SUMMARY

• Extensive experience, proven skills, and excellent training to manage TEMPeffectively multi - functional support teams and multi-million dollar budgets.
• Develop and implement short and long term technical strategic planning and forecasts. Result oriented team builder with constant focus on technology growth, customer service and cost reduction.
• Established management skills to achieve stable leadership, productive communications and practical organizations. Ability to recruit, train, mentor and inspire staff.

TECHNICAL SKILLS

Applications: Active Directory, PCAnywhere, Safari, Internet Explorer to 11, SAP to 4.x, Veritas Executive Backup 10.0, Cisco VPN and Jabber, MS Office 2016 and Outlook to 2016, MS Office 365, Adobe Premium CS4, DM Hummingbird, Retrospect Backup and Recovery, CuteFTP, Reflections, Symantec Endpoint Protection & Encryption, Symantec VIP, CrashPlan, BlueJeans, GoToMeeting, Altiris, VMWare, WebEx, Skype, Citrix and ACD systems.

Operating Systems: Mac OS to Yosemite, Windows 7 and Windows 10 Enterprise including Systems Refresh & Deployment.

Desktops/Laptops: Apple, Dell, Toshiba, HP and IBM.

Call Tracking Software: Designed and implemented ITSM solutions including Network Associates Service Desk, Clarify Help Desk, Remedy to 6.x, Numara Footprints and Service Now.

Professional Certification: STI Certified Help Desk Manager, STI Certified Help Desk Professional, CA Real Estate Broker License.

PROFESSIONAL EXPERIENCE

IT Service Delivery Manager

Confidential, Pleasanton, CA

Responsibilities:

• Provide input for strategic IT planning, including technical guidance and application support for all locations, to ensure alignment with business needs.
• Create, implement and manage the IT Service Delivery processes for core services, including but not limited to SLAs, Incident Management, Problem Management and Service Catalog, to identify, remediate and resolve all operational incidents, within established service levels, to ensure optimal business benefit.
• Manage and develope the IT Service Delivery Team to ensure efficient and TEMPeffective operations and excellent customer service.
• Develop, communicate, and enforce company IT policies, standards and procedures, to the IT Service Delivery team, to ensure alignment and consistency.
• Manage the day-to-day operations of availability, performance, compliance and costs of applications and infrastructure in production, including support in the event of interruptions in service (restoration of service) and break/fix support in the event of outright service failures to meet availability, performance and communication commitments.
• Manage the coordination, setup, maintenance and/or teardowns of business/technology projects, with the IT Service Delivery operation, to realize project objectives including but not limited to hardware, software and Windows 7 and Windows 10 deployment.
• Manage demand & service delivery with suppliers and partners applications support, along with IT operations team, to ensure business demand translates into TEMPeffective resource and capacity planning.
• Implement IT Infrastructure Library (ITIL) processes and tools, including continuously reviewing and improving the processes, to ensure standardization and predictable performance.
• Assist with the financials, (including budgeting, cost analysis and forecasting) for SLA’s, for each service, to ensure suitable investments are made.
• Provide guidance to Business Group management to determine future IT needs at each location, enterprise initiatives, budgets, forecasts, licensing and asset rotation to ensure profitability and alignment with the company’s goals and objective.

IT End User Services Manager

Confidential, Fremont, CA

Responsibilities:

• Manage the day-to-day operations of a global IT Service Desk - Desktop Support team, including but not limited to scheduling, training, and providing the necessary guidance and mentoring to all technical staff to ensure availability, performance, compliance and delivery of IT services on a 7x24 basis.
• Develop, communicate, and enforce company IT policies, SLAs, SOPs as well as, standards and procedures to promote alignment and consistency to ensure efficiency and TEMPeffective operations and excellent customer service.
• Continuously review and improve IT processes to promote standardization and predictable performance in order to ascertain that users are consistently provided efficient, TEMPeffective, and timely support.
• Oversee problem management and root-cause analysis to identify and correct operational issues.
• Drive individual and team goals for service calls, ticketing processing, and quality performance to ensure that daily, weekly, and monthly metrics, key performance indicators and status reports are met based on established standards or beyond.
• Conduct weekly staff meetings and monthly 1:1s with all technical staff utilizing individual, as well as, team metrics and results to help develop individuals and improve overall team performance with emphasis on continuous service improvement with measurable goals and objectives.
• Consistently achieve 97-100% SLA performance with approximately 2200+ monthly service requests.

Confidential

Technical Support Consulting

Responsibilities:

• Provided IT-related contractual work with various organizations in the Bay Area including but not limited to small local businesses, as well as Facebook (Technical Support Manager - 2011) and Fenwick & West (Desktop Support Supervisor - 2013)
• Defined and implemented Operational Procedures and Help Desk Service Level Agreements.
• Assisted in the management of the Help Desk and Desktop Support teams to setup and configure PCs, Macs, wireless networking, printers and remote access servers and storage systems.
• Established user groups to review operational processes to ensure optimized delivery of IT services and accountability as appropriate.
• Managed Windows 7 Systems deployment.
• Real estate sales with Intero Real Estate Services since 2008 to present time.

IT Technical Support Manager

Confidential, Morgan Hill, CA

Responsibilities:

• Managed hands-on operations of a Global Help Desk and Desktop Support team, as well as the Network and Systems Administration teams to ensure successful hardware, software, upgrades and/or deployment of desktop and laptops as well as networked services for over 600 employees.
• Lead and defined continuous strategic and tactical operational processes to improve delivery of IT services and accountability and ensure client satisfaction.
• Established and incorporated CRM and SLA’s with built-in client survey and metrics reporting to monitor application of best practices, process improvements and client/team accountability.
• Managed corporate and department audits and project lead multiple deployments of hardware and software upgrades as part of process and operational improvements
• Projects completed to date include but not limited to multiple server upgrades and/or deployments, the formulation of a corporate Service Level Agreement, 7/24 After-Hour and Remote Support Program, Data Backup and Disaster Recovery Program, the evaluation and subsequent implementation of the corporate Call Tracking Software, as well as a complete technology and office/building move in Irvine, CA.

Technical Support Manager

Confidential, Santa Clara, CA

Responsibilities:

• Managed all aspects of Help Desk and Desktop Support teams and related activities.
• Implemented and managed Remedy Help Desk ticketing systems.
• Implemented Nortel Meridian Integrated Conference Bridge (web-based conferencing)
• Created, defined and implemented Service Level Agreements.
• Additional responsibilities also encompassed managing a Windows NT, Windows 2000 and Windows XP environment, including monitoring and supporting Oracle and NT databases, web server, file and print servers, as well as NT Domain and MS Exchange server administration.

IT Operations Manager

Confidential, Palo Alto, CA

Responsibilities:

• Directed the planning and implementation for data center, help desk and desktop upgrades and migrations for over 400 employees.
• Designed and implemented CMTN infrastructure including development of a common desktop image, implementation of Service Level Agreement to improve delivery of IT services and accountability.
• Implemented and document policies, processes and procedures surrounding problem management including how problems are identified, received, documented, distributed and corrected.
• Provided technical direction to Help Desk and Desktop support teams with researched and recommended solutions to a wide-range of complex technical issues.
• Evaluated new information systems products or services and recommended changes to existing products or services in support of CMTN needs. Communicated and negotiated with vendors for new products or services as appropriate.

IT Project Manager (Contractual)

Confidential, San Jose, CA

Responsibilities:

• Responsible for the logistics and operational integrity of Cisco’s IT infrastructure integration and related services of acquired companies.
• Managed the selection, deployment and support of various components of the infrastructure integration process including but not limited to desktops, laptops, networked services, and also acted as liaison with the Sales organization to coordinate the deployment of mobile computing technology and services for all Sales personnel.
• Directed the migration of systems and data from acquired companies’ platform to Cisco’s standardized infrastructure.
• Responsibilities comprised of but not limited to process documentation, site assessment, evaluation of technology, PC hardware and software, order tracking and delivery of applications and systems, as well as the coordination and installation of networks, file servers and printing services as appropriate.
• Assisted program manager with day-to-day management of integration and migration activities.

Help Desk - Desktop Support Manager

Confidential, San Jose, CA

Responsibilities:

• Directed in the re-engineering and management of all Help Desk and Desktop Support activities for over 2000 employees.
• Provided technical direction and guidance to Help Desk and Desktop Support teams; researched and recommended solutions to a wide-range of complex technical issues.
• Established goals and strategic priorities and directed the planning and implementation for desktop
• Implemented and document policies, processes and procedures surrounding problem management including how problems are identified, received, documented, distributed and corrected.
• Evaluated new information systems products or services and recommend changes to existing products or services in support of organizational needs. Communicated and negotiated with vendors for new products or services as appropriate.

Sr. Help Desk Analyst

Confidential, San Jose, CA

Responsibilities:

• Provided Level II & III technical support via telephone and email for 30,000 employees.
• Duties encompassed software and hardware support for users within a cross-platform environment that included Macintosh, Windows 95, UNIX, and Windows NT Operating Systems.
• Documented all transactions in Clarify Help Desk call management software.
• Server administrative functions included creation of accounts and password resets for Meeting Maker, NT, UNIX, and Oracle servers.

Macintosh Systems Administrator

Confidential, Cupertino, CA

Responsibilities:

• Duties encompassed extensive software and hardware Level me & II support for over 60 users within the department.
• Responsibilities included troubleshooting, configuration, networking and installing hardware and software for over 400 Macintoshes and file servers as required.
• Administered, configured, set-up, networked, and performed hardware and software upgrades for department test lab which consisted of over 200 Macintosh desktops and file servers.
• Administered MS Mail, Retrospect Backup, Meeting Maker, and Apple Remote Access servers.