Taylor Rogers
Winter Garden,FL
Summary
Results-driven IT professional with 10 years of experience in IT support management, product management, and enterprise systems. Skilled in optimizing support operations, leading cross-functional teams, and driving business process improvements. Adept at leveraging technology to enhance user experience, streamline workflows, and improve operational efficiency. Strong communicator with expertise in mentoring staff, managing system integrations, and delivering data-driven insights.
Overview
10
10
years of professional experience
Work History
IT Support Manager
HMH
05.2021 - Current
- Lead a team of 15 IT support specialists, ensuring high-quality service delivery and customer satisfaction
- Implement ITIL best practices to streamline service operations and improve response times
- Drive process automation initiatives, reducing technical issue resolution times by 30%
- Collaborate with product teams to enhance user experience and address support-driven product improvements
Senior Technical Analyst
HMH
12.2018 - 05.2021
- Managed enterprise-level IT support projects, improving service workflows and user adoption
- Designed and implemented training programs to upskill support teams in emerging technologies
- Automated data integration processes using Python, enhancing system efficiency
Tier II Software Specialist
HMH
06.2016 - 12.2018
- Provided advanced technical support and troubleshooting for enterprise software solutions
- Created knowledge base documentation to improve issue resolution efficiency and self-service support
- Assisted in the testing and deployment of new IT products and services
Junior Systems Administrator
Adacel Systems
08.2015 - 05.2016
- Developed automation scripts to optimize system performance and data management
- Managed virtual machine configurations to enhance IT infrastructure security and reliability
Education
Master of Science - Information Technology
Virginia Tech
Blacksburg, VA05.2020
Bachelor of Science - Information Technology
University of Central Florida
Orlando, FL05.2016
Skills
- IT Support Management: Service operations, incident management, technical support leadership
- Product Management: Product lifecycle, feature development, stakeholder communication
- Technical Leadership: Team management, mentorship, process optimization
- Project Management: Agile methodologies, Scrum, cross-functional collaboration
- Business Intelligence & Data Analysis: Power BI, Tableau, SQL, Python
- Operating Systems & Networking: Windows, Linux, macOS, Active Directory, AWS, VPN
- Tools & Platforms: Jira, Salesforce, Workday, ServiceNow, VMware ESXi
Projects And Accomplishments
- Led a customer support transformation initiative, improving resolution time and satisfaction scores.
- Designed a risk management strategy for an e-commerce platform, identifying security vulnerabilities.
- Spearheaded a data-driven approach to IT support, leveraging analytics to optimize ticket resolution.
Timeline
IT Support Manager
HMH
05.2021 - Current
Senior Technical Analyst
HMH
12.2018 - 05.2021
Tier II Software Specialist
HMH
06.2016 - 12.2018
Junior Systems Administrator
Adacel Systems
08.2015 - 05.2016
Master of Science - Information Technology
Virginia Tech
Bachelor of Science - Information Technology
University of Central Florida
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