Christopher Mate Email & Phone Number

Rochester, Ny, Us

Bellevue, Washington, Us

-Manage FreshService Ticketing systems consisting of 180+ agents across multiple IT and Operational departments-Manage Okta Platform consisting of 200 Application integrations (SAML,OIDC) as well as automatingprovisioning wherever the opportunities arise/Combining with ticketing system for full end to end accessautomation-Lead team of IT System Administrators, conducting regular 1:1s, manage goals, manage project roadmap, and ensure that all deliverables are met in a timely manner-Conduct PI Planning and Project management for Systems team as well as the ITSM Helpdesk teamprojects managing 7-12 complex projects at any one time-End to End monitoring, tracking, and troubleshooting of business critical image processing workflows-Stay flexible to taking on any and all projects that require IT Systems assistance even if outside of areas of expertise-Administer corporate card purchases for IT Department and maintain proper record keeping-Plus all previous IT Operations Administrator responsibilities

Bellevue, Washington, Us

-Coordinate between Helpdesk/SysAd Teams to ensure processes are designed and supported by the systems for proper hand offs and escalations.-Developing, documenting, and implementing operational policies and procedures and making sure those are reflected in system workflows.-Work with the leadership of the Systems Administration and Client Services teams to automate operational processes and implement and maintain systems to facilitate and accurately report operational metrics.-Monitoring operational performance to identify areas for improvement-Work with the leadership of the Systems Administration and Client Services teams to make sure systems are accurately reporting operational metrics.-Configure and maintain the IT Services Systems to provide a productive user experience. -Communicate with stakeholders within the business to farm for feedback on improvements to the user experience of requesting support and IT Services.-Develop and maintain systems to track that policies and procedures are followed and can easily produce evidence for audits. -Work with System Administrators to maintain operational systems and workflows are in sync with modifications to the environment.-Ensure the operational systems are in sync with the Client Services Onboarding and Offboarding processes. -Ensure the operation systems support the management of IT Assets.-Maintain operational system to support the Change Management process.

Bellevue, Washington, Us

Responsibilities:Systems Administrator I:-Manage & administer help desk ticketing system, FreshService, consisting of 125+ agents, as well as coordinating with all teams in system to develop automated workflows to enhance efficiencies-Handle IT Systems Administration tickets consisting of Help Desk escalations as well as license requests-Storage administration and troubleshooting of Dell Isilon storage system-Administer integration of new applications (currently at 100+ apps) into Okta, SSO User Authentication Platform-Administer eDiscovery collection on behalf of legal team using Microsoft Compliance as well as various 3rd party app collection tools-Administer corporate card purchases for IT Department and maintain proper record keeping-Stay flexible to taking on any and all projects that require IT Systems assistance even if outside of areas of expertise-Consistently search for new ways to add efficiencies into existing processesIT Project Manager:-Manage JIRA/Kanban boards for proper tracking of IT Systems projects-Runs project kickoff meetings to establish a quantifiable definition of done as well as maintaining check-in meetings and conversations to ensure there are no surprises for any stakeholders-Maintain communication to all relevant parties in organization to ensure that all IT changes are properly communicated within the appropriate timeframe to be able to react accordingly-Maintain regular team check-ins to ensure milestones stay on track-Be the aggressor whenever necessary to remove roadblocks-Ensure documentation is maintained for all projects------------------------------Achievements:-Development of Project process for IT Systems team to ensure there is a consistent workflow and ground rules for all team projects to increase efficiency-Deployment of new Antivirus software suite across organization as well as partnering with Cybersecurity to maintain up to date configurations

Bellevue, Washington, Us

Responsibilities-Triage and Resolve tickets for multiple office locations as well as remote users -Assist in updating documentation in order to ensure that issues are easily resolvable in the future-Troubleshooting Hardware and Software issues including but not limited to; Windows OS, Mac OS, Office software suite including Outlook, Network/VPN Issues, Call Center Phone Issues, Password Resets-Administration of FreshService Service Desk; creating workflows and ticket catalogs to automate triaging-Application Provisioning-Use of Active Directory to manage DL's, create and delete users, reset passwords, and other Administrative tasks-Imaging Machines for deployment-Assisting other technicians with escalations as well as ticket prioritization; Host weekly ticket review meeting-Administration work in Office 365, Manage Engine, Okta, JIRA/Confluence, MiroAchievements------------------------Achievements-Ran Windows 7 to 10 upgrade project that consisted of almost 500 machines in multiple offices and remote independently, and kept thorough documentation on progress to be able to present in meetings-Transitioned Customer Service team to WFH at beginning of Covid Pandemic with minimal work stoppage-Built out a new IT orientation program for all new hires that allows for a more extensive day 1 training; has dramatically reduced early "growing pains" tickets-Built out multiple complicated workflows in FreshService to allow teams outside of IT to leverageFreshService to be more efficient in their project tracking-Consistently completing tickets well ahead of SLA, and above and beyond in regards to both quantity and quality of work

Rochester, Ny, Us

Responsibilities-Maintain proficiency in HRO and Stratustime to efficiently assist clients maintain productivity-Assisted in mentoring and training the OBX class proceeding my own as well as continuing to assist OBX trainees with shadowing and mentoring when possible-Taking accountability in consistently leaving thorough and accurate case notes to both assist future advisers and ensure that the clients have a precise trail of their call in activity-------------------------------Achievements-OBX Graduate-Consistent recognition from clients/supervisors/managers for ownership of client situations and taking them to a positive end-9.86/10 transactional survey average-Culture Champion/Member of UP Culture Task Force

Responsibilities-Hiring, Scheduling, Training a staff of up to 20 employees at the flagship company location that generates in excess of $1 million in gross sales annually-Ordering products in excess of $1.5 million a year in receivables to keep all locations fully stocked as well as building and maintaining strong relationships with all major licensed sports vendors including Nike, Adidas, New Era, Fanatics, Wincraft, etc.-Keeping policies up to date to ensure that sales protocols are followed from major sports leagues including the NFL, MLB, and NBA-Handling day to day IT issues as well as being the point of contact for Point of Sale vendor for all major IT project implementation-Analyze sales data to ensure that product is quickly moved between locations so that it is in the strongest position possible to maximum sales-Maintain up to date documentation for all billing in order to maximize the workflow for accounts payable-Workweeks of up to 80+ hours during highest volume periods while spending up to 75% of that time on the sales floor/front end providing strong customer service via personal interaction or direction to staff to all levels of situations-------------------------------Achievements-Built a secure network at 5 retail locations in order to achieve Payment Card Industry Data Security Standards-Provided a 45% savings on IT equipment replacement in 2018 by generating a plan and using strong personal technical skills to bring all purchasing and building of equipment in house-Grew from an entry level, part time, minimum wage employee to 2nd highest ranking member of the company-Maintained lasting relationships with employees to help them grow their skills and potential both inside the company, as well as in their time after, as many have moved on to strong post entry level careers in public sector government work as well as all levels of private sector employment in many strong global companies