Joseph M. Email & Phone Number

California, United States

Santa Clarita, California, United States

Glendale, Ca

Glendale, Ca

(formerly YP, the Real Yellow Pages)RESPONSIBILITIES• Responsible for managing the IT Support and Engineering managed service, which is responsible for the service of 6500 users, 6500 workstations, and 5200 wireless devices across 80 offices. • Engage IT teams and business units on behalf of managed service initiatives; act as escalation point.• Perform regular reviews of managed service via SLAs, NPS, and meetings with business units to guarantee continuous improvement and… Show more (formerly YP, the Real Yellow Pages)RESPONSIBILITIES• Responsible for managing the IT Support and Engineering managed service, which is responsible for the service of 6500 users, 6500 workstations, and 5200 wireless devices across 80 offices. • Engage IT teams and business units on behalf of managed service initiatives; act as escalation point.• Perform regular reviews of managed service via SLAs, NPS, and meetings with business units to guarantee continuous improvement and contractual obligations.• Review contracts and establish SLAs, KPIs, and required service report templates.• Establish processes, procedures, and methods for managed services. • Responsible for managing Print, Teleconferencing, and Wireless Telecom service and contracts.• Introduce new initiatives and projects, and provide guidance, to managed service teams.• Plan and manage department projects and annual budget.• Participate in Change Management process to meet governance functions.• Manage company BYOD program, creating policies, engaging payroll, and communications.• Manage company IT Communications, creating IT notices, alerts, and newsletters.• Explore, discover, and evangelize new technology and service solutions to increase user productivity and to enable corporate objectives.• Bridge any relationship gaps between company teams and managed service teams.• Perform analysis and ROI reviews for services.ACCOMPLISHMENTS• Designed, built, and maintained technical ticketing system, capturing performance metrics, incorporating managed service teams, company IT teams, and company non-IT teams.• Reduced annual mobile wireless costs by $380,000 without affecting user experience.• Reduced annual conferencing and all hands expenses by $650,000 while improving user experience.• Regularly communicated IT project updates and initiatives to Senior Leadership Team. Show less

Glendale, Ca

• Designed and built End User Infrastructure team.• Designed responsibilities for End User Infrastructure team, such as SOPs, service lines, and work matrices.• Manage administration of all workstations.• Rolled out SCCM 2012 operations for management Windows workstations and print servers.• Manage MDM operations.• Coordinate team efforts with managed services.• Manage A/V Infrastructure builds and designs.• Develop workflow processes to develop custom tools for… Show more • Designed and built End User Infrastructure team.• Designed responsibilities for End User Infrastructure team, such as SOPs, service lines, and work matrices.• Manage administration of all workstations.• Rolled out SCCM 2012 operations for management Windows workstations and print servers.• Manage MDM operations.• Coordinate team efforts with managed services.• Manage A/V Infrastructure builds and designs.• Develop workflow processes to develop custom tools for support teams. Show less

• Overhauled Help Desk team, resulting in a drastic increase in customer satisfaction.• Managed daily operations of Help Desk team: manage work queues and develop support documentation.• Engaged IT teams and business units in regards to IT support initiatives.• Coordinated projects and support with remote support teams across the country.• Performed procurement duties. Provided Executive Leadership support.• Trained Help Desk techs, interviewed for new personnel, and led… Show more • Overhauled Help Desk team, resulting in a drastic increase in customer satisfaction.• Managed daily operations of Help Desk team: manage work queues and develop support documentation.• Engaged IT teams and business units in regards to IT support initiatives.• Coordinated projects and support with remote support teams across the country.• Performed procurement duties. Provided Executive Leadership support.• Trained Help Desk techs, interviewed for new personnel, and led team meetings to coordinate efforts. Show less

• Employee of the Year for 2008-2009; excellent communication and relationship skills.• Responsible for supporting 220 full-time staff members, 2500 students, and 1000 workstations.• Responsible for RFQs, RFPs, and coordinating and managing of vendors and contractors.• Responsible for software/hardware purchases, network administration, system support.• Trained and managed Tech Coordinator Teacher duties and a team of entry-level technicians.• Managed and planned annual… Show more • Employee of the Year for 2008-2009; excellent communication and relationship skills.• Responsible for supporting 220 full-time staff members, 2500 students, and 1000 workstations.• Responsible for RFQs, RFPs, and coordinating and managing of vendors and contractors.• Responsible for software/hardware purchases, network administration, system support.• Trained and managed Tech Coordinator Teacher duties and a team of entry-level technicians.• Managed and planned annual Information Technology budget; prepared reports and presentations.• Organized and coordinated the design and installation of many projects, including Refresh projects.• Maintained hardware/software inventory databases.• Designed, redesigned, and built new computer labs; doubled lab resources with minimal cost.• Modernized audio/video classroom systems with networked projector systems.• Designed and executed site-wide deployment of staff-contributed webpage project. Show less

•Deployed new computer systems for Washington Mutual offices and branches

•Three Month Contract position•Managed and executed DLT backup tape cleanup operation using RS/6000•Fixed POS equipment, such as Micros Printers, workstations, and Omron Scanners

•Responsible for upgrades, optimization, and debugging of the computer systems•Installed, maintained, and fixed hardware, software, and computer peripherals

Mba, Master Of Business Administration

Focused on Management of Information Technology Systems by taking classes on ERP roll-outs, project management, and database design.

Bachelor Of Science, Computer Science