Summary
Overview
Work History
Education
Skills
Timeline
Generic

Kevin Razlog

Fraser

Summary

Results-driven IT professional with over 10 years of progressive experience in leading and optimizing technology operations. Proven track record of aligning IT initiatives with organizational goals to drive innovation, enhance efficiency, and deliver exceptional results. Adept at managing cross-functional teams, overseeing complex projects, and ensuring the highest levels of IT security and reliability. Strong communicator and strategic thinker, dedicated to advancing technology solutions that contribute to the overall success of the organization.

Overview

9
9
years of professional experience

Work History

IT Service Desk Lead

Sunrun
03.2023 - Current
  • Addressed user customer service concerns and decided when to escalate problems to specialist team members.
  • Leading by example by performing and ensuring agents are properly trained to perform their daily tasks and duties
  • Develop, implement and maintain a culture of continuous improvement
  • Oversee both short and long term Tier 1 projects
  • Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
  • Generated reports to track performance and analyze trends.

IT Helpdesk Manager

Hitachi Astemo
05.2022 - 03.2023
  • Oversaw Service Now integration 12 locations across the US
  • Supervised a team of 10 IT techs and managed relationships with external vendors and advisers
  • Created processes and workflows for IT processes at all locations
  • Active involvement in employee development through training, coaching and performance management
  • Monitors and measures all performance and results of IT service Desk resources an provides direct and timely performance feedback
  • Developed and tested new product offerings prior to release to assist development team in bug identification.
  • Provide excellent communication to upper management, business partners and other stakeholders in regards to performance
  • Drive continuous improvement into service desk processes through the identification and trending of key performance indicators.

IT Manager/Sr. IT Engineer

Tremec
11.2021 - 05.2022
  • Daily responsibilities include managing day-to-day IT operations, planning, researching, and executing IT projects
  • Develop training and documentation for plant and new hires in the IT department
  • Ordering, tracking and disposal of all IT related assets
  • Directed technical projects in alignment with the organizational goals
  • Supervised team of 2 IT support technicians and managed relationships with external vendors
  • Systemized training materials, reducing onboarding time and increasing company proficiency.

Intermediate Application Technical Support Specialist, II/Team Lead

Fiat Chrysler Automobiles
07.2018 - 12.2021
  • Provide technical support and configuration for all plant IT applications, LAN equipment, infrastructure and daily activities
  • Oversaw 2nd shift crew and assign projects/tasks
  • Managed G Suite migration for the entire plant
  • Develop and implement short term/long term projects and goals
  • Perform data center maintenance
  • Sun downing servers, asset tracking and disposal
  • Training, onboarding and off boarding of staff
  • Remote monitoring of all plant systems and technologies

Application and Support Specialist

Fiat Chrysler Automobiles
08.2014 - 07.2018
  • Provide onsite face to face support for all PCs, hardware and software related issues
  • Configuration and deployment of computer equipment and mobile devices
  • Install or assist with standard and non-standard company software
  • Advance root cause analysis and develop checklists for PC’s, mobile devices, and other technologies
  • Monitoring and tracking loaner equipment for users
  • Logging and documenting issues and resolutions
  • Review customer feedback to ensure satisfactory and timely resolution


Education

Bachelor of Arts - Entrepreneurship, Information Technology

Central Michigan University
Mount Pleasant, Michigan
12.2009

Skills

  • Network Administration
  • System Infrastructure
  • Cybersecurity
  • IT Strategy
  • Project Management
  • Vendor Management
  • Troubleshooting
  • Budget Management
  • Leadership and Team Management
  • Technical Training

Timeline

IT Service Desk Lead

Sunrun
03.2023 - Current

IT Helpdesk Manager

Hitachi Astemo
05.2022 - 03.2023

IT Manager/Sr. IT Engineer

Tremec
11.2021 - 05.2022

Intermediate Application Technical Support Specialist, II/Team Lead

Fiat Chrysler Automobiles
07.2018 - 12.2021

Application and Support Specialist

Fiat Chrysler Automobiles
08.2014 - 07.2018

Bachelor of Arts - Entrepreneurship, Information Technology

Central Michigan University

Similar Profiles

CREATE PROFILE
Kevin Razlog