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Summary

Hailing from the land down under, I am an IT technical specialist with 10+ years of experience providing businesses with friendly and personable support. Managing IT strategies, help desk support teams, system management and automation are my forte, and I am a firm believer that there is never such thing as a stupid question.

Work experience

Director of IT

BounceX, new york
July 2018Present

Managing BounceX's IT strategy, technical operations, tracking the technology itself as well as the IT team in order to eliminate security risks, increase user satisfaction, and maintaining operations and systems.

  • Manage all IT vendor relationships, negotiate related contracts and create annual IT business plan and budget reflective of corporate and business unit initiatives.
  • Develop IT governance framework including policies and procedures 

Notable Achievements:

  • Successfully stabilized the IT Helpdesk queue in as little as 3 months, by implementing processes & policies, as well as achieving and maintaining a minimum of 98% satisfaction rating with internal users for over 12months
  • Coordinated all technical aspects of two separate office relocations 9 months apart (WeWork & 1WTC) including the design and implementation of a new network and telecom infrastructure for our 1WTC space. 100% system access and connectivity by day1 for both moves.
  • Oversaw company wide deployment of identity platform (Okta), security solution (Sophos) and video conference platform (Zoom)
  • Reduced company wide software spending by 30%

IT Manager

Verve, New York
July 2015Apr 2018

Overseeing the company's IT strategy, including managing office IT and help desk needs across all branches nationwide and internationally.

  • Managing a bi-coastal team of IT help desk engineers
  • Directing and delegating all IT operations to meet user requirements
  • Researching and implementing the most efficient and cost-effective technology solutions
  • Lead Engineer for JamfPRO management, including managing automation processes, security policies, remote support and hardware provisioning.

Completed Projects:

  • JAMFPro and Autotask AEM provisioning and roll out across 300+ Mac and PC laptops granting greater visibility and management of assets, company security policy rollouts and automation implementation
  • Upgraded IT network infrastructure and implemented inter-connectivity (VPN) across branches
  • Oversaw technical aspects of branch openings and relocation allowing for a smooth technical transition to new premises 
  • Migrated company wide chat platform from HipChat to Slack

IT Manager

Chip Chick Media, New York
AUG 2013Jul 2015

Managing the company's back-end systems and IT issues, while also providing tech support for the entire staff.

IT Technical Support Engineer/Manager

Integr8it, Australia
Jun 2008Dec 2013

Providing managerial assistance to the company's technical, administrative, sales, and management teams.

Personal Skills

• Outstanding customer care
• Q
uick learner, proactive individual with the ability to work in a dynamic, fast changing environment
Experience working with high-level executives
• Excellent record of adhering to SLAs and helpdesk deliverables
• Works great in a team and autonomously
• Able to manage customer expectations  
• Highly developed troubleshooting and problem solving skills  
• Fantastic Communication skills with solid work experience dealing directly with end-users  
• Friendly and outgoing personality    
• Passion to explore new technologies
• Fluent in French (written and verbal) 

References

Mailyn Avery, Director of IT and Tech ops at Verve

Chloe has been one of our key IT employees for the last three years. She was initially hired to manage our IT needs at our NY location. We quickly realized her talent and moved her into an IT Manager position, where she delivered spectacular results. She single handedly supported our NYC Sales and Marketing office, while supervising the rest of her team over various geographic locations. Chloe excels at getting projects done right and doesn’t mind rolling up her sleeves for any hands on task, whether that’s during the work week or on a weekend. Her exceptional technical skills, professional experience, and personal qualities will make her a valuable asset to any company and team. She tackles every issue / project with enthusiasm and competence - you can tell that she truly enjoys what she does.

I highly recommend Chloe for any IT position. She will be a key player to any team and beneficial addition to any organization.

chris rucker, network operations manager at verve

I had the pleasure of working with Chloe for over two years. In that time, I watched her grow into management and personally witnessed her passion for all things technical. Regardless of whether the job was large or small, she took care of each with the utmost skill. She directed her department in a professional manner and you could tell she enjoyed passing on her knowledge to those she led. I can say with confidence that she would be a great addition to any team or organization.

Accomplishments And Certificates

Proactive Support Professional Certification - July 2017

Cisco Certified Networking Associate (CCNA) - Jan 2008

Education

Bachelor’s Degree of Computer System Engineering

Chisholm Institute of TAFE, Australia
Jan 2006Jan 2008

Design, install/validate/evaluate and administer computer equipment and systems, manage risk, estimate and manage projects and provide technical advice/sales