SUMMARY:

• Multifaceted, solutions - oriented, and highly motivated IT professional, with broad-based experience in IT service operations, End user support, Project administration; systems implementation; Processes Improvements.
• Armed with hands-on experience managing all project phases and daily IT EUS Operations, Functional hands on Operations Mac and Windows environment, and Incident management, leading by example.
• Complemented with excellent knowledge of hardware and software development life cycle (SDLC), REMEDY, TrackIt, Jira, Service Now, ITSM, ITIL, Asset and resource management.
• Extensive large Scale and Global O/S and MS Office migration.
• Excellent Business Analysis, CRM, SLA and CSAT management. Well experienced in RCA with adeptness in Risk and Change management, Quality assurance. Equipped with outstanding capabilities, along with the ability to develop and employ different projects methodology to achieve goals and objectives.
• Powered with more than 15+ years of IT local and international management experience in diversified industries supporting End Users and managing simultaneous projects. Effective management and training of Matrix teams and diversified vendors to include preparing and reviewing NDA, MSA, and SOW agreements.

PROFESSIONAL EXPERIENCE:

Confidential

IT EUS/Infrastructure Consultant

Responsibilities:

• Provided daily IT support MAC OSX and Windows, Operations, Network, Service Now, REMEDY ITSM, ServiceNow, TrackIt, JIRA, AirWatch, Casper, JAMF, CRM, Infrastructure for multi sites, corroborating with stakeholders, Executives, and vendors.
• Manage cross-functional projects, change and Risk management utilizing project management processes. Plan and Coordinate with all IT departments for EUS, infrastructure and network upgrade, SLA’s, processes and procedures implementation, deployment, Asset management, provisioning and Project fulfillment, function as liaison between client, End users and developers.
• Hold accountability for systematic RCA, process management, improvements, analytics, and documentation, providing Root Cause Analysis and solutions for Project implementation and roadblocks.
• Corroborate with Network and Systems Engineers in local and remote offices to develop and roll out project workflows. Update daily action items.
• Troubleshoot, established and document processes for daily IT operations that can be repeated successfully. Day-to-day IT operations management, status reporting and escalation of issues to senior levels where needed to attain project goals and deliverables.
• Ensure adherence to established security best practice, working with SME to establish IPSEC approved security processes and Encryption.
• Resolve all other daily IT issues, Incidents, to include establishing process for on-boarding, off-boarding.
• Provided support in defining project requirements and implementation plan, manage project to schedule providing innovation solutions to meet desired business outcomes.
• Analyze, Plan, and execute infrastructure and network upgrades; Avaya VoIP migration, data, and operating system (OS) migration to Windows 7 and 8.1, OSX, Office 0365 as well as the upgrading and customization of the 3rd party and proprietary software.
• Function as intermediary between Vendors and Client, translating stakeholder’s requirements into deliverables.

Confidential - Santa Clara, CA

Project Manager

Responsibilities:

• Managed daily IT Operations and End User support for the City of Santa Clara. Identified, prioritized, and delegated task and Projects solutions to internal support teams and external resources, as well as rendered root cause analysis, tactical leadership in assessing the overall IT functionality and processes improvements.
• Oversaw all aspects of IT EUS and Projects for the City of Santa Clara. Keenly monitored incident and ticketing queues through BMC Remedy, Service Now, IT service management (ITSM), Asset management and ITIL service management and Vendor governance.
• Presided over daily IT Operations meetings, Incident management, EUS priorities and resource deployment.
• Managed EUS, Infrastructure, Network upgrade and citywide Avaya VoIP migration from analog, and security assessments, updates, and patches deployment processes.
• Collaborated with Project manager, sponsors, and SME to plan and manage Projects, Change & Risk management. Activities to include developing processes for employee on- and off-boarding.
• Established and manage sustainable Asset tracking system, ITSM Module and MAC asset management.
• Designed, and documented procedures for software management, usage tracking, reclamation, and licensing.
• Facilitated training, mentoring and evaluation for all personnel, to include service desk management.
• Exemplified advanced-level information systems expertise in resolving complex technical issues, Incidents, and Roadblocks, providing RCA and solutions.
• Improved the daily operational user support overseeing the help desk, desktop support, end user support (EUS), (SCCM) network teams, applications development, and deployment teams, implementing processes improvement and applying client feedbacks,
• Streamlined processes by structuring standard workflow, Service request, software applications packaging, and Asset management.
• Facilitated and lead daily status meetings, delivering weekly and quarterly reporting on projects. Keeping project plans updated thru MS Project, SharePoint, ACCESS db., PowerPoint, Excel, and Visio. Handled all aspects of Project Planning and transition from 3G to 4G communication technology for the city Police and Fire departments, as well as the deployment of power backup systemsfor the City of Santa Clara.
• Planned Road Map and oversee citywide migration Project from Windows XP to Win7, Windows 10, Microsoft Office 2007 to 2010, Office 0365 and VoIP and network upgrade projects.
• Provided expert leadership to Matrix Project Team, and expertise as technical resource SME, and post-migration training and support for migrated users.
• Standardized data security guidelines, as well as software management, Purchasing, inventory, request, and installation approval processes.

Confidential - San Jose, CA

Business Analyst

Responsibilities:

• Strategized, and Managed Software’s applications compatibility and Lite-Touch Windows7 and Win 8.1, Office 2010 to Office 0365 migration and deployment options.
• Provided expertise in Change management, designing the migration alternatives for laptop/desktop imaging, OS upgrade, and data migration corroborating with Stakeholder requirements.
• Developed the systematic Lite-Touch deployment and training procedures for global migration of XP to Win 7; Win8.1 and Office 2012; as well as 0365 process using Microsoft Assessment and Planning Toolkit; Microsoft MDT 2010; Windows User State Migration Toolkit (USMT); and Application Compatibility Toolkit (ACT)

Confidential - Mountain View, CA

IT Business Analyst

Responsibilities:

• Managed and oversaw IT infrastructure Projects, O/S migration, applications compatibility, and deployment.
• Analyze and design alternatives for laptop and desktop imaging; OS Win7 to Win 8.1, Office 2007 to Office 2010 migration; local area network (LAN) and VoIP migration, data migration; as well as security analysis and upgrade.
• Designed and implemented customization of KACE Dell Application for Asset, Software and Hardware management, Technical Support, and Help desk ticketing system.
• Provided oversight to execution of Risk and Change management working with major stakes holders and offered exceptional leadership to the OPS Biz-Apps Department in Salesforce (CRM), Atlassian, SharePoint, JIRA, Scrum, Agile integration, and development for business applications.
• Managed Project development and liaise with Salesforce professional services team and client's Business team in ensuring Client requirements are being met and delivered on time.
• Exemplified proficiency in carrying out Service Now operations assessment, procedures development, REMEDY ITSM, Asset management, Dell KACE 2000, and IT business analysis on Software as a Service (SaaS).

Confidential, Palo Alto, CA

Migration Specialist

Responsibilities:

• Conducted daily IT End User Support School of Medicine, Hospital; security and encryption; backup and data recovery and migration.
• Spearheaded large-scale migration MAC OSX, Win XP to Win 7; Win7, Office 2007 to Office 2010 production imaging and data migration for more than five thousand users.
• Worked as the liaison for the McKee fee on data security and encryption with stakeholders, SME, and vendors.
• Implemented SLA and End User support guidelines resulting to increased and consistent productivity improving customer service and satisfaction. Managed Asset accountability and vendor governance.

Confidential, San Francisco, CA

Project Manager

Responsibilities:

• Planned and implemented Win7 Global Migration Team conducting O/S Win XP to Win7, 8.1, Mac O/S and data migration deployment, established and managed Risk and Change management analysis. Software tracking, usage, reclamation, setting processes for a sustainable Software licensing and utility management.
• Oversee technical support using Service Now and BMC REMEDY ITSM and Asset management and vendor management.
• Employed several standard data disaster recovery procedures and consistently updated project work plans through MS ACCESS, Excel, Microsoft Project, Visio, and SharePoint, providing updates to stakeholder, matrix team
• Received LinkedIn letter of commendation for demonstrating exemplary global migration project management,
• Maximized the productivity, cost effectiveness and processes improvements. Asset management and excellent team, stakeholders and vendor’s relationship management resulting to completion of project two months earlier to deadline and under budget.

Confidential, Oakland, CA

Project Manager

Responsibilities:

• Developed Technical End User Support procedures and service-level agreements (SLAs) for Helpdesk/Desktop support; customized of Track-It, ITSM Asset Management, software license tracking, and Change management.
• Oversaw Firm wide infrastructure systems upgrade and migration for Windows XP - Windows 7, Office XP to Office 2007, Exchange 2007, Analog telephony to Avaya VoIP.
• Proficiently developed Change content and Risk management system (CMS); Access database migration on Microsoft Office XP to Microsoft Office 2007 environment; as well as service and assets administration through ITSM.

Confidential - San Mateo, CA

Project Coordinator O/S Migration

Responsibilities:

• Provided SME and End User technical support to Executives (CEO, CFO, CIO, Directors, and Board members).
• Oversaw and managed antivirus software security updates, encryption, and deployment as well as the IT Asset procurement, Software licensing usage and inventory tracking.
• Led the implementation of ITIL good/best practice procedures for IT service and infrastructure management for daily application.