Cale F. Email & Phone Number

Houston, Tx, Us

The Woodlands, Texas, Us

The IT Enterprise Support Manager will lead a growing team of IT professionals across the US to provide exceptional IT support and drive standardization across the company. The manager must be able create metrics on how the team is performing and identify any areas of improvement. The development of strategies to enhance support, reduce resolution time, and user satisfaction are some of the KPI that need to be measured. This role involves frequent interaction with joint venture CEOs and other key stakeholders.Essential Job Functions• Lead, motivate and cultivate the company’s Desktop Administrators.• Ensure service team metrics meet KPI’s and SLAs while upholding highest level of customer service and satisfaction.• Regularly interact with CEO’s/ CNO’s and other key stakeholders, providing updates on IT initiatives, addressing concerns, and aligning IT operations with business objectives.• Work collaboratively with the IT deployment team for new hospital builds and other IT deployments.• Implement standardization initiatives across all IT operations to improve efficiency, security, and consistency.• Explore scalable and cost-effective Helpdesk call center models.• Optimize the ticketing system.• Handle escalation for all services ticket issues.• Ensure service desk projects are completed on time with desired quality standards.• Maintain reports for desktop hardware and software.• Create reports to review with the CIO and other IT leads.

Houston, Tx, Us

Managed the Escalations/Telecom teams in order to deliver a better customer experience, implement ticketing SLA's, standardize processes, create documentation, account for all telecom costs and manage projects.The Escalations team was responsible for all network/internet/telecom connectivity at all of SCI's locations. If something at a location went down, the Escalations team was the initial point of contact to work with the locations to get service restored. This included rebooting the UPS, working with various internet providers, working with the voice services engineers and the network engineers to bring the downed location back up. The Telecom team was responsible for delivery of multiple areas. The audit team was responsible for conducting telecom audits for all of SCI's locations. The eFax team was responsible for converting all analog fax lines over to eFax. The mobility team managed all the 4G/5G/mobility devices within the organization. The conversions team was responsible for converting all analog fire, security and elevator lines over to a cellular/VOIP option for all of SCI's locations.

Houston, Tx, Us

Managed an IT support team of 9 individuals responsible for all first line troubleshooting, onboarding/offboarding, Active Directory, account administration, Files/Folders permissions and triaging all service desk tickets while adhering to a strict SLA policy. Act as the primary IT focal point for all IT personnel, IT Business Partners and the Executive leadership team. Responsible for running CAB [Change Advisory Board] meetings every week to ensure all changes follow IT policies and procedures. Manage all Service Desk purchasing while maintaining the Service Desk allocated budget. Managed Mobility for the entire company.

Houston, Texas, Us

Manage team of Desktop Support and Network Support technicians. Provide white glove level support to Executives. Oversee all major company-wide IT initiatives. Facilitate all IT staff meetings. Manage office space and GoToMeeting conferencing. Provide approval of all IT-related invoices. Create and implement standard operating procedures for hiring, terminations, procurement and computer upgrades. Audit and manage all VoIP phone lines. Completed Windows 10 migration project three months ahead of scheduled 9-month delivery by coordinating scheduling and communication with individual sites and upgrading/ replacing equipment. Led domain migration project to move users from old to new platform after acquisition, completing the project four weeks early by maintaining a tight schedule while enabling the team to keep its skills sharp. Acted as SME for implementation team tasked with transitioning IT ticketing system from ServiceNow to ManageEngine; verified workflows; provided continuous feedback. Saved $100K+ by terminating lines of former employees, negotiating more economical mobile plans, revising parameters for cell phone purchases, and verifying purchased phones complied with guidelines.