About HAL FEENEY
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Academic Level Degree Bachelor
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Industry Computer Software/Engineering
About me
Collaborative, rational, and results-driven professional with 5 years of experience in IT management. From Python to agile management, my creative background aligns with the unique culture and environment of ABC Company. Seeking an opportunity to oversee a team of diligent technicians and work ticketing strategies to reduce staff’s frustrations and improve efficiency.
Education
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2004 - 2008
Texas A&M University
Bachelor of Science
Experience
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2016 - Present
ADP
IT Manager
Created and reorganized SQL queries and scripts for internal troubleshooting, which decreased work tickets by 30% · Documented all ticket resolutions, and drafted troubleshooting guides for tech team with images, descriptions, and strategies · Prioritized communication with 25 techs to manage and maintain network infrastructure, and reduced excessive tickets by 15% by changing the hierarchical escalation process · Analyzed diagnostic data to understand causes and correlations regarding software and network malfunctions, and presented findings to tech team and internal staff · Hired 11 technicians, instructing techs in agile project management
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2010 - 2016
Pure Storage
IT Support Engineer
Managed work tickets, prioritizing urgent needs and communicating plans with all customers within 24 hours · Developed blog posts and FAQ articles to address common issues that helped customers self-address 44% more issues · Trained 8 junior techs to manage tickets and daily load with minimal instruction, communicated with customers according to company policy, and developed APIs for internal use · Analyzed escalated tickets to identify unnecessary escalations, and coached junior techs to resolve 58% of excessive escalations