Director Of Security

• Jun 2021 - Present

Support Desk Supervisor & Senior Engineer

• Jan 2018 - Present

Lead Support Engineer & Helpdesk Supervisor

• Feb 2014 - Dec 2017

First response team member for all infrastructure outages and issues. Monitors servers, applications, network appliances and connections along with customer traffic using custom built tools. Work with the systems and network administration teams to resolve complex issues within specific service level agreement times. Manage and support users for several independent domains and virtual environments and server farms (including a separate multi-tenanted environment). Direct user support for issues within XenDesktop & XenApp. Show less

CCOPS Team Lead - IT Aquisition Analysts

• May 2013 - Feb 2014

Provide daily work direction and team leadership for IT operations resources to meet schedule, budget and objective targets. Provide hardware information to employees and project teams regarding the Sempra IT Product Lifecycle. Provide procurement information to a total customer base of 12,000+ internal employees. Work with project owners/sponsors and resource managers to meet goals of IT product or service delivery. Assist in the evaluation of products to determine IT solutions to complex Sempra business problems. Manage vendor relationships for procurement of IT products and services. Work strategically with other group leads and managers to address larger IT service delivery issues or targets. Document and address process issues and engineering issues for improved service delivery. Document and report performance metrics of the procurement team for management review. Provide performance evaluations & feedback for team members.Contracted Employee of CCOPS on the San Diego Gas & Electric Account. Show less

Desktop Support Engineer / Lead Project Analyst

• May 2010 - May 2013

Process purchase request forms from end users to value added re-sellers and vendors. Documents and maintains purchasing process. Provides ETA information for service and product delivery. I also worked as a backup administrator on the support team; as a specialized lead for Computer Asset Management System and Desktop Support Change Records. I managed asset records for thousands of desktop, laptop, thin clients, toughbooks, printers, scanners, and plotters.Assigned as Lead for the Procurement Analyst team on the Windows 7 Refresh Project. Responsible for week-to-week purchasing of all desktop hardware required for a company-wide Refresh Project. Primary tasks included daily coordination of installation for replacement devices within project timeline for all SDG&E/ SoCal Gas Utility employees and Sempra Corporate Employees. This required accurate communication with employees at all management levels.Maintain software asset records and perform administration including: approving software orders outside of company standards, processing all software license transfer tickets, maintaining enterprise software license keys for all MS and Adobe software, and providing license keys for installations to technicians. Met weekly with account representatives and vendors to discuss trending software issues. Documented all software delivery mechanisms for products within company standards.Provide training to and write documentation for new analysts. Training for these new employees includes how to procure common requests, identify and escalate out of process requests and/or critical service requests. Duties also include Subject Matter Expert information maintenance for all desktop procurement, keeping documentation evergreen, and providing current hardware model information to project teams upon request.Contracted Employee of Ricoh-USA on the San Diego Gas & Electric Account Show less

Onsite Support Specialist

• Sep 2007 - Jan 2010

At this HP Partner company I was responsible for providing direct support and fulfillment of HP Care Pack Services. Primarily this concerned same-day repairs for HP Proliant servers at both small buinesses and Fortune 500 companies such as Verizon, Disney Worldwide Services, and Qualcomm. I wrote my own itinerary each day and was responsible for confirming and completing these appointments to the satisfaction of each customer. I worked closely with Data Center Managers for server support, Company Executives for personal devices, and Helpdesk Managers for bulk repairs. I was held to the highest standards of Customer Satisfaction, and demonstrated clear communication skills to multiple levels of management. Duties also included some Sales Responsibilities to offer warranty services to existing HP Customers, as well as legacy support for end of life equipment. Show less