Director of IT Operations
Resume:
Allen Edward Quiros
Plano, TX 75025
*********@*****.***
Work Experience
IT Manager
Sonida Senior Living - May 2022 to Present
IT Management Responsibilities/Achievements
Managed Service Providers (MSP), Data Center, Procurement (CAPEX), Asset Management, License Management, Disposal, Rubrik, Virtual Machines
Information Security: Risk Management & Audit, Policy & Document review & enforcement
Connectwise Ticketing system, Escalation procedures, SOPs
Account Management: Windows, Azure Active Directory, O365, PowerShell, Rubrik, DUO, Endpoint Protection, Dell DDP, Fortinet, Microsoft Teams, eFax
Computer image management
Managed corporate office site build out and assets for 70+ sites across the nation
Assist in SharePoint design
ITA, lifecycle and new site budgeting
Project Management
Kronos hardware management (Time Clock, portal.
Support of financial systems and hardware(including Panini check readers)
Director of IT Operations
Vitaltech Affiliates - Feb.2020 - May 2022
IT Management Responsibilities/Achievements
Procurement, Manage, Design & Implemented:
Ticketing systems: Fresh Desk, Zendesk, Sales Force / Service Cloud
Assisted with Hi-Trust, NIST and SOC certifications
Ticketing System Macro Design, Knowledge Article, Escalation Procedures
Systems/Network Security: Endpoint Protection (Sentinel One), Penetration Testing/SOC 2 Compliance/ Traffic Monitoring system & integration (Gradient Technologies)
Account & License Management: Microsoft Windows, Office 365, Email Creation, iOSEndpoint Protection, Slack, Microsoft Teams, Zoom Meetings, Phone System (Meeting and Phone Accounts), Smart Sheets, Mobile Device Management (MDM such as Samsung Knox, JAMF, Google EMM)
Building Access Management System (Keyless Entry) Account Management
Vendor Management such as CDW, AT&T, Kore Wireless
LTE Vendor, Service & License Management, Activation, Suspension & Deactivation
IT & Security: Policies including Wi-Fi, Password, Clean Desk, ITAM (IT Asset Management), Lifecycle, Asset and License management, Disaster Recovery, and other SOPs
Company Workflow designs/structure
Designed Micro-Controller & Script automating production & increasing yield by over 700%
Current & New technology service and vendor review for possible integration with VitalTech
Created communication paths between CSMs, Implementation, Development, QA & Support
Created SharePoint to centralize knowledge base and increase visibility for leadership
Staff development beyond current responsibilities and roles
Call Center Management Responsibilities/Achievements
Matured call center Support department from 2 Agents to 8 Agents, 1 Lead, 1 Intern, 1 Manager reporting to 1 Director.
Expanded hours of operations from 5 days (40 hrs) to 7 days (76 hrs) a week
Designed and introduced a bilingual support structure
Designed and introduces the Orientation Services (Basic & Premier)
Third Party 24/7 call center management for after hour support
Introduced international support (US, UK, AU) for Breezie Senior Care products
Further development of ticketing system to include various Forms, Macros as well as Support Articles to better support patients, nurses and doctors
Calls and support script creation
Review all recorded calls to increase training opportunities and growth
Introduced Customer Satisfaction Surveys
Daily & Weekly Matric Reports
Senior Technical Support Analyst
United Healthcare / Optum Technology
Sep. 2002 to Apr. 2020
Tier 3 level support for project, local support, network operations and telecommuters.
Citrix Support
Agile Integration, SLA/SLO Adherence.
Local and international phone support.
Service Now ticketing system.
Altiris Deployment support, Bomgar Support
Life Cycle support, Hardware inventory distribution.
Security improvement for network and PHI (Personal Health Information).
Project Management of software & security deployments, Mergers and Acquisitions software testing.
Real Estate/ Project for site relocation
PC Image Creation, maintenance and break/fix operations. OS upgrades
Headed site migration to various Windows platforms.
Headed Dallas area telecommuter migrations and support structure development.
Mac Support, Apple Hub support / integration Project.
Network Operation Technician
Alcatel Telecommunications Plano, TX
SSepember 2000 to September 2002
Tier 2/3 level support of all RAS, LAN and Wan Services.
Established communications with Germany, Spain, Mexico and other international helpdesks.
Maintained database for Remote Access Users (RAS) including security and account creations.
Assisted in the reduction of forces.
Maintained Cisco routers, Switches, VPN, WAN and LAN services.
Helped bridge language barriers between U.S personnel and Latin American offices.
Helped mediate cultural barriers between NOC and other international offices
Project management services.
Break Fix Operations maintaining and tracking of tickets.
Education
University of North Texas - Denton, TX
December 2000 to May 2004
Computer Science, Bachelors Degree
Pursuing CRISC certification 2022
Languages
Bilingual, Fluent in Spanish
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