Bertrando Venezian Email & Phone Number

Cypress, California, United States

Cypress, CA

• Lead for business integrations of recently acquired companies. Assessment of site offices and developing methods for Desktop integration (Data Transfer, User Experience, Documentation, On-site Deployment)
• Lead for refreshing existing sites for hardware, Windows upgrade and business process improvement
• Ensure fair delegation of tasks and escalations to team members while providing opportunities to train junior members
• Partner with senior leadership with other departments in identifying areas of improvement and executing necessary courses of actions to increase the departments’ first call resolution rates.
• Perform ongoing identification and mitigation of the departments’ single point of failures through coordination of staff training and workload sharing to improve efficiency and resolve gaps in service delivery.
• Fulfill varying responsibilities and roles in accomplishing diverse technical projects: ■ Collaboration with Project Team in creating and vetting processes to measure resource requirements and efficiency; ■ Testing and.

Cypress, CA

• Delivered first-rate technical support to more than 5,000 end users worldwide, including Canada, Malaysia, Singapore, and United States (ServiceNow).
• Carried out diverse human resource-related functions: -- Interviewing, recruitment, training, and, including issuance of feedback for termination and execution of team succession initiative to guarantee team.
• Development of training materials, including standard operating procedures (SOP), forms, and reports; and
• Facilitation of end-user training on policies and procedures to improve compliance and increase awareness.
• Employed solid technical skills and knowledge of industry best practices and company policies and procedures in dealing with complex duties, such as Active Directory (AD) and Dynamic Host Configuration Protocol (DHCP).
• Aided in the development of training programs for end users to improve their knowledge of applications.

Cypress, CA

• Provided support in a timely manner in accordance with established Service Level Agreements (SLAs)
• Proficient in Remote Desktop, Team Viewer, VNC, Bomgar, MS Lync and DameWare
• Assessed daily metrics to minimize end user downtime and ensure customer satisfaction
• Developed strong working relationships with all organizational levels with diplomacy and tact
• Traveled regularly to provide onsite support to end users, stakeholders and vendor partners
• Troubleshooted workstation equipment and peripherals; installed, assembled, and configured desktops, laptops, monitors, scanners, software, Local Area Network and Wide Area Network printers, etc.

Lynwood, CA

• Developed cross-functional partnerships with end users, stakeholders and vendor partners to promote innovation and work collaboratively across the global enterprise
• Analyzed issue trends and developed ideas to achieve issue resolution structure including service levels
• Managed returns on warranted parts and systems; packaged and shipped replacement parts to end users
• Supported 1,300+ end users across hardware and software including procurement of goods and services
• Developed, documented and implemented standard operating procedures and customer service guidelines relating to Desktop Managed Services support; provided case status updates to management
• Disassembled, repaired and reassembled hardware to reduce new equipment costs