Ed Cristy

About Ed Cristy

As a dedicated End User Services Manager with over a decade of experience, I specialize in delivering IT solutions that simplify processes, empower end-users, and drive measurable outcomes. I’ve built my career on turning goals into results by combining a customer-first mindset, professional expertise, and a collaborative approach to achieving success.My team and I are responsible for day-to-day IT Desktop Support, consistently meeting or exceeding performance goals to ensure reliable and efficient service delivery. In addition, I’ve led the introduction and operation of self-service initiatives, including developing a web-based service portal and automating software request fulfillment, which have contributed to a 50% reduction in help desk demand. Beyond daily operations, I’ve applied versatility and adaptability in leading hundreds of varied projects and initiatives. These include deploying innovative mobile sales solutions, completing large-scale operating system upgrades, coordinating disaster response efforts, training IT professionals in Crucial Conversations, overseeing the IT-related aspects of a comprehensive remodel of a multi-building corporate headquarters, and managing the building, relocation, and remodeling of stores, business offices, and call centers. These experiences have strengthened my ability to tackle complex challenges, deliver impactful results, and support the needs of the business.As a leader, I strive to cultivate a team culture where collaboration, innovation, and professional growth flourish. I aim to be the kind of leader people trust and enjoy working with, while fostering an environment that empowers my team to grow and succeed. This approach has led to high retention and multiple team members earning certifications, degrees, and promotions.While in my current role, I earned both an MBA and a Master’s in IT Management to ensure my skills stay relevant and effective in a rapidly changing industry. These advanced degrees, along with multiple technical and professional certifications, reflect my commitment to continuous growth. For me, professional development isn’t just about gaining knowledge - it’s about solving real-world challenges and driving meaningful improvements. If you’re looking for a results-driven IT leader with a passion for empowering teams, driving innovation, and making real, positive impact, let’s connect!

Experience

1. End User Services Manager

   T-Mobile

   Aug 2025 — Present · Knoxville, TN, US

Education

• Capella University

  Masters, Business Administration

• Western Governors University

  Master of Science - MS, Information Technology Management

  2019 — 2020

• University of Tennessee, Knoxville

  B.A., English

Skills

• Computer Hardware
• Tcp/Ip
• Cellular Communications
• Troubleshooting
• IT Management
• Network Design
• Cabling
• Wireless Technologies
• Switches
• Contact Centers
• Voip
• Computer Network Operations
• Data Center
• System Deployment
• Project Management
• Technical Leadership
• Servers
• Continuous Improvement
• Policy Definition
• Process Improvement
• Wireless
• T1
• Reporting & Analysis
• Technical Writing
• Software Installation
• Telecommunications
• Microsoft Windows - All Versions
• Call Center
• Desktop Support Management
• Call Centers
• Windows
• Wireless Networking
• Disaster Recovery
• Networking
• Team Leadership
• Technical Documentation
• Hardware
• Itil V3 Foundations Certified