Bill Chong
ITIL - Technology Manager Professional
- Role
- Senior Information Technology Manager at Singer Equipment Company
- Location
- Chester Springs, PA, US
- LinkedIn followers
- 500 followers
About Bill Chong
I’m a technology leader with over 14 years of experience delivering IT solutions across…
Experience
Senior Information Technology Manager
Aug 2022 — Present
Set time regularly to work closely with all business entities to identify, recommend, develop, implement, and provide support with cost-effective solutions•Successfully develop and implement the companies’ first IT policies, procedures, and process improvement initiatives to drive greater team effectiveness and efficiency that provides consistency in adherence to the company guidelines•Responsible for all aspects of the ITSM incident management system (BMC: Track-IT and Client Management) •Managed the IT Help Desk team, a staff of 8 support agents, on day-to-day operations, ensuring business continuity and adherence to the Service Level Agreements, having weekly calls with the team to review all ticket priorities/urgencies and any backlog tickets•Review and share a bi-weekly report update on the ticket volumes for active/closed tickets with all business leaders and all IT departments. Held bi-weekly review sessions with all business division leaders to provide insight on high-priority and critical issues that may have an impact on services•Collaborated with the Human Resources department in implementing the new onboarding/offboarding processes•Manage financial aspects of the IT Help Desk department, including purchasing, budgeting, and budget review with the VP of Technology•Manage and negotiate with vendors on services, software products, and computer systems (laptop/desktop/tablet)•Effectively manage 6 key offices/warehouses located in Pennsylvania, New Jersey, New York, Maryland, North Carolina, & Florida. •Set performance goals and objectives throughout the year to ensure staff is meeting their performance goals and provide periodic training and career development paths to enhance staff skills and knowledge•Created a climate of respect, open dialogue, encouragement, and work recognition that has promoted greater productivity and high morale within a small but effective support group thus significantly increasing customer satisfaction
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