Orange County, California, United States
As business in today’s market changes rapidly, so do the challenges and technologies facing IT departments. Working within global leading edge companies over the past 20 years has given me opportunities to learn and apply strategic technical solutions that effectively support these organizations. Just as a business is required to be dynamic, so is my skillset. Accustomed to working with leading edge technologies, my experiences include optimizing revenues, strategic planning, staffing, networking solutions, business continuity, enterprise operations, customer service, and client solutions.
• Manage the day-to-day service delivery operations • Implement ITSM solutions using ITIL framework and SDLC processes to manage service delivery such as incident, change, problem, knowledge, and asset management • Ticketing platform development and management • Support for all company business unit agents • Develop standards for procurement and other relevant service delivery technologies • Manage vendor relations, technical documentation, special project for infrastructure • Onboarding and training for infrastructure new hire corporate, contractors and offshore teams • 5 direct reports, 100 indirect reports
• Manage the daily execution of the Service Desk Call Center • Vendor and contract management • Promote adherence for ITIL processes • Develop an ITSM model for multi-tenant / self-service portal access (ServiceNow) • Responsible for customer SLA’s / metrics to drive service improvement • Drive initiatives to enhance change management and operational procedures • Develop training materials, standards, and processes to minimize service request • 8 direct reports, 1 indirect
UC Point provides 24/7 support and services for Lync and Skype for Business • Level II & III support team development • Establish internal and customer support process and procedures, change management policy • Develop front line support training materials • Metric tracking and service performance monitoring • Identify support team requirements / GAP analysis
• Lync Enterprise Voice project management, migrations, and implementations • Lync Server 2010 / 2013, Office Communications R1 / R2 • Tier II & III remote support • AudioCodes & SBA deployments • IP Trunking / ISDN configuration / PBX integration • Experience with ISDN (E1/T1) / CAS and analogue devices
• Established US company presence, including but limited to state and legal business requirements, employee wages and health services, office, equipment, and vendor management • Achieved Microsoft technical competency certifications • Lync environment health checks • Tier II support • Lync analysis and troubleshooting
(Acquired by Ascom) Local manager for site services, building security, customer service, system administration, helpdesk services, purchasing, remote / mobile support, system development, system maintenance management, system monitoring, training, and vendor management. Accomplishments • Project manager for global desktop deployment, Microsoft OCS, and FTP services during IT services outsource transition • Reduced annual budget 11% through vendor, service, and license management. • Implemented electronic data storage solution. • Administer Cisco Call Manager IP PBX environment • Develop central and remote management solutions to enhance efficiency for small support team (TrackIt, printer management, mobile devices, etc.). • Design, document, and implement process and procedure to meet SOX requirements. • Develop Active Directory and NTFS standards • Managed contract personnel on a project basis.
Responsible for internal helpdesk support, system administration, desktop services, data center, and project management through the Project Life Cycle. Providing metrics, process, and procedures for change management, portfolio management, and Sarbanes Oxley Compliance. 24/7 Cisco / Microsoft centric environment. • Implement Balanced Scorecard framework. • Developed TCO for IT Spending. • Created Service Level Agreements for desktop and system administration support. • Resolved network security issues by implementing policies and standards for LAN / WAN connectivity. • Increased customer service response time with desktop hardware and software standards. • Fostered relationships with other departments and developed solutions with for tracking software licensing and hardware inventory. • Created positive cash flow by augmenting electronic equipment disposal process with asset recycling program. • Implemented full enterprise antivirus solution. • Other supported applications, Exchange, IIS, SQL, SharePoint, SMS, Great Plains • 6 Reports, 4 Direct Sr. System Administrators, 2 Indirect System Engineers.