Samantha Stevens
Buxton,NC
Summary
Insightful Information Technology Manager with over ten years of IT leadership experience including oversight of infrastructure, application support and security services. Dedicated to customer satisfaction with focused delivery of technical solutions. Proven leader in directing operations, maintenance and support of complex systems. Develops creative business solutions, leveraging diverse methodologies and delivering engineering solutions for leading organizations. Highly adept in request for proposal development, technology needs assessments and staff training.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Founder and Principal Consultant
Hatteras Technologies
11.2017 - Current
- Spearheaded business development and strategic planning, resulting in a 20% annual growth in client base
- Delivered comprehensive IT solutions for small to medium-sized businesses, including network setup, cybersecurity implementation, and cloud services integration
- Cultivated strong client relationships through personalized service and consistent delivery of tailored IT solutions, achieving a 95% client retention rate
- Regularly pursue professional development opportunities, including various channel partner certifications, to remain at the forefront of evolving IT technologies
- Coordinated with a team of freelance developers, designers, and vendors for various projects, enhancing team productivity and project turnaround time.
- Established a successful business by identifying market needs and developing innovative solutions.
IT Client Services Manager
Massimo Zanetti Beverage USA
02.2021 - 07.2022
- Oversaw desktop technology and supports multi-site IT infrastructure in the US, including Microsoft Windows-related operations
- Lead multiple projects, overseeing technical staff to ensure client needs are met and improving processes according to ITIL standards
- Managed client relationships, addressed direct tickets as needed, and develops SOPs for enhanced IT infrastructure management
- Defined and developed a Service Catalog, Service Delivery, Service Portfolio, and also implemented a new ITSM Platform in the direction towards ITIL v4 as a best practice for service management
- Developed and implemented Service Level Agreements (SLAs) to establish and define problem resolution expectations and timeframes
- Implemented Change and Release Management processes
- Created and maintained IT documentation and SOPs Established Key Performance Indicators (KPIs) to analyze Service Desk performance, activities
- Completed staff reviews and appraisals, and develop personal development plans
- Oversaw all Service Desk activities and responded to escalated service desk incidents and requests
- Monitored help tickets from end-users in order to ensure and improve quality of service
- Responsible for developing and implementing technical service restorations and troubleshooting procedures for identifying, testing and diagnosing computer system and peripheral equipment faults
- Ensured working practices and processes were standardized and repeatable to support Service Desk activities.
- Collaborated with cross-functional teams to ensure timely delivery of projects, meeting or exceeding client expectations.
IT Client Services Manager III
Elizabeth City State University
07.2019 - 05.2020
- Managed, mentored, coached, scaled, and provided leadership to a team of 15 Service Desk Technicians, students, and temporary staff who supported over 2,000 desktops and laptops on, Windows XP, 7, and 10
- Focused on recruitment, mentoring, performance management, and fostering professional growth and technical expertise
- Maintained a deep understanding of institutional technology, continuously assessing and deploying innovative solutions to enhance efficiency and modernize outdated systems and procedures
- Led cross-functional initiatives and collaborated with institution stakeholders, providing budget management and strategic reporting to senior leadership
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Actively participated in setting the institution's strategic IT direction
- Contributed to the development and enforcement of operational standards using ITIL methodology
- Developed and implemented Service Level Agreements (SLAs) to establish and define problem resolution expectations and timeframes
- Implemented Change and Release Management processes
- Created and maintained IT documentation and SOPs Established Key Performance Indicators (KPIs) to analyze Service Desk performance, activities
- Managed the service desk organization to ensure team and individual performance levels consistently met or exceeded the needs of clients/users
- Completed staff reviews and appraisals, and develop personal development plans
- Oversaw all Service Desk activities and responded to escalated service desk incidents and requests
- Responsible for developing and implementing technical service restorations and troubleshooting procedures for identifying, testing and diagnosing computer system and peripheral equipment faults
- Ensured working practices and processes were standardized and repeatable to support Service Desk activities.
IT Manager
Outer Beaches Realty
04.2013 - 07.2019
- Led Information Technology operations; recruited and supervised team members, established policies/procedures, and administered department budget
- Spearheaded technology planning and coordinated network/telephony system management, including upgrades and migrations
- Monitored and reported on key metrics to track cost-effectiveness, prepared written reports, presentations, and correspondence
- Installed and configured Access Points mounted physical servers in racks
- Managed operating system upgrade of 60 workstations, completing project two months ahead of schedule
- Restored company infrastructure to operational status in three (3) days after a massive fire destroyed head office and all technical equipment
- Managed all aspects of technology for new office building from design to completion
- Planned, supported and achieved companywide Outlook migration to Office 365.
Education
Bachelor of Science in Business Education, Information Technology concentration -
North Carolina Agricultural And Technical State University
Greensboro, NC12.2020
Associate of Arts in Liberal Arts and Sciences -
College of The Albemarle
Elizabeth City, NC07.2017
Skills
- Leadership
- Operational Management
- Strategic Planning
- Disaster Recovery
- Training & Development
- Infrastructure Management
- Budget Optimization
- Customer Service
- Cross-Functional Collaboration
- Vendor Management
- Network Administration
- Microsoft 365 & Azure
- Marketing
- Entrepreneurial and Innovative
Accomplishments
Beta Gamma Sigma International Business Honor Society
Certification
ITILv4 Foundations Certification
Timeline
IT Client Services Manager
Massimo Zanetti Beverage USA
02.2021 - 07.2022
IT Client Services Manager III
Elizabeth City State University
07.2019 - 05.2020
Founder and Principal Consultant
Hatteras Technologies
11.2017 - Current
IT Manager
Outer Beaches Realty
04.2013 - 07.2019
Bachelor of Science in Business Education, Information Technology concentration -
North Carolina Agricultural And Technical State University
Associate of Arts in Liberal Arts and Sciences -
College of The Albemarle
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