SUMMARY

• Excellent customer service and project - management experience
• Extensive experience managing network administration, SSO cloud infrastructure management, desktop operations, help desk and IT support organizations.
• Extensive experience tracking call volumes, support calls and producing reporting matrix’s.
• Extensive experience implementing Salesforce, SAP, Okta, Slack, JAMF, Office 365, Intune, SCCM and Google Apps
• Extensive experience building and implementing helpdesk solutions at major corporations.
• Extensive experience administering, building, and implementing 24 X 7 IT support infrastructures.
• Extensive experience with I.T recruiting and managed services vendors
• Extensive experience with asset management, and hardware / software procurement

PROFESSIONAL EXPERIENCE

Confidential, Dublin, CA

Independent Contractor

Responsibilities:

• Provide I.T Support to various clients throughout the San Francisco bay area.
• Provide Implementation, configuration, and support for SaaS products from various vendors.
• Working with multiple clients in understanding and fulfilling their IT needs.
• Helping multiple clients supporting office 365, Google Apps, Okta, Jamf, SCCM, and Microsoft Intune infrastructures

Confidential, San Francisco, CA

IT Operations Manager

Responsibilities:

• I.T Operations manager for San Francisco corporate headquarters, Austin Texas, and remote satellite offices
• Managed Office 365, Google Apps, Intune, JAMF Slack, Zoom, Confluence, Confidential Hardware, and BOX environments.
• Implemented Okta for corporate cloud resources.
• Procured and installed Backup Solutions for corporate cloud resources
• Managed I.T procurement for hardware and software globally, in addition to global asset management.
• Managed corporate SSO, SaaS, VDI and virtual server environments.

Confidential, San Mateo, CA

IT Operations Manager

Responsibilities:

• Managed I.T Operations for San Mateo and remote satellite offices.
• Managed Office 365, Google Apps, Intune and JAMF environments.
• Designed and implemented SSO for corporate cloud resources using OKTA and Ping One
• Managed cloud backup for Office 365 and Google Apps
• Managed I.T procurement for all hardware and software globally, in addition to global asset management.
• Managed corporate SSO, SaaS, VDI, Confidential, and virtual server environments.

Confidential, San Francisco, CA

IT Operations Manager

Responsibilities:

• Managed I.T Operations for San Francisco and Puerto Rico offices with an annual I.T budget of 2 million dollars.
• Designed and implemented help desk process and workflow.
• Procured and installed Cisco VoIP Office 365, Google, SCCM 2012/2016 and Polycom video conferencing systems globally.
• Managed I.T procurement for all hardware and software globally, in addition to global asset management.
• Managed corporate SaaS, Confidential, VDI and virtual server environments.

Confidential, Palo Alto, CA

Lab Manager Desktop Engineering / Architecture

Responsibilities:

• Administered desktop standards and policies for Desktop Operations which includes mobile devices.
• SCCM engineering and administration.
• QA testing for desktop devices and applications hardware Mac / PC.

Confidential, Burbank, CA

Desktop Operations / Executive Support Manager

Responsibilities:

• Managed executive support team for Disney corporate,
• Managed migration project for PC and MAC systems
• Designed the process for XP to Windows 7- SCCM 2012 migration, and Mac OSX JAMF migrations
• Additional responsibilities include Server / Network administration, Exchange administration, BlackBerry and mobile support, VoIP administration, hardware / software procurement asset management, vendor management, and reporting monthly support matrixes.

Confidential, Century City, CA

Desktop / Help Desk Operations Manager

Responsibilities:

• Managed a team of 10 technicians, in a 24x7 support environment. My group was responsible for the day-to-day support of 1000 end users international and domestic, and monthly support matrix’s.
• Our responsibilities include and are not limited to SCCM administration, system support and desktop administration in a Mac OS 10.4, Win XP, Vista, Win2003 Server, environment, 2003 Server Enterprise implementation and support.
• Other support parameters included corporate asset management, hardware / software procurement support, printer administration issues, standard image creation for all desktop and lap top computer systems, image deployment, Remote Access and VPN, Exchange server administration, VOIP telecom administration, printer administration, hardware and software procurement, and vendor management.

Confidential, Beverly Hills, CA

Desktop / Help Desk Operations Manager

Responsibilities:

• Managed a team of 2 Network administrators, 8 desktop techs and 4 Help Desk techs in a 24x7 support environment. Responsibilities included IT infrastructure support, and IT Help Desk Support
• Other areas of responsibility included hardware / software procurement, corporate asset management, support and administration in a Win 2003 Enterprise Server and Win XP environment, Black Berry support, printer administration issues, standard image creation for all new servers, desktop and lap top computer systems, then deploying those images company wide, Remote Access and VPN, Exchange server administration and VOIP Telecom administration.

Confidential, Palo Alto CA

Desktop Support / Help Desk Manager

Responsibilities:

• Managed a team of 10 Desktop techs where I was responsible for monitoring the desktop support Remedy trouble ticket que. Our responsibilities included hardware asset management, troubleshooting desktop and laptops issues in Windows 95,98, NT, 2000, XP, Macintosh OS 8 - 10, X environment.
• Maintained and created standard images using Norton Ghost. Other responsibilities included issuing Static IP addresses campus wide, installation and configuration of new WINS, DHCP file and print servers.
• Provided Win 2k and Win XP campus wide roll outs and defined desktop and laptop standard configurations.

Confidential, Mt View, CA

Sr. Project Manager

Responsibilities:

• Responsibilities Included Design and Installation of the corporate Internal IT Help Desk. In addition to asset management, purchasing support Hardware / software, I also created and implemented a 3-tier support model for user support. This support included repair, trouble shooting, and administration of desktops and laptops both PC and Mac.
• Administration of E-mail accounts, in a UNIX Confidential -UX, Windows 95, and Win NT workstation/server TCP/IP environment.
• Additional responsibilities included Nortel telco switch administration, also manage, and coordinated, all department building moves.

Confidential, San Jose, CA

Sr Technical Response Center Technician

Responsibilities:

• Lead the technical response help desk team in an ACD monitoring environment, handling approximately 80 calls a day.
• Responsible for diagnosing, trouble shooting, and configuration of Mac and PC’s
• Network administration of network accounts and Internet mail accounts in a Unix Hpux environment
• Administered and maintained user and share volumes on NT servers.

Confidential, Cupertino, CA

Network Administrator

Responsibilities:

• Responsibilities include administration and reconfiguration of user accounts for all Internet users
• Provided technical support for systems and Internet mail software.

Confidential, Fremont, CA

Lead Technical Support Technician

Responsibilities:

• Supervised eight technical support reps who worked on the Confidential link online support project.
• Responsibilities included diagnosing and troubleshooting software failures for online users
• Certified Rework Technician.
• Wrote training manual for systems burn in and testing process.
• Wrote work procedures for systems pack, for the Quadra 950 and Mac ll FX. Also, strong background in