Eric Mena Email & Phone Number

Ontario, California, United States

Redlands, Ca

 Manage, lead, and develop team of 23 IT professionals (5 server engineers, 4 network engineers, 14 service desk technicians) Shared responsibility for OpEx budget of $2.5M Responsibility for VMware environment with approximately 375 virtual servers with approximately 20 physical hosts and a Cisco Network with Meraki APs for wireless connectivity Responsibility for 24 sites spread out over 14 physical locations with 2800 end users using 2650 workstations of which 1100 are thin clients Implemented training and shadowing programs to develop internal staff leading to at least 1 – 2 promotions annually Improved team morale and intra-department collaboration resulting in an improved retention rate from about 44% annually to approximately 85% annually Led efforts to remove legacy Citrix Systems, resulting in a hardened environment with improved launch times, which led to further reducing Citrix calls to the Solutions Desk by approximately 35%

Redlands, Ca

-Manage and lead team of 14 Service Desk Techs-Rebranded and improved Service Desk into the Solutions Desk-Improved average incident resolution time by 45% in first year-Improved first-call resolution rates by 14% in first year-Improved average ticket age by 64% in first year-Implemented training and shadowing programs to develop internal staff-Support 24 sites spread out over 14 physical locations with 2800 end users using 2500 workstations of which 1100 are thin clients-Led efforts to implement standardized printer policies for a primary and backup printer at every workstation for every user-Led efforts to streamline and clean up user provisioning process reducing turnaround time from 15 – 20 business days to 2 – 3 business days and cutting down open provisioning requests by 70%-Led workstation refresh projects and establish standardized processes to expedite these on a refresh cycle-Cut staff overtime by 85% to reduce costs while maintaining service levels and lowering ticket counts and average ticket age-Improved team morale and intra-department collaboration-Implemented internal call center for inbound calls reducing abandon rates and improving customer image of the IS Solutions Desk-Rewrite and maintain job descriptions for staff to ensure they are current with industry best practices

Panorama City, California

Brought onboard and promoted as a direct hire to Mission Community Hospital to continue leading and managing Client Support Analyst team as well as expand duties into network and server operations and maintenance including leveraging VDI and updating legacy systems. Continued to decrease support calls and costs.

Panorama City, Ca

Brought to Mission Community Hospital as a contractor to help their ailing IT Help Desk and turn the Client Support Analyst team into a dependable and trusted unit of the hospital. Worked successfully to centralize desktop management, reduce support calls, increase efficiency, and drastically reduce turnaround time of incoming incidents and requests to the IT Help Desk.

Palmdale, Ca

- Provided first-rate customer service in coordination with various organizations, while ensuring the accurate execution of service-level agreements (SLAs) and high customer satisfaction. - Performed various duties within the organization including:- Escalation point for network issues for various clients- Trainer for new hires- Senior technician for other help desk technicians- Assembled reports to improve response times and ensure metrics and SLAs are being met per client contract clauses.- Observed alignment with Information Technology Infrastructure Library (ITIL) standards for proper IT ticketing, issue tracking, change management, and project development.

Lancaster, Ca

- Closely collaborated with various organizations to provide excellent customer service.- Interfaced with customers and other help desk technicians in testing and verifying software applications.- Assembled reports to improve response times and ensure metrics and SLAs are being met per client contract clauses.

Bachelor Of Science (B.S.), Information Technology

Graduated April 2019.

Associate Of Science (A.S.), Computer Networking Multi-Platform