Customer Service Sales Representative
Resume:
DAVID M. BELL
Canyon Country, CA 91351
www.linkedin.com/in/davidbell17/
*********@***.*** 661-***-****
COLLABORATIVE, ANALYTICAL IT MANAGER
Build and lead teams by setting clear direction and achievable goals.
Control cost. Meet and exceed end-user expectations.
ITIL Implementation Technical Support Hardware Lifecycle Management
IT Outsourcing P&L Management Budget Preparation Disaster Recovery
Extensive experience managing and delivering IT customer service. Set goals to empower team performance based on SMART
process: specific, measurable, achievable, results-oriented, and time-bound. Strong expertise in administration, outsourcing
engagements, project management, total quality management, SDLC, and ISO9000 practices. Effectively manage client
relationships and develop engineering staff. Demonstrated success developing and implementing continuous improvement plans
and service desk operations for increased productivity. Develop and motivate staff as mentor and role model. Understanding
HIPPA and SOX guidelines. Understanding of HRIS / Accounting PeopleSoft applications. Familiar with LEED program.
PROFESSIONAL EXPERIENCE
SIDLEY AUSTIN LLP, Los Angeles, CA 2002 – 2014
Regional IT Manager
Managed daily operations of office IT help desk, desktop support and WAN/LAN network infrastructure environment in Los
Angeles, San Francisco, Palo Alto, and Seattle offices. Coordinated all AV/VTC setups in conference rooms. Managed
relationship between local office and all IT-related vendors, and managed the contract negotiations. Performed employee
performance reviews and monitored customer surveys. Provided direction to staff of 8 in Los Angeles, 1 in Palo Alto, and 2 in
San Francisco, on service expectations and projects. Assisted the Security teams in Cyber attacks and hacking attempts.
• Responsible for all recruiting activities for assigned staff, including recruiting and selecting, assigning and prioritizing work
activities, performance management, compensation management, developing employee skills and abilities, providing career
guidance, and supporting company policies and processes.
• Coordinated successful roll out of Xerox MFD units to all three West Coast offices. Reduced overall footprint of stand
alone printers by one third.
• Managed relationship of AV/VTC vendors, Spinitar, Lutron, and CISCO, installing Lutron lighting and Cisco Tandberg AV
equipment during successful build out of AV environment in West Coast offices.
• Directed infrastructure design of build outs of 2 floors in Los Angeles office, 2 floors in San Francisco office and Palo Alto
office relocations, completing upgrade 2 weeks earlier than expected.
• Coordinated installation of BICSI standard CAT6 cable on all build out floors and completed upgrade of data center
environment with BICSI standard CAT6 cable, reducing risk of data loss.
• Set up inventory control standards in 3 West Coast offices and increased end-of-life equipment disposal 25% and reduced
loss of inventory 98%.
• Conducted successful installation of security systems close circuit IP cameras and access management systems in West
Coast offices.
• Coordinated the upgrade project of the wireless network in the local West Coast offices.
• Implemented security measures to be in compliance with HIPPA and SOX guidelines to restrict users from having access to
documents stored in the DMS (iManage Document Management System) and files stored on file servers.
• Coordinated all security activities between the local security teams and our Firm Security teams.
• Performed contract reviews with vendors and established SLA’s.
• Acted as mentor and resource for technical services personnel by setting example of appropriate behavior, work habits, and
attitudes towards coworkers and management, increasing improved team work and customer satisfaction results.
DAVID M. BELL PAGE TWO
*********@***.***
CB RICHARD ELLIS, Torrance, CA 1999 – 2001
Regional Manager, Information Technology Field Technical Support
Managed field technical support group for WAN/LAN Server environment and desktop hardware and software support for
Southwest region, including Southern California and Phoenix. Managed disaster efforts for region. Performed interview of
recruits and recruited personnel. Wrote procedures for rollouts of PCs and server upgrades. Managed group of DBA’s on
software applications for the Real Estate mapping departments.
• Responsible for all recruiting activities for assigned staff, including recruiting and selecting, assigning and prioritizing work
activities, performance management, compensation management, developing employee skills and abilities, providing career
guidance, and supporting company policies and processes.
• Worked with disaster recovery vendors, establishing disaster recovery actions to hot backup site.
• Managed a staff of 22 network and desktop support engineers and assisted in hands-on support of Novell and Microsoft
environment, reducing need to increase staff headcount.
• Empowered staff to achieve goals by preparing performance evaluations and providing coaching and mentoring.
• Reduced costs 20% by establishing aggressive guidelines for installation of software on server platforms, Novell and
Microsoft, improving user satisfaction 25%.
• Set up training schedules for support engineers, assisting them in achieving certifications and monitoring career paths.
• Directed office expansion and relocations projects, reducing contractor costs 35%.
• Managed data center infrastructure upgrade projects at main data center and remote offices in region, reducing network data
loss and increasing user satisfaction.
• Improved user satisfaction 10% by negotiating relationship of IT department and users in field offices.
• Coordinated upgrades to HR and Accounting PeopleSoft application to Southwest Regional offices.
ADDITIONAL EXPERIENCE
ENTEX INFORMATION SERVICES, Culver City, CA
Branch Service Manager / Pre Sales Manager (Currently Siemens Business Solutions)
UNISYS CORPORATION, Newport Beach, CA
Client Service Account Representative – Pre Sales Representative
Client Service Manager
Customer Service Engineer Team Leader – Pre Sales Representative
EDUCATION
Computer Technology Degree, Control Data Institute, Los Angeles, CA
ITIL Foundation in Service Management – itSMF EXIN International – (Certification # 60106)
ACCREDITATIONS
ISO9000 (ISO9001 and ISO9002) Internal Auditor
LA City Fire Department CERT Trained
PROFESSIONAL COURSES
Acclivus Sales Negotiating Skills CAN-DO Negotiating Skills
Targeted Selection Interviewing Skills Professional Writing Skills
Financial Management Business Techniques Priority Manager Skills
Microsoft Project Management MS Office Suite – Excel – Word – Visio - Databases
Wireless Networks Remedy / JIRA
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