David L. Milbauer Email & Phone Number

Houston, Tx, Us

Danville, Ca, Us

Bellevue, Washington, Us

-Recruited and built high-performing Service Desk & Desktop Support Team with exemplary customer service.-Performed resource planning, staff scheduling, coaching & mentoring, training initiatives, and culture building.-Spearheaded service delivery and account management initiatives, fostering relationships between MSP and Client.-Managed ITIL processes such as Change / Incident / Problem / Configuration / Asset Management focusing on people, process, and technology.-Managed, monitored, and distributed various service delivery metrics to align with customer success goals.-Acted as Project and Technical Leads for various hardware and software implementations across the enterprise.-Performed server administration, desktop engineering, endpoint management, and other IT operational tasks.Key Accomplishments:-The IT Service Desk team consistently maintained a customer satisfaction rate of above 95% for user surveys.-Averaged a 97% rate for response time SLA and maintained Mean Time to Resolution (MTTR) of under 7 hours.-Consistently improved on and reached a goal of averaging First Call Resolution Rate (FCRR) of about 75%.-Built a team culture that includes values of collaboration, customer success, and accountability.-Streamlined various IT processes including onboarding/offboarding, change management, application lifecycle procedures, server patch management, and more, delivering significant IT efficiency improvements.-Architected PC environment to align with industry best practices and implemented software standards.-Implemented Cisco Duo for Multi-factor authentication (MFA) to obviate potentially compromised accounts.-Executed migration from Sophos Central Cloud to Crowdstrike Falcon platform with SOC monitoring and protection.-Coordinated the retirement of over 50+ virtual servers which included research, process development & administrative cleanup, resulting in huge reduction of server TCO.

Paris, Idf, Fr

-Executed Desktop Engineering duties including PC imaging, software packaging & distribution, patch & configuration management, ownership of incident escalations, and mentored junior IT Service Desk staff.-Managed Windows endpoints using tools such as SCCM 2007/2012, MDT, Wise Package Studio, and AD Group Policy.-Performed Citrix XenApp and XenDesktop administration and support.-Interim IT Operations Manager in 2013, overseeing 5 Server Administrators to facilitate project implementations, delegation of assignments, assisted with resource & budget planning, coaching, and other tasks.-Managed Cloud application migrations in parallel including eFax IP-based faxing, Box enterprise file collaboration, and AirWatch Mobile Device Management (MDM).-Participant in DR drills, including setup of VMware View VDI, thin clients, and other infrastructure configurations.-Implemented Apple Mac workstations for the Marketing Team which included enterprise integration and support.Key Accomplishments:-Successfully managed multiple, concurrent software implementation projects serving as Technical Lead during Westfield’s headquarters relocation to Century City.-Achieved high adoption rates with low support overhead on new technology rollouts by quickly resolving complex issues and providing detailed documentation.-Saved $100k+ in licensing fines by executing 4-month software true-up project for Adobe & Autodesk client installations.-Spearheaded Windows 7 migration project, managing 4-person outsourced deployment team that completed project 2 months ahead of schedule.

Charlotte, Nc, Us

-Executed System Administration and troubleshooting efforts for hosted financial and commercial banking applications.-Managed critical disaster recovery initiatives, internal audits, vulnerability remediation, and system monitoring. -Leveraged technologies such as Microsoft IIS, RSA Authentication Manager, and MS Virtual Server.

San Francisco, Ca, Us

-Hired as a Consultant in 2001, retained as FTE in 2003, and promoted to Team Lead in 2005. Managed team of 3 Windows software packagers and responsible for the PC software packaging and delivery functions. -Managed multiple technology projects including PC Lifecycle, Windows Installer migrations, VMWare Workstation 5.5 rollout for training, Outlook 2003 migration, kiosk terminal-based deployments, laptop disk encryption rollout, Backup Exec upgrade for Servers, and more.-Performed Citrix XenApp, Active Directory, SMS 2003, Wise Package Studio, and PC imaging administration.

Master Of Science In Information Systems (Msis), Information Systems

Bachelor Of Science In Business Administration (Bsba), Marketing