Experience

Provalus

• United States
• IT Services and IT Consulting
• 200 - 300 Employee

• IT Operations Manager

  • Mar 2023 - Present



VENZA

• United States
• Hospitality
• 1 - 100 Employee

• IT Manager

  • Jul 2019 - Present

  ● Helpdesk Manager (KPI focused) - Managing Help Desk employees in a tier structured department from level 1-3. ● - Recruiting, training, supervising, project planning, project implementation, technical writing/global communications, top tier escalation support. ● - Documentation creation - policies, procedures, improved processes. ● - Creation of KPI metrics reporting to confirm we are up to company standards. ● - Quality control review with one-on-one employee improvement… Show more ● Helpdesk Manager (KPI focused) - Managing Help Desk employees in a tier structured department from level 1-3. ● - Recruiting, training, supervising, project planning, project implementation, technical writing/global communications, top tier escalation support. ● - Documentation creation - policies, procedures, improved processes. ● - Creation of KPI metrics reporting to confirm we are up to company standards. ● - Quality control review with one-on-one employee improvement planning. ● - Monthly IT infrastructure update meetings, bi-weekly department staff meetings. ● IT Specialist/Trainer (Startup MSP for Hospitality) – Building an MSP from the bottom up, being one of the core four to begin this process. Currently at a revenue of close to 2.5 million in the first 6 months. ● Supporting all technical needs for rollouts, support, document creation, implementation and training. ● Managing server/pc critical alerts and backups using Solar Winds, Automate and BitDefender. ● Supporting all customer business related devices including servers, pc’s, mobile devices, printers, scanners, credit card machines, firewalls, switches, and routers. ● Working with vendors to support Opera, SMS, PMS, SpaBooker, Amadeus, Shift 4, Delphi, Lightspeed and Profitvue. Show less ● Helpdesk Manager (KPI focused) - Managing Help Desk employees in a tier structured department from level 1-3. ● - Recruiting, training, supervising, project planning, project implementation, technical writing/global communications, top tier escalation support. ● - Documentation creation - policies, procedures, improved processes. ● - Creation of KPI metrics reporting to confirm we are up to company standards. ● - Quality control review with one-on-one employee improvement… Show more ● Helpdesk Manager (KPI focused) - Managing Help Desk employees in a tier structured department from level 1-3. ● - Recruiting, training, supervising, project planning, project implementation, technical writing/global communications, top tier escalation support. ● - Documentation creation - policies, procedures, improved processes. ● - Creation of KPI metrics reporting to confirm we are up to company standards. ● - Quality control review with one-on-one employee improvement planning. ● - Monthly IT infrastructure update meetings, bi-weekly department staff meetings. ● IT Specialist/Trainer (Startup MSP for Hospitality) – Building an MSP from the bottom up, being one of the core four to begin this process. Currently at a revenue of close to 2.5 million in the first 6 months. ● Supporting all technical needs for rollouts, support, document creation, implementation and training. ● Managing server/pc critical alerts and backups using Solar Winds, Automate and BitDefender. ● Supporting all customer business related devices including servers, pc’s, mobile devices, printers, scanners, credit card machines, firewalls, switches, and routers. ● Working with vendors to support Opera, SMS, PMS, SpaBooker, Amadeus, Shift 4, Delphi, Lightspeed and Profitvue. Show less



Louisiana-Pacific Corporation

• United States
• Wholesale Building Materials
• 700 & Above Employee

• IT Manager

  • Apr 2017 - Dec 2018

  ● IT Helpdesk Desk Manager/System Administrator – Managing a Help Desk team in a tier structured department from level 1-3. ● Recruiting, training, supervising, project planning, project implementation, technical writing/global communications, top tier escalation support. ● Documentation creation - policies, procedures, improved processes. ● Bi-weekly meetings, one-on-one reviews quarterly. ● In charge of all publications (technical writing) to the organization… Show more ● IT Helpdesk Desk Manager/System Administrator – Managing a Help Desk team in a tier structured department from level 1-3. ● Recruiting, training, supervising, project planning, project implementation, technical writing/global communications, top tier escalation support. ● Documentation creation - policies, procedures, improved processes. ● Bi-weekly meetings, one-on-one reviews quarterly. ● In charge of all publications (technical writing) to the organization regarding: - Outages - Software implementation - IT security responses ● Play a primary role in our IT Cyber Security Response Team - Security Coordinator. Accomplishments - ● Designed metrics dashboards utilizing MS Power BI for Service Desk ticket KPI reporting. ● Created visual dashboards using Chronicall software for real time Service Desk phone statistics and KPI reporting. ● ITIL Foundation certification of completion. ● Configured and implemented Microsoft’s Self Service Portal. ● Implemented Multi-Factor Authentication globally within the organization. ● Created and completed a project to migrate all cloud based user/collaboration data from external vendor BOX.com to OneDrive for Business. Show less ● IT Helpdesk Desk Manager/System Administrator – Managing a Help Desk team in a tier structured department from level 1-3. ● Recruiting, training, supervising, project planning, project implementation, technical writing/global communications, top tier escalation support. ● Documentation creation - policies, procedures, improved processes. ● Bi-weekly meetings, one-on-one reviews quarterly. ● In charge of all publications (technical writing) to the organization… Show more ● IT Helpdesk Desk Manager/System Administrator – Managing a Help Desk team in a tier structured department from level 1-3. ● Recruiting, training, supervising, project planning, project implementation, technical writing/global communications, top tier escalation support. ● Documentation creation - policies, procedures, improved processes. ● Bi-weekly meetings, one-on-one reviews quarterly. ● In charge of all publications (technical writing) to the organization regarding: - Outages - Software implementation - IT security responses ● Play a primary role in our IT Cyber Security Response Team - Security Coordinator. Accomplishments - ● Designed metrics dashboards utilizing MS Power BI for Service Desk ticket KPI reporting. ● Created visual dashboards using Chronicall software for real time Service Desk phone statistics and KPI reporting. ● ITIL Foundation certification of completion. ● Configured and implemented Microsoft’s Self Service Portal. ● Implemented Multi-Factor Authentication globally within the organization. ● Created and completed a project to migrate all cloud based user/collaboration data from external vendor BOX.com to OneDrive for Business. Show less



Holiday Retirement

• United States
• Hospitality
• 700 & Above Employee

• IT Manager

  • Apr 2008 - Sep 2016

  ● IT Helpdesk Manager - Managing Help Desk employees in a tier structured department from level 1-3. - Recruiting, training, supervising, project planning, project implementation, technical writing/global communications, top tier escalation support. - Documentation creation - policies, procedures, improved processes. - Creation of KPI metrics reporting to confirm we are up to company standards. - Quality control review with one-on-one employee improvement planning. - Monthly IT… Show more ● IT Helpdesk Manager - Managing Help Desk employees in a tier structured department from level 1-3. - Recruiting, training, supervising, project planning, project implementation, technical writing/global communications, top tier escalation support. - Documentation creation - policies, procedures, improved processes. - Creation of KPI metrics reporting to confirm we are up to company standards. - Quality control review with one-on-one employee improvement planning. - Monthly IT infrastructure update meetings, Bi-weekly department staff meetings. ● IT Coach/Lead - Assisting technicians as a knowledge base, working with system and network administrators to find solutions for long standing issues. Assisted in interviewing, hiring, terminations, acting as manager when requested and advising new help desk managers in their duties and roles. Managing 8 Information Technicians who support roughly 6000 users at 300 locations. ● IT Trainer – Trained all IT technicians for 5 years, creating training material, teaching procedures and performance standards. ● IT 3nd level Information Technician - Resolved software, hardware, network and system issues through phone support and remote control. Troubleshooting multiple OS’s on an ever changing environment with a wide range of different software. Handled all escalations as the highest level of technical support for the IT Help Desk. ● IT Desktop Support Analyst - Installed/configured all software and hardware for the organization. Managed all IT inventory, asset disposal and the blackberry server. Built packages for OS/Software installs using building software: Desktop Authority, SCCM, and PXE Boot with pre-built images. Provided technical support for all remote and corporate office employees. ● Executive Support Technician – Traveled to support company meetings, setup and operate projectors, laptops, printers, soundboards, wireless connectivity, printing, etc. Show less ● IT Helpdesk Manager - Managing Help Desk employees in a tier structured department from level 1-3. - Recruiting, training, supervising, project planning, project implementation, technical writing/global communications, top tier escalation support. - Documentation creation - policies, procedures, improved processes. - Creation of KPI metrics reporting to confirm we are up to company standards. - Quality control review with one-on-one employee improvement planning. - Monthly IT… Show more ● IT Helpdesk Manager - Managing Help Desk employees in a tier structured department from level 1-3. - Recruiting, training, supervising, project planning, project implementation, technical writing/global communications, top tier escalation support. - Documentation creation - policies, procedures, improved processes. - Creation of KPI metrics reporting to confirm we are up to company standards. - Quality control review with one-on-one employee improvement planning. - Monthly IT infrastructure update meetings, Bi-weekly department staff meetings. ● IT Coach/Lead - Assisting technicians as a knowledge base, working with system and network administrators to find solutions for long standing issues. Assisted in interviewing, hiring, terminations, acting as manager when requested and advising new help desk managers in their duties and roles. Managing 8 Information Technicians who support roughly 6000 users at 300 locations. ● IT Trainer – Trained all IT technicians for 5 years, creating training material, teaching procedures and performance standards. ● IT 3nd level Information Technician - Resolved software, hardware, network and system issues through phone support and remote control. Troubleshooting multiple OS’s on an ever changing environment with a wide range of different software. Handled all escalations as the highest level of technical support for the IT Help Desk. ● IT Desktop Support Analyst - Installed/configured all software and hardware for the organization. Managed all IT inventory, asset disposal and the blackberry server. Built packages for OS/Software installs using building software: Desktop Authority, SCCM, and PXE Boot with pre-built images. Provided technical support for all remote and corporate office employees. ● Executive Support Technician – Traveled to support company meetings, setup and operate projectors, laptops, printers, soundboards, wireless connectivity, printing, etc. Show less



Stream Global Services

• United States
• Outsourcing/Offshoring
• 700 & Above Employee

• Adobe Software Technician

  • Nov 2007 - Mar 2008

  Phone support for all adobe products on Vista, XP, and Mac. Phone support for all adobe products on Vista, XP, and Mac.



UPS

• United States
• Truck Transportation
• 700 & Above Employee

• UPS Computer Technician

  • Jan 2003 - Oct 2007

  • Instructed internal and external UPS customers in the use of hardware, software, and operating systems. • Resolved software, hardware, and system issues through phone support. • Provided desktop support for multiple operating systems and various software applications. • Performed hardware and software diagnostics, installations, and upgrades. • Provided after-hours emergency computer service in situations where systems went down. • Mapped network drives and diagnosed… Show more • Instructed internal and external UPS customers in the use of hardware, software, and operating systems. • Resolved software, hardware, and system issues through phone support. • Provided desktop support for multiple operating systems and various software applications. • Performed hardware and software diagnostics, installations, and upgrades. • Provided after-hours emergency computer service in situations where systems went down. • Mapped network drives and diagnosed Workstation/Printer connectivity issues. Show less • Instructed internal and external UPS customers in the use of hardware, software, and operating systems. • Resolved software, hardware, and system issues through phone support. • Provided desktop support for multiple operating systems and various software applications. • Performed hardware and software diagnostics, installations, and upgrades. • Provided after-hours emergency computer service in situations where systems went down. • Mapped network drives and diagnosed… Show more • Instructed internal and external UPS customers in the use of hardware, software, and operating systems. • Resolved software, hardware, and system issues through phone support. • Provided desktop support for multiple operating systems and various software applications. • Performed hardware and software diagnostics, installations, and upgrades. • Provided after-hours emergency computer service in situations where systems went down. • Mapped network drives and diagnosed Workstation/Printer connectivity issues. Show less