Help Desk Technical Support
Resume:
Robert Garza Jr
Las Vegas, Nevada 89138
***************@*****.***
Objective
To secure a challenging and rewarding opportunity in a progressive and innovative environment. Professional Experience
Operations Manager, Help Desk
Tactis LLC – Las Vegas, NV
April 2023 – Present
• Manage Help Desk Associates for the ALLofUS.org initiative.
• Utilize Jira, Confluence, NICE, ServiceNow, and MS Office.
• Oversee cloud-based tools, staff workload, service delivery, and continuous process improvement.
Director, IT
Edwards Aquifer Authority – San Antonio, TX
June 2022 – December 2022
• Led all IT systems and contractor management.
• Directed teams across GIS, databases, networks, AWS cloud, and service desks.
• Developed IT strategic plans, budgets, and service catalogs.
• Oversaw website redesign and implemented business continuity strategies. Assistant Recorder
Clark County Office of the Recorder – Las Vegas, NV April 2018 – September 2019
• Managed all department operations: technical support, staffing, customer service, and call center.
• Introduced blockchain technology via TitanSeal for online document ordering.
• Developed WFH policies, SAP processes, and interdepartmental communication protocols. Manager of Technical Services
Clark County Office of the Recorder – Las Vegas, NV April 2013 – April 2018
• Directed development and implementation of technical support across IT disciplines.
• Deployed a remote recordation kiosk and implemented disaster recovery plans.
• Ensured PCI compliance and managed department technical budgets. Supervisory Database Administrator
Clark County IT – Las Vegas, NV
January 2008 – April 2013
• Supervised a DBA team supporting 400+ applications.
• Worked with Oracle, SQL Server, Informix, DB2, and IDMSR.
• Acted as Oracle contract liaison and hosted Southern Nevada Oracle User Group. Supervisor, IT Service Desk
Clark County IT – Las Vegas, NV
July 2006 – January 2008
• Supervised service desk, desktop, operations, and telecom support teams.
• Spearheaded Incident Management processes and ServiceNow implementation. Supervisory Database Administrator
Clark County IT – Las Vegas, NV
January 1998 – July 2006
• Oversaw DBA team and enterprise backup/recovery strategies.
• Managed software acquisition, SLAs, and coordinated countywide database efforts. GIS Database Administrator
Clark County CEIT – Las Vegas, NV
October 1996 – January 1998
• Managed GIS data repositories and hosted computer systems.
• Delivered GIS data to users and oversaw system upgrades. Senior GIS Analyst
Clark County Regional Flood District – Las Vegas, NV May 1993 – October 1996
• Led all GIS activities including data conversion and map development.
• Developed applications in ARC/INFO and ArcView, and maintained master plans. GIS Quality Assurance Supervisor
GIS Management Office – Las Vegas, NV
September 1989 – May 1993
• Developed quality assurance plans and standards for county GIS programs.
• Served as technical consultant and trainer in GIS and ARC/INFO. Education
Bachelor of Science in Earth Science – University of Nevada, Las Vegas Master’s Certificate in Public Administration – University of Nevada, Las Vegas Certifications
• ITIL Foundation Certificate in IT Service Management
• HDI Customer Support Center Manager Certification
• Certified Scrum Product Owner
• Certified Personal Trainer
Technical Skills
• Arc Macro Language, T-SQL
• ARC/INFO, ArcGIS, ArcIMS
• Oracle (7.3.4 – 11.02), SQL Server, Informix, DB2
• ServiceNow, Jira, Confluence
• Unix, Windows OS
• VIP Project Management
• Blockchain Fundamentals
• Disaster Recovery Planning, Cloud (AWS)
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