Experience

FibroGen, Inc.

• United States
• Biotechnology Research
• 300 - 400 Employee

• Senior Manager, IT Service Desk

  • Jan 2021 - Present

  Managing a team of IT Service Desk professionals to provide an outstanding global IT services from San Francisco to China.

• Manager, IT Service Desk

  • Jan 2018 - Dec 2020

  Managing the performance of Level 1 and Level 2 services & support to users (internal and external) and ensure that service levels are achieved. To ensure that users expectations are met or exceeded. Responsible for ensuring the staff are meeting and exceeding expectations in regards to performance, meeting defined metrics/benchmarks, and that standards and processes are followed to provide effective customer service and meet requirements. Provides leadership and oversight to the Information… Show more Managing the performance of Level 1 and Level 2 services & support to users (internal and external) and ensure that service levels are achieved. To ensure that users expectations are met or exceeded. Responsible for ensuring the staff are meeting and exceeding expectations in regards to performance, meeting defined metrics/benchmarks, and that standards and processes are followed to provide effective customer service and meet requirements. Provides leadership and oversight to the Information Technology Service Desk. Manages all activities related to Service Desk operation, services and procedures. Ensure that problems are identified and resolved in a timely manner to meet or exceed customer expectations. Ensures processes maintain compliance as per audit and governance.

• Sr. IT Specialist II - Systems Integration/Client Services/IT Operations

  • Jul 2013 - Dec 2017

  Responsible for managing IT services. This position utilizes deep subject matter expertise to collaborate with department members and leadership in order to drive project success and establish appropriate measures and targets. Coordinates and controls all changes to IT services by ensuring standardized methods and procedures are used for efficient and prompt handling of all changes in order to minimize adverse impacts of those changes to business operations and the users of IT services, and… Show more Responsible for managing IT services. This position utilizes deep subject matter expertise to collaborate with department members and leadership in order to drive project success and establish appropriate measures and targets. Coordinates and controls all changes to IT services by ensuring standardized methods and procedures are used for efficient and prompt handling of all changes in order to minimize adverse impacts of those changes to business operations and the users of IT services, and consequently to improve the day-to-day operations of the organization. A leader with significant customer interaction and ongoing communication with leadership in order to provide support, analysis and responses to customers within stringent time frames.

• Network Systems Administrator

  • May 2008 - Jul 2013

• IT Consultant (XP Environment)

  • Aug 2007 - May 2008



Nektar Therapeutics

• Biotechnology
• 300 - 400 Employee

• Service Desk Coordinator II

  • 2006 - May 2007



Indyne Inc./US Air Force

• Technical/Client Support Admin.

  • Jan 2004 - Jul 2006



TEKsystems

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• IT Consultant

  • Sep 2003 - Dec 2003



Roche

• Switzerland
• Biotechnology Research
• 700 & Above Employee

• Network Technical Analyst

  • Aug 2000 - May 2003

• Help Desk Support Analyst

  • Jan 1998 - Aug 2000



Toshiba America MRI, Inc.

• Data Center Coordinator

  • Sep 1993 - Dec 1998

• User Support Analyst

  • Aug 1986 - Sep 1993