Derek Finley
Frisco
Summary
With a proven track record at Abacus Group LLC, I excel in IT Operations Management and Strategic Planning, demonstrating a unique blend of technical prowess and employee engagement. Spearheaded ServiceNow implementation and enhanced IT infrastructure, achieving significant client satisfaction and operational efficiency.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Client Support Manager
Abacus Group LLC
Frisco
09.2020 - Current
- Planned and managed IT operations, infrastructure management, and data center operations
- Assisted in hiring and managing staff to meet client demands and technical needs
- Led strategic planning and execution for new equipment and upgrades
- Developed and managed call quality and work order accuracy programs
- Conducted department and skip-level meetings; participated in root cause analysis
- Implemented engagement actions to improve employee morale and client satisfaction
IT Manager/Engineer
Intelinet Systems
Richardson
10.2018 - 01.2020
- Administered and managed networks, operating systems, and security systems
- Built and managed an in-house help desk; previously outsourced
- Led hiring, training, and orientation of employees; implemented IT policies and KPIs
- Supported VoIP systems, Windows Servers, and VMware environments
- Developed help desk guides and presented them to prospective clients
IT Engineer
Team Logic IT
Prosper
01.2018 - 12.2018
- Troubleshot and repaired software and hardware issues
- Supported end-to-end system solutions for IT projects
- Advised individuals and groups on computer equipment needs and upgrades
Service Desk Manager
HCL America
Frisco
01.2015 - 12.2017
- Managed 24/7/365 customer service performance to meet or exceed SLAs
- Handled critical customer incidents and escalations
- Provided management and performance reports; tracked incidents to conclusion
- Utilized Active Directory, Microsoft Exchange, and Office 365 for user support
- Implemented ServiceNow for the service desk
IT Specialist
T-Mobile USA
Frisco
01.2014 - 12.2015
- Provided technical support via telephone, email, and web tickets
- Configured new user accounts and managed Active Directory
- Directed tickets to appropriate departments; used ServiceNow for tracking
- Assisted clients with VPN, web hosting, and domain registration issues
Education
Bachelor of Applied Arts and Sciences - Computer Science
Texas A & M University
Commerce, TX12-2025
Associate of Science - Information Technology
Meridian Community College
Meridian, MS05.2004
Skills
- IT Operations Management
- Strategic planning and execution
- Employee Engagement
- Network Administration
- VoIP systems support
- Windows Servers and VMware
- Help Desk Development
- Active Directory and Microsoft Exchange
- Office 365 Administration
- ServiceNow implementation
Certification
- Microsoft Office Specialist, Present.
- ITIL Certification, January 2023.
References
References available upon request.
Timeline
Client Support Manager
Abacus Group LLC
09.2020 - Current
IT Manager/Engineer
Intelinet Systems
10.2018 - 01.2020
IT Engineer
Team Logic IT
01.2018 - 12.2018
Service Desk Manager
HCL America
01.2015 - 12.2017
IT Specialist
T-Mobile USA
01.2014 - 12.2015
Bachelor of Applied Arts and Sciences - Computer Science
Texas A & M University
Associate of Science - Information Technology
Meridian Community College
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