Ray E. Hill, Jr.
Richmond
Summary
Accomplished IT Manager with over 30 years of experience in leading technology operations, driving transformative change initiatives, and optimizing service delivery within dynamic environments. Recognized for exceptional management of complex situations with professionalism and empathy, consistently achieving high levels of customer satisfaction. Proven track record in cross-functional collaboration, workflow streamlining, and conflict resolution that supports organizational success. Seeking a full-time role that presents professional challenges while leveraging strong interpersonal skills, effective time management, and problem-solving expertise to exceed goals and drive continuous improvement. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Pursuing full-time role that presents professional challenges and leverages interpersonal skills.
Overview
26
26
years of professional experience
1
1
Certification
Work History
Lead- IT Operations
Federal Reserve Bank
01.2020 - Current
- Dedicated and results-driven IT Supervisor with a proven track record of leading technical teams and managing IT operations to ensure optimal system performance and service delivery. Skilled in supervising day-to-day support activities, coordinating incident response, and maintaining high availability of critical infrastructure. Adept at implementing ITIL-based processes, managing escalations, and ensuring compliance with service level agreements (SLAs).
- Known for fostering collaborative team environments, mentoring staff, and driving continuous improvement initiatives. Experienced in working cross-functionally with internal departments, vendors, and stakeholders to align IT services with business objectives. Committed to delivering exceptional customer experiences through strategic planning, resource optimization, and a strong focus on quality and accountability.
- Supervise day-to-day activities of technical teams to ensure availability and reliability of IT environments.
- Manage direct reports and coordinate with service operators and customers to maintain service continuity.
- Monitor systems, applications, and infrastructure to proactively identify and resolve issues.
- Execute service turnovers and produce operational reports to support strategic planning.
- Develop and implement field service processes and procedures aligned with organizational goals.
- Ensure compliance with SLAs and manage escalations to maintain high customer satisfaction.
- Apply ITIL best practices to streamline service management and operational workflows.
- Lead team development initiatives and foster a collaborative and high-performance culture.
National Duty Manager
IBM Corporation
01.2017 - 01.2020
- Provided Strategic management support for IBM's 24/7 service delivery operations across the United States, Guam and Puerto Rico. Ensured continuous availability of maintenance and technical services by coordinating with service operators and customers during and outside of standard business hours. Effectively managed systems alerts and critical incidents, facilitating rapid response and resource allocation to maintain operational efficiency. Acted as a key escalation point for both clients and IBM personnel, delivering situational oversight and resolution support with professionalism and empathy.
- Utilized ITIL management processes, improving and optimizing field support team delivery.
- Created, implemented, and monitored action plans, meeting SLA's and customer requests.
- Delivered 24x7 field management support for escalated field service problems, new service requests, IT projects, and SLA concerns, increasing performance metrics, and accomplishing deadlines and goals.
- Built optimal performing teams by promoting professional growth and providing relevant, constructive feedback.
- Communicated and implemented corporate policies, processes, and procedures within field service team, ensuring all members are engaged in business strategy.
- Achieved 93% or higher rating for effectively handling calls and following procedures each month.
Area Manager
WALGREENS FIELD SERVICES
01.2014 - 01.2017
- Directed IT field service operations across 250+ locations in five states, ensuring timely installation, maintenance, and upgrades of technology infrastructure. Managed an annual budget exceeding $2 million, aligning expenditure with strategic goals and operational needs.
- Collaborated with district leadership, community stakeholders, and store personnel to maintain optimal technology performance and service continuity. Coordinated closely with construction teams and external vendors to support new store openings, remodels, and special projects. Built strong cross-functional relationships with internal departments to enhance service delivery and operational efficiency.
- Decreased overall overtime from 17.4% to 7.23% in 1 year by setting performance targets and prioritizing project schedules, creating team split-shift matrix, streamlining processes with continuous oversight.
- Managed teams of technicians and vendors, educating and mentoring new and novice personnel, improving product knowledge and productivity, and retention of key staff.
- Supervised team building, area meetings, employee training, and coaching using performance matrix, increasing staff engagement, and overall ownership of work.
- Achieved client satisfaction ratings of 4.3 and higher on 5-point scale by implementing a customer service performance plan (cold calls after service calls, weekly discussion with team regarding survey feedback and next steps).
Depot Chief
WALGREENS FIELD SERVICES
01.2000 - 01.2014
- Led a team of field service technicians responsible for implementing technology solutions across 127+ locations. Fostered strong cross-functional relationships with internal departments to enhance service delivery and operational efficiency.
- Cultivated a high-performance culture focused on delivering exceptional customer experiences through strategic resource utilization, proactive relationship-building, and strict adherence to company policies and procedures.
- Controlled $1M of inventory in assigned coverage area of 127 sites in Virginia, West Virginia, and North Carolina, ensuring materials are on hand and available when needed to support needs of customers and SLA's without added delays.
- Managed Desktop Support within the Eastern region and implemented server upgrades to maximize efficiency.
- Oversaw administrative duties of hiring, onboarding, evaluations, disciplinary actions, utilizing metrics to understand and optimize technician performance, which increased SLA's and client satisfaction ratings.
- Handled project scheduling and interim reports of progress to upper management, providing opportunities to be more involved in all business aspects and reporting, showing where anomalies were affecting planning and overtime.
- Increased employee staffing from 3 to 10 service members as the service area grew from 54 locations to 127, ensuring customers' satisfaction within the requested service agreement while keeping overtime at a minimum.
Education
Associates of Science - Applied Electronics of Science
Kentucky Electronics Institute
Skills
- Proficient in ITIL practices
- Regional account management
- Team Management
- Leadership and team building
- Service technician supervision
- Effective de-escalation techniques
- Cost control strategies
- Technical desktop support
- Project Management
Certification
- Microsoft
- Cisco
- Avaya
- BMC Remedy
- ServiceNow
- Talkdesk
- Jira
- Workday
- Remote Field Service
Timeline
Lead- IT Operations
Federal Reserve Bank
01.2020 - Current
National Duty Manager
IBM Corporation
01.2017 - 01.2020
Area Manager
WALGREENS FIELD SERVICES
01.2014 - 01.2017
Depot Chief
WALGREENS FIELD SERVICES
01.2000 - 01.2014
Associates of Science - Applied Electronics of Science
Kentucky Electronics Institute