Help Desk Management Coordinator

DAVID OLVER

Los Angeles, CA ***** 310-***-**** *****.*****@*****.*** https://www.linkedin.com/in/david-olver-43a973b/

INFORMATION TECHNOLOGY LEADER

Information Technology (IT) Leader with a proven track record of successfully managing teams of technology specialists to accomplish ambitious goals. Demonstrated ability to collaborate with upper management and clients to deliver specific software programs designed to perform a variety of tasks.

TECHNICAL SKILLS

JAMF Pro Google Admin/Workspace Onelogin 2FA Oomnitza Bettercloud Zendesk Jira Atlassian Meraki Cisco Datto Slack installing/troubleshooting printers Dialpad Fuze VoIP Mac & Windows proficient Virtual Meet set up install and tear down including Google Meet Bluejeans Apple TV High Five units Barscan asset tracking software Network/Internet set up and tear down Greenhouse Workplace by Facebook Workday Coupa Concur Printerlogic

EXPERIENCE

Compass, Los Angeles, CA November 2017 – September 2022

L3 Team Lead, July 2020 – September 2022

●Single point of accountability Team Lead for onboarding all new employees, temps, and consultants for the entire company nationwide. This was at a rate of approximately 40 - 100 new hires per week, for a total of over 6,000 people during my time as Team Lead, with a team of 18 people. This included building scalable self-guided modules to scheduling onboardings, training the onboarding team, problem solving, and fixing knowledge gaps. Also wrote knowledge base articles for future and current employees. Implemented a transition from one to one virtual onboardings to a self-guided module to free up IT Specialist time and maximize time IT was available.

●Team Lead for cross training all IT Specialists for Product Support of all Compass tools.

●L3 trained Tier 3 problems escalated from Help Desk, such as JAMF, Google Admin, Google Groups, Accounts provisioning and deprovisioning, VoIP issues, advanced hardware, software, and network troubleshooting (Meraki/Cisco), Office activations (ordering equipment, coordinating with low voltage and other installers, installing hardware such as Apple TV’s, Google Meet kits, rack mounted switches, UPS, Firewalls, modems and routers, Access Points).

●Mentored numerous new hires and trained them to get them up to speed for all things IT with Compass.

●Created Zendesk macros, triggers, groups, views, and request buckets to streamline processes in Help Desk escalation.

Senior IT Associate, February 2019 – July 2020

●Lead a biweekly meeting for IT Specialists to discuss and train on current topics and concerns.

●Set up/managed/tear down full AV set up for live streaming sales meetings which included projectors, mirrored screens to multiple TVs, a high def camera and microphone, as well as three hand held mics, a lapel mic, and a speaker.

●Tier 2 Help Desk Support

●Opened three Compass offices - set up Networks, printers, modem/router/APs, patched cables. Ordered hardware.

●Was responsible for all IT concerns and duties for the Hollywood office, around 250 people, both employees and real estate agents.

IT Associate, November 2017 - February 2019

●Tier 2 Help Desk for all things IT, from network, software, hardware, VoIP phones, printers, smartphones, and other troubleshooting and problem solving for employees and agents in fifteen offices with a white glove approach to service.

Dreamworks Animation, Glendale, CA June 2015 – June 2017

Asset Management Coordinator/Technician

●Coordinate weekly and weekend moves between facilities, production, and an asset team of ten. Each week approximately 100 employees’ hardware was moved to another location on site.

●Prepare spreadsheets and track assets through Barscan software.

●Use Barscan scanners to mark the location of assets.

●Tier 1 Help Desk troubleshooting.

Apple, Los Angeles, CA October 2010 – June 2015

Business Specialist, June 2014 – June 2015

●Facilitate large sales of Apple products business to business.

●Troubleshoot and solve minor technical issues for Business customers.

Apple, Los Angeles, CA

Specialist, October 2010 – June 2014

●Lead group workshops and one to one training of Apple products.

●Mobile Device repair certified.

●Worked at Genius Bar on mobile devices.

●Sales of Apple Products in retail environment.

EDUCATION

Bachelor of Arts (BA), Communications, Arts & English

University of Wisconsin, Madison, Madison, WI

Contact this candidate