Thomas Lutz
Harrison,OH
Summary
Accomplished IT Manager with a proven track record at Communicare Family Of Companies, enhancing operational efficiency and user satisfaction through strategic IT solutions and team leadership. Expert in IT procurement and technical troubleshooting, I've driven significant cost savings and fostered a culture of teamwork and collaboration. Achieved a robust IT service framework, ensuring quality and excellence in project delivery.
Overview
13
13
years of professional experience
Work History
IT Manager of Services and Applications
Communicare Family Of Companies
12.2022 - Current
- Developed custom IT solutions to address specific business needs, driving operational improvements and cost savings.
- Collaborated with other departments to help meet IT needs and properly integrate and secure systems.
- Reduced downtime by promptly addressing hardware and software issues, ensuring minimal impact on business operations.
- Optimized helpdesk performance through process improvements, enabling faster response times and increased user satisfaction levels.
- Managed vendor relationships for hardware, software, and services procurement, ensuring quality products at competitive prices.
- Established a robust IT service management framework based on industry standards such as ITIL, driving quality improvements and operational excellence.
- Streamlined processes through the automation of routine tasks, increasing team productivity and reducing manual effort.
- Led a skilled IT team in providing exceptional technical support, fostering a collaborative environment that promoted professional growth.
- Conducted regular performance evaluations to identify areas for improvement and develop targeted action plans for continuous enhancement of IT services.
Procurement Specialist
Communicare Family Of Companies
11.2020 - Current
- Tracked purchase orders and followed up with vendors and carriers to support timely deliveries.
- Managed a diverse portfolio of suppliers, ensuring timely delivery of goods and services at competitive prices.
- Developed and maintained detailed records of all procurement activities for accurate tracking and reporting purposes.
- Maintained ongoing communication with suppliers to promote workflow and respond to inquiries.
- Improved supplier relationships through regular communication and collaboration, enhancing overall service quality.
- Oversaw inventory control, accounting, and supply reports.
- Mentored junior procurement team members, sharing expertise and fostering a culture of continuous learning and development.
- Drove standardization across procurement processes which resulted in greater consistency, improved efficiency, and reduced errors.
Technical Support Representative
Communicare Family Of Companies
08.2019 - Current
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Used ticketing systems to manage and process support actions and requests.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
- Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
- Managed high levels of call flow and responded to technical support needs.
Technical Specialist
E&B Natural Resources
06.2011 - 07.2019
- Trained junior technicians on industry best practices and company-specific procedures, fostering a culture of continuous learning and professional growth.
- Provided exceptional customer support, resolving complex technical issues with effective communication skills.
- Completed troubleshooting and diagnostics on company resources.
- Managed multiple high-priority projects simultaneously, consistently meeting deadlines while maintaining attention to detail.
Education
Bakersfield Community College
Bakersfield, CASkills
IT Asset Management
Application support
IT Procurement
Technical Troubleshooting
Team Development
Teamwork and Collaboration
Project Planning
Project Leadership
IT infrastructure proficiency
Staff hiring
Timeline
IT Manager of Services and Applications
Communicare Family Of Companies
12.2022 - Current
Procurement Specialist
Communicare Family Of Companies
11.2020 - Current
Technical Support Representative
Communicare Family Of Companies
08.2019 - Current
Technical Specialist
E&B Natural Resources
06.2011 - 07.2019
Bakersfield Community College
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