MATTHEW MCGEE
LINDEN,NJ
Summary
Hardworking and motivated IT Manager with 20 years of experience and record of success in the corporate enviroment Solid history balancing team performance, customer service targets and business objectives. Dedicated to working closely with employees to maximize productivity and optimize procedures. Decisive leader with good planning and organizational skills.
Overview
21
21
years of professional experience
1
1
Certification
Work History
IT SUPPORT MANAGER
ABM INDUSTIRES
02.2020 - 10.2023
- Manage 10 technicians located throughout the US and UK supporting corporate and remote client sites
- Provide VIP White Glove Support to Executive level
- Tracked Asset Lifecycle using ServiceNow from build, deployment to disposal
- Maintain Hardware Asset inventory for various locations across the company
- Worked with ITAM manager to integrate computer deployment from vendor to onsite technicians building and deploying
- Communicated directly with IT Senior Management on a regular basis to provide updates on projects and high-profile issues
- Work directly with the Helpdesk Manager to streamline Helpdesk and Desktop Support procedures and policies for more efficient service
- Assisted with the integration of a new Helpdesk vendor, Training, SOP, Knowledge Catalog, Collaborated with Device Engineering team to develop image and software policy
- Perform 6 month and yearly performance reviews for Desktop Support staff
- Interview candidates for Deskside Support and VIP Support positions Support HP, Dell and Apple computers, iPhone, iPad, and Android devices.
SUPERVISOR, DIGITAL WORKPLACE SUPPORT SERVICES, EAST REGION
PEARSON
07.2015 - 02.2020
- Supervise 12 technicians in the Eastern US supporting corporate and remote offices
- Ensure users are provided efficient, effective, and timely support on a daily basis; manage staff scheduling to ensure optimal coverage and responsiveness
- Drive team goals for ticket and quality performance based on performance standards
- Executive white glove support for leadership team
- Supervised Salesforce hardware support
- Manage ServiceNow queue Ensure that daily, weekly, and monthly metrics key performance indicators and status reports are completed and continually improved to meet the needs of the department
- Asset Management- Plan with procurement team the hardware orders for the various sites in the region
- Coordinate and assign hardware deployments, work with Business Units to plan and schedule major rollouts
- Provide staff leadership, direction, supervision, training, and careen development
- Interviewed and screened all potential candidates for Desktop Support technician positions
- Work with procurement and End User Experience team to approve hardware standards Support HP, Dell, Apple computers, iPhone, iPad, and Android devices.
IT SITE LEAD / DESKTOP SUPPORT SUPERVISOR
INNOVATIVE TECHNOLOGY SOLUTIONS (PEARSON)
03.2003 - 07.2015
- Worked as a liaison between Pearson and ITS management
- Supervised Pearson and ITS contractors, managed workflow for all technicians
- Managed ServiceNow and Remedy queues
- Ensure users are provided efficient, effective, and timely support on a daily basis; manage staff scheduling to ensure optimal coverage and responsiveness
- Drive team goals for call, ticket, and quality performance based on performance standards
- Ensured that daily, weekly, and monthly metrics, key performance indicators, and status reports are completed and continually improved to meet the needs of the department
- Managed 3 ServiceNow ticket queues 2 US and 1 Canada
- Monitored service levels to ensure SLA targets were met
- Coordinated support for remote sites without local support
- Asset management – tracked and maintained hardware inventory for 3 sites
- Planned and implemented business unit hardware rollouts
- Supported video conferencing, Polycom My Meeting, Google Hangout
- Experience supporting corporate executives and high-profile users.
SR DESKSIDE SUPPORT TECHNICIAN
INNOVATIVE TECHNOLOGY SOLUTIONS (PEARSON)
03.2003 - 03.2007
- Provided support and knowledge to deskside support team
- Collaborated with other tech groups on projects outside of the scope of deskside support, domain collapse, exchange upgrade, etc
- Supported VIP users
- Built and maintained Ghost image
- Worked with engineering group to analyze and target any potential issues
- Planned and implemented projects, software, hardware upgrades, etc
- Tested new software and provided results to management.
Education
Some College (No Degree) - Business Adminsitration
Union County College
Cranford, NJSkills
- Staff Development
- Schedule Preparation
- Key Performance Indicators
- Staff Management
- Performance Evaluations
- Team Leadership
Certification
- COMPTIA A+, NETWORK +
- MCP - MICROSOFT CERTIFIED PROFESSIONAL
- MCDST - MICROSOFT CERTIFED DESKTOP SUPPORT TECHNICIAN
- ITIL V3 FOUNDATIONS
Timeline
IT SUPPORT MANAGER
ABM INDUSTIRES
02.2020 - 10.2023
SUPERVISOR, DIGITAL WORKPLACE SUPPORT SERVICES, EAST REGION
PEARSON
07.2015 - 02.2020
IT SITE LEAD / DESKTOP SUPPORT SUPERVISOR
INNOVATIVE TECHNOLOGY SOLUTIONS (PEARSON)
03.2003 - 07.2015
SR DESKSIDE SUPPORT TECHNICIAN
INNOVATIVE TECHNOLOGY SOLUTIONS (PEARSON)
03.2003 - 03.2007
Some College (No Degree) - Business Adminsitration
Union County College
- COMPTIA A+, NETWORK +
- MCP - MICROSOFT CERTIFIED PROFESSIONAL
- MCDST - MICROSOFT CERTIFED DESKTOP SUPPORT TECHNICIAN
- ITIL V3 FOUNDATIONS
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