JOHN STROPE
Fort Mill,SC
Summary
IT Senior Support specialist with over 20 years of proven experience in support and projects, expert in technical team leadership, help desk ticketing systems and inventory management. My key achievements include enhancing help desk ticketing systems, delivering award-winning call resolution rates 2015 , 2016 , 2017 , award-winning customer service and managing 6 contractors in the setup of workstations for 150 employees during service transitions at Truist Securities. I am eager to move back into a Lead Support position where I can bring my skills to support your mission of delivering reliable and efficient technology solutions.
Overview
19
19
years of professional experience
Work History
LEAD LINE COOK/PIT MASTER
Jim N Nicks
Indian Land, USA
01.2024 - Current
- Mastered pit barbecue techniques, managing wood - fed smokers to produce signature smoked meats with exceptional flavor and texture
- Led a high-volume kitchen team in a fast-paced restaurant environment, ensuring timely and consistent delivery of quality dishes
- Streamlined workflow and enhanced communication between kitchen stations to improve order turnaround times
- Managed daily restaurant operations, ensuring compliance with health and safety regulations while maintaining high standards of food quality and customer service
- Trained and mentored junior kitchen staff, cultivating collaboration and efficiency in the kitchen
BACK OFFICE SUPPORT LEAD
TIAA
Charlotte, USA
06.2023 - 03.2024
- Delegated tasks and provided technical guidance to 8-person team to resolve complex issues and maintain workflow
- Coordinated purchase of backfill devices and scheduled pickup of end-of-life devices with third-party vendor
- Maintained accurate inventory of all desktops, laptops and associated peripherals
- Assigned equipment to desktop technicians for timely processing and issuance to new hires
SENIOR SYSTEMS ANALYST
Truist Securities
Charlotte, USA
07.2021 - 11.2022
- Provided desk side and remote executive support to Truist Securities members, resolving technical issues through email, telephone, and hands-on assistance
- Set up workstations and laptops for 100 migrating employees by configuring systems, verifying networking connectivity and installing and testing hardware and software
- Employed change management techniques to facilitate seamless transitions during hardware and software implementations
- Performed system analysis, documentation, testing, implementation, and user support for platform transitions
- Coordinated with business partners and internal stakeholders to enhance scheduling of repair and upgrade jobs, effectively managing resource availability
LEVEL 3 DESKTOP SUPPORT SPECIALIST
American Airlines
Charlotte, USA
12.2007 - 09.2020
- Provided technical support for American Airlines in Charlotte Douglas International Airport and all southeast regional airports
- Serviced and troubleshot ticket kiosks and ticket counters to ensure operational efficiency at multiple airport locations
- Managed IT stock and inventory, ensuring availability of critical equipment for support teams
- Served as subject matter expert for Cherwell ticketing and inventory system, providing guidance and support to team members.
- Utilized Service Desk Express for ticket and inventory management
- Enhanced helpdesk ticketing system, resulting in reduction in support call turnaround time with awards for highest ticket resolution for 2015, 2016, and 2017
- Coordinated 3 team members to patch a network, image computers, and test peripherals for installation in a new building.
- Participated as a member of the kiosk refresh project which involved upgrading airport kiosks to Windows 10
Skills
- Change Management
- Team Collaboration
- Management
- Scrum
- Jira
- Ticketing Systems
- ITIL
- Active Directory
- Microsoft Outlook
- Expert Communications
Certifications Courses
- CompTIA A+
- CompTIA Network+
- ITIL 4
- PSM 1
Timeline
LEAD LINE COOK/PIT MASTER
Jim N Nicks
01.2024 - Current
BACK OFFICE SUPPORT LEAD
TIAA
06.2023 - 03.2024
SENIOR SYSTEMS ANALYST
Truist Securities
07.2021 - 11.2022
LEVEL 3 DESKTOP SUPPORT SPECIALIST
American Airlines
12.2007 - 09.2020