KYLE SCHUR
Chapel Hill,NC
Summary
A dynamic and results-driven IT Leader with over 14 years of experience delivering complex technology solutions across various industries. Proven track record in managing teams, budgets, and resources to achieve business objectives, while consistently exceeding executive and customer expectations. Skilled in implementing ITSM, optimizing infrastructure and operations, and driving digital transformation initiatives. Strong expertise in SaaS, cloud technologies, data analytics, and project management. A collaborative leader with excellent communication, negotiation, and management skills. A strategic thinker who can translate business goals into technology solutions that drive competitive advantage and innovation.
Overview
13
13
years of professional experience
10
10
Internation direct reports
5
5
Certifications
6
6
Company awards
Work History
IT Operations Manager
Avalara
02.2019 - Current
- Manages multi-cultural, global IT team of 10 providing exemplary support to 5000+ Avalara employees, contractors, and partners.
- Leads and supports IT Operations staff in multiple roles, and completes technical projects in alignment with department and company goals, including automation efforts and support of 300+ applications, systems, and core procedures to promote efficiency.
- Executes comprehensive training programs for new and existing IT staff, driving attainment of superior level of customer service.
- Establishes streamlined, standardized onboarding experience weekly for average of 100 new hires monthly.
- Develops and maintains Annual Operating Plan, leveraging data-driven insights for informed decision-making to increase efficiency of IT team.
- Controls costs to keep department operating within budget and increase profits.
IT Manager, System Engineer II
Compli
02.2018 - 02.2019
- As first internal IT staff member hired, assumed dual role of IT Manager and System Engineer for growing SaaS Startup, leading establishment of IT department, maintaining internal IT infrastructure, and supervising Interns to ensure impeccable IT support.
- Provided comprehensive IT support, establishing standards for managing Problems, Incidents, and Requests in accordance with ITIL standards.
- Led development of customized strategies in collaboration with corporate executives to establish company's inaugural internal IT department, effectively addressing organizational challenges.
- Developed and enacted robust programs including Knowledge Management, Asset Management, and Disaster Recovery to ensure business continuity.
- Configured, deployed, tested, and maintained system and network infrastructure to optimize uptime, stability, and performance of 100 end user devices.
- Oversaw and mentored IT interns, ensuring their professional growth through training initiatives.
System Administrator II
Netsmith
03.2013 - 02.2018
- Swiftly and proficiently resolved Tier 2 and Tier 3 IT incidents/requests for all customers.
- Successfully set up and maintained servers, domains, networks, and VPNs for hundreds of small businesses.
- Responsible for maintaining server/network architecture, deployments, and administration for clients, encompassing both on-premise and cloud-based systems.
- Implemented proactive preventive maintenance schedules to minimize downtime and hardware issues.
- Engaged with users to assess and understand their specific technology needs and requirements.
IT Specialist I
Department Of State Hospitals-Atascadero
03.2010 - 10.2012
- Effectively handled and resolved Tier 1 and Tier 2 tickets, ensuring timely escalation to Tier 3 or Infrastructure/Engineering teams when necessary.
- Performed setup, configuration, and maintenance of computer systems, peripherals, and network devices, ensuring optimal performance and user productivity.
- Led end-to-end management of new system imaging, deployment, and reimaging and redeployment of reclaimed systems.
- Documented and tracked support requests, troubleshooting steps, and resolutions comprehensively, contributing to knowledge base for future reference and streamlined issue resolution.
Education
Associate of Science - Computer Science
Cuesta College
San Luis Obispo, CA2013
Certification
- FOA CFOT, Fiber Network Cabling Certification
- C.A., Computer and Network Maintenance
- C.A., Computer Networking Specialist
- C.S., Computer Repair
- ITILv4
- Tanium Operations and Security Essentials
- Gallup Management Development Program (Coach To Win)
Skills
- IT Service Management (ITSM)
- System Administration
- Server, Network Infrastructure
- Risk Management
- Project Management (Agile/Lean)
- SDLC
HARD SKILLS
- Python
- Leadership
- Communication
- Problem Solving
- Adaptability
- Strategic Thinking
SOFT SKILLS
Accomplishments
- Promoted two times (IT Operations Specialist Lead in 2021; IT Operations Manager in 2022).
- Led a high-performing team that achieved the highest global record for issue resolutions, averaging over 2000 cases per month, while maintaining an exceptional customer satisfaction rating of 96%.
- Won "Avalara Spirit" annual company award in 2022.
- Realized over 20% annual cost savings by streamlining IT management, eliminating redundant or irrelevant applications and systems.
- Contributed to over 10% increased sales revenue in 2018 by developing and deploying new SalesForce implementation.
- Maintained highest ratio of billable hours to work hours (consistently 26+ billable hours per week).
- Consistently maintained highest customer satisfaction rating (98% CSAT rating).
- Upgraded 2000+ end user client workstations from Windows XP to Windows 7.
- Won department award for "Rookie of the Year".
Avalara
Compli
Netsmith
Atascadero State Hospital
Timeline
IT Operations Manager
Avalara
02.2019 - Current
IT Manager, System Engineer II
Compli
02.2018 - 02.2019
System Administrator II
Netsmith
03.2013 - 02.2018
IT Specialist I
Department Of State Hospitals-Atascadero
03.2010 - 10.2012
Associate of Science - Computer Science
Cuesta College
Hobbies
- IoT/home automation, and home network lab
- PC building, gaming nerd, etc.
- Musician: guitar, piano, violin, voice, and drums
Hobbies
- IoT/home automation and home network lab
- PC building, gaming
- Musician: guitar, piano, violin, voice, and drums
Hobbies
- IoT/home automation and home network lab
- PC building, gaming
- Musician: guitar, piano, violin, voice, and drums
Hobbies
- IoT/home automation and home network lab
- PC building, gaming
- Musician: guitar, piano, violin, voice, and drums
Hobbies
- IoT/home automation and home network lab
- PC building, gaming
- Musician: guitar, piano, violin, voice, and drums
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