXAS
05.2008 - 07.2012
- Managed daily operations of the help desk team including assigning tasks, monitoring progress and evaluating results.
- Assessed current IT infrastructure needs to identify areas requiring improvement or upgrades.
- Performed system administration tasks such as server backups, patch management and software updates.
- Troubleshoot network connectivity issues with routers, switches, firewalls and other networking equipment.
- Maintained inventory of all IT assets such as computers, printers, phones.
- Assisted with troubleshooting complex technical issues related to desktop applications and hardware devices.
IT Senior Manager
Nortel Networks
Richardson, TEXAS
05.1996 - 04.2008
Information Technology Manager
United States Air Force, USAF
Fort Walton Beach, FL
02.1986 - 01.1993
- Maintained inventory records of all IT equipment such as computers, printers, scanners.
- Designed, created and maintained databases for various applications used by the organization.
- Provided technical support to users in troubleshooting computer hardware and software issues.
- Identified opportunities for automation that would improve operational efficiencies.
Education
Bachelor of Science - Information Technology
Saint Leo University/U.S. Air Force Base
Saint Leo, FL06-1993
Skills
- O365/Exchange Administration
- Incident/Problem/Asset and Change Management
- AirWatch Android/IPhone Administration
- Intune/Autopilot/SCCM/MDM
- SLA/Vendor management
- Active Directory/Azure Administration
- Cloud/Remote Support/Wi-Fi/VPN
- CRM/CRM/POS/PBX/Software
- Powershell/XLM
- Key Lock Systems
- ServiceNow, Remedy, Autotask
- MS Teams, Zoom, AV experience
- Windows 11, MAC, Office 2019, Google Apps
Certification
- ITIL foundation V3, Network +, CompTIA
Accomplishments
- Received "Above & Beyond" Awards Multiple Times/ Reddy Ice
- Employee of the Month - Overhead Door
Timeline
IT Help Desk Manager
Reddy Ice
06.2021 - Current
IT Desktop/Helpdesk Manager
Overhead Door Co.
09.2018 - 06.2021
Executive Desktop Support Lead
Santander Consumer USA
08.2012 - 08.2018
Desktop Support Lead
Amdocs
05.2008 - 07.2012
IT Senior Manager
Nortel Networks
05.1996 - 04.2008
Information Technology Manager
United States Air Force, USAF
02.1986 - 01.1993
Bachelor of Science - Information Technology
Saint Leo University/U.S. Air Force Base
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