Horácio Dinalo Email & Phone Number

Irvine, California, United States

Los Angeles, California, United States

Greater Los Angeles Area

Managed day-to-day operation of the IT Service Desk for the Americas ensuring outstanding customer service, face-to-face and remote support, and established Service Level Agreements in a fast-paced demanding environment.❖ Developed, implemented, and documented new procedures for asset inventory, KPIs and ticket tracking via ServiceNow to improve workflows and reporting for the Helpdesk Department❖ Implemented and trained direct reports on S.M.A.R.T. goals, improving… Show more Managed day-to-day operation of the IT Service Desk for the Americas ensuring outstanding customer service, face-to-face and remote support, and established Service Level Agreements in a fast-paced demanding environment.❖ Developed, implemented, and documented new procedures for asset inventory, KPIs and ticket tracking via ServiceNow to improve workflows and reporting for the Helpdesk Department❖ Implemented and trained direct reports on S.M.A.R.T. goals, improving accountability and record tracking❖ Refined the New Hire Onboarding process by working closely with HR to combine two New Hire training sessions into one, expediting the process for new users❖ Volunteered to coordinate with different departments to standardize in house employee moves❖ Championed IT standardization for all Service Desk Technicians and managers globally. Created Helpdesk document repository and initiated standardized training❖ First IT member to be promoted in less than two years in the department history❖ Performance Management: setting and managing goals, annual reviews, and recognition Show less

Greater Los Angeles Area

Redwood City, Ca

Oversaw strategic planning and management of Redwood City HQ Helpdesk team with 5 direct reports supporting over 600 corporate users. Led multiple complex IT-related projects (software deployment, infrastructure upgrade support, migration & deployment), in close collaboration with IT group and Executive management.❖ Exceeded SLA metrics, increasing team average SLAs results by 10% and establishing standard protocols for supporting end users.❖ Created reports for IT-related… Show more Oversaw strategic planning and management of Redwood City HQ Helpdesk team with 5 direct reports supporting over 600 corporate users. Led multiple complex IT-related projects (software deployment, infrastructure upgrade support, migration & deployment), in close collaboration with IT group and Executive management.❖ Exceeded SLA metrics, increasing team average SLAs results by 10% and establishing standard protocols for supporting end users.❖ Created reports for IT-related initiatives, enabling Upper management to pull reports and make accurate business decisions relating to hardware and software upgrades.❖Closed more than 200 tickets per week, steering IT support integrations for new acquisitions covering 9 offices Show less

Redwood City - Ca

Delivered IT support solutions focusing on helpdesk management, technical troubleshooting (hardware/software), contractor management, and asset management.❖ Acted as primary “Point-of-Contact (POC)” for all escalations, resolving complex technical issues to ensure fluid business operations.❖ Built and managed Asset Management and Ticket System utilizing Dell Kace.❖ Spearheaded multiple system training for new hires, helpdesk staff, and end users, exhibiting remarkable… Show more Delivered IT support solutions focusing on helpdesk management, technical troubleshooting (hardware/software), contractor management, and asset management.❖ Acted as primary “Point-of-Contact (POC)” for all escalations, resolving complex technical issues to ensure fluid business operations.❖ Built and managed Asset Management and Ticket System utilizing Dell Kace.❖ Spearheaded multiple system training for new hires, helpdesk staff, and end users, exhibiting remarkable relationship building skills.❖ Increased efficiency by designing and implementing asset management, software distribution, and reporting systems for upper management to pull reports and make accurate business decisions relating to hardware and software upgrades Show less

Redwood City, Ca

Executed day-to-day technical support services encompassing Active Directory, Microsoft Exchange, Gapps, Lync, Symantec Ghost, and Dell Kace. Managed Security Groups and Distribution lists via Active Directory and played a vital role during video conferences and meetings.❖ Go-to-Technical person, providing responsive IT support via email, telephone and in person for corporate users (remote and on-site).❖ Boosted efficiency by identifying performance issues and initiating… Show more Executed day-to-day technical support services encompassing Active Directory, Microsoft Exchange, Gapps, Lync, Symantec Ghost, and Dell Kace. Managed Security Groups and Distribution lists via Active Directory and played a vital role during video conferences and meetings.❖ Go-to-Technical person, providing responsive IT support via email, telephone and in person for corporate users (remote and on-site).❖ Boosted efficiency by identifying performance issues and initiating workable improvements, displaying technical aptitude in software and hardware troubleshooting for Windows and Mac. Show less

Redwood City, Ca

Managed facilities room, including setting up systems for conferences, administering badging system, and tracking alarm systems and calls.❖ Streamlined security badging system by cleaning former employees’ system data.