San Antonio, Texas, United States
An IT Service Delivery and Operations professional with nearly 7 years of experience supporting and improving managed service environments. I specialize in keeping services running smoothly, aligning IT operations with business objectives, and driving continual service improvement. I bring a strong operational mindset, a hands-on approach, and a track record of owning issues through to resolution. My focus is on reliability, clear communication, and delivering measurable value - both to customers and to the teams I work with.
150+ Structured Reports Leadership and process structure planning Business development Overseeing operations for Deskside Support, Executive Support, Manufacturing IT Support, Management, and Coordination teams for Pomeroy on the Stryker account, while ensuring alignment with service delivery expectations and contributing to proposal development.
Central Region IT Deskside Service Manager For Stryker through Pomeroy Technologies
Coordinating while being present on the leadership team for Pomeroy's Stryker Corp Contract. Developing and implementing new policies, procedures, training guides, and work documentation to assist each region within the US with success. Resolving escalated service requests and incidents provided by on site technicians. Coordinating scheduling, training, and interviewing for technicians in the Central Region. Recording and notifying technicians regarding their current Service Level Agreement stature Providing hands on and remote support for customers throughout the US with user account management, account configuration, MDM, ERP systems, etc. Leading team of 25+ Employees
- Secondary Network Admin as well as Help Desk - Hardware Manager - Answering Tickets via Lansweeper and keeping notes and records of the work performed to resolve tickets and escalations. - Using Cisco CLI configuring Cisco Switches - IT Inventory Management (Asset Management) - Using AD (Active Directory) to Manage User Accounts, Devices OU’s, and Security Groups. Directly from RDP to the Domain Controller. - Managing Print Servers and Installing/Configuring/Repairing Printers Imaging Devices for Employees, this includes consistent new devices from Dell and Rolling back the old machines to other Departments. - Creating Employee Key Cards and Fobs using WinPak. - Managing Microsoft Office Accounts view Microsoft Admin on Office Portal. - Creating/rolling over/Managing Print Servers for the entire company. - Installing/Managing Multiple Softwares while imaging and Employee Transfers including PTC Creo, SolidWorks (+ePDM), and others. - Setting up new/transferred Employees including PoE phones, monitors, etc. - Setting up Dymo and Zebra label printers. - Remote Assisting Employees across the country via msra and vpn. - Resolving Network related issues such as Switch failures, loopbacks, UPS failures, and the standard bad cables. - Replacing APC UPS Systems. - Terminating RJ45 ends and female CAT6 Shielded ends. - Creating Purchase Requisitions via Microsoft AX - Creating/Managing Microsoft Hyper-V VM’s - Monitoring Network Switches via Zabbix - Driving to other sites to work on hardware and help customers in person. - Creating Work Instructions.