Administered enterprise Windows network, Microsoft 365, email, and technical infrastructureProvided technical support I-III for office/remote/home/international users and vendorsAdministered VOIP office phone system, MDM mobile device managementManaged enterprise migration to cloud network at TierPoint. Success!Andrew Nagata - page 2Managed SysAid helpdesk/CRM implementation. Success!Re-introduced best IT operational practices.Performed technical writing and documentation.Managed project to disassemble IT infrastructure for a 17,000 sq. ft. office. Success!Performed total office final asset inventory prior to relocation. Success!

Reporting to the CEO.Retained and charged with the organizational planning and development of an operating start-up software company in Southern California. Responsible for leading and maintaining the CEO's cultural model and goals for operational excellence. Heavily involved in team hiring and building. Directing office planning and administration. Guiding brand definition and visual design. Growing support services. Project management.(It's all very hard and cool and fun.)

Report to the president/CEO.Provide strategic vision and operational leadership for the client services team. Increase client satisfaction through improved support capabilities and responses. Train and develop career IT professionals. Introduce newer technologies and methods to achieve broader and rapidly deployable support services. Create win-win solutions for technological problems.

Consultant for project management, technology, people leadership, and team building.Specialties include departmental management, outside-of-the-box solutions for unique problems, technical support and end-user training, food and beverage POS systems, system/process documentation.

Administration and level I-II support of restaurant applications and POS-related projects.Support vendor relations management. POS programming. Franchisee support and relations.A HIGHLIGHT: Improved eroding franchisee/IT relations, identified administrative gaps in POS operations.

Provided technical project management and services as a contractor and sub-contractor to Culinary Adventures Inc. and Embassy Suites La Jolla. Work included various categories such as IT project management, network/POS administration, commercial website update, business copy editing, technical writing, business planning, and business graphics.A HIGHLIGHT: Revived a dead legacy POS system within a 24-hour deadline at an Embassy Suites hotel in 18 hours.

Retail Systems ManagerPeet’s is a national specialty coffee retailer with 100+ stores and annual sales in excess of $145M with 20% growth in new store construction.Hired to manage and control Point-of-Sale system administration, configuration, and deployment. Managed projects and upgrades during company expansion. Maintained vendor relations and negotiated a service level agreement. Provided hands-on level-2 technical support. Created technical documentation. Evaluated and purchased hardware and software.A HIGHLIGHT:Forged a small team that implemented new POS systems in nine months (15% growth)

Manager Restaurant Technical Support CenterCKE is one of America’s largest quick service restaurant (QSR) organizations with annual system-wide sales in excess of $1B and more than 2,400 units.Hired to provide strong leadership and rehabilitation. Managed a 31-seat support call center to support three chains of 1,900+ quick service restaurants. Managed projects, technology upgrades, staffing, reorganization, fixed broken/missing processes, monitored service level agreements, increased staff performance, increased morale, and established and maintained support escalation procedures. Wrote for undocumented processes. Appraised, interviewed, and hired staff.A HIGHLIGHT: Increased helpdesk performance 11% in the first four months of employment by using no/low-cost management techniques.

Manager of Restaurant Application SystemsJohnny Rockets is a casual dining organization with 100+ restaurants across the country.Hired to reorganize and administer chaotic Aloha Point-of-Sale systems and databases. Managed technical projects. Administrator for network and HQ reporting system (MenuLink) and Xcellenet Remoteware polling system. Performed corporate and field technical support on a 24/7 basis. Traveled cross-country to roll out new POS servers. Technical writing: created documentation for networking, departmental administration, and corporate/field end-users. Identified and corrected flawed data polling schemes. Received corporate excellence award upon first employment anniversary.A HIGHLIGHT: Identified and resolved covert third-party spam relays on an Exchange server.

2/1999 - 1/2001 Diedrich Coffee Inc. Irvine, CAManager of MISDiedrich Coffee is a QSR/wholesale/retail organization with 50 local and out-of-state units.Managed the MIS department. Network administrator. E-mail administrator. Management of technical support for all local and out-of-state units, and desktop support for 80+ corporate/field users. Managed technical planning for new store openings. Hands-on troubleshooting of network and PC problems. Managed technical projects. Participated in 24-hour/7-day field support work. Reviewed, selected and purchased software and hardware systems. Maintained vendor/internal relationships. Hired, coached, mentored, developed, trained, evaluated staff. Trained end-users and peers.A HIGHLIGHT: Strengthened the business by creating a previously non-existent technical business continuity plan that addressed outdated network firewall, anti-virus defenses, and offsite data archives.

Manager of Technical ServicesSVIA is a national non-profit trade organization that is sponsored by an association of eleven motorcycle and ATV manufacturers.Created and managed the technical support section of MIS and served as network administrator. Managed routine departmental operations. Reviewed, selected and purchased software and hardware systems. Devised and implemented technical support strategies and tactics for an ongoing help desk upgrade program. Designed and executed training seminars and training documentation. Supported a 12-seat Melita call center. Updated internal administrative processes (project tracking, fixed asset tracking, work order control, etc.) for increased efficiency.A HIGHLIGHT: Introduced a full-service model for corporate helpdesk support to replace the previous “firefighting” model.

Implementation ManagerCeridian Employer Services is a national company which provides commercial HR, payroll, tax, and other business services.Managed payroll software implementation projects. Earlier work: supervised mainframe data processing center and staff. Assisted with LAN administrative support. Provided maintenance programming support for custom applications. Analyzed and resolved hardware/software problems. Operated mainframe; interviewed and provided training for new staff. Designed training seminars and lectures.A HIGHLIGHT: Designed and implemented procedural enhancements for system and hardware maintenance for mainframe computer operations.