Jeffrey Soutter
IT Manager
Crawfordville,United States
Summary
Versatile IT professional with more than 20 years' experience applying people, process, problem solving skills and vast technical skills to improve individual, team, processes and procedures.
Forward-thinking with a track record of success in implementing change, building and managing top-performing teams.
Adept in driving IT projects and solutions that improve organizational processes, efficiencies, and systems.
Effective leader, skilled at sharing 20+ years of knowledge of information systems, End User Services, networking and Information Security with others while supervising the work of IT professionals at all career levels. Experienced in the differing information management needs of Enterprise and large businesses.
Overview
25
25
years of professional experience
2
2
years of post-secondary education
1
1
Certificate
Work History
Manager Endpoint Engineering
Tufts University
Boston, MA
07.2022 - Current
- Team Leadership: Directly manage a team of 6 subordinates responsible for the imaging, updating, and software installation across Apple MacBook's, iPads, and all Windows endpoints.
- Device Management & Deployment: Oversee the configuration, management, and deployment of end-user devices such as Windows / Mac desktops, laptops, VDIs, and iPads across various environments. Maintain standardized images, device configurations, and ensure device security and updates.
- Software Management: Handle the deployment, updating, and troubleshooting of software applications on end-user devices, managing licenses and vendor relationships.
- Configuration Management Systems (CMS): Manage systems like SCCM/MEM for Windows devices and JAMF for Apple devices. Streamline provisioning and setup processes for end-users through zero touch deployments.
- Security & Compliance: Ensure end-user devices adhere to organizational and regulatory security standards, including regular monitoring for compliance.
- Performance Optimization: Ensure optimal performance and reliability of end-user devices and software applications.
- Innovation & Continuous Improvement: Evaluate and implement new technologies to enhance end-user computing services, reduce costs, and support organizational objectives.
- Asset Management: Oversee the lifecycle of computing assets, ensuring efficient use and planning for future needs.
- User Feedback & Satisfaction: Collect and analyze user feedback to continuously enhance the services provided by the Endpoint Engineering team.
- 3rd Level Support
End User Services Manager - North America
AGCO Corporation
Duluth, GA
01.2019 - 07.2022
- Managed (14) Level 2/3 End User support technicians responsible for 8,500 Windows 10 / Apple Mac endpoints across North America
- Monitored, Tracked and reported on team performance, adhered to service level agreements (SLAs, KPIs and OKRs).
- Reviewed and established job responsibilities and authority, objectives, and standards of performance for subordinates; coordinated on-the-job training and orientation; responsible for morale, attitude, and retention of employees
- North American Project lead for several following projects: Windows 7 to Windows 10 migration, Global Mac Management, On-prem Exchange to Office 365 migration, Creating, Maintaining and deployment of SCCM desktop Image
- Responsible for creating and managing $5M / per annum North American budget for endpoint refreshes, new equipment, software and vendor contracts
- Creating Global End User Services KPIs. Collecting all relevant data to measure, monitor, track and reporting
- Jointly lead the Change Approval Board (CAB) with IT Infrastructure and Applications Support management ensuring business impact is considered in decisions and ensuring high impact changes are coordinated and communicated appropriately
- Identifying and acting on opportunities to improve, update software, systems and procedures
- Creating and implementing IT Policies, procedures and best practices
- Identify areas of improvement
- Develop daily, weekly, and monthly reports shared with upper-level management
- Lead global End User Services managers bi-weekly meetings
IT Manager / Helpdesk Manager
Sterling Talent Solutions
01.2017 - 01.2019
- Sterling consists of a geographically diverse 5000 user base made up of 800 Windows 10 Laptops, 150, Mac’s and 4000 persistent and non-persistent Citrix VDI’s
- Managed (7) North American based Tier III technicians
- Areas of responsibilities include:
- Tier III end user support, Windows 10 corporate image, Mac OS corporate image, ensuring that all systems refreshes, and updates are maintained and on schedule, Corporate wide email via a hybrid Exchange / O365 implementation, SCCM with Microsoft Intune co-management for Imaging, patching and application deployment, Parallels Mac management for SCCM for Mac imaging, patching application deployment
IT Manager
Lancope, CISCO Systems
Alpharetta, GA
01.2005 - 01.2017
- Lancope is a leading provider of network visibility and security intelligence
- Started as the only IT Employee reporting to the VP of Operations
- Responsible for all aspects of IT with the organization
- IT Department from Desktop Support, Server build / maintenance to Networking Switches, Routers and Firewalls
- Company grew from 28 employees to 320
- Promoted to IT Manager managing a team of 5
- Supported Microsoft Exchange / Windows Server 2000, 2003, 2005, 2008 and 2012, Windows Desktop
- XP, 7, 8, 10 as well as 40% Apple Macintosh deployment with a small deployment of Ubuntu / Mint
- Responsible for all IT related purchasing, negotiating hardware and software purchases as well as service and maintenance contracts
- Hired, training and supervised 4 internal helpdesk team, 1 VMware / storage Engineer, 1 Microsoft AD / Exchange administrator and 1 senior network Engineer
- Lead weekly team meetings, weekly one on one’s and quarterly performance evaluations.
IT Manager
Monster.com
Monster, ca
01.1999 - 01.2005
- IT Manager for Canadian head office located in Montreal
- Was responsible for setting up new Canadian corporate headquarters in Montreal
- Responsibilities included setting up all servers and new workstations
- Choosing vendor, project management and setting up all cabling in new build out, internet connectivity with P2P VPN connectivity to
- Monsters head office in Maynard, MA
- Once project was completed was responsible for all IT support functions
- Hired and trained replacement
- Was asked to relocate to Washington D..C to help with problematic office with 110 users
- Replace aging servers and network equipment
- Was responsible for all desktop, servers, printers and network support
- Hired and trained replacement
- Was asked to relocate to Atlanta, GA to help with (2) troubled offices with 110 users each
- Replaced all aging servers, routers and switches
Education
Bachelor of Science - Network And System Administration
09.1998 - 10.2000
Skills
Policies and procedures
Certification
MCSE + I, CNA
Timeline
Manager Endpoint Engineering - Tufts University
07.2022 - Current
End User Services Manager - North America - AGCO Corporation
01.2019 - 07.2022
IT Manager / Helpdesk Manager - Sterling Talent Solutions
01.2017 - 01.2019
IT Manager - Lancope, CISCO Systems
01.2005 - 01.2017
IT Manager - Monster.com
01.1999 - 01.2005
Delta College - Bachelor of Science, Network And System Administration
09.1998 - 10.2000
Additional Skills
- Helpdesk Ticketing Software - ServiceNow
- CMDB - Hardware Software assets management
- Networking: Able to setup, Manage and maintain CISCO Switches, Routers, Firewalls and VPN concentrators
- Microsoft Servers, Active Directory, Azure AD, SCCM and Intune
- Office 365 Administration, setup and configuration
- Data visualization and Manipulation through the use of Advanced Microsoft Excel, DAX, PowerQuery and Microsoft Power BI
- Powershell, Microsoft Power Automate
- information security concepts
Courses Completed
ServiceNow Fundamentals, Microsoft Power BI Desktop for Business Intelligence, PowerShell 6.x Masterclass, Introduction to Service Management with ITIL 4, Scrum for Beginners + Scrum Master Certification Preparation, Jira for Beginners, Agile Project Management / Agile Delivery
Additional Skills
- Helpdesk Ticketing Software - ServiceNow
- CMDB - Hardware Software assets management
- Networking: Able to setup, Manage and maintain CISCO Switches, Routers, Firewalls and VPN concentrators
- Microsoft Servers, Active Directory, GPO,
- Windows Setup / Imaging, upgrading, patching and security posture via Azure AD, Dell KAC, SCCM / MECM and Intune
- Office 365 Administration, setup and configuration
- Mac OSX in the enterprise / JAMF / Parallels / Workspace One
- Data visualization and Manipulation through the use of Advanced Microsoft Excel, DAX, PowerQuery and Microsoft Power BI
- Powershell, Microsoft Power Automate
- information security concepts
Courses Completed
ServiceNow Fundamentals, Microsoft Power BI Desktop for Business Intelligence, PowerShell 6.x Masterclass, Introduction to Service Management with ITIL 4
Additional Skills
- Helpdesk Ticketing Software - ServiceNow
- CMDB - Hardware Software assets management
- Networking: Able to setup, Manage and maintain CISCO Switches, Routers, Firewalls and VPN concentrators
- Microsoft Servers, Active Directory, GPO,
- Windows Setup / Imaging, upgrading, patching and security posture via Azure AD, Dell KACE, SCCM / MECM and Intune
- Office 365 Administration, setup and configuration
- Mac OSX in the enterprise / JAMF / Parallels / Workspace One
- Data visualization and Manipulation through the use of Advanced Microsoft Excel, DAX, PowerQuery and Microsoft Power BI
- Powershell, Microsoft Power Automate
- information security concepts
Courses Completed
ServiceNow Fundamentals, Microsoft Power BI Desktop for Business Intelligence, PowerShell 6.x Masterclass, Introduction to Service Management with ITIL 4
Additional Skills
- Helpdesk Ticketing Software - ServiceNow
- CMDB - Hardware Software assets management
- Networking: Able to setup, Manage and maintain CISCO Switches, Routers, Firewalls and VPN concentrators
- Microsoft Servers, Active Directory, GPO,
- Windows Setup / Imaging, upgrading, patching and security posture via Azure AD, Dell KACE, SCCM / MECM and Intune
- Office 365 Administration, setup and configuration
- Mac OSX in the enterprise / JAMF / Parallels / Workspace One
- Data visualization and Manipulation through the use of Advanced Microsoft Excel, DAX, PowerQuery and Microsoft Power BI
- Powershell, Microsoft Power Automate
- information security concepts
Courses Completed
ServiceNow Fundamentals, Microsoft Power BI Desktop for Business Intelligence, PowerShell 6.x Masterclass, Introduction to Service Management with ITIL 4
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