GLENN HAYNES
Loganville,GA
Summary
Experienced IT Services Manager adept at overseeing infrastructure projects, ensuring seamless operations, and optimizing IT service delivery. Skilled in team leadership, vendor management, and implementing cost-effective solutions to meet business objectives. Proven track record in IT strategy development and enhancing system performance.
Overview
7
7
years of professional experience
1
1
Certification
Work History
IT Services Manager
StimLabs
Roswell, GA
01.2024 - Current
- Effectively led a team of 3 IT support techs by offering guidance, mentoring and evaluating performance.
- Instituted SLA’s resulting in consistent 95% ratings within all customer categories.
- Provided comprehensive support to different departments by managing Microsoft 365, Active Directory, MS Intune, Exchange and other applications such as Infor and Concur.
- Executed strategies to improve operational efficiency and security by developing and implementing IT policies and procedures.
- Implemented effective measures to prevent equipment loss and minimize theft through the establishment of asset management and tracking protocols.
- Effectively handled the management, administration, and configuration of devices used by enterprise users in Office 365, Intune Standalone, and Microsoft Entra (Azure AD).
IT Manager
Florence Healthcare
Atlanta, GA
07.2022 - 04.2023
- Managed the installation, configuration, maintenance, and troubleshooting of network systems.
- Demonstrated proficiency in administering Google Workspace and MFA setup while also managing multiple applications such as Confluence, Jira Software, Slack, and Zendesk.
- Developed & implemented employee ticketing system; owned help desk function.
- Owned IT Process for onboarding and offboarding for all employees
- Worked with Security and Compliance teams regarding identity and access management processes, controls related to roles across stakeholder groups
- Configured SSO applications within Google workspace tenant
- Provided leadership, insight, and mentoring to newly hired employees to supply knowledge of various company programs
- Created Asset Management system to track all company issued devices and maintained
- Developed and Implemented IT policies, SOP, KBA’s to ensure the security and integrity of all company systems and data.
IT Service Desk Manager
NAACP
Baltimore, MD
11.2019 - 07.2022
- Drove the performance and effectiveness of the IT Helpdesk specialist team consisting of 5 members, guaranteeing the attainment of service levels and delivering a superior client/customer experience.
- Managed staff to excel by utilizing the performance management process effectively. Mentored employees consistently for continuous improvement, providing career guidance. Ensured compliance with critical policies and requirements at all times.
- Managed Network Infrastructure encompassing Domain controller, Azure AD, Microsoft 0365, SharePoint, Exchange and Intune
- Monitor and evaluate team performance with a focus on results and work effectively with HR to initiate corrective or disciplinary actions as appropriate
- Effectively managed the allocation of resources for IT expenses and coordinated timely software updates
- Provide regular reporting and metrics for upper management & serve as a backup to the VP of IT when required
- Owned IT Process for Onboarding and Offboarding ensuring timely receival of IT equipment for all new hires
- Served as primary contact for customer escalations, ensuring effective communication with senior leadership.
- Conducted performance reviews for team members..
IT Support Lead Engineer/Manager
PCI
Columbia, MD
05.2017 - 11.2019
- Lead a team of Helpdesk technicians (5) to provide Tier 1/2 support while recognizing inefficiencies and driving process improvement to enhance productivity and end user satisfaction
- Worked with HR to support all onboarding procedures for new hires and retrieval of equipment for outgoing employees
- Maintained Budget up to 200k and purchased all IT equipment for company via (CDW, Dell, Amazon, Apple)
- Provided technical support and Network and System administration to include: Azure AD 0365, Azure Sentinel, Firewall log reviews, Network support, Phone system support (Mitel)
- Experience with IAM solution including SSO (OKTA)
- Enabled SSO for Cloud applications such as O365 and Salesforce
- Control and Monitor data, Network Access and backup systems
- Created SOP and Knowledge base articles of related issues that occur frequently
- Troubleshot hardware issues and worked with service providers to facilitate repairs for end users
- CMMC, NIST 800-171 Trained and Knowledgeable.
Education
BS in Information Systems -
ITT Technical Institute
Hanover, Maryland03.2016
Skills
- Team Collaboration
- Training & Development
- Conflict Resolution
- Customer Service
- Incident Management
- SLA management
- MDM Tools (Jamf/Kaseya/kandji)
- Remote Monitoring and Management (Connect Wise, Teamviewer, Zoho Assist)
- Active Directory/Microsoft O365/Microsoft Entra ID
- Google Workspace
- Ticket Systems (ServiceNow, ConnectWise, Fresh Service, Jira Service management)
- Knowledge of ITIL Framework (Training Course)
- Project Management tools (Trello, Jira)
- Okta, Google SSO, Microsoft SSO support and Implementation
Certification
- Comptia Network Plus License, 01/2018
- Comptia Security Plus License, 01/2018
Zip
30052
State
GA
City
Loganville
Accomplishments
- Strategic IT Service Optimization: Led Service desk professionals in optimizing service delivery processes, resulting in a 30% improvement in response times and a 20% increase in customer satisfaction ratings over a 2-year period.
- Implementation of ITIL Best Practices: Implemented ITIL framework across IT service operations, reducing incident resolution time by 25%.
- Project Management Excellence: Successfully managed the implementation of roll out of new Microsoft teams and Outlook application, Upgrading all user endpoints from Windows 10 to Windows 11. Led the Migration of on-prem services to cloud solutions.
- Training and Development: Developed and implemented a comprehensive training program for IT staff, resulting in a 40% increase in technical certifications and proficiency levels.
- Change Management Leadership: Led change management efforts weekly ensuring smooth IT integration and minimal disruption to business operations.
Timeline
IT Services Manager
StimLabs
01.2024 - Current
IT Manager
Florence Healthcare
07.2022 - 04.2023
IT Service Desk Manager
NAACP
11.2019 - 07.2022
IT Support Lead Engineer/Manager
PCI
05.2017 - 11.2019
BS in Information Systems -
ITT Technical Institute
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