Manager Quality Assurance
Resume:
J EFFREY S. EUSTICE
Rancho Santa Margarita, CA 92688
***********@*****.***
S UMMARY OF QUALIFICATIONS
IT Support Manager / Business Analyst with exceptional record of delivering cost
effective, high performance technology solutions to meet challenging business demands.
Strong background in user training, project and process management, technical support and
documentation. Worked extensively with Fortune 500 companies.
EXPERIENCE
2007-Present
Standard Pacific Homes – I rvine, CA
IT Service and Support Manager
Manage Corporate IT Help Desk and Desktop Support groups including
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s taffing, budget, performance and schedules.
Operate as escalation point for all IT related issues as needed.
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Facilitate and implement Asset Management processes including equipment
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r ecycling and facilitate purchasing.
Implement ITIL processes with the Help Desk and Desktop Support teams and
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f acilitate adoption into entire IT organization.
Manage the Service and Support organizational related projects.
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Serve as active BMC Remedy Administrator.
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2004-2007
IBM Global Services – R ocklin, CA
Help Desk Manager
Manage 1 st a nd 2 nd t ier remote support teams including staffing, budget,
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p erformance and schedules.
Collaborate with other support organizations to improve IT infrastructure and
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s upport needs for client, Gap Inc.
Operate as escalation point for all IT related issues.
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Train staff on use of new programs and procedures and document outcome.
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Developed process improvement for increased work loads and resolution rates.
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Write and document system procedures for problem handling and resolution.
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AmerisourceBergen – S acramento, CA 2002-2004
IT Technician
Support and repair computer systems, networks, hardware, software, VPN, and
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Telecom.
Support and maintain Windows 2000-XP network security and safety standards.
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Travel and support corporate and pharmacy systems and their networks.
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2000-2002
Hewlett Packard – R oseville, CA
Help Desk Analyst – Team Lead
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Provide 1 st l evel system and application support for Windows 2000-XP.
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Responsible for Network troubleshooting LAN, WAN, VPN.
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Maintain Hewlett Packard network security and other processes.
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JEFFREY S. EUSTICE
19 Mira Mesa
Rancho Santa Margarita, CA 92688
j **********@*****.***
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E xperience Continued
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Inacom – O ntario, CA 1 997-
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2000 C omputer Technician – Team Lead
Customize, build and repair Hewlett Packard, IBM, Compaq, Dell, NEC,
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Toshiba, Sony and Apple Macintosh systems.
Operate as Quality Assurance Manager and Team Leader.
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1 995-1997
B.A.M Computers – Walnut, CA
Help Desk Analyst
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Provide 1 st l evel system and application support for Windows 95, DOS and
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c ompany proprietary software.
Responsible for Network troubleshooting.
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EDUCATION
2011
B.S., Computing Technology
Chapman University, Irvine, CA
2006
A.A., Liberal Arts
Sierra College, Rocklin, CA
CERTIFICATIONS / TRAINING
Help Desk
Institute – Support Center Team Lead, YCA Project Management, BMC Remedy
Administrator, BMC Remedy IT Service Management Administration, ITIL Foundations,
Situational Management, A+, Microsoft Certified Professional, Active Directory, VMWare,
Crystal Reporting, SQL, LANDesk, IIS, Blackberry BES, Network +, MS Office,
Outlook/Exchange, Cisco VPN, JD Edwards, Sharepoint Services, PBX Phone
Management, Audix, AAP
Contact this candidate