Summary

I am an outgoing and engaging manager with strong technical, written, and oral communications skills: with an effective combination of balancing multiple priorities and innovative strategies to continually meet and exceed company objectives. Being a dependable, motivated team player and bridge builder for all aspects of the organization, with superior interpersonal skills, focused on providing exceptional service to both management and customers is what I strive for.

Professional Experience

KB Solutions, Queen Creek, Arizona March 2023- Current

IT Services: Manage processes and IT Services for various businesses including realty and medical businesses for various customers that do not need fulltime IT departments. Connect remotely using ConnectWise and also providing onsite support where needed for networks, wiring, system and software troubleshooting when required.

Imagen Dental Partners, Scottsdale, Arizona July 2022-March 2023

IT Service Architect: Managed ITIL processes and the Service Desk in the support of 300+ corporate users, 70+ practices as well as their doctors and office managers in an ever changing environment.

Management

Manage Change, Incident and Problem Management

Worked closely with all business teams and practices to understand their needs by meeting regularly

Worked with the Applications Development team to keep aligned with the IT and business needs

Manage Service Desk Partner--Medix

Manage the distribution and support of “Jumpboxes” going to practices

Mentor the team to better service users to alleviate everyday tasks for other IT groups so as to free them to work on other more complex issues.

Work closely with Project Management teams to insure smoother transitions to on-boarded practices and Service Center personnel

Business Process

Responsible for Change, Problem, and Incident Management processes

Designed the on-boarding and off –boarding processes for both the Service Center and for practices

Manage reports on Metrics and Key Performance

relations

Technical

Azure AD, Intune and M365 as the lone Imagen tech so as to lessen the burden for others in IT but also implementing the automation of software distribution by groups through M365.

Continually assist and train with my group to better understand and assist them with their day-to-day work and to be able to understand the practices and DPMS software they use

Redesigned the remote software for doctors and 3rd party vendors using ConnectWise which was implemented by connecting to Azure AD, as well as using Splashtop and 1Password Indicators for all of IT including monthly reporting for Executive staff.

Continue to update and add documentation for better partner

West Marine, Watsonville, California July 2016– May 2022

Manager of Corporate Systems: Managed ITIL processes and the Service Desk in the support of 500+ corporate users, 260+ stores as well as two distribution centers in a very dynamic and changing setting.

Management

Manage Change, Incident and Problem Management

Manage 7-9 Service Desk personnel in a 14x7 environment

Manage 2-3 Desktop personal who support our corporate office as well as our distribution centers and Hub Stores

Created a ConnectWise instance to eliminate the use of DameWare which was a slower product.

Mentor the team to better service users to alleviate everyday tasks for other IT groups so as to free them to work on other more complex issues.

Work closely with Project Management teams to insure smoother transitions to upgraded store software and hardware helping to easily manage ticket distribution to the necessary IT team when issues arise during deployment.

Business Process

Responsible for Change, Problem, Bridge, and Incident Management processes, training, weekly and bi-weekly meetings.

Trained additional IT groups to use HEAT ticketing system properly.

Manage reports on Metrics and Key Performance Indicators for all of IT including monthly reporting for Executive staff.

Continue to update and add documentation to Wiki in order to better assist with first call resolution of common and/or one off issues.

Created a complete remote Service Desk for Covid requirements allowing team members to work remotely with zero downtime.

Technical

Added new designs to the HEAT ticketing system to better assist with metrics for the Project Management team which assists them in easily identifying bugs in new releases not caught in QA.

Continually assist and train with my group to better understand and assist them with their day-to-day work and to be able to understand the store systems and software they assist users with.

Experience with Azure AD, Intune and M365.

Built the iTop ticketing server to become the replacement for HEAT platform.

Alameda Alliance for Health, Alameda, California April 2010-2016

IT Operations Manager: Managed and grew IT Operations in the support of 400+ users, consultants, and trading partners in a rapidly growing environment.

Management

Maintained Service Desk customer satisfaction levels of 98% in 2011, 99% in 2012, 98% in 2013 and 99% in 2014 and 2015.

Consult management in ITIL standards to implement updated business process and best practices.

Increased staffing levels and created new positions to alleviate additional load of influx of employees while assisting existing Service Desk staff.

Implemented training for Service Desk Technicians to lessen the load on systems and network administrators.

Identified system issues and managed the upgrade and implementation plans for MS Office 2010, Windows 7, Cisco Phone system, System updates in preparation for HealthSuite and TruCare, and integration of RightFax.

Manage Change Management meetings and process for IT.

Business Process

Streamlined new hire process in cooperation with Compliance and HR to ease ticket load and lessen the burden on IT by adding HR and Facilities to the ticketing system.

Trained key staff on using ticketing system properly to streamline support and minimize unnecessary emergencies.

Manage status reports on Metrics and Key Performance Indicators for Director of IT and CIO.

Implemented On-Call Schedule for 24x7 Service Desk Support.

Technical

Completed training for ICND 1&2 and VMWare to be better prepared for new Service Desk roles.

Designed and built ticketing system to incorporate HR and Facilities for tracking purposes.

Continue troubleshooting Service Desk calls and tickets to stay up to date on issues facing the team.

Service Desk Lead: Supervised and mentored users and our team on the importance of communication while educating both on how this builds a better environment for all involved.

Leadership

Evangelize the necessity of communication and documentation for the betterment of our customers and our team.

Mentor importance of Change Management process for IT.

Prepare detailed growth charts for professional improvement through training.

Educate and empower users to be self-reliant by utilizing Knowledgebase.

Business Process

Created weekly status reports on Metrics and Key Performance Indicators for Director of IT.

Utilize ITIL standards to implement and standardize on new business process.

Developed and rolled out new ticketing system process and reporting to all of IT.

Implemented Change Management strategies and process.

Technical

Customized and deployed End User Surveys and tracking.

Designed, built, and implemented new ticketing system—Numara Trackit.

Populated knowledgebase for user community to utilize through Trackit ticketing system.

Support for 140 users including all Microsoft, Unix based and communication products.

Maintained FTP services for business partners.

Milestone Technologies, Fremont, California June 2006- April 2010

SanDisk ITSM Incident Manager: Responsible for the daily operations of the Incident Management process based on ITIL practices.

Leadership

Chaired daily incident meetings for the entire IT organization.

Member of the Remedy Project team.

Cross-trained fellow ITSM members on Incident Management.

Mentored IT staff on the importance of ITIL and ITSM.

Business Process

Created the Critical Incident process for quick handling of emergency incidents.

Worked with the Remedy implementation team to design processes that coordinated the Network Operation Center and the Helpdesks response time to incidents.

Responsible for weekly status reports on Metrics and Key Performance Indicators for Service Management.

Created daily incident report for the CIO and all senior IT staff.

Owned and chaired Post Mortems for major incidents.

SanDisk Helpdesk Supervisor: Supervised IT Helpdesk supporting 1400+ users.

Leadership

Built and mentored a team from the ground up after Milestone took over SanDisk’s Helpdesk.

Enabled staff to have the confidence to “run their own business” efficiently and effectively.

Cross-trained team based on their skill sets and interests.

Encouraged a professional and fun work environment.

Business Process

Created an escalation process that brought average time for open tickets down from 5+ days to under 48 hours.

Designed a Share Point site centralizing all documentation and processes for helpdesk staff.

Brought average daily open ticket count down from 500+ to 100+.

Championed business reasons to grant third tier functions between USA and Israel helpdesks.

Taught face-to-face customer service skills.

Technical

Continue to stay at the forefront of multi-platform environments, which include hardware, software and mobile devices.

Inherited by request all Goodlink server responsibilities.

Sprint implementation - worked with Good link and Sprint Workforce to exchange out 163 devices to new service with minimal down time.

Designed and Implemented Team SharePoint site to centralize all documentation, FAQ’s, and business process in one central location.

Created a Knowledge base for new staff to deliver the highest level of customer service to the end user.

Plantronics, Inc. Santa Cruz, California October 1999 – March 2006

Sr. Desktop Support Analyst: Primary responsibilities included 50% phone support along with remote and face to face trouble shooting of all MS Windows and Desktop issues for 450+ users.

Leadership

Conducted training for all new associates on IT standard operating procedures.

Mentored and trained IT interns and new network services employees.

Managed business relationships with various vendors.

Technical

Design:

Designed and implemented Blackberry global infrastructure.

Created self help technical documents for end user troubleshooting on their mobile devices.

Designed and implemented PDA wireless synchronization solutions globally using GOOD Technology.

Support Specialties:

Desktop: MS 2000, MS XP, Office 2000, Office XP, Office 2003.

Server: Server 2000, Server 2003, Active Directory (AD), Exchange 2003.

Configure, test, maintain, monitor and troubleshoot end user telecommunications hardware/software, telephony devices, and voice/data products.

Mobile Specialties:

Good technology server builds, implementation, day-to-day support and troubleshooting.

Blackberry Administrator server 2.0 – 4.0 SP4 including all upgrades and installations, server setup, device configuration, maintenance, and Disaster Recovery Plan worldwide.

IPASS Connect – research and implementation.

Consultation for Mobile technology-Milan, Italy Sales Office: Use of blackberry’s and smart phone technologies for CRM salesforce.com.

Worldwide Sales Meetings:

Update Configurations for Outlook, CRM iAvenue, Dialers, Secure Remote.

Arizona: Migration from cc mail to Outlook 97 and add Secure Remote.

Toronto: Outlook 2000 and Upgrade iAvenue.

Las Vegas: Outlook and windows updates.

Baltimore: Office XP upgrade.

Onsite Technical Work at SSCI, Guadalajara, Mexico:

Configured third party test computers for test engineering department to segregate SSCI systems from Plantronics’ network. Using PC Anywhere, Plantronics engineers were still able to have visibility to test data without compromising the network.

Licensing and engineering tools:

Lm tools-Mentor Graphics, Matlab, Minitab, Orcad, 3D Lightyear, AutoCAD.

Certifications and Training

Scrum Master Cert 2022

ICND 1&2

VMWare

ITIL V.3 Foundations

Microsoft Certified Technical Education Center: Updating support Skills from Windows NT 4.0 to Microsoft Windows 10 and 11

Microsoft Project Training

Global Knowledge: SharePoint Training

American Management Association: Critical Thinking: A New Paradigm for Peak Performance

Dell Premier Access: OptiPlex Desktops, Latitude Laptops and Dell Servers and Storage

Education & Achievements

California State University, East Bay August 1991-June 1993

(Formerly California State University, Hayward)

West Valley College, Saratoga August 1987-June 1989

Eagle Scout, Boy Scouts of America March 1986

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