SUMMARY:

• Ten plus years of managing End User Services teams of 10 or more employees.
• Ten plus years admin experience specializing in IT Service Catalog, Incident Management, Asset Management and User Administration
• Excellent customer service skills. Can effectively communicate with staff at all levels of the organization.
• Worked directly with auditors and IT staff during SOX audits. Managed IT support for onsite FDA and EMA audits
• User Services experience supporting over 1500 local and field based employees nationally
• Increased First Call Resolution by 15%, to a 30% monthly average, in one year
• Managed transition of Service Desk from a Full Time to a Contingent workforce due to company sale/restructuring
• Successful Vendor Management Relations
• Managed mobility team to review plan options resulting in savings of $180K over two years
• Instituted Managed Print Services resulting in over $2k reduction monthly in printer maintenance costs
• Changed electronic e - waste disposal from a cost to the business resulting in over 15k savings the first year
• ISTM ticketing system - Vendor liaison responsible for Incident Management, Service Catalog, Facilities Catalog, and Asset Management including design, testing, validation and implementation.
• Service Now Administration
• Managed rollout and ongoing support of both IT and Facilities Service Catalogs
• Successfully launched a Service Catalog with over 20 requests, eliminating 5 paper processes
• Implemented New Hire request catalog thereby shortening the setup time of user accounts from 5 to 3 days
• Worked with the business units to define requirements, develop workflows, capture KPI’s and implementation and management of new and existing requests
• Creation and maintenance of IT Knowledge Base repositories in both SharePoint and Service-now
• Successfully passed yearly SOX audits with no findings or observations for 3 consecutive years
• Fostered a positive and constructive relationships across technical and non-technical departments

PROFESSIONAL EXPERIENCE:

Confidential, Carlsbad, CA

Service Desk Manager / Service-Now Administrator

Responsibilities:

• Service Desk: Managing a team of 10 providing IT support for 600+ internal and external employees
• Participate in annual IT Budget creation for Service Desk, yearly PC refresh and future projects
• Increased First Call Resolution from a 15% monthly average to a 30% monthly average
• Increased closure of tickets by the Service Desk and Desktop from a /20 percent
• Restructured staffing levels to maximize desktop and phone coverage
• and mentoring staff, set yearly goals, milestones and measured results
• Six Sigma Greenbelt Project
• Service-now: Business process owner for Incident Management, Asset Management, Facilities Catalog and Service Catalog
• Launch of the Facilities Catalog within 30-day timeline to meet business needs
• Assist the business the with design and development of new Service Catalog Request Items
• Setup and manage automated tickets and reports in Service-now
• Asset management of printers, mobile devices, computers, laptops, etc.
• Launched Knowledge Base in 2016 with over 300 articles published to date

Confidential, Escondido, CA

Help Desk Supervisor

Responsibilities:

• Manage and oversee Service Desk staff supporting 300 plus employees
• and mentoring staff, set yearly goals, milestones and measured results

Confidential, San Diego, CA and

Regional Sales Manager

Responsibilities:

• Follow up with potential clients and qualify leads to determine viability for purchasing
• Guidance with usability of software including ONC-ATCB Certified Electronic Health Records and ePrescription
• Provide custom webinars to demonstrate software capabilities and to ascertain client needs

Confidential, San Diego, CA

Help Desk Lead

Responsibilities:

• Senior Support Lead for high performance full service helpdesk supporting over 1500 clients
• Manage work queue and ticket assignment using Altiris ticket management system
• Managed e-waste of all computers, servers and hard drives for recycling or destruction

Confidential, San Diego, CA

IT Manager

Responsibilities:

• Discover and document SQL/Excel Macro workflow used to determine revenue due from the County
• Successfully submitted requested data to the County on time
• Reviewed and updated IT related SOPs, including New Hire Process and Access requests.
• Updated company process for managing all existing and future SOPs and controlled documents
• Aligned staffing model with current and future requirements and made necessary changes that aligned to new standards

Confidential, San Diego, CA

Help Desk Supervisor / ITSM Service-now Administrator

Responsibilities:

• Promoted to Help Desk Supervisor - Managed full-service Help Desk supporting 1500+ employees
• Implemented ITIL and ITSM Best Practices into all new and existing Help Desk procedures
• Escalation/Incident manager for all critical outages (Virus outbreaks, server crash, etc.)
• Worked directly with SOX auditors for yearly SOX audit of IT access requests
• Provided monthly reports and metrics of entire IS department to senior management
• Kazan Event - Lead contributor to streamline HR / IT new hire process to ensure new employee accounts and access are setup on the hire date
• New Hire Orientation - Trained new employees on IS Systems and Security Protocols
• Service Now Administration
• Successfully launched the Service Catalog with over 20 requests, eliminating 5 paper process
• Responsible for testing and validation of all changes and upgrades to the Service-now system
• Worked with the business units to define requirements, develop workflows, capture KPI’s and implementation or changes to new and existing requests
• Asset Management: Worked with Asset Manager to maintain inventory and software licensing

Confidential

Help Desk Analyst IV - Lead Help Desk Technician

Responsibilities:

• Top Performer regarding opened and closed tickets and incoming calls
• Wrote Help Desk procedures, policies, FAQ’s and Knowledge Base Articles
• Provided support and oversight for calls that exceed existing documented resolutions

Confidential, San Diego, CA

Internal Helpdesk (Supervised Helpdesk and Desktop support staff)

Responsibilities:

• Supervised Helpdesk for internal and outsourced clients, Dispatch and Desktop Service personnel
• Monitor staff performance to ensure service and productivity levels were maintained
• Assumed responsibility of issues or calls that exceeding documented service levels

Confidential

Service Desk (Senior Service Desk Specialist)

Responsibilities:

• Top Performer regarding opened and closed tickets and incoming calls
• Entered all tickets and received incoming requests using CA Unicenter ticketing system
• Trained new and existing help desk staff on new and existing policies and procedures

Confidential, San Diego, CA

Technical Support Specialist

Responsibilities:

• Managed network infrastructure, computers, printers and phones for all San Diego branch offices
• Provided technical support services to over 80 California and Arizona based offices.
• Local travel to offsite locations to support software, hardware, network, phone and printer issues

Confidential, San Diego, CA

Sempra Energy Support Desk (Customer Support Analyst)

Responsibilities:

• Troubleshoot and resolve incoming calls, write and review KB’s and of new staff
• Maintained required SLA of 80% First Call Resolution or greater