IAN WILSON
Dallas
Summary
Senior management professional, bringing strategic leadership and operational excellence to drive organizational success. Skilled in project management, team collaboration, and process optimization with keen focus on achieving results. Adept at navigating complex challenges, fostering culture of accountability, and adapting to evolving business needs. Known for strong decision-making, effective communication, and building high-performing teams.
Overview
7
7
years of professional experience
Work History
Sr Manager, IT Infrastructure Helpdesk
AEG Vision
04.2024 - Current
- Assisted in developing strategic initiatives to enhance operational efficiency.
- Conducted research to support project proposals and management decisions.
- Collaborated with cross-functional teams to streamline processes and improve communication.
- Managed scheduling and resource allocation for multiple projects simultaneously.
- Developed training materials to facilitate onboarding of new team members.
- Analyzed data to identify trends and inform decision-making processes.
- Provided strong leadership to enhance team productivity and morale.
Information Technology Help Desk Manager
AEG Vision
02.2023 - 04.2024
- Managed daily help desk operations, ensuring timely resolution of user issues.
- Trained team members on troubleshooting techniques and customer service best practices.
- Analyzed ticketing system data to identify trends and improve response strategies.
- Developed and maintained knowledge base articles for common technical issues.
- Fostered strong communication channels between users and technical teams for issue resolution.
Information Technology Help Desk Lead
AEG Vision
01.2022 - 02.2023
- Worked well in a team setting, providing support and guidance.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Demonstrated strong organizational and time management skills while working multiple help desk tickets
- Developed reporting to communicate help desk utilization for cross functional teams.
- Handled IT Ticket escalations and tickets ranging from bare metal server outages, VMs, Networking device outages, all the way down to general user administration
Information Technology Support Specialist
AEG Vision
09.2019 - 01.2022
- Provided technical support for hardware and software issues, ensuring minimal downtime.
- Resolved user queries through remote assistance tools, enhancing customer satisfaction.
- Configured and maintained IT equipment, optimizing performance across departments.
- Documented troubleshooting procedures, improving knowledge sharing among team members.
Information Technology Support Specialist
Integritek
12.2018 - 09.2019
- MSP Based IT Helpdesk work, taking tickets and delivering solutions rapidly and effectively.
- Monitored system performance and recommend upgrades to enhance operational efficiency.
- Analyzed support ticket trends to identify areas for process improvement, streamlining workflows.
- Kept detailed notes to share with business associates to minimize troubleshooting time for future issues.
Education
Graphic And Digital Design
The University of Texas At Austin
Austin, TXSkills
- Quality-focused
- Strategic planning
- Cross-functional collaboration
- Cross-functional team coordination
- Troubleshooting and problem resolution
- Data-driven decision making
- Documentation and reporting
- Talent development
- Resource allocation
- Reporting management
Timeline
Sr Manager, IT Infrastructure Helpdesk
AEG Vision
04.2024 - Current
Information Technology Help Desk Manager
AEG Vision
02.2023 - 04.2024
Information Technology Help Desk Lead
AEG Vision
01.2022 - 02.2023
Information Technology Support Specialist
AEG Vision
09.2019 - 01.2022
Information Technology Support Specialist
Integritek
12.2018 - 09.2019
Graphic And Digital Design
The University of Texas At Austin
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