Devan Lattimer
Portland
Summary
Dynamic IT Operations Manager with a proven track record at Planned Parenthood Columbia Willamette, driving operational efficiency and enhancing service delivery. Expert in Active Directory and ITIL Foundations, I excel in mentoring teams and implementing process improvements, achieving significant reductions in service downtime and elevating customer satisfaction.
Overview
12
12
years of professional experience
1
1
Certification
Work History
IT Operations Manager
PLANNED PARENTHOOD COLUMBIA WILLAMETTE
06.2025 - Current
- Led daily operations of enterprise IT systems and Help Desk team, ensuring uptime and meeting customer service standards.
- Mentor and manage a team of Help Desk Technicians, providing training, performance feedback, and escalation support to resolve complex technical issues.
- Serve as the primary after-hours contact for IT systems support, exercising real-time decision-making authority on critical incidents.
- Act as the escalation point for technical matters, coordinating with cross-functional teams to resolve high-impact issues.
- Implemented process improvements to enhance operational efficiency, service delivery, and system reliability.
- Drove continuous improvement initiatives by identifying service gaps and deploying solutions aligned with organizational goals.
Service Delivery Manager
Riverstrong MSP
08.2023 - 05.2024
- Managed two call centers with a team of 10, including level 1 and level 2 technicians, to ensure effective service delivery.
- Achieved customer-focused outcomes by fulfilling contractual SLAs for average answer time and ensuring compliance with first contact SLA.
- Collaborated with leadership teams at both call centers to assess needs, partnered with project managers and senior engineers, and recommended tailored IT solutions and emerging technologies to clients.
- Conducted training sessions and updated documentation to enhance team capabilities.
- Remote (various time zones across the US)
Senior IT Support Specialist
Riverstrong MSP
01.2023 - 08.2023
- Resolved Level 1, 2, and 3 issues related to desktops, networks, Active Directory (AD), servers, cloud services, SaaS, permissions, access requests, connectivity problems, and hardware malfunctions, contributing to overall system reliability.
- Coordinate and execute remote and onsite fixes for desktop and account issues, including troubleshooting, software installation and configuration, account access management, and addressing various technical service requests.
- Assisted end-users with Service Desk needs across client offices, retail spaces, warehouses, and other sites, ensuring timely resolution of technical issues.
- Supported MSP Help Desk by fostering effective communication, delivering technical assistance, promoting technical advancement, and overseeing ticket lifecycle to enhance service delivery.
- Remote (various time zones across the US)
IM Analyst – US Sites, Hybrid
Element Six Technologies
Gresham
12.2019 - 09.2022
- Managed three US sites for a global company, ensuring all users' end computers, servers, and network components complied with corporate standards.
- Collaborated with third-party vendors to maintain and support systems, ensuring reliable operations across US sites.
- Weekly meetings with the Service Desk, IM, and local site facilities teams to share and collaborate on various issues and projects.
- Utilized technical skills to assist Global Service Desk and Third-Party IM teams in identifying root causes of technical and support-related issues.
- Configured and procured new user machines for local and US locations, ensuring compliance with company standards.
- Streamlined and maintained cell phone accounts for international travel, achieving over 25% reduction in yearly costs.
- Gresham, OR
Service Desk Supervisor
The Multnomah Athletic Club
Portland
06.2018 - 08.2019
- Managed, trained, hired, and mentored Service Desk employees to enhance team capability and service delivery.
- Developed and implemented plans aimed at reducing call and ticket volume, streamlining support processes.
- Create, maintain, and implement SLAs for departmental use.
- Collaborated with various departments to educate teams on technology solutions, improving overall departmental efficiency.
- Managed multiple high-visibility technology projects across the company.
- Extensive contract management and relationship management with 3rd parties.
- Assisted the Infrastructure, Application, and Project Manager with communications to the company and recommendations on tasks, projects, and business needs.
- Extensive work with past, current, and future budgetary decisions.
- Portland, OR
Service Desk Supervisor
Harsch Investment Property
Portland
01.2018 - 06.2018
- Lead activities of the Service Desk to diagnose and resolve client problems.
- Developed and implemented Service Desk Standard Operating Procedures to enhance service quality.
- Oversaw Service Desk operations in Portland, OR, ensuring alignment with organizational goals.
- Implemented a Continuous Improvement Program with defined performance goals, metrics, and monthly reviews.
- Developed Service Level Agreements.
- Managed and optimized budget for Service Desk to align resources with operational needs.
- Escalated issues and referred them to specialized experts.
- Created and maintained an IT Service catalog.
Senior Support Analyst
Organically Grown Company
Portland
07.2014 - 07.2017
- Developed and maintained system documentation and SLAs to ensure compliance and support operational efficiency.
- Managed queue operations to optimize response times and enhance service delivery.
- Conducted monthly site assessments across multiple locations to identify support needs and improve service quality.
- Developed and implemented a comprehensive training program for Tier 1 and Tier 2 staff.
- Cut purchase costs by establishing new protocols that took advantage of volume discounts and reduced overhead.
- Portland, OR
Education
B.S. - Business and Leadership
Marylhurst University
MARYLHURST, OR12-2011
Skills
- Project Management
- Change Management
- Vendor Management
- Documentation Management
- ITIL Foundations
- Network security
- Windows Server
- Active Directory
- Exchange
- Office 365
- MS Azure
- Cloud technologies
- Hybrid environments
- Linux
- Windows 10/11
- Mac OSX
- Virtualization technologies
- SCCM imaging
- MDM
- Veeam backup software
- Teams Telephony
- Nortel, Avaya, ShoreTel, RingCentral
- Project management tools
- Project management tools
- SCCM imaging
Certification
ITIL 4 Foundations, In Progress
References
Available on request
Timeline
IT Operations Manager
PLANNED PARENTHOOD COLUMBIA WILLAMETTE
06.2025 - Current
Service Delivery Manager
Riverstrong MSP
08.2023 - 05.2024
Senior IT Support Specialist
Riverstrong MSP
01.2023 - 08.2023
IM Analyst – US Sites, Hybrid
Element Six Technologies
12.2019 - 09.2022
Service Desk Supervisor
The Multnomah Athletic Club
06.2018 - 08.2019
Service Desk Supervisor
Harsch Investment Property
01.2018 - 06.2018
Senior Support Analyst
Organically Grown Company
07.2014 - 07.2017
B.S. - Business and Leadership
Marylhurst University