CEO and Founder of Teklani IT Services, LLC

Responsible for building and leading Blue Hawaiian's IT function across all Hawaiian Islands, while maintaining alignment with objectives driven by our parent company - Air Methods - Increase employee productivity and positive experience with streamlined automated solutions, self-service enablement, and above-standard industry SLAs and CSATs- Develop and execute pro-active strategic technology roadmaps to ensure business alignment, scalability, security, and functionality of all IT systems, while creating repeatable processes and procedures- Create operating frameworks for, and lead business critical projects: such as base/offices expansions, retail readiness and assist with compliance requirements (PCI)- Financial and resource management, strategic planning to reducing operational costs and increase efficiency within the IT function while maintaining vendor management and relationships- Support and maintain service for our 6 bases and 31+ concierge locations across 4 islands - Uplift legacy technologies and processes with new technology and proceduresScope: Workplace Technology Services and Support (Helpdesk, Logistics, Operations, and AV), Corporate Engineering (IAM, Network, Endpoint, and IT Security), and IT PMO (internal and cross-functional projects, programs, and build outs), IT Sourcing (procurement, and SaaS strategy and management)

Team Leadership:- Managed, mentored, and scaled a Global IT Service Desk team from 6 to 16, plus 9 contractors- Provided exceptional support to 3,600+ employees- Responsible for hiring and leading a Global Desktop Support TeamStrategic & Tactical Planning:- Active contributor to the company's Business Continuity Plan (BCP)- Prioritized and executed tasks effectively in high-pressure settings- Balanced operational needs with long-term strategic planningFinancial Management:- Accountable for a $4M+ Global IT Services budget- Managed financial aspects including budgeting and procurementProcess & Policy:- Authored Major Incident Management Process- Developed and implemented functional policies in coordination with Engineering and Information SecurityOperations & Support:- Application access and provisioning- Managed IT hardware support and asset management- Provided both Service Desk and walk-up Concierge Desk supportMetrics & Performance:- Implemented metric-based reporting (SLAs, KPIs, CSAT)- Tracked performance indicators, staffing ratios, and trendsEmployee Onboarding/Offboarding:- Managed onboarding and offboarding processes- Provided Executive Support Team servicesVendor & Asset Management:- Managed vendor relationships, ensuring SLA compliance- Responsible for IT hardware, software, and equipment asset managementInnovation & Problem-Solving:- Continuously sought innovative solutions to business problems- Demonstrated strong analytical and problem resolution skillsProject Management:- Coordinated IT service delivery for major events- Managed project support for IT initiativesInterpersonal Skills:- Fostered a customer-first mentality across the team- Exhibited a management style focused on integrity, collaboration, and results

Customer Service:- Delivered top-tier service to over 1,500 Okta employeesLeadership & Team Management:- Managed and mentored a Service Desk team of 12- Hired and led an efficient Help Desk team of 8Strategy & Planning:- Designed and refined scalable IT processes to better serve employees- Executed IT directives and goals, leveraging team talentsFinancial Management:- Negotiated with vendors and managed a 7-figure IT Service Desk budget- Achieved over $200k in budget savings within the first 3 monthsOperations:- Oversaw day-to-day operations of the IT Service Desk- Managed procurement functionsProcess & Onboarding:- Implemented offboarding/onboarding procedures

Core Competencies:- Trusted liaison among Business, Security, HR, and Legal departments- Adaptable, can-do attitude; delivers results in cross-functional roles- Scalable leadership, growing teams and operations to meet business needsOperations & Management:- Directed day-to-day operations of IT Help Desk- Spearheaded office expansion from 1 to 6 locations prior to Facilities Director hire- Scaled business from 300 to 1200 employees- Led a team of 10 in the Help Desk department, focusing on efficiency and effectiveness- Managed procurement for Help Desk operationsProcess & Onboarding:- Implemented offboarding/onboarding procedures- Coordinated with HR and Facilities to streamline new hire logistics- Developed IT process workflows and swim-lanes for streamlined onboardingTechnical Skills:- Managed Active Directory, Airwatch, Box, Confluence, Duo, Google Apps, Jira, and more- Assisted in 7+ office relocations, including hardware and network setup- Executed new user setups, including hardware and software provisioning- Consolidated customer feedback for desktop support process improvementSupport & Troubleshooting:- Ensured high service quality through various communication channels- Provided C-level executive support- Managed a staff of 8 direct reports, supporting 1100+ users in secure and complex environments- Monitored and reported Help Desk performance metrics to upper managementAsset & Vendor Management:- Managed IP phones, Mac and Windows computers- Oversaw equipment inventory exceeding $1M- Conducted vendor management and procurement supportTeam Development:- Hired, trained, and mentored Help Desk staff across domestic and international locations- Conducted interviews for Help Desk team candidates