Lucas Kaiser
Tampa,FL
Summary
Dynamic IT Operations Manager with a proven track record at RateQuote, enhancing system uptime and customer satisfaction through effective IT service management and team leadership. Expert in cloud infrastructure, securities, and tech solutions fostering collaboration and accountability while driving operational efficiencies and compliance with SOC2 and HIPAA standards. Bilingual in German.
Overview
6
6
years of professional experience
Work History
IT Operations Manager
RateQuote
09.2024 - Current
- Lead daily IT operations supporting enterprise systems, networks, end-user computing, and cloud services for over 250 in office and remote users across the US.
- Manage IT team, fostering a culture of accountability, learning, collaboration and customer service drive.
- Collaborate with top management teams to align IT capabilities with business goals, priorities, and long-term strategy.
- Direct organization-wide remote enablement initiative, overseeing planning, deployment, and support to ensure secure, seamless workforce transition.
- Establish and optimize IT service management process (incident, change, problem), improving system uptime and reducing resolution times.
- Manage IT budgets, forecasts, and vendor relationships, driving cost efficiencies while maintaining service quality.
- Oversee cybersecurity posture, access controls, and compliance requirements to mitigate operational and security risks.
- Manage help desk and ticketing system, escalation paths, and workflow automation to ensure consistent service delivery.
- Establish and monitor SLAs, KPIs, and service metrics to improve response time, resolution rates, and customer satisfaction.
Tier 2 IT Software Support Analyst
Aspen Dental Management
Chicago, IL
11.2022 - 09.2024
- Provided technical support to 400 clients via phone, ticket system, and chat, resolving 98% of issues on the first contact.
- Collaborated with tier 1 support team to escalate complex issues and ensure timely resolution.
- Troubleshot hardware and software problems for a wide range of products, including computers, printers, routers, and mobile devices.
- Demonstrated expertise in troubleshooting network connectivity issues by analyzing logs and conducting remote diagnostics.
- Assisted customers in configuring software applications and resolving compatibility issues.
- Documented all customer interactions accurately in the ticketing system for future reference.
- Mentored new team members on technical troubleshooting techniques and best practices.
- Served as a subject matter expert on specific products or technologies within the organization.
- Investigated root causes of critical incidents impacting multiple customers, implementing preventive measures to avoid future occurrences.
- Closely monitored service level agreements (SLAs) to ensure prompt response times and issue resolution targets were met.
- Assisted with remote installations and upgrades for customers, ensuring minimal disruption to their operations.
- Managed and updated asset tracking inventory files.
- Provided end-user training in applications or operating system fundamentals.
IT Support Technician
Simon Hegele Healthcare Solutions
Wood Dale, IL
06.2020 - 11.2022
- Provided technical support to end users, troubleshooting hardware and software issues.
- Managed and resolved help desk tickets in a timely manner, ensuring minimal downtime for users.
- Installed, configured, and maintained computer systems and peripherals.
- Collaborated with cross-functional teams to implement new technology solutions.
- Performed regular system updates and patches to ensure optimal performance and security.
- Conducted user training sessions on software applications and IT best practices.
- Assisted in the development of IT policies, procedures, and documentation.
- Maintained inventory of hardware and software assets, tracking usage and conducting audits as needed.
- Configured network devices such as routers, switches, firewalls for optimal performance.
- Participated in disaster recovery planning exercises ensuring business continuity during unforeseen events.
- Served as a point of contact between end-users and third-party vendors for issue resolution.
Education
Associate of Applied Science - Computer Science
College of Lake County
Grayslake, ILBachelor of Science - Cybersecurity
University of South Florida
Tampa, FLSkills
- Windows and Mac OS
- Chrome and Linux
- Google Workspace and Office 365
- AV and EDR systems
- MDM and network management
- Cloud and on-site infrastructure management
- Asset and security management
- InfoSec auditing and management
- SOP creation and auditing
- IT support (small and large scale)
- On-site and distributed team management
- SOC2 and HIPAA compliance
- Opex planning and forecasting
- Concentrated and widespread automation
- AI development and integration
- Operational and project management
- Key stakeholder collaboration
- Bilingual in German
Accomplishments
- Built an in-house ticket system that integrated with Mondays.com.
- Reduced user licensing costs by $60k (annually) via consolidated licensing structure.
- Oversaw and managed an onsite alarm and monitoring system implementation project and negotiated pricing which resulted in additional savings of $10k.
Timeline
IT Operations Manager
RateQuote
09.2024 - Current
Tier 2 IT Software Support Analyst
Aspen Dental Management
11.2022 - 09.2024
IT Support Technician
Simon Hegele Healthcare Solutions
06.2020 - 11.2022
Associate of Applied Science - Computer Science
College of Lake County
Bachelor of Science - Cybersecurity
University of South Florida