Shane Koerner

About Shane Koerner

IT Manager with 10+ years\' experience leading global technology operations across distributed teams in the US, UK, India, and the Philippines. I specialise in ITSM transformation, enterprise platform implementation, and the full lifecycle of mergers, acquisitions, and divestitures — having directed 20+ M&A integrations including vendor consolidation, contract renegotiation, and system carve-outs.I\'m an early adopter of AI in IT operations — not just evaluating tools, but deploying them hands-on. I\'ve built AI agent workflows that automate ticket triage and routing, real-time SLA monitoring, and first-response communications integrated directly with Jira Service Management and Microsoft Teams. I also led an organisation-wide rollout of Microsoft Copilot and continuously assess emerging AI platforms to drive operational efficiency.Beyond automation, I manage hardware lifecycle strategy, telephony migrations (Vonage, Genesys Cloud, Zoom Phone), and full-stack Microsoft environments including Azure, M365, Okta, and Intune.Currently based in Jacksonville, FL and relocating to the UK — open to IT Manager, Service Delivery Manager, and Head of IT roles, remote or hybrid.Email: m••••••••@gmail.com

Experience

1. IT Manager

   Momentive Software

   Mar 2021 — Present

   Lead globally distributed IT teams across the US, UK, India, and Cebu, establishing consistent global service standards and operational governance.Directed 20+ mergers and acquisitions, delivering full IT integrations including vendor consolidation and contract renegotiation. Executed corporate divestitures and system separations with minimal operational disruption.Own global hardware lifecycle management including procurement, vendor pricing negotiations, and onboarding/offboarding processes. Reduced technology spend through elimination of redundant services and optimisation of SaaS and infrastructure contracts.Led organisation-wide rollout of Microsoft Copilot and deployed AI agents to automate IT operations end-to-end: intelligent ticket triage and routing, real-time SLA breach monitoring, automated first-response workflows, and AI-driven queue management integrated with Jira Service Management and Microsoft Teams.Implemented and optimised ITSM platforms (ServiceNow, Freshservice, Jira Service Management) including automation and reporting. Delivered telephony migrations (Vonage, Genesys Cloud, Zoom Phone) for Sales and Support teams.

Education

• University of Phoenix

  Computer Software Engineering

  2013 — 2016

Skills

• Management
• Team Building
• Networking
• Virtualization
• Windows System Administration
• Active Directory
• Windows Server
• Voice Over Ip (Voip)
• Outlook
• Microsoft Word
• Strategic Planning
• Network Administration
• Customer Service
• Windows
• Virtual Private Network (Vpn)
• Servers
• System Administration
• Onedrive
• Office 365
• Visio
• Vmware
• Business Process Improvement
• Microsoft Powerpoint
• Volume Licensing
• Call Centers
• Access
• Operating Systems
• Microsoft Office
• Training
• Lotus Notes
• Windows 10
• Public Speaking
• Process Improvement
• Software Licensing
• Microsoft Excel
• Powerpoint
• Team Foundation Server (Tfs)
• Software Documentation
• Windows 7
• Troubleshooting