David Ross Email & Phone Number

San Mateo, Ca, Us

San Mateo, Ca, Us

Austin, Texas, Us

San Francisco, California, Us

• Built and managed a team of 30 IT support technicians across 25 locations globally over 3 years• Set tone, direction, and prioritization for the IT Support team while Zynga grew from 200 to 3500+users; created and communicated standard operating policies and procedures for daily support tasks.• Managed an inventory and team that successfully built 20-80 computers a week for all newemployees over a span of 2 years while only given forecasting of one week.• Directed the IT support team to resolve 1000 issues a week without an ACD phone system.• Trained all IT support staff on proper ticket maintenance and resolution in the ticket system, JIRA.• Handled all user escalations due to poor customer service and incorrect or slow resolutions.• Supported 1500+ Apple computers, 1500+ Windows computers, 2000+ Apple mobile devices, 1000+ Droid mobile devices, 100+ printers, and any business justified computer accessory.--------------------------------------------------------------------------------------------------------------------------------------• Implemented two complete endpoint management systems, Casper and LANDesk, to 3000computers to enable remote support, software deployment, standard imaging, and asset management.• Managed a four person team whose goal was to deliver better solutions to help IT support be moreefficient. The team also was the final technical escalation point for all IT support issues.• Deployed an automated vending machine solution at Zynga HQ that delivered computer accessoriesbased on a user’s badge access to better track inventory and cost.

San Francisco, Ca, Us

• Provided 24x7 support of entire IT infrastructure and staff, approximately 1500 users and 500 servers• Part of a 10 person team responsible for building, troubleshooting, and supporting all of the bank’sservers and back-end systems• Maintained, built and supported a VMWare infrastructure of approximately 20 ESX hosts• Built and maintained entire Blackberry infrastructure for approximately 300 users and growing• Built and maintained entire Microsoft BizTalk infrastructure for internal use• Built, maintained, and supported entire Spot foreign exchange infrastructure--------------------------------------------------------------------------------------------------------------------• Provided Level One technical support for one year, approximately 1000 users and 100 applications• Part of a 6 person team responsible for troubleshooting and supporting all of the bank’s computersand related hardware, software, and networking components via the phone• Provided Level Two field support for 2.5 years, approximately 1500 users and 200 applications• I.S. liaison with Facilities group, in charge of new office openings and employee/department moves

Paris, France, Fr

• Controlled all ghost images used to replicate computer systems using Norton Ghost• Third-level support of 2,800 users using mainly Microsoft Windows 2000, but also 98 and XP (1,500 on-site, 1,000 in Canada, and 300 remote sales force)• Direct help desk line for all the executives’ computer issues• Created and carried out automated software deployments via Microsoft SMS 2.0 and ActiveDirectory Group Policy Objects; basic MSI packaging using Wise Package Studio• Performed regular virus protection and removal using Microsoft System Update Service andSymantec Antivirus

Irving, Tx, Us

• Organized and performed migration of 400 users from Windows 98 to Windows 2000.• Created, updated and maintained the mill’s website and taught my successor how to maintain thewebsite using HTML and JavaScript with Microsoft Front Page.• Customer support was also performed when needed.