SUMMARY:

• I enjoy working around innovative environments where creativity, challenge, and people relations can help drive my personal and professional life to greater heights.
• I have a strong client services Support background with 15+ years of experience supporting both large enterprises and startups.
• I have successfully grown and managed global service desk teams with 10 direct reports.
• Build, deploy, and support Microsoft Deployment Tool for global deployment of standard images
• Driving HW & SW standardization delivering savings up to 30%
• Manage a global team in a follow the sun 24 - 7 IT Support
• Helped lead global security initiative for disk encryption via Microsoft Bitlocker and AD integration and fulfilled customer security clearance
• Design, deploy, and support of global ticketing system with service and incident reporting, KPI’s, and SLA policy: BMC Track-it and SolarWinds Web Help Desk ticketing systems supporting 50+ System Admins globally with automation and reports to help analyze performance and trends
• Supported acquisition of a company with 500+ users into Confidential ’s AD infrastructure and mail system, migrating 2000+ mailboxes from Exchange on premise to Exchange in the cloud
• Migration of 800+ WebEx users to Zoom saving company $10K monthly on web conferencing costs

TECHNICAL SKILLS:

SERVERS/OS: Microsoft Windows Server (2003, 2008R2, 2012R2, 2016, XP, 7, 10) Symantec Endpoint Manager, SecurID RSA, DC Dir Service, DHCP, DNS, FTP, PRINT, OS X Clients, Cisco Unity Call Center, Netwrix for user self-service AD password mgmt., SCCM Windows Deployment Services and MDT Build 8456 for Windows 10 Support

HARDWARE: Maintained and supported client computers from deployment, support, and refresh

SOFTWARE: TeamViewer, Adobe Connect, WebEx, Zoom, Zoom Rooms, Office, 2010, 2011, 2013, 2016), SharePoint, OneDrive, Team, Admin Portals MozyPro, RSA, WebEx&PGI, Zoom.us, Track-it, SolarWinds WHD, VMware host and virtual machine management with VCenter and VCenter Websphere

NETWORKING: Datacenter support, IP based equipment and services, Wireless Networks, VPN client software (Juniper, Cisco, Symantec).

DOCUMENTATION &: Tech Docs, User Docs, SLA Policies, Global communication for services and outages, Host Global Team Project Meetings, Host Company Meetings and s, New Hire Orientation, Emergency Response Member, Live Web Meetings and for Users and IT groups

PROFESSIONAL EXPERIENCE:

Confidential, San Jose, CA

IT Project Manager - Consultant

Responsibilities:

• Migrate Windows 7 Pro Users to Windows 10 Pro leveraging Microsoft Deployment Tools and their Box data backup sets
• Create Document and Process Flow for Help Desk Team such as:
• User data, hardware, and software checklist
• Deployment Tools, Data Backup, Validation tests and Post Support
• IT Announcements for expected time lines, services, and support

Confidential, San Jose, CA

GLOBAL HELP DESK MANAGER

Responsibilities:

• Standardize laptop platform for Windows and Macbooks
• Managed a team of 3 in the US, 5 interns, 1 in Beijing, and 1 in Bangalore
• Deployed Microsoft Windows Deployment Service for multiple sites (US, India, Taiwan & China) for Windows 7 and 10 custom image build and deployment
• Implemented Office 365, OneDrive, and SharePoint
• Migrated 800+ Cisco WebEx Users to Zoom web conferencing solution saving 40% on costs
• Enhanced ticketing system automating onboard and offboard requests
• Implemented centralized Print Server and Network Printer support via web portals with automated reporting of usage for vendor invoicing (KBA HP, Kyocera, Xerox and Ricoh printers)
• Project Management for going live with client services like Zoom, OneDrive, SharePoint, Office 365, VPN, new ticketing system, and compliance projects such as software licensing corrections to reduce costs
• Manage and support shipping systems enabling timely delivery of company products

Confidential, South San Francisco, CA

HELP DESK MANAGER

Responsibilities:

• Managed a team of 2 supporting 100 users in a Windows Domain infrastructure leveraging cloud Exchange
• Standardize and deploy Windows and Macs
• Managed SolarWinds ticketing system developing SLA support policy, performance and tracking reports, and measuring common KPI’s to help align client services deliveries
• Managed vendor support for VOIP phone system, Office365, and Symantec Cloud
• Developed workflow for onboarding and offboarding
• Managed hardware and software assets
• Migrated 100 Webex users to Zoom with live and user guides. Deployed and supported Zoom Rooms

Confidential, San Jose, CA

Managed IT Global Service Desk Manager

Responsibilities:

• Enterprise Implementations, Solutions, and Support: Planning, implementing, tech/user communication, and tech/user documentation to assist and lead the IT Global Help Desk Team in supporting existing and new client services and applications such as WebEx, BOX, Exchange Online, SecurID RSA VPN, Symantec Endpoint, Teamvier Enterprise, Microsoft client products (Windows 7, Windows 10, Office, Project, Visio) VPN, Messaging, Mobile, Hardware platforms (PC and Mac platforms)
• Lead the development and configuration of server and client system deployment for production, R&D labs, designing and configuring systems to achieve maximum performance throughout the business (WDS\MDT for Windows and Kace K2000 for Mac deployment)
• Client and Service Desk Support via Active Directory, Exchange Online, DHCP, DNS, Print Server, MozyPro Backup, Box.com enterprise, RSA SecurID VPN, Symantec Endpoint Protection, and Kace K1000 (asset and app control) and K2000 (Windows 10 and Mac build and deploy)
• Ensure that Information Technology and user community comply with policies and best practices governing client services such as client computing standards, PC life cycle, and asset management
• Lead the migration from BMC Track-it to SolarWinds Web Help Desk: Communication, planning, and project managed technical resources to import required data.
• Managed Global Help Desk Team analyzing KPI’s and ticket reports for constant performance tuning. Managed tech and user self-service guides
• Identify and implement courses of action that mitigate common client issues by analyzing ticket system reports on trends and patterns
• Managed Asset Inventory and tracking systems such as Track-it, Lansweeper, and Kace K1000 (formerly Dell)
• Provide cross-functional support to Technical Services and R&D teams; cultivate and manage relationships with internal business groups, delivering consulting services during marketing customer demos and annual global Sales Kickoffs

Confidential, San Jose, CA

IT Project Manager, System Administrator

Responsibilities:

• Supported the relocation and reconstruction of corporate headquarter workspaces and datacenters; managed all phases of datacenter, servers, and data center infrastructure implementation deliverables. (Adobe Systems, NVIDIA, Ericsson, Atmel, and small-med businesses)
• Ensured the migration of new systems were completed on-time and on-budget, delivering all solutions according to project requirements, along with taking on a major acquisition integration that was added to the overall project scope.
• Windows Server 2008 R2 build, deploy, support for production and lab spaces

Confidential, San Jose, CA

IT Manager / Production Manager / ISO9002 Compliant Manager

Responsibilities:

• Built, Deployed, and Support for Windows Server 2003 DC, DHCP, File, Badge, and Print Services (Symantec Ghost capture and deploy)
• Client support (35 users, 40 client systems, 5 Windows Servers, and lab systems and equipment
• Client support: MS Office 2007, Windows XP, Server 2003, and migrated PCB and CNC apps and data from Novell to Windows environment