Ernest Moreno Email & Phone Number

• Manage ITSM migration project for companywide ERP roll out• Lead a team of team of administrators to maintain current ITSM system while preparing to migrate to a new system. Migration from Cherwell to Ivanti ticketing systems• Meet with stakeholders to ensure processes are captured within ITIL standards to ensure migration of their processes are enhanced in new ITSM system• Meet with ITSM consultant to configure and build out the new ITSM system for 3rd Qtr go live• Maintain quality and service goals in current ITSM to ensure any client gets the best experience while we service their issues.

Richardson, Texas, United States

• Manage team of technicians and support staff on day to day operations of an MSP with over 30 clients in a cloud based Azure environment.• Maintain quality and service goals to ensure any client gets the best experience while we service their issues.• Improved every SLA and KPI to be within or exceeding goals, created plan and methodology to track performance to ensure goals remain green• Manage, maintain, configure and train on connectwise ticketing ITSM• Report to leadership on team objectives and create plans to ensure objectives are met• Work with IT Director and vCio to provide customer reports for status meetings• Review team processes and create efficiencies using visio workflows and ISO work instructions• Create a consistent training plan for new employees and enhanced training for existing employees to keep up with new technology either introduced by the MSP or client

Dallas-Fort Worth Metroplex

• Manage offshore service desk for major retail client, 7 eleven.• Aligned all service desk objectives with the client to ensure we are calibrated on over all goals• consistently meet or exceed SLAs and KPIs• created reports and dashboard in Service now in order to report to executive management on production for service desk• Tracked and reported on top call drivers and ensured training is effectively being implemented• Track and present production status’ in comparison to goals to stakeholders through status meetings• Provide billing statistics to account executive monthly

Fort Worth, Texas, United States

• Managed day to day tickets in the queue for TeamCenter 11 in Service Now• Point of contact for all TeamCenter escalations• Proactively monitored, evaluated and reported on program performance with internal teams to identify areas for solution enhancement; participated in regular business reviews with key client stakeholders• Tracked and communicated tickets and ticket status to stakeholders through daily and weekly status meetings• Coordinated shift handshake between US and India L2 Support teams• Managed SLAs for all TeamCenter incidents, problems, and tasks• Initiated deep dives into technical problems to understand the root cause of any issues and direct it to the right team.• Investigated customer complaints, triaged tickets to the right team to handle technical issues• Documented, published and distributed established workarounds and updated processes to level 2 team for use in assisting end users• Successfully planned, lead and facilitated meetings with all levels of client and internal project stakeholders as the established technical and business project leader

Dallas/Fort Worth Area

• Managed and facilitated the day to day activities of the IT team across all US branches of the law firm• Managed service tickets in queue in footprints, delegated them to the technician with most experience with the issue• Point of contact for all end user escalations from Law firm partners to end users• Managed site visits for technicians to remote sites

Valley View Tx

• Managed IT operations for the wholly owned branch of Superior Energy Services, including keeping within budget and establishing cost-saving methodologies• Used lean and Agile methodologies to develop MS Windows computer administration and MS Office Suite support processes for local and remote users• Managed, created, closed and assigned incidents for technicians in Service Manager ensured all SLAs and reported metrics were on track for goal dates• Provided advanced hands-on technical support across a broad range of technical areas specifically problems beyond the scope of ability of helpdesk support team• Managed all billing for all IT procurement, expenditures and mobility contracts• Managed and tracked all IT assets• Traveled to multiple facilities within Texas to ensure all offices were running optimally• Managed users in an active directory including the creation of new users and removal of terminated employees• Evaluated IT staff work performance, provided periodic employee performance evaluations• Managed the integration of vendor tasks, Tracked and reviewed vendor deliverables.• Implemented and supported a broad range of facility-based equipment, including but not limited to network equipment, servers, terminals, personal computers, printers, cabling, and software products

Dallas/Fort Worth Area

• Managed significant accounts, including Fidelity, Johnson and Johnson, City of Dallas, and Ceridian• Built relationships with client stakeholders and develop deep knowledge of clients' internal processes and delivery methodologies including ITIL, Scrum, and Agile.• Developed and coordinated schedules for IT support teams on a 24/7 schedule• Evaluated IT staff work performance, provided periodic employee performance evaluations to ensure that daily production goals were reached or exceeded• Recruited and managed teams of both onsite and field technical teams and administrators for various clients using lean and Agile methodologies to provide outstanding customer service • Tracked metrics using the Service now ticketing system for tech productivity and Service level agreements• Managed projects which included Government, Retail, Fortune 100 and 500 companies as well as Financial entities• Project scopes included, but were not limited to:o Companywide hardware upgrades of up to 10,000 end-users o Windows 7 to Windows 10 migrationso Managing service desk and staff augmentation technicianso Forecast for project budget and resource allocation to manage budget margins and maintain 30 to 50% or better o Create and maintain metric reports for internal and external stakeholderso Proactively manage risk, scope, cost, schedules, and qualityo Maintain 95% or higher satisfaction rate on SLAs

Coppell, Tx

• Engineered and implemented an asset refurbishment facilityo Engineered the floor plan and flow of product for Technical Operations from inbound through production and out to finished goods and shippingo Coordinated with 3rd party construction and equipment vendors to build the infrastructure of the building including lighting, electrical, network wiring, and securityo Designed and built infrastructure for inbound shipments, production and outbound shipmentso Configured, built, and equipped all tech bencheso Configured and equipped all warehousing from racking to heavy lifting equipment• Managed operations of the Technical Services groupo Launched a completely new asset refurbishment facility on time and within budgeto Recruited, trained, and coached employees with focus on communicating job expectations and appraising performance with an emphasis on development and succession planningo Used Lean and Agile methodologies for scheduling inbound, creating production schedules and scheduling outbound equipmento Documented new and existing procedures for all aspects of operations following ISO documentation methodologies and version controlso Oversaw, controlled, and evaluated operations of assigned applications and computer systems, following policies and practices as defined for system access, testing, change management, and productiono Implemented test and repair processes for laptops, desktops, servers and other equipment for the technical services division

• Used previous experience in computer recycling to launch a completely new asset refurbishment divisiono Implemented and managed profit and loss for new divisiono Created new revenue stream averaging $100,000 monthly post EBITDAo Reported progress and gains to VP of Operations as well as the owners of the Companyo Implemented new testing and refurbishment processeso Recruited and mentored a new team for Asset Management divisiono Implemented test and repair processes for Asset Management division• Participated in pre-sales and post-sales activities for new clients interested in equipment refurbishment services• Supported sales management in areas of technology, internal and external customer support and consulting/professional services to meet revenue targets• Integrated teams of technicians across multiple facilities into one cohesive team

Carrollton, Texas, United States

• Operations Managero Managed all operations for the flagship facility in Carrollton, TXo Managed profit and loss, as well as conducted financial planning and analysiso Reported metrics from all departments to President during weekly governance meetings with peerso Discussed operations plans and risks with president on monthly one on one callso Ensured all departments adhered to all health and safety regulations while maintaining OSHA complianceo Maintained positive relationships with both customers and vendorso Drove program performance by establishing performance metrics and goals.o Provided ongoing coaching and feedback to reinforce and address performanceo Analyzed quality and performance reports for trends and made recommendations for process improvements where necessary.• Engineering/Quality Managero Developed, designed, or redesigned process flows in Visio using Lean, Agile and Six Sigma methodologies; re-engineered as needed, using best practices to create process improvements and cost savingso Built action plans to apply business redesign concepts within single business units or departments directed toward improving services, products, or functionso Continuously evaluated policies and practices for improvement opportunities to meet best in class standardso Worked with cross-organizational teams to ensure all sites were working using the same documentation across all facilitieso Successfully identified process improvement opportunities, realized cost savings benefits.o Established successful experience in managing multiple projectso Demonstrated exceptional communication skills, both verbal and written, o Created and delivered presentations to senior level executiveso Designed and implemented security system for facilities that were lackingo Reported out on process implementation and progresso Managed all quality and site test engineerso Authored and co-authored technical ISO based work instructions and standard operation procedures