SKYLER LEVINSON
Tampa
Summary
Results driven IT Support Manager with 10 years of experience leading high-performing teams and optimizing technical support operations. Proven track record of implementing process improvements, enhancing service delivery, and managing high volume support environments with efficiency. Skilled at driving change by example, fostering collaboration, and applying creative strategies to reduce ticket resolution times, improve customer satisfaction, and strengthen overall IT service quality.
Overview
10
10
years of professional experience
1
1
Certification
Work History
IT Support Manager
Department of Defense
03.2020 - Current
- Directed service quality initiatives by monitoring employee customer interactions, ensuring consistent IT support standards across 10 locations while assisting 250+ end users.
- Analyzed service desk data to identify recurring technical issues, implementing solutions that improved first-call resolution rates and reduced downtime.
- Evaluated team performance and introduced incentives and team building programs, resulting in higher morale and measurable improvements in service response times.
- Partnered with cross functional teams to troubleshoot and resolve complex customer issues, ensuring prompt, professional resolutions that enhanced user satisfaction.
- Tracked KPIs such as ticket closure rates, SLA adherence, and user feedback. Delivered actionable feedback to staff to maintain and exceed quality benchmarks.
- Developed and implemented standardized procedures for handling technical inquiries, leading to more consistent resolutions and reduced escalation rates.
- Created and presented detailed performance and trend reports to leadership, providing data-driven insights that informed IT strategy and resource allocation
Information Technology Specialist
US Army
06.2015 - 06.2019
- Developed and maintained strong client relationships to deliver exceptional customer service and problem resolution.
- Used ticketing systems to manage and process support actions and requests.
- Performed daily system monitoring, verifying integrity and availability of hardware, server resources, systems and key processes.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Controlled and managed server room, wireless network, server infrastructure, audiovisual equipment, laptops and video conferencing equipment.
- Set up network profiles, security permissions and file sharing systems.
- Managed high levels of call flow and responded to technical support needs.
Education
Masters - Cybersecurity
University of Tampa
12-2026
Bachelors - Cybersecurity
St. Petersburg College
01.2024
Skills
- Threat Analysis
- Technical Troubleshooting
- Client Relations
- Python
- Problem-Solving
- Incident Response
- System Administration
- Linux
- Team Leadership
- Network Security
- Help Desk Management
- Communication
Certification
CompTIA Security
Timeline
IT Support Manager
Department of Defense
03.2020 - Current
Information Technology Specialist
US Army
06.2015 - 06.2019
Bachelors - Cybersecurity
St. Petersburg College
Masters - Cybersecurity
University of Tampa
Hobbies and Interests
Cybersecurity, Web3, Travel, Ftiness
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