David McShane
Dallas,TX
Summary
Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments as well as training and leading a group of working professionals. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.
Overview
17
17
years of professional experience
Work History
Service Desk Lead
State Farm Insurance
10.2023 - Current
- Successfully led the transition process during turnover, managing a team of 16 FTE and improving performance on SLA.
- Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies
Global Service Desk Lead
Tyson Foods
11.2020 - 08.2022
- Led a multi-shift team of 40+ distributed FTE, responsible for providing exceptional IT support to internal users and vendors in a global-scale food processor.
- Diagnosed and resolved user system functionality issues to enable completion of desired operations
Sr Process Executive / Lead
Fossil Group
05.2017 - 11.2020
- Served as the MDM and Mobile Device Lead for groups in NA, EMEA, and APAC, ensuring effective device management and security.
Sr. Process Executive
Fossil Group
02.2016 - 05.2017
- Played a pivotal role as an ITIL Certified English Service Desk – MDM POC, resolving complex IT issues promptly and ensuring minimal downtime.
Incident Management
IBM Client Innovation Centre
01.2015 - 02.2016
- Provided top-notch incident management services, ensuring timely resolution of issues for multiple clients.
- Self-motivated, with a strong sense of personal responsibility
- Worked well in a team setting, providing support and guidance
Change Manager
IBM, GSDC
09.2009 - 09.2012
- Demonstrated proficiency as an ITIL Certified Change Manager, overseeing the change management process and ensuring smooth transitions.
Technical Support Manager
Applied Media Technology Corporation
03.2007 - 03.2009
- Successfully managed an internal enterprise support team, providing technical assistance and ensuring seamless operation of IT systems.
Skills
- Active Directory
- ServiceNow
- Leadership
- Mobile device management
- Team management
- Technical Support
- IT Support
- Scheduling
- Communication
- Client interfacing
- Remote Access Software
- Information Security
- ITIL
- Operating Systems
- System Administration
Education
- Technology Management, St. Petersburg College
- Aviation Administration, US Navy Administration School
- Business Management, University of Pennsylvania
Timeline
Service Desk Lead
State Farm Insurance
10.2023 - Current
Global Service Desk Lead
Tyson Foods
11.2020 - 08.2022
Sr Process Executive / Lead
Fossil Group
05.2017 - 11.2020
Sr. Process Executive
Fossil Group
02.2016 - 05.2017
Incident Management
IBM Client Innovation Centre
01.2015 - 02.2016
Change Manager
IBM, GSDC
09.2009 - 09.2012
Technical Support Manager
Applied Media Technology Corporation
03.2007 - 03.2009