David Ferrantino Email & Phone Number

Hayward, CA, US

South San Francisco, California, United States

Oakland, California, United States

Led the support team for a major league baseball organization.Provided white glove support to a local onsite and international offsite user base.Maintain SLA/OLA on all issues reported.Supported high profile televised events. Mentor IT team members.

Brought on to: Transition IT from 3rd Party MSP to an in-house organization, automate the IT user experience, and implement security compliance. Built the IT strategy roadmap for 2022.Implemented automation for Device and Portal MFA in JumpCloud.Documented IT Policy for Company Handbook.Partnered with marketing on a Brand consolidation project.Provided.

Mountain View CA

Ground up organization building.Grew IT department from 1 SA to a 10 person multi-tiered org.Provided IT services and support to company during hyper-growth (50 > 1000 within 1 year) Seamlessly transitioned users from a work on-site model to a remote work model, using Onelogin IDP SSO, MFA, and SaaS based applications.Provided IT services and support to.

Collaborate with SRE and Dev to come up with improved policies and procedures and document them in the wiki to train/onboard new NOC Engineers.Ensure 99.9% up-time for production environments by troubleshooting and resolving or escalating issues. Make configuration changes to production environments via SVN and puppet.Deploy new application builds to.

The go-to escalation point for million dollar recurring revenue customers.Customer-centrist with a track record of high dollar customer satisfaction turn around.Mentor/train new and junior employees.Manage customer expectations and facilitate escalation/resolution to complex issues.Organize, initiate and run daily and emergency calls with high level.

Train and mentor new Data Center Techs.Configuring, installing, cabling, upgrading, troubleshooting, and re-imaging workstations, servers, and network equipment.Responding to and resolving trouble tickets using Jira ticketing system regarding hardware, software, and monitoring tool issues. Monitoring multiple company websites. Maintaining clean and safe.

Manage the production team including shift scheduling, periodic performance reviews, mentoring, training, and maintaining productivity. Ensure customer requests are handled in a friendly, efficient manner and that any issues are resolved promptly.Assist in training peers including documenting and updating processes.Monitored and mentored the tape.

Provided Network Operations Center support for an international world class NOCTrained and Mentored Tier 1 and Tier 2 Technical Support Reps. Resolved customer issues efficiently and effectively and/or escalated issues.