Service Desk It

ANDRÉ R. MCCARROLL

*** **** **** ***** ******, IL 60435 **************@*******.*** 630-***-**** INFORMATION TECHNOLOGY INFRASTRUCTURE SPECIALIST

ITIL-Certified Proven Leadership in IT Infrastructure & Operations ITSM Lifecycle Innovative IT Infrastructure Specialist with extensive experience in managing complex IT environments. Known for delivering efficient, results-driven solutions in IT Service Management. CORE COMPETENCIES

● ITSM & Change Management: ITIL-based Complete Change Lifecycle Management, ITIL v3 Foundation

● Data Backup & Recovery: Veeam Backup & Replication, EMC Data Domain, Synology

● Monitoring & Networking Tools: Paessler PRTG, SolarWinds NPM, ManageEngine OpManager, Ping Plotter

● Endpoint Security: Cylance Protect, Symantec Endpoint Protection

● ITSM Solutions: Solarwinds Samanage, ManageEngine Service Desk, ServiceNow, Jira, Confluence

● Virtualization & Desktop Support: VMware, XenApp/XenDesktop, Windows 10, Mac, Office 365 Administration

● Mobile Device Management: iOS, Android, Microsoft InTune Cloud-based Device Management

● Automation & Scripting: PowerShell, Active Directory, Group Policy Administration

● Remote Administration: DameWare, LogMeIn Rescue, TeamViewer, Splashtop Viewer

● Networking: TCP/IP, DNS, DHCP, VPN

● Desktop Deployment: Baramundi, SmartDeploy, MDT, Veeam Endpoint PROFESSIONAL EXPERIENCE

Lion Electric, Joliet, IL

IT Manager

August 2023 – Present

● Lead daily IT operations for a 1 million square foot electric vehicle manufacturing facility.

● Managed key vendor relationships and coordinated infrastructure setup from inception to full operation.

● Implemented building-wide badged entry systems and data cabling infrastructure.

● Collaborated with a Canada-based infrastructure team to establish ITSM processes for the plant.

● Managed a cross-border team of IT professionals, driving continuous improvement through ITIL practices.

WittKieffer, Oakbrook, IL

Service Desk Manager

October 2018 – July 2022

● Led a Service Desk team supporting one of the top US professional advancement firms.

● Achieved 100% employee uptime during the COVID-19 pandemic through remote solutions, ensuring business continuity.

● Administered over 45 servers and established the company's webinar/podcast offerings during remote work.

● Developed and maintained service level agreements, provided KPI reporting, and enhanced service delivery through regular team training and development. ALDI, Aurora, IL

IT Specialist - Backup Infrastructure Engineer

October 2017 – October 2018

● Managed daily backup, storage, and recovery operations for the $16.4 billion ALDI Corporation.

● Improved data backup efficiency by 30% and contributed to a major server room upgrade.

Enesco LLC, Itasca, IL

IT Infrastructure Analyst

August 2016 – January 2017

● Supported ITIL-based practices and workflows, enhancing problem management and reporting.

● Managed SharePoint accounts, desktop imaging, and remote support for regional clients.

PLS Financial, Oakbrook, IL

Service Desk Manager

September 2015 – August 2016

● Unified Helpdesk and Production Support into a 12-person Service Desk model.

● Monitored network performance, facilitated change management, and mentored Service Desk Specialists.

Witt-Kieffer, Oakbrook, IL

Senior Infrastructure Analyst / Change Management

December 2010 – September 2015

● Led infrastructure changes, utilizing ITIL processes for planning, testing, and documenting projects.

● Managed a XenDesktop environment, backup solutions, and endpoint protection, maintaining business continuity during critical incidents. Education: High School Diploma, Proviso East High School, Maywood, IL

● Certifications:

ITIL v3 Foundation Certificate in IT Service Management

Contact this candidate