IT Service Manager
Grenada Hills, CA
Skilled in supporting the needs of the business and leading an effective, motivated team in those efforts. My specialty is in multi-site teams with a strong emphasis on transparency and collaboration.
- Project Management
- Data Center Technologies
- Change Management
- Global Command Center Management
- Process Improvement
- Vendor Relations
PROFESSIONAL HISTORY
COMPANY: 15 Person Regional MSP February 2015 – Present
IT Service Manager
Managing a team of 9 technical engineers supporting approximately 60 client
- Manage service metrics responsible for maintaining contracted SLA performance
- Direct collaboration with Sales to onboard new companies at a rate of 2 to 3 a month
- Analyze existing systems to determine and maintain individualized KPI’s per client
- Define technical and business requirements via RFP process including ROI
- SOP owner and champion for service business processes
- Maintain company profitability through employee efficiency and client retention
- Manage all business aspects of service including planning, budget, allocations, marketing, and communication
COMPANY: Large Hospital 2011 – 2015
IT Supervisor, Client Services
Managed a team of 9 technical analysts supporting infrastructure/application support for 1200 employees
- Asset Inventory Project – implemented division-wide assets management system which improved asset identification and system deployment times by 45%
- Global Help Desk Project – Completed the CRMD division Global Help Desk Project. successfully transitioned platforms two weeks ahead of schedule avoiding the expense of dual environments
- Completed hardware upgrade of 115 out-of-warranty Form Factor systems used in the production of pacemakers. Improved cycle times by 12% avoiding yearly support costs upward of 100,000 by eliminating the need to hire additional support staff
COMPANY: Large Medical Devices Company 2001 – 2011
Global Command Center / Sr. Technical Specialist
Global Command Center Representative for Global IT Shared Services.
- West Coast single point of contact for severity 1 level outages of critical systems ensuring minimal downtime and rapid concise communication to business customers (Manager to VP)
- Implemented multiple improvements of triage practices for outsourced Data Center vendor and Global Help Desk
- Lead internal assessments/audits on validated systems providing evidence of established processes for HIPPA and Sarbanes Oxley
EDUCATION & Qualifications
BS in Computer Information Systems, DeVry University – West Hills
Technical Skills: Windows 10, Azure, Office 365
Database: Oracle, VB, SQL, MS Access
Industry Standards: HIPAA, SOX, ISO
Applications: Office, Project, SharePoint, Remedy, ConnectWise, Visio, TrackWise, Brightgauge, IT Glue, Teams
