Project Management Information Technology
Resume:
Joel Medrano
S ENIOR I T MANAGER
Details
New York, New York
United States
***********@*****.***
Skills
Coordinating
Information Technology
Curiosity
Innovation
Business Operations
Leadership
Confluence Administrator
(Knowledge base)
Staff & Team Management
Google Workspace
Administration
Microsoft Office 365
Administration
Service-Now Administrator
Slack Administration
IT Project Management
SaaS Operations & Administration
JIRA
Agile Methodologies
User lifecycle management
Dropbox Architecture and
Administration
Technical Operations
Creative Problem Solving Using
Technology
Interpersonal Communication
Skills
Technical Support
ITIL Framework
C-Suite Level Support
Core Communication
Applications Expert
Enterprise Technology
Architecture
E-Discovery Administration
Employment History
Senior IT Manager, Global Enterprise Support Operations, Peloton Interactive, New York, New York
F E BRUARY 2 0 2 3 — PRESENT
• Product Owner - Confluence (Knowledge Management) Led the implementation and management of Confluence for knowledge management across multi-functional, multi-disciplinary teams, including Collaboration Systems, ServiceDesk, Helpdesk, Client Platform Engineering, Member Support Operations, and Supply Chain Operations. Tasked with keeping the knowledge base up-to-date through weekly service improvements and edits based on end-user (internal customer) feedback. Drove cross-team collaboration, streamlined workflows, and enhanced knowledge-sharing efficiency.
• Providing strong leadership and direction to the IT team, including hiring, training, and performance management of technical staff. Ensuring alignment of team goals with organizational objectives.
• Revamped IT infrastructure to optimize business positioning and operational support, yielding $1 million/month in net savings.
• Developing and implementing IT strategies, policies, and procedures to support the company's business objectives. Leading the planning, design, and implementation of IT infrastructure and systems.
• Collaborating with key stakeholders across departments to understand business requirements and priorities. Aligning IT initiatives with business goals and objectives.
• Managing IT budgets, including forecasting, allocation, and monitoring of expenditures. Identifying cost-saving opportunities and ensuring efficient use of resources.
• Managing relationships with IT vendors and service providers. Negotiating contracts, evaluating vendor performance, and ensuring compliance with service level agreements.
• Project Management: Overseeing IT projects from initiation to completion, including scope definition, resource allocation, timeline management, and risk mitigation. Ensuring projects are delivered on time and within budget.
• Implementing and maintaining security measures to protect company data and systems. Ensuring compliance with industry regulations and standards, GDPR and HIPAA, SOX compliance
• Overseeing IT service delivery and support processes, including incident management, problem resolution, and service desk operations. Implementing ITIL best practices to enhance service quality and efficiency.
• Driving continuous improvement initiatives to enhance IT processes, systems, and services. Monitoring industry trends and emerging technologies to identify opportunities for innovation and optimization.
IT Manager - Technology Business Partner, Noble People, New York, New York
JANUARY 2 0 2 2 — F E BRUARY 2 0 2 3
• Oversaw All IT operations, A/V Support ensuring secure, reliable services. Built and Integrated Knowledge Management System
Technology Trainings
Digital Transformation
Global Service Desk
IT Service Delivery
Zoom Video Architecture and
Administration
Collaborative Audio Visual
Meeting Room Support and
Maintenance
Technology Solutions Expert
Cisco Meraki Administration &
Deployment
IT Sourcing Management
Business Systems Implementation
Expert
IT Automation
Knowledge Management
Languages
English
Spanish
• Developed and implemented a knowledge management space to centralize and streamline access to organizational knowledge. Integrated a Slackbot to fulfill knowledge requests by answering user queries, utilizing knowledge articles as the source of responses.
• Automated responses to common inquiries, improving efficiency and reducing time spent on information retrieval.
• Managed infrastructure and third-party relationships.
• Head IT stakeholder, reporting to CFO and CEO
• Implemented process improvements and maintained IT policies.
• Managed substantial annual budget alignment with business needs.
• Managed user access and authentication processes, ensuring secure and efficient authentication across company systems. Implemented and maintained Directory configurations, including user provisioning, group management, and application integrations. Monitored system performance, resolved issues, and provided user support to ensure seamless access to resources. Enterprise Productivity Analyst - Enterprise Technology, The New York Times Company, New York, New York
J ULY 2 0 1 8 — DECEMBER 2 0 2 1
• Developed and maintained a comprehensive knowledge base in ServiceNow for all SaaS applications, including administration, collaboration best practices, and technical integrations. Leveraged internal customer use cases to drive knowledge adoption and improve operational efficiency, while ensuring high customer service satisfaction and support scores
• Deployment and Configuration: Overseeing the deployment and configuration of SaaS applications to ensure they meet organizational requirements and standards.
• Monitoring and Maintenance: Monitoring the performance and availability of SaaS applications, identifying and resolving issues promptly to minimize downtime and disruptions.
• Security Management: Implementing and maintaining security measures to protect SaaS applications and data, including access controls, encryption, and vulnerability management.
• User Support: Providing technical support to end-users for SaaS applications, troubleshooting issues, and assisting with user training and onboarding.
• Integration: Collaborating with other IT teams to integrate SaaS applications with existing systems and workflows, ensuring seamless data flow and interoperability.
• Vendor Management: Managing relationships with SaaS vendors, including contract negotiation, service level agreement (SLA) management, and vendor performance evaluation.
• Compliance and Governance: Ensuring SaaS applications comply with relevant regulations, industry standards, and internal policies, and maintaining documentation for audits and compliance purposes.
• Performance Optimization: Optimizing the performance of SaaS applications through performance tuning, capacity planning, and scalability enhancements IT Operations Lead (Americas), Cheetah Digital, New York, NY - Costa Rica/Los Angeles, CA
OCTOBER 2 0 1 7 — J ULY 2 0 1 8
• Oversaw global IT services transition post-divestment
• Built and maintained the first knowledge management space on the Confluence platform for Level 0-3 Support Engineers.
• Facilitated continuous improvement by ensuring documentation on SaaS applications, core communication tools, and cross-functional enterprise tooling remained up-to-date.
• Improved support team efficiency and knowledge sharing for end-users.
• Managed IT operations, support, engineering, facilities, security.
• Implemented 24/7 IT Support Service Desk.
• Led network shares and email archives migration.
• Managed cost-saving initiatives via Cloud-based SAAS services.
• Google Workspace Super Admin
• OKTA Admin
• Slack Workspace Owner
IT Support Engineer (MacOs Project Manager), Brunswick Group LLP, New York, New York
F E BRUARY 2 0 1 6 — OCTOBER 2 0 1 7
• Led the development and management of a knowledge base to support Mac OS users in a global creative department.
• Collaborated with cross-functional teams across various creative disciplines
(design, video, animation, etc.) to curate and update technical resources.
• Streamlined support processes for global team members by ensuring up-to-date, easy-to-navigate documentation.
• Implemented feedback loops with end-users to continuously improve the knowledge base, enhancing usability and accessibility.
• Ensured alignment with both IT and creative departments’ goals to support the specific technical needs of global creative professionals.
• Drove adoption and engagement through training sessions and regular updates, improving Mac OS support efficiency.
• Managed Mac desktops and laptops deployment
• User Lifecycle and asset management software & hardware
• Provided hardware and software support.
• Supported troubleshooting for C-Suite clients.
• Offered white-glove support to partners.
• Provided Level 2-3 support for MacOS and Windows 10.
• Office365 Adminstration
Enterprise Technology Support Technician, Hearst Corporation, New York, NY
OCTOBER 2 0 1 2 — F E BRUARY 2 0 1 6
• Support of over 4,000 users in-house 14,000 users worldwide various companies within the Enterprise group with 8 hours resolution, 87% efficiency goal
• Key Contributor to the first ServiceNow Knowledgebase post-implementation, leading knowledge management for Enterprise Technology teams (Level 1 & 2 Desktop Support). Ensured updates, communication, and support documentation were organized, up-to-date, and relevant for day-to-day enterprise support operations.
• ITIL based Service Desk, weekly service desk reports defined by issue, PC/MAC, SLA resolution times
• Concierge white glove support for VIP & Executives 1 hours SLA Resolution
• Genius Bar like training, advising of technology supporting all company equipment iPhone, iPad, Laptops
• Desktop Level 1-2 Troubleshooting on workstations mobile devices & company owned technology inventory
Apple Store Family Room Specialist, Apple Inc, New York, New York AUGUST 2 0 1 1 — OCTOBER 2 0 1 2
• Mac computers application & hardware support. Supporting Mac OS X and various application builds, software installations
• Mobile device technician (iPhone, iPad), supporting mobile IOS operating system, hardware replacements
• Efficiently tasking through Mac/Mobile support queue in timely manner, identifying and resolving hardware & software related issues.
• Teaching various workshops on backing up data & general computer usage
• Managing proprietary company software used to identify issues Technology Platforms
MOUS/Electronics Diploma, Thomas Edison Technical Vocational High School, Borough of Queens
S E P T EMBER 2 0 0 0 — J UNE 2 0 0 4
OKTA Administrator
Google Workspace Super Administrator
Duo Administrator
Microsoft Active Directory Administrator
Apple Business Manager
JAMF Administrator
Microsoft InTune Administrator
Google Cloud Platform Administrator
Workspace Owner, Slack Grid Enterpise
Office 365 Administrator
Azure Administrator
Agile Methodologies
References
References available upon request
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