Don Pape Email & Phone Number

San Francisco Bay Area

Emeryville, Ca

• Work with internal customers through a ticketing queue, and provide a high level of desktop and Windows account administration and support.• Take ownership of user problems and follow-up with issue status communicating progress in a timely manner.• Respond to assigned tickets and requests within business defined Service Level Agreement’s.• Assist with deploying and configuring desktop/laptops and business productivity software.• Work in Active Directory to maintain user accounts and groups.

Dublin, Ca

· Manage remote IT team ensuring the security and quality of the various departmental systems. · Create comprehensive Technical Documentation on system functionality, process flow, and related technical rules.· Maintain user accounts, file and print servers as well as Active Directory accounts.· Design and maintain IT quality assurance and support process as it relates to the overall support resolutions. · Responsible for software releases and rollouts while following change management best practices.· Successfully identify and document user concerns and functional requirements.· Develop SLAs and knowledge base documentation for end users and overall IT functions.· Facilitate communications between Operation and IT teams.· Generated IT system access and usage metric reports provided to C-level executives for continuous improvement analysis. Deliver IT and P1 level support for 600+ users nationwide.

· Delivered IT and technical support for class projects, solutions, and installations.· Worked with staff on technical requirements and software support. · Configured and troubleshoot Smartboard, mobile devices and xxxx· Presented technical instructions and expectations to end users.· Repaired and maintained lab and end user equipment including Mac, PC, and printers.Deployed and reimaged lab machines.

· Trained new hires on application tools and business practices.· Implemented group policy for servers and systems as well as building access systems.· Negotiated service contract for comprehensive business management software suite.· Managed budget for IT and facilities resources and equipment.· Developed wireless infrastructure and security protocol.

· Conduct hands-on fixes at the desktop level, including installing and upgrading software, installing hardware and configuring systems and applications.· Collaborated with technical events services team to provide network support on-site at Gartner symposiums and summits. · Responsible for Testing and Documenting system design and functionality.· Act as main point of contact in escalation triage flow for advanced P1 tickets.Created instructional design documentation as it relates to Gartner’s in-house software and hardware systems

Computer repairs.

Repair computers, order warranty parts, onsite installtions.

Contracted with title companies to conduct home loan signings throughout the Bay Area. Made appointments and travelled to borrowers homes and then delivered the documents to the title company.

Bs, Computer Information Systems

Education record