IT manager / Service Desk Manager / Service Delivery Manager

Jose Ross

Highly qualified and analytical professional with more than 7 years’ experience in IT operations, architecture, and implementation. Takes pride in ability to effectively combine corporate objectives and values with personal and professional goals and work ethics.

PROFESSIONAL EXPERIENCE

Vallarta Super Markets – Sylmar, CA

Service Desk Manager A pril 2015 – April 2017

Manage team of (4) Help Desk technicians and (4) mobile technicians

Responsible for new hire and termination process, as well as new hire on boarding and ongoing training for all technicians

Plan, configure, and migrate to Microsoft Exchange environments to Office365

Work in team to complete variety of projects which included POS deployments and network deployments

Assisted with Microsoft Hyper-v cluster host maintenance, which included server and SAN monitoring

Closely work with CIO and management to design, configure, and implement new hardware according to business needs

Implementation and configuration of Microsoft DFS for File servers

Active directory cleanup, which includes moving away from scripts and only utilizing GPO policies

Assisted with Windows server upgrades from 2003, 2008 to Microsoft Windows server 2012

Configure and maintain Office 365 suite via Admin console.

Microsoft Remote Desktop Services (RD) cluster setup using Microsoft Server 2012

Troubleshoot application, network, system issues in accordance to helpdesk policies and procedures

Support IT staff, as the level 3 escalation point

Install and maintain network availability, performance monitoring and notification systems

Analyze, audit and implement network security and network threat protection

Assign remote client vpn utilizing firewall and active directory for user logins

Analyze information to determine, recommend, and plan layout for type of computers, servers and peripheral equipment modifications

Responsible for creating and updating IT-related documentation (Policy manuals, Procedures manuals, Training manuals, Hardware/Software changes, and Down-Time logs)

Design and implement disaster recovery solutions Starwood Hotels & Resorts – Los Angeles, CA

I.T Manager J uly 2013– March 2015

Separate company network in to different VLAN’s to separate internal, guest, and meeting room network traffic 23515 Lyons ave., Unit 290

Santa Clarita, CA 91355

Phone: 213-***-****

Provided support for all Hotel operations including Sales and Catering, HR., F&B, Front Desk, and Engineering

Handled day to day tasks of I.T operations to maintain guest satisfaction and employee efficiency

Worked with multiple vendors to incorporate new technologies and upgrades to existing systems

Internal audits of systems done on a monthly basis to ensure network integrity and security by auditing user databases and position specific system access

Maintained network and system security according to PCI-DSS guidelines

Assisted Hotel through a major renovation, coordinating multiple complex projects simultaneously; such as overhaul of guest room internet and Wi-Fi infrastructure, ISP cutover, and Firewall upgrade

Oversaw and recommended I.T budget and spending

Maintained various servers for specific roles in the hotel such as Property management, Keycard management, Call accounting management, and F&B operations

Starwood Hotels and Resorts –Phoenix, AZ February 2010 – July 2013

Systems Analyst

Deployment of Microsoft Exchange 2007

Configured, and deployed security for remote access users using VPN

Maintained multiple servers and replications (DHCP, DNS, DFS, Users)

Installed and configured several new Windows servers using Windows 2000, and 2003

General Helpdesk Activities (Desktop Support, VOIP Phone Support)

Assisted installed, configured, and deployed Blackberry Enterprise Server

Configured Antivirus servers for maintaining current virus definitions on workstations and servers

In charge of all Blackberry Devices

Monitored Voice/Data Traffic using variety of tools

Created Group Policies scripts to automate user activities

Created and maintained backup strategies using Symantec BackupExec

Provide support for all hotel systems including Galaxy Property Management System, HSI Point of Sale, ADP Timesaver and Delphi Single Property Edition

Manage twelve servers running Windows 2003, Windows 2008 and Linux Red Hat environments, application servers and file and printer sharing

Administration of Active Directory, Exchange 2003, McAfee ePO, ScriptLogic, WSUS 3.0, security, permissions, shares and access in a Windows environment

Experience in the installation and implementation of operating systems and imaging desktop computers. Provide technical support for multiple versions of the Windows operating systems including Windows 2000, Windows XP, Windows Vista, and Windows 7

Experience in installation and administration of Micros Workstation 5 terminals

Complete monthly, quarterly, semi-annual, and annual PCI/PA-DSS Validation Check-lists and maintain relevant documentation

Ensure PCI/PA-DSS compliance on corporate IT standards to pass internal and external compliance audits

Assist with corporate conferences requiring specialized network configurations, including installation and configuration of switches, access points, and wiring of CAT5e 23515 Lyons ave., Unit 290

Santa Clarita, CA 91355

Phone: 213-***-****

Provide an exceptional guest experience with guest facing technologies, including High Speed Internet Access, printing and faxing, and business center solutions

Assisted in creating and updating IT-related documentation (New Hires, Terminations, Policy manuals, Procedure manuals, Training manuals, Hardware/Software changes, and down-time logs TECHNICAL SKILLS

Operating System/Software: Cisco Switching and access points, Microsoft Deployment Workbench, Microsoft Exchange 2007/2010/2013/2016/Office365, Microsoft Server Family (NT, 2000, 2003, 2008, 2012r2, 2016), SQL Server 2005/2008/2012, Blackberry Enterprise Server and device deployment, Mobile device deployment tools and email setup, Adobe Photoshop, Advanced knowledge of Microsoft Office365 Suite (Excel, Word, Access, and PowerPoint), Extranet/Intranet Web Programming (minor knowledge in python and HTML but learning more)

Hardware: Cisco Firewalls, Cisco Routers and Cisco Switches, HP POE Switches, Nortel VoIP and Analog PBX switches, Cisco PBX, Ruckus Wireless equipment, CAT5-CAT6 wiring, telecomm wiring and troubleshooting, guest digital signage configuration, mobile device configuration and management EDUCATION

Microsoft Online Training Academy

Active Directory Forest implementation and management File Sharing and permission management

Windows OS deployment and configuration

CompTIA IT Certifications

A+ certification

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