Tramayne J Roberson
Cincinnati,OH
Summary
Experienced Operations Support Manager with proven success in streamlining business processes for optimal efficiency. Strengths include team leadership, strategic planning, and data analysis to drive operational excellence. Significant impact on previous roles includes reducing costs, improving productivity, and enhancing customer satisfaction through innovative solutions.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Information Systems Operations Support Manager
Hamilton County Job and Family Services
Cincinnati, USA
01.2020 - Current
- Monitor and manage PC techs, Telecom and Helpdesk agents
- Analyze data to help predict call trends and manage helpdesk coverage
- Provide training to new hires and current employees receiving new computer equipment
- Provide technical advice to leadership to determine priority technical projects
- Provide leadership over lifecycle for all building technical equipment including, MFD’s, Network Printers, Personal Printers, scanners, and fax machines
- Manage the budget for the computer support center and help predict budgets for the upcoming year
PC Tech/Mobile Coordinator/Media Liaison
Hamilton County Job and Family Services
Cincinnati, USA
01.2017 - 01.2020
- Deploy and implement Surface Pro Training for the Children Services Department
- Created the work from home computer deployment program during the COVID-19 Pandemic
- Created an Outlook presentation to help upper management understand common uses for Outlook for scheduling, categorizing, and organizing emails
- Provide training to the Children Service staff on SafeAlert
- Lead various PC upgrade projects
- Primary support technical support to executive team
IT Helpdesk Administrator
Atos IT Solutions
Mason, USA
01.2011 - 01.2017
- Created customer accounts in Active Directory, Office O365, and PowerShell for client employment
- Assisted new agents to the service desk with getting trained on applications for the customers and how to best assist the customers with technical issues or problems
- Supported thousands of customers over eight (8) different client accounts
Education
Master of Science - Information Technology Management
Western Governors University
Millcreek, UT07-2024
Bachelor of Music Education -
Northern Kentucky University
Highland Heights, KY05-2008
Skills
- Skilled in Microsoft Office Applications
- Microsoft Office 365
- Office Portal
- Absolute
- Intune
- AirWatch
- Active Directory
- Remote Desktop
- Practical application of statistics
- PowerShell
- SCCM
- Mainframe
- Surface Pro Dock Software Management
- ITIL 4 Foundations
Certification
- ITIL Foundations 4
Accomplishments
- 1st class of NACO Leadership Program in Hamilton County. Invited to give the graduation speech for the class.
References
References available upon request.
Timeline
Information Systems Operations Support Manager
Hamilton County Job and Family Services
01.2020 - Current
PC Tech/Mobile Coordinator/Media Liaison
Hamilton County Job and Family Services
01.2017 - 01.2020
IT Helpdesk Administrator
Atos IT Solutions
01.2011 - 01.2017
Master of Science - Information Technology Management
Western Governors University
Bachelor of Music Education -
Northern Kentucky University
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