J EFFREY S. EUSTICE

** **** ****

Rancho Santa Margarita, CA 92688

949-***-****

abgyx9@r.postjobfree.com

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

949-***-****

j abgyx9@r.postjobfree.com

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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