Information Technology Help Desk
Resume:
Todd A. Bloss
**** ********* ****** ******** ********** 91001
adzhmk@r.postjobfree.com
EXECUTIVE PROFILE
Technology professional with 25+ years in the information technology industry. Emphasis on providing customer focused technology support for end users, project teams, application development and implementation.
Technology and management background include leading diverse, technical teams, in multiple offices and site locations, developing and managing budgets, devising time lines, monitoring project standards for all deliverables, creating strategies, overseeing technical design and implementation of enterprise level desktop and network solutions. Development of training curriculum, conducting training and maintaining quality assurance.
End User Support, Desktop/Network
Help Desk Implementation/Development
Client Servers Deployment/Maintenance
Disaster Recovery
Quality and Performance Management
Project and Product Documentation
Project Scope and Modeling
Staff and Team Management
Recruiting and Hiring
Vendor Relations
CAREER ACHIEVEMENTS
Researched, designed and implemented first “dial-in” Help desk system for internal firm technical support. By utilizing programming options, already inherent in existing phone system, was able to decrease time-to-answer, time-to-resolution and overall customer service efficiency by 50%, with zero increase in capital costs.
Created and implemented locally sourced and supported, campus wide digital signage information displays.
Utilizing existing campus cable TV systems and wiring and centrally locating media servers within the on-campus cable vault, was able to distribute location tailored media via existing cable infrastructure; saving the University of Southern California $80,000 in planned rollout expenses. By using only six media servers, directly connected to the University Cable TV system, USC was able to broadcast six independent media channels to forty, on campus digital media displays. Negating the cost of acquiring thirty-six media servers, their attendant digital licensing and Ethernet cabling.
Created and implemented “Technology Liaison” program for Los Angeles Price Waterhouse offices. Through meetings with line of service Partners and surveys of support staff, ascertained the need for a technology staff person, dedicated to each business unit within the firm, specializing in supporting each unit’s unique technology requirements. By assigning responsibility of each business unit to individual technology staff, in addendum to regular Help Desk duties, was able to instill pride of ownership in technology representatives and personalize technology support to Partners and staff by providing each business unit with a direct point of contact for all technology needs. Program results included timely, more dynamic response to client’s needs, and increased customer communication and feedback. Metrics for the quarter following program implementation showed a 22% increase in positive customer survey responses and a 73% decrease in negative responses.
PROFESSIONAL BACKGROUND
University of Southern California, Los Angeles, California October 2007- July 2023
Systems Analyst II, Auxiliary Services, Information Technology
Information technology support, maintenance and information system deployments for departments and individuals utilizing in-person, phone and remote access support. Responsibilities include deployment, help desk/break fix and maintenance of Windows operating systems and Microsoft Office Suite applications. User, Group and Group Policy management of Microsoft Server Domains, workstation and server operating systems updates and patches. Responsible for deployment and support of numerous proprietary, business software systems, including Black Board, KRONOS Timekeeping, 22Miles Digital Information Displays and servers, CBORD, WAMS, Lenel DVR systems, Morse Watchmen key management and T2 Systems campus parking and permit management for workstation, server and point of sale.
Options Child Care Services, Baldwin Park, California November 2003- June 2007
Manager, Information Technology
Information Systems Manager for non-profit, human services corporation, primary technology service and technical support representative, providing telephonic and in person help desk support to all staff, including 24/7, after hours availability. Responsible for implementation, support and maintenance of all technology assets, including network and desktop, hardware and software support; hardware and software upgrades and licensing; backup and recovery; break/fix, replacement and acquisition for two hundred desktop clients and six production servers through four offices and three cities.
PricewaterhouseCoopers, Los Angeles, California April 1995- July 2003
Manager, Information Technology
Operations Manager for the Los Angeles IT Help Desk, providing one-on-one technology service and support, both telephonic and in person, to projects, staff and Partners throughout the Los Angeles and surrounding offices. Comfortable communicating and interacting with all staff levels and group sizes, from individual technical support, to large classroom instruction. Responsible for the actions and training of seventeen technology helpdesk associates, including technology assets and staff for eight independent offices through four States. Ancillary management duties included support for firm-wide projects in the selection, delivery, and management of new technology and staff training. Executed traditional department management functions including fiscal responsibility, resource management, project management, and IT staff recruitment, retention and termination.
TECHNICAL SKILLS
Microsoft network and desktop operating systems; Windows 10/11, Windows Server 2019/2022.
Microsoft Office Suite 2019 and Office 365
Microsoft Exchange Server 2019
Citrix based cloud services and remote access support
Crystal Reports for Oracle and SQL servers
Database development and administration, Microsoft Access, Microsoft SQL, Lotus Notes
Enterprise-wide protection and recovery tools; Sentinel One, Sophos, Windows Defender, On-Track
Enterprise Backup tools, ARCserve, Tapeware, Veritas and One Drive
LAN/WAN systems design, implementation and support, utilizing Microsoft and Cisco products; Switch and Firewall systems
EDUCATION
California State University, Los Angeles 1992-1996
Computer Information Systems, four years
MILITARY EXPERIENCE
United States Army 1985-1991
Non-Commissioned Officer, Infantry.
Sergeant (E-6). Honorably Discharged.
Contact this candidate