Experienced Information Technology Professional with over 20 years of hands on IT experience in a wide variety of industries. Well versed in all things customer service/helpdesk management, technical and application support.
•Designed a plan to reduce the average aging of open tickets by 74% over a 6-month period.
•Successfully improved and updated the policies associated with onboarding of new employees (20+ weekly).
•Project Managed 15+ small to large projects from office openings, hardware refresh, Windows 7 migration, server rollouts to 22 branch offices, VoIP rollout, Office Suite upgrades, Symantec Antivirus upgrades.
•Orchestrated the migration of 300+ users from Office 2003 to Office 2007 spanning 25 locations ahead of schedule.
•Successfully managed the relocation of the corporate office containing 150 employees, 200+ computers and 50+ printers over a 2-day weekend.
•Successfully opened three bank branches while instituting new bank standards for HVAC, desk configurations and layouts, computer standards, printer standards and participated in the institution of security standards.
•Reputation for effectively promoting a positive and productive work place environment with a commitment to staff development and growth by delegating ownership to staff for their actions.
•Committed to the creation and maintenance of Standard Operating Procedures (SOP’s) to ensure quality of work and to maintain discipline throughout the department.
•Managed Service Desk Team of 15 Technicians that averaged between 3000 and 5000 ticket closures a month.
Perspecta – Contract (thru Insight Global)
Lead Desktop Support May 2019 – Present
Monitor ticket system and complete break/fix tickets
Perform Desk side and remote troubleshooting/support for the city of Anaheim
Conduct hardware lease refresh
Image hardware using SCCM
Desktop Support Analyst March 2016 – May 2019
•Managed support queue and provided support to corporate End Users.
•Performed various evaluations of Service Desk / Help Desk functions to identify areas of improvements
•Identified process improvement needs pertaining to “Call Handling” (soft skills, triage and detail) and “Ticket Escalation Process” (which team and which member of that team, how to escalate)
•Recognized areas where Technical writing updates were needed for existing Standard Operating Procedures (SOP’s) as well as the need for the creation of new SOP’s for those configuration items that did not have a SOP.
•Helped improve the Account Provisioning Process needed for the onboarding and termination of employees. Trained the Account Management Team on the updated process and provided assistance while the process was implemented.
•Utilized 1 on 1 and team meetings as a tool to discuss performance matrix results, conduct coaching and provide training as needed.
•Perform basic network troubleshooting and configurations such as; TCP/IP, DHCP, DHCP reservations for printing, DNS and connectivity from desktop to router.
•Involved in supporting AD, Group Policy, File Servers, DHCP, DNS, Print Servers
Wolin Design Group
Help Desk Manager September 2015 – January 2016
•Managed a team of 3 Helpdesk personnel
•Responsible for managing client relations between internal support staff and our customer base.
•Provided remote support for in-house developed Logistics application
•Mentored in-house support staff
•Process improvements through Technical Writing of Stand Operating Procedures and Training
Service Desk – Supervisor February 2014 – September 2015
•Managed a team of 7 Service Desk personnel
•Responsible for managing and mentoring Technical Support Analysts responsible for supporting 1000+ end users spanning multiple locations.
•Responsible for creating a single Service Desk department from two merged organizations by evaluating the benefits of both organization and combining the best processes into a standardized solution.
•Created, monitored and reported on KPI’s pertaining Service Desk functions
•Project manager of key Blue Chip initiative to migrate all resources into a single domain.
•Administrator of Numara (BMC) FootPrints ticketing system
•Created Change Management process for the Service Desk team.
•Recreated Service Desk workflow and escalation processes
•Basic trouble shooting of network and server components associated with End User support
•Troubleshooting of AD as needed mostly for account management.
Carrington Mortgage Holding, LLC
IT Service Desk, Director July 2012 – June 2013
•Managed a team of 15 Service Desk personnel
•Director of the Service Desk which encompassed the Help Desk, Desktop Support and Security Administration teams responsible for supporting 2500 employees spanning 17 companies under the Carrington Corporate umbrella.
•Help Desk responsibilities include but not limited to managing the Helpdesk team which was responsible for 300+ incoming technical requests daily while focusing on first call resolution, call escalations, ticketing queue management and resolution ownership
•Desktop Support managerial responsibilities include directing the Desktop Support team in fulfilling the requirements of their job to meet the expectations of their customers with tasks such as; technical assistance of remote or local users, equipment deployments, ticket queue management, IT projects, Asset Management and patch management.
•Managed the Security Administration team who was responsible for onboarding 25+ new associates weekly with multiple terminations daily and security auditing. Worked closely with the team to update the onboarding process.
•Responsible for reporting the performance of the Service Desk by utilizing KPI’s, Matrices and Surveys
CapitalSource Bank (formerly Fremont Investment & Loan)
IT Operations Supervisor February 2004 – March 2012
•Managed a team of 9 Client Services personnel
•Responsibilities included management of Help Desk, Call Center and Data Center Operations staff members, creation and maintenance of technical operating procedures, managing the enterprise Patch Management process while playing an integral part in the organizations Change Management process.
•Help Desk responsibilities include but are not limited to desktop/printer support, equipment deployment and asset control processes.
•Call Center responsibilities include but are not limited to answering incoming phone calls/emails from end users experiencing problems, creating trouble tickets within HEAT (companies ITSM)
•Data Center Operations Manager is responsible for the ongoing support, maintenance, performance and uptime of corporate data center facilities. Responsible for ensuring availability and security of data spanning 300+ physical and virtual servers.
•Responsible for the creation, auditing and managing the annual budget for the three different areas I manage.
•Project Manager for high visibility companywide projects such as the migration from Windows 95 to Windows XP, Office 2003 to Office 2007, Norton Anti-Virus 10.0 to SEP11 and Windows XP/Office 2007 migration to Windows 7/Office 2010.
•Responsible for the IT side of opening, moving, remodeling and closures of branches. These responsibilities included equipment ordering, setup and support of all IT equipment needed to run each branch.
•Responsible for managing and monitoring the Patch Management process to ensure timely patching of all IT assets (computers, printers, servers and applications). Ensure successful BETA testing have been completed within a test environment prior to deployment to the production environment. Review compliance reports and take mitigating action on those devices that do not meet the necessary requirements.
•Played a key role in the decision making process for changes scheduled within production as part of the companies Change Management Board.
•Key participant in the design, implementation,
•Basic Network and Infrastructure support related to desktop support
Orange Coast College, Costa Mesa, CA
Certified Novell Engineer (CNE) 3.12 & 4.x – Computer Learning Center, Fullerton, CA
Helpdesk / Service Desk / Desktop Support / Customer Service
Disaster Recovery Implementation & Testing
Security Administration / Account Management
SOX Compliance knowledge
oStandard Operating Procedures / How To Documents
BMG - Footprints / HEAT / Magic
Symantec - ServiceDesk
Computing devices –
oDell / IBM / HP / MAC
o printers / scanners / digitizers / copiers
Mobile Devices –
ophones / tablets / Mifi's
Windows - 95 - Win10
Windows Server - primarily 2008
MAC iOS - OS X
Citrix Support - Client
Cisco VPN - Client
Whole Disk Encryption (PGP)
IVR - limited - Client
Symantec EndPoint Protection (SEP)