Bryan Santamore
IT Director
Sanford,ME
Summary
I am a leader who can see the ebbs and flows in daily IT operations and can adjust quickly to increase/ decrease support resources as needed. I am known most for two things; working with customers/ clients ensuring needs are met and support levels agreed upon are delivered and listening to my team to make sure deficiencies are dealt with and excellence is rewarded. Using the experience gained while serving as a U.S. Marine I can quickly gauge the strengths and weaknesses of a team and immediately begin implementing processes and training to fully utilize those strengths and improve those weaknesses. Through data analysis, a keen eye on operational flow, and attention to the team I can lead a team to reach its max potential when supporting client needs. I want to use these skills that have been cultivated over the years to make the environment that I am working in a positive and constantly progressing place for team members to grow both personally and professionally. This philosophy makes it much easier to establish and maintain positive relationships across an organization for all involved to achieve the organization's overall goals. Authorized to work in the US for any employer
Overview
23
23
years of professional experience
Work History
Director of University Academic Technology at UNE
Ellucian
Portland, ME
2023.Apr - Current
- Planned and implemented staff development and in-service training programs to enhance knowledge and skills.
- Organized and allocated resources required to meet needs of [Number] students and [Number] instructors.
- Established and updated objectives and tools for overall program and each department to enhance operations.
- Skilled at working independently and collaboratively in a team environment.
- Self-motivated, with a strong sense of personal responsibility.
- Proven ability to learn quickly and adapt to new situations.
- Worked well in a team setting, providing support and guidance.
- Worked effectively in fast-paced environments.
Director of User Services at UNE
Ellucian
Portland, ME
08.2018 - 04.2023
- Established weekly team meetings, identifying significant issues for escalation, sharing important department news
- Facilitated monthly 1-1 meetings with help desk staff providing ongoing performance reviews and reviewing personal/professional growth opportunities within and outside the university; in four years' time this has resulted in one team member positioning themselves to return to college to complete their degree in Literature, two team members learning the skills needed to advance into higher positions outside the university, and two team members receiving internal promotions based on performance and acquired skills
- Collaborated frequently with non-IT related departments to identify, map out and streamline shared processes cutting down old paper-based processes from weeks for completion to hours
- Collaborated with the Accounts Payable department to redevelop their AP workflows to be paperless, new processed handled over 10,000 approvals in the first year
- Implemented automated and paperless asset management system that integrates with SharePoint
- Outlook and the ServiceNow ticket system to track over 2,000 devices across two Maine-based campuses and one campus in Morocco
- Created process to identify and escalate over 7,000 phishing emails to ensure proper visibility and quickest resolution time
- Reviewed and modified schedule to ensure proper coverage was maintained across two separate campuses while still maintaining a positive work/life balance for the team
- Analyzed customer satisfaction surveys for areas needing improvement and areas requiring team recognition
- Established section specific Operations Dashboards through the ServiceNow ticketing system for the entire IT department, providing a single pane of glass for management to see the status of individual sections as well as the overall department
- Developed and presented monthly, quarterly, and yearly reports and accomplishments to provide senior leadership with a picture of the state of the User Services section
- Supervised local and remote based team of 12 help desk team members across 2 Maine-based campuses
- Collaborated with members of all departments and colleges to identify IT department needs, discuss ongoing IT issues, and establish positive and fruitful relationships
- Developed Help Desk Operations Manual, outlining roles and responsibilities, work expectations, general SOPs, and provide a starting point for training all new help desk employees
- Oversaw the consolidation of over 200+ departmental troubleshooting guides into a single knowledge base to assist the team in resolving frequently occurring issues
HELP DESK SUPERVISOR
GreenPages Technology Solutions
Kittery, ME
02.2017 - 03.2018
- Established daily team huddles, discussing team status, significant issues, important news
- Analyzed peak volumes across all clients and standardized team schedules to assure best coverage during peak volume times
- Reviewed and modified on-call rotation schedule to maintain a positive work/life balance for the team
- Analyzed customer satisfaction surveys for areas needing improvement and areas requiring team recognition
- Developed and presented weekly, monthly, quarterly, and yearly reports to address current operations and review trending
- Supervised local and remote based team of 12 Help Desk Agents
- Scheduled and maintained monthly 1-1’s with each member of the Help Desk across all 3 shifts
- Collaborated with clients on reporting needs and developed reports that met the needs of the client
- Developed Help Desk Operations Manual, outlining roles and responsibilities, work expectations, and general SOPs
- Created knowledge base articles to assist the team in resolving frequently occurring issues with clients
TECHOPS MANAGER
GreenPages Technology Solutions
Kittery, ME
02.2016 - 02.2017
- Established and facilitated weekly meetings with local and offshore team to review open issues, team status and address questions/concerns
- Worked directly with Director of Hybrid Cloud Services and Service Delivery Manager to review and streamline Event, Incident and Problem Management processes to eliminate unnecessary and time- wasting steps
- Developed Critical Incident Response and Resolution plan
- Facilitated bridge calls for Critical Incidents to ensure all required resources were made available and issues were resolved in a timely manner
- Oversaw numerous software install projects across multiple clients and time zones to increase reporting capabilities and device security
- Developed operations manual and SOPs for Technical Operations team
- Developed and presented quarterly technical performance reports for client environments
- Developed and presented weekly event, incident, and problem management reports using Excel 2016 and ticket system exports
- Worked directly with Manager of offshore team to consolidate and simplify processes, making it easier for both teams to understand processes and reducing overall process defects
TECHOPS ENGINEER
GreenPages Technology Solutions
Kittery, ME
02.2015 - 02.2016
- Partner with offshore escalation management team to streamline event, incident, and problem management processes Partner with offshore help desk team to develop and streamline escalation and resolution documentation and processes Developed critical incident resolution process for operations team Coordinate critical incident resolution bridge calls to ensure all resources needed are made available Manage projects across multiple vendors and clients Develop operations manuals for Technical Operations team and Help Desk team Provide reporting and analysis to senior management that is pivotal in staffing and growth decisions using Excel 2016, Power Pivot, and Power BI Collaborate with clients to develop processes and knowledge base to best support client end users
PROBLEM MANAGER
BANK OF AMERICA/MERRILL LYNCH, Randstad
Boston, MA
08.2013 - 02.2015
- Work with incident management team and off shore team to develop processes to stand up new problem management team Using multiple ticketing systems developed reporting to pinpoint operational deficiencies and recommendations for improvements Manage the completion of problem records to prevent or minimize future incident impact in the production environment Facilitate weekly problem management meetings with senior management team and technical support teams to determine root cause and potential follow up actions Act as a liaison between the business side and technical side of the bank providing reports and metrics to drive the decision-making process of the business Working through the SDLC, provided requirements for an in-house ticketing system, after requirements were implemented performed beta testing and regression testing as needed before system was released into production Participate in change advisory board (CAB) to ensure any changes being proposed for the environment have had proper visibility and will not negatively affect the production environment Work with vendors to ensure service levels and operational commitments are maintained
TECHNICAL ASSISTANCE CENTER LEAD
MARINE CORPS ENTERPRISE INFORMATION TECHNOLOGY SERVICES
Kansas City, MO
11.2012 - 04.2013
INCIDENT MANAGER
MARINE CORPS ENTERPRISE INFORMATION TECHNOLOGY SERVICES
Kansas City, MO
09.2011 - 11.2012
SERVICE DESK TECHNICIAN
MARINE CORPS ENTERPRISE INFORMATION TECHNOLOGY SERVICES
08.2010 - 09.2011
- Manage and direct the Marine Corps Enterprise Information Technology Services (MCEITS) Technical
- Assistance Center (TAC), supervising the resolution, analysis and communication of all key operational problems within the MCEITS environment
- Assist in the development of SLAs and OLAs for enterprise managed and owner managed hosted applications Assist in the creation of the service catalog showcasing all services offered to application owners Act as a liaison within and outside the MCEITS organization providing communication to customers and the management team regarding situations impacting service levels or availability
- Subject matter expert for the implementation and sustainment of all metrics, reports, Standard
- Operating procedures, and Work Instructions used by the MCEITS TAC
- Ensure the MCEITS TAC is the escalation point for all requests and incidents pertaining to the MCEITS environment, directing and coordinating the resolution of all complicated support issues of reported requests, incidents and problems for the MCEITS organization and its customers
- Supervise, train, and coordinate a team of ten TAC analysts and Incident and Problem analysts in the day-to-day Unclassified and Classified enclave support including event monitoring for the MCEITS environment
- Provide guidance and recommendations to the Enterprise Remedy team to develop and populate the enterprise remedy tool used across the Marine Corps Enterprise Network (MCEN)
- Develop training, metrics, and reports for and enforce the Incident Management Process throughout all tiers of the MCEITS organization, presenting the metrics and reports to the management team on a regularly scheduled basis
- Present subordinates with guidelines, approaches and expectations for projects, coordinating with all parties involved making certain project proceeds smoothly
- Provided technical communication to customers regarding identified Incidents that impact service levels or availability
- Supervised the resolution of all Priority 1 issues for the MCEITS environment
- Trained personnel on proper execution of Incident Management process
- Developed Standard Operating Procedures and Work Instructions to be used in conjunction with
- Incident/Problem Management
- Led incident and event management implementation effort that resulted in Initial Operating Capability (IOC) for MCEITS datacenter
SYSTEMS CHIEF
UNITED STATES MARINE CORPS
04.2004 - 05.2010
COMPUTER SYSTEMS SPECIALIST
SMALL, United States Marine Corps
Kansas City, MO
11.2000 - 04.2004
- Managed a team of 10 Marines in the maintenance and administration of NetApp network storage devices, VMware ESX host servers and Windows 2000, 2003, 2008 servers Managed project to virtualize Windows domain of 20 servers, supporting over 600 users Developed and managed implementation of backup strategies for 4 different domains Mentored, managed and motivated team of IT Marines in managing, analyzing, developing, maintaining, upgrading, repairing, and troubleshooting systems
- Conducted quarterly, formal performance reviews with staff.
Education
ASSOCIATE - APPLIED, CAREER STUDIES
YORK COUNTY COMMUNITY COLLEGE
2016
Skills
- Operations Management
- Team development
- Offshore/remote team management
- Troubleshooting
- Reporting & Analysis
- Process Development
- INFORMATION TECHNOLOGY MANAGEMENT
Additional Information
- Links http://WWW.LINKEDIN.COM/IN/
Work Preference
Work Type
Full TimeWork Location
On-SiteRemoteHybridImportant To Me
Company CultureWork-life balanceTeam Building / Company RetreatsTimeline
Director of University Academic Technology at UNE
Ellucian
2023.Apr - Current
Director of User Services at UNE
Ellucian
08.2018 - 04.2023
HELP DESK SUPERVISOR
GreenPages Technology Solutions
02.2017 - 03.2018
TECHOPS MANAGER
GreenPages Technology Solutions
02.2016 - 02.2017
TECHOPS ENGINEER
GreenPages Technology Solutions
02.2015 - 02.2016
PROBLEM MANAGER
BANK OF AMERICA/MERRILL LYNCH, Randstad
08.2013 - 02.2015
TECHNICAL ASSISTANCE CENTER LEAD
MARINE CORPS ENTERPRISE INFORMATION TECHNOLOGY SERVICES
11.2012 - 04.2013
INCIDENT MANAGER
MARINE CORPS ENTERPRISE INFORMATION TECHNOLOGY SERVICES
09.2011 - 11.2012
SERVICE DESK TECHNICIAN
MARINE CORPS ENTERPRISE INFORMATION TECHNOLOGY SERVICES
08.2010 - 09.2011
SYSTEMS CHIEF
UNITED STATES MARINE CORPS
04.2004 - 05.2010
COMPUTER SYSTEMS SPECIALIST
SMALL, United States Marine Corps
11.2000 - 04.2004
ASSOCIATE - APPLIED, CAREER STUDIES
YORK COUNTY COMMUNITY COLLEGE
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