Cedric H. Skipper
Information Technology Support Manager, Insurance
Denver, CO · (303) 555 0174 · name@example.com · linkedin.com/in/cedrichskipper
Key Qualifications
EXPERIENCE
Fourteen years in information technology support including seven years managing service desks
INDUSTRIES
Insurance, clinical laboratories, managed services
SPECIALTIES
Service desk ownership, staffing and scheduling, service level management, vendor contracts
SYSTEMS
ServiceNow, Microsoft Intune, Active Directory, Okta, Zscaler
CREDENTIALS
Information Technology Infrastructure Library Foundation, Computing Technology Industry Association A Plus, Project Management Institute member
EDUCATION
Bachelor of Science in management information systems, University of Colorado Denver
Executive Summary
Support manager who owns the service desk for a regional insurer, running a team of eighteen analysts and technicians across two shifts. Fourteen years in support, seven of them leading. Focused on staffing the queue properly, measuring what leadership actually cares about and keeping the team from burning out.
Signature Achievements
- Raised the service desk from seventy one percent to ninety four percent of tickets inside target over eighteen months without adding headcount beyond one analyst.
- Cut analyst turnover from thirty eight percent to eleven percent a year by rebuilding the shift schedule and adding a documented promotion path.
- Saved two hundred forty thousand dollars over three years by renegotiating the endpoint hardware contract and moving from a three year to a four year refresh cycle.
- Reduced calls to the desk by twenty two percent by launching a self service portal for the eight most common requests.
- Ran the migration of one thousand seven hundred devices to Microsoft Intune with a two person project team and no interruption to the ticket queue.
- Built a monthly service report that the executive team now uses when approving technology spending for each business unit.
Professional Experience
Information Technology Support Manager
Front Range Insurance Group, Denver, CO 2020 to present
Owns the service desk for four thousand two hundred employees, leading eighteen staff across two shifts and three offices.
- Manages hiring, scheduling, coaching and performance for eighteen analysts, technicians and two team leads.
- Owns the service level agreements with every business unit and reports monthly on response, resolution, first contact resolution and satisfaction.
- Runs the ServiceNow service catalog, workflow approvals and reporting, working with the platform team on quarterly releases.
- Manages a two point one million dollar operating budget covering staffing, endpoint hardware, software licensing and vendor support.
- Chairs the major incident process for anything affecting more than fifty users and leads the review that follows.
Service Desk Team Lead
Mile High Diagnostics Laboratories, Aurora, CO 2017 to 2020
Led nine analysts supporting one thousand one hundred laboratory and administrative staff.
- Supervised the daily queue and the on call rotation covering laboratory operations that ran overnight.
- Introduced weekly quality reviews and lifted customer satisfaction from three point eight to four point six out of five.
- Rebuilt the escalation matrix with the laboratory systems team so specimen processing issues never waited behind routine tickets.
- Hired and trained five analysts during a period of rapid testing growth.
Information Technology Support Analyst
Cherry Creek Systems Group, Denver, CO 2012 to 2017
Support analyst for a managed services firm covering twenty two client companies.
- Handled second line support across a mixed client base with contracted response commitments.
- Ran onboarding for eight new client environments including documentation and account structure.
- Moved into the senior analyst role responsible for escalations from three junior staff.
Licensure and Certification
Information Technology Infrastructure Library Foundation certificate
Computing Technology Industry Association A Plus certification
Member, Project Management Institute
Education
Bachelor of Science in management information systems, University of Colorado Denver, 2012
Core Skills
Service desk leadership · Staffing and scheduling · Service level management · Budget ownership · Vendor negotiation · ServiceNow administration · Major incident management · Hiring and coaching · Endpoint program planning · Executive reporting