My professional profile is characterized by a unique blend of analytical expertise, commitment to process improvement, people-centric leadership skills, and a deep understanding of technology. In the domain of IT service management, I bring a wealth of knowledge and practical experience. My familiarity with IT service/support delivery and change management ensures that I can implement strategies and best practices that optimize technical areas.My approach to work is inherently situational and adapting to the people I collaborate with and the specific scenario at hand. I believe in the power of empathy and strive to see things from the other person's perspective. This approach fosters effective communication and relationship-building, ultimately leading to better outcomes.As a seasoned leader, I have extensive experience in leading technical and non-technical teams. My leadership style is marked by open communication, mentorship, and a focus on collective success. Guiding individuals to work cohesively as a team is a central aspect of my managerial approach.Throughout my career, I have been instrumental in leading IT department operations, developing new policies, directing cross-functional teams, optimizing organization-wide activities through SOPs, and introducing industry best practices among teams for high productivity.My ability to extract meaningful insights from complex datasets allows me to grasp the details of any situation. Whether identifying anomalies that demand immediate attention or recognizing emerging patterns, I possess the skill set to leverage data as a valuable resource for informed decision-making.During my recent and prior positions, I have managed teams with different functional roles, overseeing all areas of project management, restructuring programs, maintaining support standards, and negotiating with vendors for IT procurement.Major highlights of my career:✔Improved customer satisfaction with IT Services from 3.6 to 4.5.✔Ticket backlog reduced by 80%.✔Purchased equipment from $10 to thousands of dollars.✔$5 million in annual savings.✔30% increase in system uptime.✔Led 35 technicians in Corona, CA and Atlanta, GA.Within my career, I have made it a mission to continuously seek opportunities for improvement. This approach has allowed me to streamline processes, enhance efficiency, and optimize results. Please get in touch with me via LinkedIn messaging if you would like to talk about IT service and support.
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It End User Support ManagerUniversity Of California, Riverside Mar 2022 - Jun 2023In this capacity, I worked as a key member of a tiger team that updated the ServiceNow Customer Portal to enhance self-service offerings, which ultimately contributed to customer satisfaction. I maximized team efficiency by reviewing the backlog of tickets and ensuring equitable distribution of workload among technicians. I coached 2 newly established supervisor roles within the team and provided them guidance on effective technician mentoring techniques.Highlights in this role include:➜Managed teams with different functional roles, including Endpoint/Desktop Support, Help Desk/Service Desk, and Student Labs including 40+ technicians (students, FT staff, contractors).➜Transitioned the management role from technical to leadership by implementing new metrics and elevating the team’s standards, which improved responsiveness to tickets and enhanced customer interactions.➥Improved customer satisfaction with IT Services from 3.6 (2021) to 4.5 (2022).➜Led all areas of project management for a campus reopening in Fall 2022, including setting up COVID testing sites, managing move-in weekends, facilitating class enrollment, and providing support during faculty meetings as students transitioned back to classrooms.➜Revamped the student work program by expanding it from 4 to 25 students and conducting large-group standardized training sessions, which resulted in achieving an 80% reduction in ticket backlog and reducing the ‘Mean Time to Restore Service’ from 7+ days to just 3 days.➜Improved support services by transforming the team's reputation from an initial challenge to a highly regarded asset for schools and reducing the Abandonment Rate (AR) from 40% to an impressive 6% (close to achieving industry standard of 3%).➥Initiated conversations with schools and integrated additional schools into Central Support IT Model, which enabled institutions to eliminate their own IT teams and achieve substantial annual cost savings of thousands of dollars for the university. -
Information Technology ManagerPomona Valley Hospital Medical Center Apr 2021 - Mar 2022I led diverse teams for top-notch service delivery, handling escalations for various IT services. I monitored operations, improved ticketing process, and ensured HIPAA-compliant hard drive disposal. I co-led Salesforce Remedy implementation, upgrading ITSM tool.Highlights in this role include:➜Headed multiple teams, such as Endpoint/Desktop Support and Help Desk/Service Desk. ➜Oversaw IT equipment procurement for the hospital, including ordering network and server equipment and handling equipment purchases ranging from $10 to thousands of dollars: stepped into the role of purchasing following the unexpected resignation of the department purchaser due to COVID-19 restrictions and demonstrated adaptability and readiness to new responsibilities.➜Achieved significant improvements in IT support operations, such as improving First Call Resolution (FCR) from 60% to 75%, reducing Average Seconds to Answer (ASA) from 550 seconds to 120 seconds, and reducing the abandonment rate from 38% to 6.5%.➥Engaged with team members, addressed their concerns, assisted team members with complex challenges, and shared techniques for efficiency improvement while fostering a collaborative work environment and valuing team input.➜Transformed the underperforming team into one that actively sought ways to facilitate the service desk team and contribute to collective success.➥Maintained exceptional support standards and empowered team members to complete daily tasks and extend assistance to service desk reps.➥Achieved $5 million in annual savings by maintaining best pricing and sufficient inventory during worldwide supply shortages through effective vendor management and purchasing optimization: decreased printing costs by $200K a year by relocating aging devices. -
It Operations Manager Desktop EngineeringPomona Valley Hospital Medical Center Nov 2020 - Apr 2021Pomona, California, United StatesI assessed ticket queues for common issues resolution, conducted cross-departmental visits, and coordinated with hospital leaders to gain insights into their support requirements and concerns. I streamlined procurement of essential IT equipment with a focus on maximum cost savings. I responded to urgent escalations and projects during the COVID-19 pandemic and resolved issues ranging from printer malfunctions to setting up an improvised emergency department for triage purposes in the parking lot.Highlights in this role include:➜Addressed team performance issues characterized by imbalanced work production, equalized performance levels across the team, reduced ticket backlogs from 300 to less than 60, and decreased response times from an unwarranted 3 weeks to meet customer expectations.➜Optimized staffing levels from 6 to 5 by executing a right-sizing initiative, which involved streamlining processes with an emphasis on maintaining high productivity with the technicians and exceeding previous output levels.➜Reduced resolution time and improved customer satisfaction by utilizing Lean IT methodology and implementing new key performance indicators.
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Information Technology Operations ManagerKaiser Permanente Aug 2016 - Dec 2019Corona, California, United StatesI managed IT operations at different sites (Corona, San Jose, Oakland, Vallejo, and Sacramento) by supervising 5 teams and delivering guidance to 2 network and telephony support individuals. I conducted staff meetings and 1:1 sessions with clinical and administrative leadership to drive projects. I supervised a center of excellence and served as a consultant for 150 call centers across Kaiser to provide expert guidance on their inquiries.Highlights in this role include:➜Developed and implemented software patching SOPs for all systems, which resulted in achieving a 30% increase in system uptime and a substantial reduction of severity 1 and 2 incidents while decreasing the annual count from over 150 to less than 1 per month. ➥Mitigated the risk of incurring costly fines, such as $1 million penalty imposed by CA for every 5-minute service outage.➜Acquired in-depth understanding of business lines (HR, member services, customer service center, and billing) and utilized knowledge to navigate call centers, understand operations and challenges, and deliver effective solutions to their unique needs.➜Synchronized efforts of 30 local and remote IT support technicians to provide consistent and cost-effective 24x7 incident management and resolution. -
Information Technology Operations SupervisorKaiser Permanente Jun 2013 - Aug 2016Corona, California, United StatesI transitioned into a leadership role to supervise 2 teams (located in GA and Corona, CA) and manage a diverse group, including associates, intermediates, and senior analysts. I oversaw scheduling and time management, including time approvals, time off requests, and timecard verification. I conducted regular 1:1 meetings with team members to review performance metrics, identify training needs, and offer guidance on career development. I strengthened collaboration and relationship between GA and CA offices while serving as a business relationship manager for the Mid-Atlantic region.Highlights in this role include:➜Initiated and supervised efforts to develop cohesive relationships among various regions and transform them into a unified and collaborative team.➥Collaborated with counterparts to standardize operations and implement SOPs, which resulted in resolving issues at the first PoC and increasing First Call Resolution (FCR) rates.➜Directed a high-performing and results-driven team of over 35 IT service desk analysts responsible for providing enterprise-wide technical support.
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Information Technology Operations Team LeadKaiser Permanente Jun 2011 - Jul 2013Corona, California, United StatesI led a team of 35 technicians in Corona, CA and Atlanta, GA. Managed escalation lines, responded to incidents, handled facility-wide outages, and coordinated with teams to ensure swift issue resolution.Highlights in this role include:➜Launched a new training program, which reduced training duration from 1+ month to 2 weeks, improved turnover rate, and increased conversion of trainees to full-time staff.
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Information Technology SpecialistKaiser Permanente Sep 2004 - Jun 2011
Adam B. Education Details
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Health/Health Care Administration/Management -
Organizational Leadership
Frequently Asked Questions about Adam B.
What is Adam B.'s role at the current company?
Adam B.'s current role is Successful career in meeting organizational needs through IT service/support, change management, and process improvement.
What schools did Adam B. attend?
Adam B. attended University Of La Verne, University Of La Verne.
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