Juan Cruz

adpopw@r.postjobfree.com

312-***-**** (C)

HIGHLIGHTS

Technical versatility ranges from responsibilities in the areas of help desk/desktop and field support, network administration, Warehouse Support and Project Management

Excellent follow-up skills to see tasks through to completion and communicate problem status to end users, such as notification of completion and notification of delay

Excellent analytical and problem-solving skills

Ability to work independently with little to no supervision

Expertise in network and desktop support, service support and administration, telephone help desk support, system/software support and migration, PC hardware troubleshooting, printer repair and support, project management and VMWare support.

Able to manage and lead coworkers in a fast-paced environment.

ITIL V3 Certified

Active Directory

MS Exchange

PROFESSIONAL EXPERIENCE

HARDWARE – Desktop/laptop computers, Citrix Wyse terminals, Ipad/configuring new PCs from scratch

SOFTWARE – Microsoft Windows 95/98, Windows NT, 2000, XP, Windows 7 and Windows10. Various software suites and packages such as Code warrior, 3D Studio Max, ZBrush, Maya, Lawson. BCM Inc., AR Remedy CRM, HpOpenview, HP Service Manager, Service Now, Active Directory, Office 2000/2003, Win2k/WinXP Pro, Imaging PCs and updating images via ghost software, Lotus Notes and Microsoft Office and Office 365. Configuration within Notes and Exchange Servers. Remote tools such as Remote Assistance, Remote Desktop and Glance. Some Cisco Voip Support.

PSAV/Encore

Service Center Manager (2016 to 12/2021)

Manager of the Service Center, Corporate End User Support, Exchange Admin and Data Security,

Currently supporting over 14,000 users.

Currently supporting users in the U.S., Canada, Germany and Mexico.

Implemented the Cherwell ticketing system within the company and currently the Admin for changes and enhancements.

Established a Service Center with a quick turnaround assisting users within the SLA

Established continuous training within the Service Center to better assist the users and improve 1st call resolution.

Changed the face of the Service Center where tickets sat for 2 weeks in the queue before and agent was able to work the ticket or reroute the ticket to the appropriate IT group.

Established metrics so that we could see where we were strong or where we could improve.

Project upgrading users from Windows 7 to Windows 10

Implemented our ITIL CAB process in Cherwell and ran the CAB meetings.

Implemented our ITIL Rapid Action Team for P1 and P2 incidents.

Implemented our ITIL Problem Incidents into our Cherwell ticketing application and was the owner of Problem Management.

Owned the Incident Management process where responsibilities included opening bridges with the correct IT Groups and vendors. Identifying the incident, containment, investigation, resolution, recovery and follow up. Sent out alerts when needed during this incident.

Support of Warehouse Operations technology

Hyatt

Service Desk Supervisor 2014 to 2016

Established a new Service Desk for Hyatt here in the United States to better the service for Global employees throughout the world.

Established a Service Desk that works 24/7 and every day of the year.

Opened a Service Desk out in Mainz, Germany for a follow the sun support for the Service Desk.

In the process of opening a Service Desk in Asia for the second level of support.

Currently in charge of over 32 agents within 3 shifts.

We use Service Now as a ticket tracking application throughout the company.

We followed the ITIL framework for Incident, Change and Problem management.

Metrics are provided form Service Now and Mitel applications.

Currently we support over 80,000 employees

We remote into pcs to troubleshot issues using Bomgar.

Support various OS systems, various brand of pcs and multiple devices.

Outlook 2013 is our main email application but due to Hyatt having Franchises, we support different versions of Outlook, going back to 2007.

Support of Hyatt Hotel Applications such as Opera.

United Stationers

Service Desk Manager (2007-2014) Desktop Support Manager (2013 to 2014)

Established a Service Desk that created and reassigned tickets to a Service Desk that had a First Call Resolution of 72%.

Managed 10 service desk analysts

Remotely log in to user PCs and troubleshoot PC issues

Support all hardware and software to resolve ticket as a first line of support

Support of Ipads, Iphones and Androids. Microsoft Office, Mainframe, Microsoft XP\Windows 7

Support Tools: SCCM client, Active Directory, Glance, Remote Assistance

Support Citrix

Unlock/reset users accounts via Active Directory

Follow ITIL Framework for Incident, Change and Problem management.

Ticket Tracking Software – HP Service Manager

Support more than 6000 users

Project Lead in Integrating 2 Service Desks into one.

Owned the Incident Management process where responsibilities included opening bridges with the correct IT Groups and vendors. Identifying the incident, containment, investigation, resolution, recovery and follow up. Sent out alerts when needed during this incident.

Desktop and Warehouse Support Manager (2012 to 2014)

Managed 1 IT agent in each facility supporting Call Centers in St. Louis, Orchard Park, NY, Oaks Pennsylvania. 2 Desktop support agents in the Oklahoma facility and 5 desktop and warehouse support agents in the Deerfield, Illinois facility.

In charge of second level support for facilities throughout the country.

Support of Desktop, laptops, Citrix Wyse terminals, warehouse printers, RF scanners, wireless devices.

Receiving and Shipping workstations in our warehouses.

Warehouse support of all logistics

Midway Games

Manage Help Desk/Desktop Lead Technician (2002-2006)

Managed purchasing of company hardware and software and initiate deployment

Purchased all IT-related equipment from PC hardware (i.e., motherboards, video cards, processors, memory, PC cases, hard drives) to servers to Cisco equipment. Working with purchasing vendors and creating POs, PO tracking and inventory for all Midway Games needs (3.5 years).

Managed the help desk queue and assigned tickets to four technicians; monitored the queue to make sure all tickets were completed according to their SLA. Managed the IT lab and did all purchasing related to IT equipment for 350 users (3.5 years).

Established standard operating procedures for the help desk, inventory and desktop support

Created and distributed help desk tickets to desktop technicians as the Helpdesk Queue Manager, ensuring timely problem resolution and departmental service levels (3.5 years).

Built, imaged and deployed all PCs and provided all levels of support for technical issues

Responsible for formal, telephone and remote support of corporate employees on-site, from home offices and traveling for software, hardware and network connectivity issues

Responsible for support of dial-up, wireless, VPN and proprietary software from install to functionality

Built and imaged new computers for new hires; troubleshot or upgraded existing computers

Remedy Tracking System (administrate, 3.5 years)

Configured PCs with the Microsoft Client

Account Administration

Home Base Router Configuration

Configuring TCPIP setting for network and VPN

3COM\US Robotics

Desktop Team Lead (1995-2002)

Used Novell networking and desktop troubleshooting and deployment software and hardware

Managed help desk ticket queue to assign and manage ticket distribution (6 years)

Upgraded ~800 users from Windows 3.1 to Windows 95 (in what kind of timeframe) and then to Windows 98 during separate rollouts

Lead ticket closer on my team and promoted to Lead Tech\Supervisor

Lotus Notes Support (7 years)

Lead the deployment of 100 printers as part of an 1800 employee facility move

Built a PC tech lab with 10 working stations to troubleshoot or image workstations

Managed movement of 1500 users and related IT services into the Rolling Meadows facility

Managed deskside agent work queue and distribution of workload to 15 different technicians (5 years)

Managed the IT desktop support department with 15 PC technicians reporting to me and supporting more 1500 users (5 years).

Managed desktop and help desk projects throughout the 5 years of management

Achieved or exceeded monthly quota on a regular basis

Certifications/Training:

ITIL Certified V3

HDI (Helpdesk Institute) – Support Center Team Lead Course

HDI – (Helpdesk Institute) – Helpdesk Manager Training

Cherwell Administrator

Microsoft Office 365

Microsoft Teams

Education

Roosevelt High School

Truman College

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