Sam Falcone

Experience

1. Technology Team Lead Plant Support Corp Remote Site Support at Nrg Energy

   NRG Energy

   Nov 2001 — Present · Houston, TX, US

   Team lead for NRG Remotes Sites and Plant environments-Responsible for managing a group of 12 technicians at NRG’s remotes sites and plants-Manage warehousing and inventory procurement for my remote sites and plants-Work with several different NRG brands to optimize support for minor and major issues-My team handles equipment deploys, ticket management, client moves, and site vendor management for their sites-Work with application development teams and/or application vendors for problem resolution-Utilize group-specific applications in Windows 10/Office 365 environments in multiple scenarios to allow real-time environment testing-Utilize SharePoint to document application compatibility issues, bugs, fixes, prerequisites, and installation AKS knowledge documents for future use by application or packaging teams-Pass knowledge-gain on to other groups and support teams to better streamline future issues-Work with the software distribution team for MEM\\Azure enrollment of devices and software management-Work closely with business group representatives to assist them with proper testing for their group members or powers users-Work with team members to strive for first call resolution and maintain SLA guidelines. Meet 85-90% call resolution on a consistent basis-Currently in charge of executive support remote sites and plant environment sites. Absolutely very little down time allowed under this role and a very high level of communication and teamwork is involved in making this entity a success-In charge of Board of Directors support including BOD sites meetings, and executive support needs at Board meetings and executive events-I collaborate weekly team meetings to assure there is no communication gap between team members and I always keep a positive attitude in the environment.

Education

• San Jacinto College

  Technology

  1988 — 1990

• Southern Methodist University

  Scmc, Technology

  1998 — 2000

Skills

• Integration
• Business Requirements
• Windows 7
• Software Installation
• IT Strategy
• Process Improvement
• Software Development
• IT Management
• Requirements Analysis
• Vendor Management
• Management
• Itil
• Software Documentation
• Change Management
• Business Process
• Team Leadership
• Analysis
• Strategy
• Cross-Functional Team Leadership
• Energy
• Requirements Gathering
• Incident Management
• Technical Hiring
• Business Continuity
• Disaster Recovery
• Project Management
• Risk Management
• Pmp
• Agile Methodologies
• Testing
• IT Service Management
• Windows
• Team Management
• Business Process Improvement
• User Acceptance Testing
• Resource Management
• Business Intelligence
• Troubleshooting
• Cross Functional Team Building