Albert Hatcher Email and Phone Number

● Manage 11 direct reports and provide annual write-ups towards end of the year merits● Supervise and distribute daily workload to 55 Desktop Support Technicians● Maintain a 90% closure rate of Incidents & Tasks for over 60,000 tickets ● Provides daily leadership and supervision of IT systems, resources and associates to ensure efficient, effective and timely service delivery, technical support, customer service and project implementation.● Monitor and effectively provide metrics which convey progress and sustainment of Workspace Support individual, team and project KPIs and Service Levels.● Participates in the development of organizational objectives and ensures achievement of the objectives.● Develops, implements and monitors standard procedures for the timely and accurate completion of assign tasks.● Identify opportunities for performance improvement, defining standard operating procedures and best practices while applying them to the daily work, also training customers on new devices and technologies● Partner with Service Desk operations to help deliver greater efficiency through shift left implementation.● Participates in the selection, retention and development of personnel including interviewing, performance appraisals and promotion recommendations; develops programs and procedures for the training of personnel.● Maintains the strict confidentiality of sensitive information.

• Day to day desktop Operations (Access management, Software issues & Hardware issues) • Completed Desktop Refresh for City of Irvine & Irvine Police Department • Maintained Asset Management system for City of Irvine & Irvine Police Department in UGovernIT • Supervised the administration of the City of Irvine & Public Safety MDM environment using MS Intune • Overseen and managed the ticketing system to ensure all SLAs are being met• Wrote process and procedures for managing User Access to the City of Irvine & Irvine Police Department environments • Lead the End User Support Desk to make certain 1600 user’s needs were being met in a timely manner• Achieved an Overall Customer Satisfactory rating of 93%, which prevented a SLA penalty• Supported the City of Irvine Users during the COVID 19 Pandemic. The Team was considered essential personnel during Pandemic • Migrated City of Irvine from Windows 7 to Windows 10• Migrated City of Irvine to Exchange O365 from Exchange 2010

Manage diverse team of Helpdesk, Desktop, System, Network, and Application Engineers to ensure all aspects of infrastructure frameworks are in compliance and maintainedSet goals and objectives for all team of 14 membersLead our team through day operations to ensure SLAs are met and task are completed within our SLAResponsible for hiring, performance reviews, goal settings and mentoring team members Ensure day-to-day operations are met in maintaining system in the Datacenter Infrastructure Manages towers and functions on account’s and company practices, policies and strategyPlans towers work, assigns roles and responsibilities to achieve account goals.Guided by long-term objectives; helps determine approaches to managing processes, resolving operational issues, and resource management; contributes to the standards around which others will operate.Acts as an advisor on projects assigned to account, becoming actively involved when required to meet schedules and resolve complex technical or operational problems.Ability to work on assignments in the form of objectives and establishes goals to meet objectives.Applies broad knowledge to act as a key contributor on complex or critical assignments.Set goals and objectives for all team membersOverhauled current Data Center processes and procedures.Strive and manage Customer SLAs through expectations Directly communicate CIO expectation and priorities to teamOverseeing ongoing Infrastructure improvement projects for MDM and Azure Cloud offerings Manage direct reports HR tasks in CATW and SAPManage Contract workers in Smart Labor II and BeelineEfficient in SAP GUI, Smart Labor and Beeline for tracking, hiring and administrating compensation increases. Manage backup recovery environment using Carbonite Cloud based solutionManage and oversee Storage solution using Dell Compellents and Dell EMC devices Project Manager/Lead for Palo Alto Firewall migration from Dell SonicWalls

Manage and coordinate all Data Center changes to the County of San Diego EnterpriseFacilitate all enterprise outage pertaining to Network appliances and infrastructure serversPM hardware and software upgrades to all enterprise devices such as, firmware for F5, OC3 and network switchesFacilitate MS patch installs and testing on all Window based servers in the County of San Diego InfrastructureCoordinate all Datacenter changes with Application Support teams, Datacenter and CustomerManage timely outage issues to resolution for the County of San Diego

Be the County Business Unit’s single point of contact for all operations issues Be responsible to manage the Business Unit’s day-to-day service operations issues, operations service escalations, and to identify opportunities for service improvementWork to broker long lasting / permanent solutions to production issues so that the County business effectiveness and efficiency is optimizedEnsure the request management and change management  processes are effectively managedInform County stakeholders and Help desk of maintenance windows, coordinate scheduling, and resolve conflictsCoordinate team resources, resolves conflicts, manages performance, drive County & HP policy, and bring HP capability to bear on Operations issuesReview Business Unit’s server capacity reports, and ensure action is taken on at-risk servers

Manage Communications between work flow and problem management teams Senior Technical Advisor in solution development and issue analysisManage ongoing operational work request projects in Microsoft Project Server (MSPS)Management of resources for work requests and projectsResponsible for annual ongoing support work request valued at $750K

I managed a Staff of twelve Application Developer supporting 135 Portfolio applications and their 20+ servers. We ensured the applications were maintained and update in a timely manner. We were responsible for software updates for both desktop and server supporting those applications. I was the direct link between our EDS Support Group and our client. I ensured that there was a constant communication avenue between us and the customer.

County of San Diego Account

Managed software packaging lab resources for leveraged service & deliveryUtilized Project InVision Software to manage over seventy high profile projects from initiation to closureAssisted in training NMCI helpdesk and NMCI customer on electronic software delivery Managed a team of twenty Software Engineers in Electronic Software Distribution using HP/Novadigm Radia softwareStreamlined a forty-five day process to an effective and efficient twenty-one day processImplemented a Quality Assurance program that made a 10:1 ratio on rework

Acted as remedy group (queue) manager for incident ticketsActed as lab POC for remedy certification service request task ticketsActed as POC for the submission of application media packets from governmentScheduled application testingIdentified configuration requirements for application releasesCreated EDM policy in ISF ToolsLoaded packaged application release into Test Tier 3Worked with LADRA testing teams to package applications for transitionLoaded certified packaged application releases onto the USMC Tiers (as requested)

Analyzed customer workflow and procedures, recommended operational support tools and technologies to meet customer needs Liaison between customers, suppliers, and other technical groups to resolve software configuration problems with a secured W2K operating systemAnalyzed software application performance problems, recommend solutions to enhance functionality, reliability and usabilityImplemented operational support standards and procedures for application certification testing on W2K platformRecommended changes and improvements to existing standards. Communication link AIT Legacy Certification Applications team to members of PMO, PDM, PDA and site personnel

Ensured Software submitted from the NMCI Client was tested, certified and deployed in a timely manner to the requesting groups. Conducted all hiring and provided all performance evaluation for EDS direct reports and Contact Labor. Maintained salary and financial budget to ensure the staff on hand stayed within EDS budget requirements.

Reviewed, analyzed, and modified W2K installation packaging to resolve problems with the application under testIn-line testing of application software for compliance to W2K operating system. Established a pristine system image for testing with PowerQuest Drive Image Pro 4.0Isolated software application system errors by using Register Monitor and File MonitorConstructed application packages using Novidam Radia Application PublisherUtilized Visual Basic and XML to update company web page

Lead Marines.

Installed and configured multiple user profiles for Windows 95/NT, Outlook 97/98 and networking systems Setup user workstations for migration to Windows NT. Install Windows 95/NT and connect to network servers via a LANServed as Instructor / Liaison for technical support to company level commands.Instructed new users on hardware, software and network operationsControlled accounts for remote terminals to mainframe or host computersIssued and instructed users in local security policies and operating procedures for the mainframe and host computers Ensured that each terminal user's need-to-know, level of clearance and access authorization matched the data available from terminal