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.

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.

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.

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.

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