SUMMARY

• I take great pride in providing support with enthusiasm and positivity My approach to providing excellent customer service is to be the end user’s “right hand”—helping them manage the day - to-day operations and providing viable solutions. My SVP of Engineering said, “Mr. Berment demonstrated a strong work ethic, with a strong focus on results and a keen eye for improving the status quo ahead of requests. He brings levity to the work environment through his excellent sense of humor and his humble demeanor". As the IT Director / Manager at Confidential, I built great work and personal relationships by consistently providing excellent service with a smile.
• I am highly trained and have extensive experience in web development, graphic design, product management, digital marketing, and organization transformation. With over 10 years of experience in the tech industry, I have gained knowledge and skills as a process-driven strategic thinker and provided business and technology solutions in multi-platform environments. In working with a wide variety of organizations from startups to Fortune 500 companies, I have a core knowledge of designing strategic systems that deliver growth using analytical data. I have an outstanding record of accomplishments for providing technology solutions that meet demanding time restraints and exceeding expectations. I've successfully led and mentored cross-functional teams in order to maximize levels of productivity to meet clients’ needs.

TECHNICAL SKILLS

• Mac OS X Mac OS Server Administration
• Cisco Telepresence/ Google Hangouts / Bluejeans / Highfive
• GSuite / Google Apps Suite
• Digital Marketing / Google Analytics / Google AdWords
• Juniper / Cisco switch and router configuration
• Shortel / Polycom/Avaya VOIP systems
• Microsoft Windows / Microsoft Exchange Server
• Microsoft Office Suite 2003/2007/2010/2013/365
• Microsoft Active Directory 2003/2008
• Microsoft WSUS (Windows Server Update Service) / Nagios
• Linux Redhat / CentOs / Ubuntu
• Salesforce Administration
• AWS/Hadoop
• Digital Marketing/ SEO/ Social Media Marketing
• VMware / VMware Fusion
• Apple iOS / Android OS
• Centrify Server Suite
• Oracle SQL / MySQL
• Product Management / Project Management
• Atlassian Confluence / Jira Configuration and Administration / Zendesk / Scrum / Kanban
• Video production: Final Cut Pro, Adobe After Effects, Adobe Premier, DaVinchi Resolve
• Graphic Design: Adobe Creative Cloud, Adobe Photoshop, Adobe InDesign, Adobe Illustrator, Pixelmator
• Audio Production: Avid Pro Tools, Ableton Live, Native-Instruments Maschine, Logic Pro

PROFESSIONAL EXPERIENCE

Confidential, Las Vegas, NV

ANALYST CUSTOMER SUPPORT III

Responsibilities:

• Technical liaison CEO and Executive Staff
• Performs daily checks on all open VIP issues and own to closure thus ensuring Service Level Agreement (SLA) and Operational Level Agreement (OLA) compliance.
• Primary contact for VIP projects involving technical rollouts, office moves, and hardware/software upgrades.
• Contributes to the recommendation of new technologies that will be beneficial to the company, including automation, OSX Systems training, and system management.
• Evaluates new technology products based on testing metrics and methodology.
• Resolves complex, break-fix issues; troubleshoot user problems at the desktop or provides phone support to diagnose and resolve remote customer issues.
• Supports, and provides end user training for Mac OS / iOS devices
• Apple (iPhone, iPad), Blackberry and Android platforms. Maintain devices using our MDM platform.

IT MANAGER / PRODUCT MANAGER

Confidential, Cupertino, CA

Responsibilities:

• Managed company wide IT operations for all Confidential locations: Cupertino, San Francisco, New York, and Seattle.
• Created procedures and policies along with user “How to Guides” to maintain efficient and scalable workflow throughout the company.
• Created an OSX Imaging System to promote faster system roll out to improve the onboarding process.
• Successfully migrated 250 users from a hosted exchange email environment to GSuite with zero downtime.
• Designed and built the network infrastructure for new offices in Seattle, San Francisco, and New York in order to support the company’s expansion. The success of the expansion led to the acquisition of Confidential by Oracle Corp.
• Key member in leading Go-to-Market plan for an automated campaign driving customers to upgrade from monthly to annual plans, netting $300k in upfront cash in 1 month
• Launched the Confidential Partner Tool. Tool has been used by 10k+ customers, tied to over $220k of new monthly revenue, reduced churn by 60%, and reduced new support requests by 35%.
• Led teams of programmers, UI designers, graphics designers, and content developers.
• Reduced lead-time of delivery of customized software for mobile-platform data delivery by 50%.
• Designed and implemented new integrations to transfer data between the DMP and other digital media platforms and solutions using APIs, server-to-server feeds and client-side data exchange mechanisms.
• Developed new opportunities and managed migrations of existing solutions to new hosting environment.
• Designed and implemented a Private Cloud lab/demo for Partner which resulted in an increase of Digital-Platform Demos to Customers by 60%
• Managed 30+ digital projects from initial concept through release

SR. IT TECHNICAL ANALYST

Confidential, San Jose, CA

Responsibilities:

• Maintained Active directory, WSUS, virus protection to ensure that all systems are patched and up to date.
• Developed procedures that successfully integrated Mac OS into the existing Windows environment. This allowed engineers to have access to tools that increased productivity.
• Supported server, network and desktop hardware, software, and applications.
• Developed Baynote’s intranet by utilizing: PHP, Apache, and WordPress.
• Managed help desk team and dispatched tickets to ensure that users’ needs were resolved promptly.
• Oversaw cinematography and postproduction of marketing/training videos to increase product knowledge and exposure.