Helpdesk, Client support Manager
Resume:
Eduardo Soto
Chino Hills, California *****
***********@*******.***
www.linkedin.com/in/eduardosotoprofile
SUMMARY
A forward-thinking and customer-oriented IT Manager with extensive experience in customer support, ITIL, ITSM and SCRUM methodologies, risk management, project management, software development life cycle, and disaster recovery. Demonstrated desktop, network infrastructure and delivery systems expertise. Leverages excellent interpersonal skills to interface with senior leadership, cross functional teams and third-party vendors. Proven aptitude for implementing effective solutions on time and on budget.
EXPERIENCE
AIG GRE, AFFORDABLE HOUSING, Los Angeles, California
IT Manager, 2004-2017
Directed team comprised of three client app support associates and four application developers. Administered $2,000,000 annual department budget. Oversaw business KPI’s and SLA’s. Directed all hardware and business application projects. Planned and implemented major IT related projects. Provided ongoing hardware and software evaluation and recommendations. Led weekly, monthly, and quarterly departmental meetings with senior level management. Monitored call tracking system and allocated staff accordingly. Managed local disaster recovery and business continuity protocols.
Directed all mobile device configuration and deployment through AirWatch client.
Managed over ten Terabytes of business data through Varonis security management console.
Administered over 2,000 WYSE terminals worldwide through Teradici management console.
Managed over 400 VDI user images through vSphere management console.
AIG SUNAMERICA, AFFORDABLE HOUSING, Century City, California
IT Support Services Manager, 1998-2004
Led team of three support services associates. Monitored call tracking system and allocated staff accordingly. Created weekly and monthly call tracking reports highlighting all open, pending, and closed service requests. Maintained schedules for all desktop support associates, including personal time off, sick time, and vacation requests. Planned and implemented IT related projects. Oversaw hardware and software research, evaluation, and recommendation. Provided technical support for regional offices, as well as second/third level support to staff on major projects including virtual desktop deployment, mobile devices, and disaster recovery.
Assist in the deployment of purpose built SQL data warehouse application to over 250 business users
Consolidation of local infrastructure to corporate managed data center
KEY ACCOMPLISHMENTS
Deployment of Microsoft Terminal Server Infrastructure resulting in a 75% increase in user file/print productivity
Migration of server infrastructure from local data center to Ft. Worth, TX
MPLS implementation leading to a $500,000 annual cost reduction
Deployment of virtual environment
EDUCATION
UNIVERSITY OF PHOENIX
Ontario, California
B.S., Information Security
ITIL Foundation (actively pursuing certification)
TECHNICAL SKILLS
Microsoft Office Suite, Varonis, Teradici, vSphere
LANGUAGES
Fluent English, Spanish
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