Eric Dexter Email & Phone Number

Agoura Hills, California, United States

- Integral in sustaining business operations during a mass-work-from-home initiative in 2020- Externalized our workforce by establishing VMC and Remote access for all employees.- Migrated from on-premise VMware VDI environment to VMC on AWS- VDI Environment which allowed both horizontal, and vertical growth to support increased hiring during key periods of growth within the company - Upwards of 10,000 concurrent VDI sessions at highest level.- Transitioned to ephemeral VDI solution that reduced operational overhead for management, patching, troubleshooting, and general uplifts with reduced failure rates on persistent VM’s, and reduced helpdesk tickets.- Implemented enterprise-wide Mobile Device Management platform (Workspace One)- Drive Standards from a hardware and baseline (SOE) - VDI, Laptops, Desktops- Created an aggressive framework to allow speedy security patching to yield improved compliance deployment and capabilities- Automated desktop patching, and automated the process - yielded 40% increased compliance across all desktop assets.- Managed key vendors, and many other smaller vendor relationships. - Implemented optimized workflows for day-to-day activities and automated repeatable tasks via various scripting and automation tools.- Work with key leaders in the organization to develop solutions that are aligned to key strategies and deliverables.- Established technology projections for key decisions, contract negotiations, and capacity planning- Managed software distribution and licensing- Migrated our enterprise backup platform from on-prem to operate in AWS- Focused on enabling our organization even outside of my direct reports via mentoring, and providing general guidance for growth and success- Enabled direct reports to easily provide operations support to internal technical staff, improve interoperability with internal groups within IT and external of IT.- Encouraged an environment of curiosity, growth, and collaboration

Agoura Hills, Ca

- Build office based strategy to deliver internal SLA’s to desktop support- Enabled improvements in tech-focused skill building- Promoted and enabled key staff to expand skill-sets and created training materials on day-to-day operations.

Agoura Hills, Ca

- Establish Procurement best practices with direct purchasing and leveraging VAR’s and other external vendors- Develop asset tracking principals, a ground up approach into leveraging ServiceNow as a foundational element to overall observability- Fortify approval process, documented purchasing audit trails, and reporting to financial teams of overall spend.- Software auditing for determining usage and licensing validation to support renewal activities for major vendors.- Establish baseline inventory of equipment/assets through each office location- Created framework for managing asset lifecycle, and projections on periodic refresh

Greater Los Angeles Area

Greater Los Angeles Area

- Direct report to the global CTO- Managed & delivered $33MM budget in FY14 – (10) cost centers, end-to-end with limited administrative assistance. OpEx savings plan of ~$6MM over 3-years- Global COE Responsibility: Influence & Leadership, Process improvement, Workflow, Reporting, Strategic improvements to provide optimized support services globally.- Directly supported 25,000 employees in the Americas (US/Canada) over 450 offices that enabled 95% support coverage within next business day. Indirectly supported ~45,000 globally.- Direct interface with geo-based CIO’s and business leaders to ensure IT alignment to business needs.- Developed and implemented a Near/Offshore Call center solution, outsourced Level 1/2, IVR, User Administration, Desktop refresh, PMO program for US and Canada – 24x7 with International capability- Implemented a managed Service Level (SLA) program globally which includes: Support, Infrastructure, Operations- Created dashboards delivering KPI’s and SLA’s which are published globally.- Standard Process optimization to align with ITIL best practices- Managed IT audits (Internal/External) specific to SOX compliance- Developed EUC Hardware standards leveraging a global catalog & B2B integration to procurement tool. Centralized ordering.- Oversight and vendor management including leading QBR’s and day-to-day operations to establish improved strategic partnership- Lead Desktop Engineering / Application Deployment- Knowledge base for consistent global resolution and fulfillment- Direct Interface with C-Level Executives to provide secure technology solutions- Managed Executive Support team (C-Level+) in Los Angeles and New York- Collaboration liaison to Video Conferencing technology in Executive locations- Managed IT activities for events (400+ Employee Leadership conference, Investors Meetings, and earnings calls)- Led the remediation of over 10k XP assets in 11-months- Participate in Mergers & Acquisitions due diligence process

Los Angeles

See description above

Greater Los Angeles Area

- Led incident management and operated as the a 2nd in command to the Global IT Director- Oversight for alerting for critical systems- Orchestrated swift resolution leveraging global team- Managed and maintained enterprise monitoring tool (ScienceLogic EM7)- Provided oversight, and improvements with Managed services for network, and video collaboration companies (NetSolve, YorkTel, Cisco, Verizon)- Assisted with large video events using Telepresence, and WebEX Event services- Established real-time costs analysis for travel to help fund investments in video- Developed reporting capabilities to derive utilization of services, and video conferencing solutions.

Greater Los Angeles Area

- Created an enterprise support desk specializing in Oracle, and enterprise application support- Central support was established for (26) individual operating companies through a single support line. Based out of Los Angeles, CA- Locally sourced 24x7 coverage in Los Angeles- Expanded services to develop a single point of contact for all support needs within the Americas- Team also was responsible for data protection and backups within the two major datacenters- Implemented a global ITSM platform for all IT staff, Incident / Request / Change- Created workflow for Change Management (Infrastructure and Application Development) to align with SOX requirements- Developed training for Level 1, and established a follow-the-sun support model for Oracle User support specific to self-service responsibilities (Time, Expense, etc.)- Leveraged distributed support teams as dispatch as an extension of services

El Segundo, Ca

- Hired by CSC, and provided overall oversight to the contract specific to end user computing.- Supported over 12,000 employees- Vendor Management – Outsourced areas and balanced workload for (3) different providers- Root Cause analysis, and Quality assurance initiatives- Managed Desktop Refresh for the Raytheon El Segundo Campus- Inventory was centrally managed and catalogued within secure facility- Coordinated asset disposition / donations / sale- Centralized asset depot, imaging, distribution, data destruction- Manage support teams, and facilitated break fix, and problem resolution teams.- Lead special projects, and provided technical oversight and strategy to multiple teams.- Facilitated workload management teams, and ensured appropriate work distribution to meet Service Levels / Objectives.- Single point of contact for escalations and emergency program needs- Provided Executive support to staff located in HQ office.- Deployed application “vending” to reduce footprint on the device to allow for quick application deployment in a Novell / Windows NT environment.

- Lead a team that was contracted by CSC to deploy assets as part of a refresh project.- Moved into a larger role, and created a training program for all new hires- Was responsible for interviewing and on-boarding new staff- Managed the distribution of new assets, tracked and reported daily progress to plan.- Developed a program to re-deploy assets to reduce spend which included entitlement verification, and re-imaging