David Willoughby
Draper,UT
Summary
Capable professional experienced in helping users correct problems with computer systems, mobile devices, and peripheral equipment. Knowledgeable about usability and security concerns. Specializing in M365, Azure, and Power Platforms.
Overview
10
10
years of professional experience
Work History
Incident Management Manager
CLICKLEASE
West Valley City, Utah
11.2023 - 07.2024
- Lead a five-member geographically dispersed team across two sites, supporting 300+ internal customers at a Financial Technology Company.
- Collaborate with C-Suite executives and cross-functional leaders to enhance incident management strategies, ensuring alignment with company goals.
- Attained a 9.6 magnitude change in efficiency, decreasing service time from eight-hours to under 30 minutes by establishing key performance indicators (KPIs) and aligning service level agreements (SLAs) with global standards.
- Enhanced team morale and retention through recognition programs and career development opportunities.
- Enhanced team member performance through use of strategic and tactical approaches, motivational coaching and training.
Information Technology Manager
Hexcel Corporation
West Valley City, UT
06.2021 - 08.2023
- Handpicked to manage U.S. IT site services for eleven locations across the U.S. Overseeing eight direct reports at a leading global advanced composites manufacturing company.
- Managed IT operations, aligning IT infrastructure with organizational goals and planning and directing IT-related activities, serving 3.5K – 6K internal customers.
- Drove productivity, aligning workforce resources, IT planning, and company goals, overseeing structures and product strategies, driving productivity. Collaborated with business owners to align plans and policies with business needs.
- Established transformative standard operating procedures (SOPs) and system enhancements, including facilities and security operations process improvements.
Information Technology Supervisor
Hexcel Corporation
West Valley City, Utah
06.2019 - 06.2021
- Promoted to oversee a seven-member team and IT operations at the company’s HQ offices.
- Organized and conducted team meetings, delegating and completing projects efficiently, proactively meeting key performance indicators (KPIs), and optimizing team performance, mentoring collaborative, motivated IT professionals.
- Enhanced cross-functional collaboration with Accounting, Communications, EHS, HR, Legal, and C-Suite Executives, providing IT consultation, Level 1 & 2 support, issue resolution, IT maintenance, and CEO support.
- Led HQ workforce transition to remote operations during COVID-19, ensuring safety and continuity with remote work technologies, safety protocols enforcement, and integrated collaboration tools for productivity.
- Minimized enterprise risks while receiving HQ recognition from safety experts as one of the building’s best offices in terms of evacuation protocols. Collaborated across functions to optimize safety and security protocols.
IT Service Desk Support Technician
Hexcel Corporation
West Valley City, Utah
07.2014 - 06.2019
- Provided frontline technical assistance and support to end-users within a multi-billion-dollar global manufacturing company, responding to inquiries, diagnosing and resolving technical issues related to hardware, software, network, and other IT systems, and training end-users on IT tools and systems.
- Earned top customer satisfaction ratings for resolving incidents and service requests via troubleshooting, escalation, collaboration, and efficient setup, installation, configuration, and maintenance of computer equipment and peripherals.
- Surpassed quantitative and qualitative key performance indicators (KPIs) via meticulous monitoring of system performance while prioritizing and managing a high-volume of IT support tickets to ensure prompt resolutions.
- Enhanced standards, compliance, and enterprise agility by auditing and reviewing systems and practices while innovating best practices and IT documentation, including troubleshooting guides and knowledge base articles.
Education
High School Diploma -
Copper Hills High School
West Jordan05-2004
Skills
- M365 Suite
- Azure Platform
- Power Platform
- InTunes, Autopilot, and Defender expert
- Apriso Solutions Consultant
- Auditing
- Incident management
- Team leadership
- Performance metrics
- Service level agreements
- IT operations
- Cross-functional collaboration
- Project management
- Change management
- Technical support
- Customer service
- Employee training
- Conflict resolution
- Effective communication
- Process improvement
- Problem resolution
- Analytical thinking
- Attention to detail
- Onboarding and orientation
- Problem-solving
- Decision-making
- Administration and reporting
- Active listening
- Reliability
- Emergency response
- Goal setting
- Plan projects
- Interpersonal communication
- Multitasking
- Performance tracking and evaluation
- Team collaboration
Affiliations
- Technology and Physics lover and studier.
- Love to deep dive into AI and LLM's to use them effectively
Languages
English
Native/ Bilingual
Timeline
Incident Management Manager
CLICKLEASE
11.2023 - 07.2024
Information Technology Manager
Hexcel Corporation
06.2021 - 08.2023
Information Technology Supervisor
Hexcel Corporation
06.2019 - 06.2021
IT Service Desk Support Technician
Hexcel Corporation
07.2014 - 06.2019
High School Diploma -
Copper Hills High School
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