KESHIA GRIFFIN
Austin,TX
Summary
Exceptional leadership abilities demonstrated through effectively guiding and motivating IT teams to achieve project objectives and meet performance targets.
Proven track record of building high-performing teams through talent acquisition, training, and mentorship, fostering a collaborative and inclusive work environment.
Proactive and approachable leadership style, with a commitment to actively listening to team members' feedback and ideas, valuing their contributions, and empowering them to succeed.
Strong decision-making abilities, with a focus on data-driven analysis and strategic thinking to effectively prioritize initiatives and allocate resources for maximum impact.
Experienced in providing technical support and guidance to users across various platforms, ensuring seamless functionality and user satisfaction.
Skilled in effectively utilizing diverse helpdesk ticketing systems, with specialized proficiency in ServiceNow.
Knowledgeable IT Manager oversees technology deployment and maintenance. Instructs and leads IT staff members in support of hardware, software and networking infrastructure. Actively works with executives to determine and implement tech needs. Manages technology strategy, training and documentation.
Overview
2026
2026
years of professional experience
Work History
IT Manager
Digital Realty
06.2024 - Current
- Lead and coordinate IT projects for the executive office, overseeing planning, execution, and delivery across multiple stakeholders.
- Build and maintain strong relationships with executive leaders, department heads, and external vendors to ensure high-quality IT service and solutions.
- Provide oversight of enterprise-level IT systems, ensuring availability, security, and performance for executive users.
- Drive technology adoption and change management within the executive office, ensuring alignment with global IT standards and policies.
- Manage vendor relationships and contract negotiations to optimize IT services and cost efficiency.
- Act as escalation point for executive technology needs, proactively identifying risks and ensuring timely resolution.
- Collaborate with cross-functional teams (Security, Infrastructure, Applications) to deliver consistent and reliable IT services to the executive team.
- Monitor and report project status, risks, and progress directly to the Global IT Director, ensuring transparency and accountability.
Senior Hardware Solution Architect/ IT Project Coordinator
A.P. Moller - Maersk
6 2023 - 06.2024
- Defined project scope, objectives, and deliverables in collaboration with Project Managers to align with organizational goals and IT requirements
- Collaborated with other IT - Teams, including system Implementation (CRM, WMS, TMS), software deployment, and infrastructure
- Lead planning, execution, and delivery of IT projects; develop project plans and schedules, and track progress against milestones and deadlines
- Managed project resources to ensure efficient utilization and optimal team performance; communicate project status and key metrics to stakeholders
- Conducted post-implementation reviews and lessons-learned sessions to capture insights and drive continuous improvement
- Contributed to the successful completion of numerous high-profile projects by providing expert guidance on technology strategy, infrastructure design, and implementation best practices.
- Assisted with o365 company migration, moved computers from traditional domain joined end points to Modern Managed, Used SCCM to filter non- compliant computers
- Provided SOPs to end-users during application migrations
- Collaborated with cabling vendors and ISPs to fulfill operational networking requirements
- Supported customer inquiries, gathering information to address their networking needs effectively.
Senior IT Lead
A.P. Moller - Maersk
01.2021 - 06.2023
- Led a team of 10 technicians in delivering technical support and services, enhancing end-user experience across NAM.
- Developed and enforced IT policies and procedures, promoting technology infrastructure security and reliability.
- Managed comprehensive hardware, software, and network system maintenance, ensuring efficient operation and issue resolution.
- Assisted in configuring switch ports for optimal VLAN assignment, ensuring efficient network segmentation
- Conducted WiFi troubleshooting including heatmap analysis and addressing dead spots for improved coverage
- Utilized various online and offline sources to find talented technical candidates and prepare for screening process.
- Conducted phone interviews to assess applicants relevant knowledge, skills, experience and aptitudes.
- Partnered with departmental managers to ascertain hiring needs and subsequently provide candidate recommendations.
- Coordinated IT operations activities to deliver smooth flow of daily business needs.
- Conferred with executives to advise and plan for short-term and long-term IT system upgrade needs.
- Coordinated technical training and personal development classes for staff members.
- Collaborated with other departments to help meet IT needs and properly integrate and secure systems.
- Exercised leadership capabilities by successfully motivating and inspiring others.
- Administered annual job performance reviews for technicians, delivering constructive feedback, and assessed new year objectives.
Information Technology Help Desk Analyst
Performance Team (A.P. Moller - Maersk)
04.2020 - 01.2021
- Provided Tier 2 and 3 technical support to end-users via phone, email, SNOW, and on-site support for hardware, software, and network- related issues
- Diagnosed and resolved technical problems related to desktops, laptops, printers, and mobile devices
- Logged and tracked support tickets using ServiceNow, ensuring timely resolution and escalation when necessary
- Collaborated with other IT departments to escalate and resolve complex technical issues
- Assisted in setting up, configuring, and deploying new hardware and software
- Conducted user training sessions on software applications and IT best practices
- Maintained accurate records of hardware and software inventory.
Technology Support Administrator
Williams-Sonoma Inc
09.2017 - 03.2020
- Resolved technical issues and managed ServiceNow ticketing system, ensuring adherence to service level agreements and effective communication with stakeholders
- Maintained and deployed a range of technology equipment, including desktops, laptops, and specialized warehouse technology, while implementing software solutions via System Center Configuration Manager
- Conducted basic server administration tasks and provided support for LAN/WAN networks, VPN connectivity, and troubleshooting of connectivity issues
- Delivered second and third-level IT support for various technologies such as Windows 10, Active Directory, network services, and Zoom, enhancing overall system efficiency and user satisfaction.
Technical Support Analyst
Westfield LLC.
11.2016 - 07.2017
- Administered the technical support ticketing system, ensuring resolution of user and server issues in compliance with service level agreements and generating performance reports
- Provided technical assistance, including remote and deskside support, to over 500 employees, resolving software and hardware incidents within established timeframes
- Managed Office 365 user accounts, configured Cisco VOIP telephony, and facilitated the adoption of key software applications through comprehensive training programs.
Education
Associate of Arts - Network System Administration
ESI Technical Institute
Torrance, CABachelor of Arts - Computer Technology
California State University Dominguez Hills
Carson, CA2012
Skills
- Efficient hardware maintenance and support
- Understanding of iOS and Android operating systems
- OS Microsoft Windows, Ubuntu : Imaging (PC), Resolving software conflicts, Diagnostic log analysis, Imaging
- Training & Talent Development
- Experienced with Azure AD, Intune, and SCCM
- Project management tools: JIRA, Kanban, Asana
- Video conferencing and voice solutions
- Proficient in ServiceNow and Zendesk
- Technology Migration
- Team Development
- Teamwork and Collaboration
- IT asset oversight
- Reliable and accountable
- Flexible in dynamic environments
Timeline
IT Manager
Digital Realty
06.2024 - Current
Senior IT Lead
A.P. Moller - Maersk
01.2021 - 06.2023
Information Technology Help Desk Analyst
Performance Team (A.P. Moller - Maersk)
04.2020 - 01.2021
Technology Support Administrator
Williams-Sonoma Inc
09.2017 - 03.2020
Technical Support Analyst
Westfield LLC.
11.2016 - 07.2017
Senior Hardware Solution Architect/ IT Project Coordinator
A.P. Moller - Maersk
6 2023 - 06.2024
Associate of Arts - Network System Administration
ESI Technical Institute
Bachelor of Arts - Computer Technology
California State University Dominguez Hills