Brian Thompson

Other degree

Information Technology Management

Aligned Data Centers

IT Support Lead

- Responsible for overseeing and coordinating the Support Team and providing efficient and effective IT assistance within the organization - Foster a collaborative and customer-focused work environment - Oversee the IT Ticketing system to ensure timely response and resolution of all users - Prioritize and delegate support tasks to team members based on urgency and complexity - Acted as an escalation point for complex technical issues and provided hands-on support when needed - Collaborate with other Teams to ensure seamless resolution of cross-functional issues - Conduct regular IT Audits and training sessions to promote IT literacy and self-service solutions - Continuously evaluating and refining IT Support processes to enhance efficiency - Implemented best practices for incident management, problem resolution, and knowledge management - Ensure accurate and up-to-date documentation of support procedures, FAQs, and troubleshooting guides - Promoted the use of knowledge base resources to empower end-users and reduce repetitive support requests - Manage relationships with External vendors and service providers - Procurement and evaluation of the most recent IT Software - Enforce security policies and procedures to protect sensitive tools and software - Provided regular reports on IT support performance, including KPIs and trends - Ensured compliance with relevant industry standards and regulations - Communicated effectively with stakeholders keeping them informed about ongoing issues and resolutions - Prepared & Deployed workstations and other IT-related equipment all over the US - Installed & configured appropriate software according to security and operational specifications - Managed all IT asset management duties including tracking and new orders - Assisted in after-hours remediation of expected hardware and unexpected support issues - Develop & maintain expertise working in various IT systems management and monitoring tools that are used by department tasks - Served as an IT technical point person on projects and other technical business requests - Assist in strategic design and planning for systems, software, and projects - Administration of Microsoft Azure Tenants with Global Admin privileges - Analysis, research, and design for Technical and functional systems - Implementation and development of innovative IT features including AI - Supported global offices - Configure test environments to maintain associated products - Perform and schedule hardware and peripheral equipment improvements upgrades and repairs - Oversaw deployment and testing of building battery backups of building - Oversaw SaaS in an Administrative capacity - Apple Business Manager Administrator - Configure and manage telephone cloud-based systems including call routing, IVR management, system management with CRM, and end-user support - Various tasks related to keeping teams on track and efficient - Ensure SLAs and all other related activities within scope were met - Managed various asset life cycle phases and Technical IT equipment refreshments