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More>Leo Panda
Focused on systems administration, networking, database fundamentals, and IT service delivery.
IT Operations and Support Manager with 9+ years of experience leading service desk, infrastructure support, endpoint management, and cloud operations for mid-sized U.S. organizations. Skilled in ITIL practices, Microsoft 365, Azure, ServiceNow, vendor management, and team leadership, with a record of improving SLA performance, reducing downtime, and scaling support for hybrid workforces.
Raised first-contact resolution from 61% to 78% by redesigning triage workflows, knowledge articles, and escalation paths.
Maintained 99.9% availability for core identity, collaboration, and endpoint services supporting distributed U.S. teams.
Reduced annual vendor and licensing spend by $185K through contract consolidation, license reclamation, and renewal governance.
- Manage a 12-person IT support and operations team supporting 1,800 users across corporate, clinical, and remote locations.
- Improved SLA attainment from 84% to 96% by implementing queue governance, escalation rules, and weekly performance coaching.
- Oversaw Microsoft 365, Azure AD, endpoint, network, and collaboration services, reducing priority-one incidents by 31% year over year.
- Partner with Security and Compliance teams to strengthen access reviews, device encryption, audit evidence, and HIPAA-aligned controls.
- Manage $2.4M in IT vendor contracts, hardware lifecycle planning, renewals, and service reviews with measurable cost controls.
- Supervised eight desktop support analysts and systems administrators supporting 900 employees across hybrid U.S. office and remote environments.
- Reduced average ticket resolution time by 38% by introducing ITIL-based categorization, backlog reviews, and knowledge-centered support practices.
- Led onboarding technology improvements that cut new-hire setup time from three days to one business day.
- Coordinated incident response for identity, VPN, endpoint, and SaaS outages, improving stakeholder communication and post-incident documentation.
- Built PowerShell scripts and asset reporting dashboards that increased inventory accuracy from 76% to 95% within six months.
- Led ServiceNow knowledge base and catalog redesign, reducing repetitive support tickets by 24% within two quarters.
- Standardized request workflows for onboarding, access changes, hardware fulfillment, and application support across five departments.
- Partnered with HR, Security, and Finance leaders to improve approval routing, audit visibility, and employee experience.
- Directed Microsoft Intune rollout for 850 Windows and mobile endpoints, improving patch compliance from 72% to 96%.
- Built deployment rings, compliance policies, and exception reporting to reduce operational risk without disrupting business teams.
IT service management credential.
Cloud operations credential.
Leo Panda
Focused on systems administration, networking, database fundamentals, and IT service delivery.
IT Operations and Support Manager with 9+ years of experience leading service desk, infrastructure support, endpoint management, and cloud operations for mid-sized U.S. organizations. Skilled in ITIL practices, Microsoft 365, Azure, ServiceNow, vendor management, and team leadership, with a record of improving SLA performance, reducing downtime, and scaling support for hybrid workforces.
Raised first-contact resolution from 61% to 78% by redesigning triage workflows, knowledge articles, and escalation paths.
Maintained 99.9% availability for core identity, collaboration, and endpoint services supporting distributed U.S. teams.
Reduced annual vendor and licensing spend by $185K through contract consolidation, license reclamation, and renewal governance.
- Manage a 12-person IT support and operations team supporting 1,800 users across corporate, clinical, and remote locations.
- Improved SLA attainment from 84% to 96% by implementing queue governance, escalation rules, and weekly performance coaching.
- Oversaw Microsoft 365, Azure AD, endpoint, network, and collaboration services, reducing priority-one incidents by 31% year over year.
- Partner with Security and Compliance teams to strengthen access reviews, device encryption, audit evidence, and HIPAA-aligned controls.
- Manage $2.4M in IT vendor contracts, hardware lifecycle planning, renewals, and service reviews with measurable cost controls.
- Supervised eight desktop support analysts and systems administrators supporting 900 employees across hybrid U.S. office and remote environments.
- Reduced average ticket resolution time by 38% by introducing ITIL-based categorization, backlog reviews, and knowledge-centered support practices.
- Led onboarding technology improvements that cut new-hire setup time from three days to one business day.
- Coordinated incident response for identity, VPN, endpoint, and SaaS outages, improving stakeholder communication and post-incident documentation.
- Built PowerShell scripts and asset reporting dashboards that increased inventory accuracy from 76% to 95% within six months.
- Led ServiceNow knowledge base and catalog redesign, reducing repetitive support tickets by 24% within two quarters.
- Standardized request workflows for onboarding, access changes, hardware fulfillment, and application support across five departments.
- Partnered with HR, Security, and Finance leaders to improve approval routing, audit visibility, and employee experience.
- Directed Microsoft Intune rollout for 850 Windows and mobile endpoints, improving patch compliance from 72% to 96%.
- Built deployment rings, compliance policies, and exception reporting to reduce operational risk without disrupting business teams.
IT service management credential.
Cloud operations credential.
