Deven Heidebrink Email & Phone Number

Temecula, California, United States

Temecula, California, United States

Supervise direct reports to include staff scheduling, performance management, training and employee development.• Provide guidance and direction on the resolution of technical issues reported by Helixstorm clients as they relate to Help Desk and/or Desktop Support issues.• Ensure the Help Desk team maintains a high level of responsiveness, communication, professionalism, and knowledge, while continually striving to improve Helixstorm client experience, perception, and overall satisfaction.• Ensure the Help Desk staff is appropriately skilled and trained to deliver excellent technical support and quality customer service.• Ensure customer service excellence by monitoring tickets and reviewing customer feedback as well as direct communications with customers keeping them informed of ticket status.• Provide sound judgment and guidance for solving technical issues escalated by team members; as issues are escalated use common problems to train and guide staff to avoid future escalations.• Manage all work as service tickets in ConnectWise system timely and proficiently to include the review and approval of your direct reports service tickets and associated time entry; validate that on a weekly basis each direct report is performing to internally developed productivity metrics.• Maintain system documentation as needed to support clients; continuously review documentation to ensure it is relevant to current client support requirements.• Identify and resolve root cause customer issues; make recommendations to clients technical accountmanager that can reduce the number of support request from client.• Partner with the engineering team to escalate service requests that require next level support.• Additional duties and projects as assigned.

● Oversee daily operations within the IT Department● Manage Service Desk ticketing system use throughout● Analyze daily issues reported for patterns, if found develop a process to resolve root issue ● Responsible for department wide spending and identify areas for cost savings ● Promote professional growth and development within IT department● Work closely with the Service Desk team to ensure company inventory is up-to-date with assets between internal employees and clients● Ensure company training is up-to-date with new changes to Microsoft Office 365 suite● Review new and upcoming technology that could increase and automate company productivity

Builds hyper-flexibility into business technology, enabling the company to partner, merge and rapidly expand without being encumbered by system limits. Assumes the entire business can be built on the cloud. Understands and promotes cloud first strategies. Understands the key reason for going to the cloud in the first place: to improve the business. Handles complex long-term focused projects involving multiple disciplines or business units. Provides leadership and direction to high priority or special projects undertaken by the business area. Recommends to client and IT management appropriate technological alternatives. Evaluates new technological developments and evolving business requirements. Provides high-level specialized technical support and consultation to business and IT management. Responsible for the negotiation, relationship management, tracking, troubleshooting and reporting of all technology related contract commitments made within the information services and various other departments. Tracks and monitors data necessary to ensure compliance to negotiated contracts on an ongoing basis and provides ad hoc reporting as required by enterprise systems. Provides and presents ad hoc analyses such as contract terms, dollar spend, process compliance. Leads in the development of the technical solution or offering, in translating the business needs into technical requirements. Identifies gaps, strategic impacts, financial impacts and the risk profile in the technical solution or offering, and provides technical support. Updates job knowledge by tracking emerging technology; participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations. Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.

Primary areas of responsibility•Build department relationships and processes•Oversee and ensure creation and maintenance of Service Desk Documentation•Oversee the creation and operational monitoring and enforcement of Service Level Agreement’s•Direct and Coordinate the activities of staffSecondary areas of responsibility•Evaluate new products/services and suggest changes to better aide the end users•Participate in interviews, on boarding and training of new staff•Manage IT Vendor relationships•Manage IT Service Desk Procurement•Complete additional projects or tasks assigned by Management

Greater San Diego Area

Resolve day to day issuesWork with Vendors to ensure projects are being completed train employees on Office 365 and Office 2016 Order needed products (desktop,laptops, etc.)watch over three sites to ensure both are functioning as desiredDesktop refresheswork on new innovated projected to allow our company to grow

• Resolve customer concerns raised during installation, operation, maintenance, product application or compatibility matters• Troubleshoot problems with software applications and recommend corrective action• Reconfigure customers application when the application no longer produces the desired outcome• Conduct extensive research and testing to determine why the application is producing the current outcome• Create Knowledge Based articles for both internal and external use for the application• Conduct training and classes to both internal employees and customer to ensure they have an understanding on how the application functions by design• Work in a team environment consisting of 3 different shifts and team members in remote locations

Livermore, Ca

•Communicates with vendors regarding product issues and follows up to make sure fixes are received, tested, and implemented appropriately•Provide first and second level helpdesk support•Provides technical assistance to computer users by answering questions or resolving computer issues in person, via telephone or remotely•Troubleshoot and repair computer hardware and software, including printing, installation, software support, electronic mail, and operating systems•Manages the setup and installation of hardware systems including personal computers, printers, and phones•Responds to customers timely, keeping them informed of the status and the expected resolution of issues; documenting accordingly•Identifies and escalates obstacles influencing timely resolution to customer requests•Performs all other tasks/projects as assigned by manager•Follows all regulatory policies, procedures, privacy, and security standards in accordance with government agencies including all HIPAA and SOX requirements•Participates in after hours on call support rotation

Tracy, Ca

I started as grocery clerk filling the aisle and making displaysShortly after I was running the Dairy department to include make orders with vendors and lower shrinkBefore I left I was also working in Receiving where I would receiving from 10 plus vendors along with dispersing the inventory with the departments and processing the paperwork to ensure all orders were correct.

Redondo Beach, Ca

I worked in the Apparel sales where within the first month I was the number one sales person in the department.

Greater San Diego Area

•Updated, troubleshot and maintained multiple SharePoint websites at current position•Provided support and assistance to over 3000 users with over 500 assets at current position•Successfully deployed to Afghanistan where I troubleshot and maintained 6 different networks with over 50 routers and switches on NIPRNET and SIPRNET•Procured over $700,000 in operational assets, to fulfill projects while staying in budget•Managed, troubleshot and conducted over 125 Video Teleconferences with employees across the globe•Fulfilled over 5000 trouble tickets, on multiple different media’s consisting of user password problems to network connectivity loss•Trained fellow employees on updated Information Assurance and Personal Identity Information, resulting in zero percent misuse of any and all information•Managed over 20 troops at a given time

Greater Los Angeles Area

I started working as a Apparel Sales Representative. Then I was promoted to Motorcycle Sales for my good work.

Associate'S Degree, Network And System Administration/Administrator, 3.69

Bachelor'S Degree, B.S. Project Management Administration