Leonard Boyer

Recent MBA Graduate from Georgia Institute of Technology I am a successful IT Senior Leader / Director with an extensive career in IT management with deep expertise in providing End User Computing engineered solutions and support, managing Call Center deployments, teams and directing world class Agent and Employee Technical Support. Strongly suited for Vendor Management associated with outsourced teams/departments, IT Invoicing, Mobility Support and Quality Testing. I have a broad and vast background in user based technology with a passion for starting or rebuilding IT teams with a strong team and customer service focus introducing significant efficiencies, cost savings and superior technical support. Plus, I am an EggHead. As a devotee to the Big Green Egg smoker/bbq/oven, I cook/bake/smoke most nights of the week on my green egg(s). This includes anything from baking pizza to slow roasting pork. Ask me about it! Key Strengths / Specialties: End User Computing Strategy, Architecture and Operations Team Building, Leadership, & Talent Development IT Service Management/Service Operations Problem and Incident Handling Strategic & Infrastructure Architecture Project Management Process (re)Design Call Center Management Purchasing and Vendor Relations Key Accomplishments: Managing and bringing a Global Service Desk team from a offshore Managed Service Provider solution to an in-house Business Process solution 90 days earlier than scheduled with an immediate recognition in customer satisfaction and higher level of first contact resolutions ServiceNow implementation for Service Desk and End User Computing support and Asset Management programs Rebuilding a Desk-side Technology Support Center leveraging ITIL processes to consistently exceed customer expectations Implementation of multiple Managed System Solutions (SCCM, LANDesk, etc) specializing in system optimization, OSD/Image creation, package development and application delivery.