Chugg David Email & Phone Number

Boise, Idaho, United States

IT Operations Manager leads and manages the IT Operations Division. Implements IT operational policies, procedures, and processes and drives adoption across IT divisions. Leads the Service Management team responsible for the help desk, field technicians, audio-visual technical work, and endpoint engineering. Implements IT operational policies, procedures, and processes, and drives adoption across IT divisions involved in the delivery of IT operations. Develops, maintains, and improves… Show more IT Operations Manager leads and manages the IT Operations Division. Implements IT operational policies, procedures, and processes and drives adoption across IT divisions. Leads the Service Management team responsible for the help desk, field technicians, audio-visual technical work, and endpoint engineering. Implements IT operational policies, procedures, and processes, and drives adoption across IT divisions involved in the delivery of IT operations. Develops, maintains, and improves IT operations processes and programs designed to maximize IT transparency, effectiveness, throughput, velocity, performance, availability, productivity, and employee engagement. Collaborates with other IT leaders to set the strategic direction of the city's IT operations.Owns the process for maintaining and publishing IT policies, standard operating procedures, change communications, IT metrics, reporting and analysis, and quality assurance. Orchestrates internal IT operational business reviews. Ensures communications to stakeholders are transparent and timely.Owns the processes, tools, and standards for vendor software asset management and hardware asset management. Manages the procurement, configuration, and access to end-user equipment and software. Includes control and documentation requirements for all desktop, laptop, printer, and conference room hardware and peripherals throughout the city, including leased and city-owned equipment services. Ensures city end-user devices are properly configured and operational, and that employees have the needed licenses and access rights to access the software required by their roles. Owns the functions of the IT Customer Service Center which provides citywide technical support with a help desk, field technicians, endpoint engineers, and an audio-visual team. Guides this team to ensure the city’s employees, and elected officials can utilize the available technology to perform their responsibilities. Show less

Leader of Following Teams:ADESA US NOCCarvana NOCSimulcast Operations CenterServiceNow Implementation and team*and duties as assigned

Manager of Network Operations Center, Process Engineering Team, and ServiceNow Developers as of April 2021.Our NOC team is at the forefront of Incident Management for Technology Teams and Line of Businesses. We provide monitoring of critical business systems, perform runbooks for many LOBs, and create and configuration alerts and monitoring.

Manager of Process Engineering team. Providing process analysis and performance analytics to help accelerate business decisions. Helping define strategy and prioritize workloads for our IT organizations.

Team lead for Process Engineering team. Design ITIL/ITSM processes and performing data analytics to help empower IT organizations.

Incident and Service Catalog Process Owner. Also working with team to improve business analytics for IT Shared Services.

Boise, Idaho Area

• Enterprise Process Manager for CSI, Incident, and Event for NGEN Contract•Member of the Transition and Transformation team for ITSM project -Submitted and consulted on multiple CDRLs that were approved by Navy -Designed and implemented Data Management plan -Built training and communication plans for ITSM processes for execution and sustainment phases of new contract -Facilitated client facing meetings for multiple transition projects•Consulted… Show more • Enterprise Process Manager for CSI, Incident, and Event for NGEN Contract•Member of the Transition and Transformation team for ITSM project -Submitted and consulted on multiple CDRLs that were approved by Navy -Designed and implemented Data Management plan -Built training and communication plans for ITSM processes for execution and sustainment phases of new contract -Facilitated client facing meetings for multiple transition projects•Consulted on fixed price contract and delivered technical training sessions for multiple organizations inside Navy for our reporting solution, which was awarded/selected by Navy•Proactively identified potential problems and developed strategic plans to ensure a smooth delivery and acceptance of client deliverables Show less

Boise, Idaho Area

• Member of the Transition and Transformation team for ITSM project -Submitted and consulted on multiple CDRLs that were approved by Navy -Designed and implemented Data Management plan -Built training and communication plans for ITSM processes for execution and sustainment phases of new contract -Facilitated client facing meetings for multiple transition projects•Consulted on fixed price contract and delivered technical training sessions for multiple… Show more • Member of the Transition and Transformation team for ITSM project -Submitted and consulted on multiple CDRLs that were approved by Navy -Designed and implemented Data Management plan -Built training and communication plans for ITSM processes for execution and sustainment phases of new contract -Facilitated client facing meetings for multiple transition projects•Consulted on fixed price contract and delivered technical training sessions for multiple organizations inside Navy for our reporting solution, which was awarded/selected by Navy•Proactively identified potential problems and developed strategic plans to ensure a smooth delivery and acceptance of client deliverables•Designed open text data categorization tool built in MS PowerShell for Service Desk tickets Show less

Boise, Idaho Area

Boise, Idaho Area

Command Center for Real Time Enterprise Operations for 850+ employees Managed system administrators on secure network of 450k computer systems and ~700k users Enterprise Incident Management-Escalations, Process Alignment, Data Analysis, and Business proposals End to End Ticket Management… Show more Command Center for Real Time Enterprise Operations for 850+ employees Managed system administrators on secure network of 450k computer systems and ~700k users Enterprise Incident Management-Escalations, Process Alignment, Data Analysis, and Business proposals End to End Ticket Management Project Management Show less

Boise, Idaho Area

Responsible for the following tasks required in the startup of the NMCI Helpdesk at the Boise location, direct report to the Transition Manager o DOD Clearance processing o Hiring/Admin Responsibilities for 200+ Technical agents o Project Management Team Member o Recruiting… Show more Responsible for the following tasks required in the startup of the NMCI Helpdesk at the Boise location, direct report to the Transition Manager o DOD Clearance processing o Hiring/Admin Responsibilities for 200+ Technical agents o Project Management Team Member o Recruiting Backup to Operations Manager Mentoring new Supervisors Responsible for monitoring agent performance to ensure SLA objectives are met Show less

Coaching: Responsible for monitoring agent performance to ensure sales objectives and quality requirements are met New Business: Evaluated sales presentations for potential customers Strategy: Responsible for setting team sales goals and work with agents to meet

Training: Experienced and responsible for training agents on product offerings and telemarketing techniques Customer Care: Ability to address client concerns regarding agent performance; Served as a Subject Matter Expert for assigned Client Product line, functioning as an extension of the client engineering team Worked closely with Client Product Engineers to identify, quantify, and resolve… Show more Training: Experienced and responsible for training agents on product offerings and telemarketing techniques Customer Care: Ability to address client concerns regarding agent performance; Served as a Subject Matter Expert for assigned Client Product line, functioning as an extension of the client engineering team Worked closely with Client Product Engineers to identify, quantify, and resolve technical issues Produced written documentation of issues and resolutions for the client that were used worldwide by technical support agents Created reports detailing technical trends the client products were facing in their support centers Conducted research and development projects for HP products for future and present product lines Created innovations that reduced the number of HP support calls and reduced the support time for new and current products Show less

Enforced collaboration between all properties marketing departments Designed coupons, posters, billboards, and restaurant menus Created concepts for commercials, and public ads Created casino contests, and booked entertainment

Administrator of the IBM AS400 Mainframe Designed and installed phone lines, network cables, and IT infrastructure hardware Administer 150 network connections between 4 properties using dumb terminals, phone router system, point of sales systems, gaming reports Write code in AS/400 and RPG for the LGS interface to the mainframe Presented staff meetings with owners to update them on… Show more Administrator of the IBM AS400 Mainframe Designed and installed phone lines, network cables, and IT infrastructure hardware Administer 150 network connections between 4 properties using dumb terminals, phone router system, point of sales systems, gaming reports Write code in AS/400 and RPG for the LGS interface to the mainframe Presented staff meetings with owners to update them on the casinos IT systems Show less

3rd shift/backup processing, and computer support for multiple casino properties Trained new staff and created processes for new hire employees Night Manager for the hotel and shuttle service Reprogrammed reports in AS400 for the LGS interface Monthly backups of the AS400 for HR, Gaming, POS, Hotel, and Accounting records Created hotel daily, weekly, and monthly… Show more 3rd shift/backup processing, and computer support for multiple casino properties Trained new staff and created processes for new hire employees Night Manager for the hotel and shuttle service Reprogrammed reports in AS400 for the LGS interface Monthly backups of the AS400 for HR, Gaming, POS, Hotel, and Accounting records Created hotel daily, weekly, and monthly reports for the casino Performed data entry for marketing department into an Access database Trained security staff for graveyard responsibilities Show less

B.S. Information Technology—Security, Information Technology, 100 % Complete

Key Subject Areas: These Courses Add to Your Credentials Information Technology Fundamentals Network and Security Networks Scripting.

Business Major

Business