1. Leigh McCombs
3631 Periwinkle Drive, South Jordan, UT 84095
Mobile: 801-638-8024 – Email:leighmccombs@yahoo.com
INFORMATION TECHNOLOGY MANAGEMENT
Proven leader with 14+ years of increasing IT responsibility including 5+ years of successfully managing
customer support, computer systems setup and repair, mobile phone management, quality assurance and
training, and general IT service desk operations. Proven track record of strategically, and cost-effectively,
aligning technology with organizational goals and improving delivery times and service levels while reducing
costs. Excels at customer service, building high-performance teams, and implementing best practices and
continuous process improvements.
QUALIFICATION HIGHLIGHTS
 Budget Management
 IT Purchasing/ Invoice
Management
 Contract Management
 Cost Containment
 Large Scale Deployments
 Computer Repair
 ITIL Process Improvements
 Best Practices
 Project Management
 Compliance / Security expert
 PBXManagement
 Enterprise Server Management
 Fluent in Brazilian Portuguese
 ServiceNow Administration
 Change Management
 Service Delivery
 Service Now Administration
PROFESSIONAL EXPERIENCE
Sr. Manager, IT Service Desk 2015 – Present
IT Service Desk Manager 2012 – 2015
Western Governors University - Salt Lake City
Manage a team of more than 50 technicians in the technical support of over 3,000 employees and over 80,0000
students.
 Manage multi million dollar budget, which includes the purchasing of all IT equipment for the University.
 Track team’s performance by pulling reports and metrics from Interactive Intelligence Call Center
Supervisor Interface and ServiceNow ITSM.
 Manage resolution of Problem tickets through coordination of efforts between various departments
in IT.
 Mentor and train supervisors and managers and supervise their mentorship and training of
subordinates.
Results: Successfully grew team from less than 20 individuals to a structured group of over 90 technicians,
including a QA/Training team, Phone Support Team, Remote Employees, Service Desk Supervisors/Tier 2
Problem Management Team, and Multi-State Site Support. Successfully drove improvements to the phone
support team which resulted in regular achievement of an 90% SLA, 30 second ASA (Average Speed to
Answer), and an Abandon Rate below 5%.
IT Service Desk Manager 2011 - 2012
Headwaters Inc. - South Jordan, UT
Lead IT Service Desk Analyst managing the direct computer, email, Citrix Portal access, and cell phone support
for more than 2200 users across the United States.
 Managed the purchase, tracking, imaging, deployment and repair of all laptop and desktop computers.
 Helped to implement and manage the Sarbanes-Oxley compliance processes for adding new, editing and

2. removing users in Active Directory.
 Administration of Blackberry Enterprise Server
 Managed all cellular contracts and the purchasing and cancellation of mobile devices.
 Ensured rapid response and resolution of all IT trouble tickets.
 Responsible for training all Service Desk Analysts on best practices and procedures for Headwaters IT.
 Administration of the PBX system, IP Office.
 Administration of Sophos Antivirus server.
 Administration of users on Exchange server.
 Provided direct support for access and use of Citrix business portal page.
Results: Directly contributed to policies and procedures that reduced SLA times on system repairs and incident
resolutions from a week down to 24 hours.
IT Service Desk Analyst 2009 - 2011
Headwaters Inc. - South Jordan, UT
Service Desk Analyst responsible for rapidly responding to over 2200 user’s issues ranging from new computer
deployment, repair and virus removal to managing user information in the Active Directory system.
 Imaged, deployed, troubleshot and repaired laptop and desktop systems.
 Installed software and hardware to include printers, scanners, and antivirus software.
 Added, changed and removed users in Active Directory, Exchange, KACE and Black Berry Exchange Server.
Results: In less than two years was promoted to lead analyst and Service Desk Manager.
TACLAN Section Leader 2003 – 2015
Utah Army National Guard - Lehi Armory, UT
TACLAN (Tactical Local Area Network) Section Leader in charge of ten man team of network administrators.
 Oversee the setup, maintenance, troubleshooting and repair of the Special Forces TACLAN suite which includes
routers, switches, SAN, and servers.
 Rapidly deploy and maintain network resources within the TACLAN suite which includes virtual servers for
Exchange, Active Directory, and a File Server.
Results: While serving in Iraq in the task force Operations Center, my desire for excellence and attention to detail
resulted in receiving two Army Commendation Medals and an Army Achievement Medal.
Communications Computer Systems Controller Journeyman 1996 - 2000
United States Air Force - McClellan AFB, CA
IT Controller for the Automated Digital Network Switching Center Patch and Test Facility responsible for monitoring
over 90 digital circuits and performing preventative, corrective and restorative maintenance for customers worldwide.
 Performed circuit monitoring and troubleshooting.
 Submitted daily status and historical document to the Defense Information Systems Agency.
 Initiated and implemented quality assurance programs to enhance customer support and systems reliability.
 Maintained automated logs and records in the circuit actions software package.
Results: Technical skills contributed to a 99.9% overall system reliability rating for the Automated Digital Network
Switching Center. Instrumental in creation of signal flow charts and revised training plans resulting in accelerating
troubleshooting by 3% and providing accurate reference information for new airmen.
EDUCATION
Bachelors of Science in Information Systems Security, ITT Technical Institute, Murray UT 2010