Albert Hatcher
- Role
- Workspace Client Technology Services Supervisor at General Atomics
- Location
- San Diego, CA, US
- LinkedIn followers
- 500 followers
About Albert Hatcher
SUMMARY OF QUALIFICATIONS Twenty plus years of combined managerial and…
Experience
Workspace Client Technology Services Supervisor
Jan 2021 — Present
Manage 11 direct reports and provide annual write-ups towards end of the year merits Supervise and distribute daily workload to 55 Desktop Support Technicians Maintain a 90% closure rate of Incidents & Tasks for over tickets Provides daily leadership and supervision of IT systems, resources and associates to ensure efficient, effective and timely service delivery, technical support, customer service and project implementation. Monitor and effectively provide metrics which convey progress and sustainment of Workspace Support individual, team and project KPIs and Service Levels. Participates in the development of organizational objectives and ensures achievement of the objectives. Develops, implements and monitors standard procedures for the timely and accurate completion of assign tasks. Identify opportunities for performance improvement, defining standard operating procedures and best practices while applying them to the daily work, also training customers on new devices and technologies Partner with Service Desk operations to help deliver greater efficiency through shift left implementation. Participates in the selection, retention and development of personnel including interviewing, performance appraisals and promotion recommendations; develops programs and procedures for the training of personnel. Maintains the strict confidentiality of sensitive information.
Education
SAINT LEO COLLEGE
BA, Psychology
1996 — 1997
NATIONAL UNIVERSITY
Master’s Degree, Management Technology
2005 — 2006
Skills
- Business Process Improvement
- Security
- IT Service Management
- Business Analysis
- Enterprise Software
- Project Management
- Databases
- Data Center
- Operating Systems
- Itil
- Process Improvement
- Hardware
- Microsoft Office
- Pmo
- Infrastructure
- Xp
- Hp
- Networking
- A+
- Ms Project
- Windows Xp
- Software Installation
- Change Management
- Management
- Switches
- Quality Assurance
- Troubleshooting
- Team Leadership
- Servers
- Testing
- Disaster Recovery
- Service Delivery
- IT Management
- Leadership
- Software Documentation
- Integration
- Pmp
- Certified Project Manager
- IT Operations
- Technical Support
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