O365
Tom Tierney
IT Helpdesk Manager
Ballwin,MO
Summary
Highly accomplished Help Desk Manager with over 15 years of experience in leading technical support teams and managing complex IT projects within government agencies. Proven track record of delivering exceptional customer service, driving operational efficiency, and implementing innovative solutions to meet organizational goals. Adept at managing multiple concurrent projects, fostering team collaboration, and ensuring seamless integration of new technologies. Skilled in staff development, hiring, and training to cultivate a cohesive and skilled workforce. Excels in identifying and addressing technical issues promptly while maintaining a customer-centric approach. Leveraging strong communication and leadership skills to optimize team performance and exceed service level expectations.
Overview
16
16
years of professional experience
4
4
Certificates
Work History
Tier 2 Task Lead
NuAxis Innovations
St. Louis
7 2021 - Current
- Managed a team of 11 personnel in the Tier 2 Help Desk department, ensuring efficient resolution of technical issues and timely customer support
- Assisted in the hiring process and conducted comprehensive training programs for new staff members, resulting in a cohesive and skilled team
- Implemented report generation procedures to audit team performance and identify areas for improvement, leading to enhanced efficiency and customer satisfaction
- Successfully managed multiple concurrent projects, including: Dell Laptop Deployment Project, OneDrive Migration Project, Physical Inventory Project, and Facility Move Project.
Team Lead
ANADARKO INDUSTRIES
St. Louis
10.2008 - 06.2021
- Managed a team of 8 personnel in the Tier 2 Help Desk department, ensuring efficient resolution of technical issues and timely customer support
- Led numerous hardware and software deployments, managing large-scale projects across multiple fiscal years
- Provided hardware and software support, including installation, configuration, and troubleshooting for various Windows operating systems and Office versions
- Supported VPN and remote support technologies, traced network issues, and provided documentation and training for staff and customers
- Monitored reports for aged tickets and inventory issues, utilizing tools such as Remedy and System Center Configuration Manager (SCCM) to pull data for analysis and reporting
- Interviewed and evaluated candidates, provided leadership and training in policy and procedures, and delivered excellent customer service adhering to Service Level Agreements.
Education
Bachelor of Arts - Political Science
Truman State University
Kirksville, MOSkills
Team Leadership and Development
Inventory Management
Process Improvement and Optimization
Technical Support and Troubleshooting
Project Management
Customer support
Incident management
ITIL framework
Certification
IT Infrastructure Library (ITIL) Foundation Certification - AXELOS.
Work Preference
Work Type
Full TimeLocation Preference
On-SiteRemoteHybridImportant To Me
Work-life balanceCareer advancementCompany CulturePersonal development programsSoftware
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Team Lead
ANADARKO INDUSTRIES
10.2008 - 06.2021
Tier 2 Task Lead
NuAxis Innovations
7 2021 - Current
Bachelor of Arts - Political Science
Truman State University