David McCloud
Information Technology Manager/Team lead
Palmyra,PA
Summary
Information Technology Specialist experienced in managing data for employers and clients and distributing information across organization. Analyzes data, supports security, organizes and classifies, maintains records and contributes to team efforts. Expertise in information technology, technical understanding, documentation, reporting, customer service and process improvement.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Help Desk Engineer
STI-TEC
03.2023 - Current
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Upgraded operating systems and computer software to perform compatibility with programs.
- Implemented technical solutions to solve customer issues and increase satisfaction.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Managed Microsoft Outlook Mail for the Army G-4.
Team Lead Helpdesk Engineer
Movate, Inc
09.2021 - 05.2023
- Performed statistical analyses to gather data for operational and forecast team needs.
- Delivered feedback to decision-makers regarding employee performance and training needs.
- Kept detailed records of daily progress to identify and correct areas needing improvement.
- Maximized performance by monitoring daily activities and mentoring team members.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Recruited and hired top performers to add talent and value to department.
- Onboarded new employees with training and new hire documentation.
- Cross-trained existing employees to maximize team agility and performance.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Patched software and installed new versions to eliminate security problems and protect data.
- Configured hardware, devices and software to set up work stations for employees.
Information Technology Specialist
United States Army
10.2016 - 07.2021
- Managed customers' expectations of support and technology functionality in order to provide positive user experience.
- Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
- Controlled and managed server room, wireless network, server infrastructure, audiovisual equipment, laptops and video conferencing equipment.
- Performed daily system monitoring, verifying integrity and availability of all hardware, server resources, systems and key processes.
- Supervised and monitored delivery of contractual services according to SLA agreements.
- Attended regular client meetings to report project progress and address questions.
- Facilitated best user experience through continuous support, training classes, webinars, improvements and communication of system changes.
- Used BMC Remedy ticketing systems to manage and process support actions and requests.
- Installed improvements and adjusted parameters to optimize functionality.
- Developed and maintained strong client relationships to deliver exceptional customer service and problem resolution.
- Performed tests of functionality, security and performance of different workstations and devices.
- Prepared reports by collecting, analyzing and summarizing information.
Basic Leader Course Instructor
United States Army
07.2010 - 10.2016
- Focused on teaching principals of leadership and supervision of subordinate personnel.
- Implemented and optimized new curriculum and day-to-day instruction to align educational strategies with industry best practices.
- Monitored student progress through test administration and adapted learning plans to optimize progress.
- Initiated new learning methods, promoting total student comprehension while curbing learning time.
Infantryman (11B)
United States Army
05.1999 - 07.2010
- Led reconnaissance and sniper operations and reported enemy movements to commanding officers.
- Led Convoys, Squads, and fire teams during combat.
- Responded to emergencies with speed, efficiency and knowledgeable assistance.
Education
MBA - Cyber Security
University of Texas At Tyler
Tyler11.2023
Bachelor of Science - Computer Systems And Technology
Duquesne University
Pittsburgh, PA12.2020
Skills
- End-user support
- Software updates
- Security Protocols
- Data Analytics
- Stakeholder collaboration
- Forecasting ability
- Problem-solving skills
- Change request processing
- Device configuration
- Network administration
- Project Management
- Excellent interpersonal skills
- Employee training and development
- SCCM and Software Center
- Active Directory
Certification
- CompTIA A Plus Certification
- CompTIA Network Plus Certification
- CompTIA Security Plus Certification
- Microsoft 365 Certified: Endpoint Administrator Associate
Timeline
Help Desk Engineer
STI-TEC
03.2023 - Current
Team Lead Helpdesk Engineer
Movate, Inc
09.2021 - 05.2023
Information Technology Specialist
United States Army
10.2016 - 07.2021
Basic Leader Course Instructor
United States Army
07.2010 - 10.2016
Infantryman (11B)
United States Army
05.1999 - 07.2010
MBA - Cyber Security
University of Texas At Tyler
Bachelor of Science - Computer Systems And Technology
Duquesne University