Open To Work
Eby Chacko
Carol Stream
Summary
Dynamic IT Support Manager skilled in leading teams to deliver optimal technology solutions for 2,500 users. Proven track record in managing cybersecurity initiatives and driving digital transformation projects to enhance organizational performance. Strong focus on aligning IT operations with business objectives while ensuring compliance with security protocols.
Overview
26
26
years of professional experience
1
1
Certification
Work History
IT Support Manager
Will County Executive
Joliet
06.2023 - 12.2025
- Managed direct reports, monitored networks, and oversaw helpdesk ticketing system to provide technical support for 2500 users in Will County while ensuring compliance with security protocols.
- Ensured adherence to cybersecurity policies and procedures across the County in collaboration with the infrastructure team.
- Utilized Jira in an Agile/Scrum environment.
- Anticipated and identified project issues and risks, recommended solutions, and worked with senior management to implement solutions.
- Took ownership of team tasks, driving progress while holding team members accountable.
- Manage multiple in house projects related infrastructure and Software implementations.
- Implementing and utilizing ITSM tools like Zendesk, Solar Winds, and Jira.
- Ensuring service level agreements through utilizing ITIL methods.
- Ensure best practices for Cybersecurity over multiple domains.
IT Service/Projects Supervisor
Tecta America
Rosemont
12.2022 - 05.2023
- Led cloud implementation project with Azure and Aws for infrastructure as a Service and software as a Service platforms.
- Experience with Digital Transformation projects developing strategic steps and timeliness to ensure business in preparation to adopt new technologies and processes to achieve and improve operational efficiency and customer satisfaction.
- Planned and coordinated project deliverables, timelines and project plans.
- Supervised team associates to enhance collaboration and productivity.
- Directed technical support resources for office staff to resolve issues efficiently.
- Provided support to 4,000 users to ensure optimal technology functionality.
- Monitored and ensured adherence to SLAs for optimal service delivery to all users.
- Administered change management and monitored business operations.
- Administered technical staff meetings and scheduled on-call rotation and off-hours coverage.
- Measured performance and addressed known issues of individuals and technology.
- Had a solid understanding of when project deliverables impact other teams and responded accordingly.
- Raised recommendations with leadership for final decisions.
- Employed 365 and Microsoft Intune for user account and device management.
IT Remote Support Lead
Connection.com
Schaumburg
11.2020 - 11.2022
- Remotely assisted client users across 5,000 employees with Office 365 migration, resolving mailbox and app issues, including Outlook, two-factor authentication, Intune mobile device enrollments, active directory account issues, Microsoft Teams training, and Cisco VPN problems.
- Provided remote technical support via email and phone for the Probation and Court Services Division, addressing hardware, software, and system needs for 200 users.
- Managed all IT functions for the department, supporting software like MS Office apps, proprietary County programs, and Windows updates.
- Coordinated with County IT and other agencies for upgrades, updates, and office relocations to ensure seamless transitions.
- Administered Netsuite users and software by providing maintenance and technical support.
- Project Management experience in full lifecycle development cycle.
- Ability to effectively communicate and collaborate plus demonstrate the ability to be flexible with changing priorities and requirements.
IT Support/ Project Administrator
Heartland Computers, Inc
McHenry
04.2015 - 09.2020
- Managed 500 users globally and oversaw more than 25 servers on an enterprise level.
- Ensured optimal performance of virtual environments to support business operations.
- Oversaw cloud computing services to enhance operational efficiency.
- Maintained, enhanced, troubleshot and drove resolution for all network management and infrastructure issues including reviewing and recommending updates, escalating critical concerns and enforcing IT standards and procedures.
- Monitored telecommunications network and components to ensure reliability and performance.
- Provided training to clients and internal end users on computer hardware/software technologies.
- Supported Heartland Computers' day-to-day internal IT requirements.
- Worked with VMware ESXi 5.5 VEEAM Backup system.
Senior IT Manager
Trinet, Inc.
Downers Grove
03.2000 - 03.2015
- Developed and retained IT talent to align with organizational needs, ensuring capacity for future growth.
- Partnered senior leadership positions to establish and communicate a clear and compelling technology vision and roadmap.
- Developed measurement and metrics to quantify progress against vision and roadmaps.
- Represented the client with key technology vendors and industry groups.
- Maintained up-to-date knowledge of technology trends and products; identify opportunities for new initiatives and integration of new technologies into the curriculum.
- Aligned technology initiatives and operations with the goals of the company.
- Worked with cross functional teams to negotiate purchase and service agreements and maintain vendor relationships.
- Managed annual budgets and strategic IT long-range plans to support operational objectives and resource allocation.
- Supervised and mentored staff by conducting regular performance appraisals and handled employee disciplinary issues.
- Assured that all technologies are implemented and managed in compliance with technology policies and procedures set forth by the company's strategy and policies.
- Ensured compliance with security protocols and policies to safeguard information.
- Directed the Technology team in identifying, neutralizing, and preventing threats to information assets, vulnerability scanners, LDAP, and physical security systems.
- Formulated security recommendations and managed the implementation of security initiatives.
- Leader responsible for ensuring proper security controls are implemented across technology initiatives.
- Coordinated responses to external audits, penetration tests, and vulnerability assessments.
- Implemented security best practices in the areas of applications, infrastructure, desktops, mobile devices and virtual environments.
- Oversee 3rd party managed security service providers.
- Administered SAP, Oracle, and PeopleSoft environments while overseeing CRM, ERP, and financial systems to optimize technology utilization.
Education
Bachelors - Network and Communications Management
DeVry University
Addison, ILMasters in Business Administration - IT Project Management
DeVry University's Keller Graduate School of Management-Illinois
Skills
- Data recovery
- Project management
- Performance improvement
- Compliance reporting
- Project management
- Reporting tools
- IT team leadership
- Linux
- Expense report reconciliation
- Remote support
- Webex platform
- SaaS platforms
- Analytics
- Zoom
- IT infrastructure management
- IT assistance
- Employee onboarding
- Firewall
- Information security compliance
- Delegation
- Active Directory
- Escalation handling
- Google Sheets
- Surveillance equipment
- Cisco IOS
- EDI
- Budgeting
- System troubleshooting
- IT sourcing
- Help desk assistance
- VCenter
- Technical communication
- Technical support
- Teamwork
- Azure AD
- Jira
- VoIP
- Ticketing system technical support
- Network hardware support
- Active Directory management
- OSHA
- Health informatics
- Records management
- OSPF
- Microsoft SQL Server
- IT project oversight
- PowerShell
- Computer literacy
- Pharmacy software
- Security training
- Teams
- Senior leadership
- Distribution network design
- Windows
- TCP/IP
- Security Policy Interpretation
- Inventory tracking
- Project planning
- B2B
- Computer operation
- Accounting
- Root cause analysis
- Enterprise software
- Project scheduling
- NetSuite
- WMS
- Leadership
- Mobile device management
- Management
- Analytical thinking
- Customer training
- Remote access software
- Client communication
- Microsoft Office
- Waterfall methodology
- Data migration
- Attention to detail
- Software deployment
- Print production
- Training development
- Equipment troubleshooting
- VPN
- ITIL
- Preventive maintenance
- Cloud management tools
- Cybersecurity
- Procurement management
- Network security tools
- SaaS
- Pivot tables
- Managerial communication
- BMC Remedy
- Analysis skills
- Scalable systems
- Alignment
- Web development
- Relational databases
- System maintenance
- QA test planning
- Financial analysis
- Other (software program)
- Autodesk
- Manufacturing facility
- Issue tracking
- Product demos
- Asset management
- IT service management
- Productivity software
- Strategic management
- Contract management
- Zendesk
- Cloud server management
- Efficiency improvement
- Meraki
- Team development
- SCCM
- IT service delivery
- Regulatory compliance
- System administration
- Data architecture
- Logistics
- Networking hardware installation
- Budget management
- Google Workspace
- CI/CD
- Change processes
- Business operations
Certification
- Google Suite Certified, Present
- Google AI Certification, Present
- ITIL Certification
- CCNA
- Azure Certification
- AWS Certification
- CompTIA A+
- MCP
- VCP
- PMP
- CCIE
- CCNA
- CompTIA Security+
Work Preference
Job Search Status
Open to workWork Type
Full TimeLocation Preference
HybridRemoteOn-SiteSalary Range
$85000/yr - $150000/yrTimeline
IT Support Manager
Will County Executive
06.2023 - 12.2025
IT Service/Projects Supervisor
Tecta America
12.2022 - 05.2023
IT Remote Support Lead
Connection.com
11.2020 - 11.2022
IT Support/ Project Administrator
Heartland Computers, Inc
04.2015 - 09.2020
Senior IT Manager
Trinet, Inc.
03.2000 - 03.2015
Bachelors - Network and Communications Management
DeVry University
Masters in Business Administration - IT Project Management
DeVry University's Keller Graduate School of Management-Illinois