Managed two support teams via an outsourcing model that included internal employees as team leads and external staff based in the Philippines and India.-Total organization headcount = 50- Led a successful service transition from internal Help Desk and Enterprise Operations Center (EOC) teams to a managed service model with 24/7 availability.- Launched Help Desk Chat service to company, enabling real-time text-based support for end users.- EOC team responsible for planned downtime communications/coordination, system alert response, Disaster Recovery and Major Incident management.- Onboarded additional services supporting Autodesk's external customers, facilitating 24/7 Priority Support with strong service management oversight.

Enabled Help service owner - Led team building tools to enable IT support teams and business users to be more effective.Desktop Support Manager for SF Bay AreaMac Systems Service Owner - moving Mac support to an enterprise-ready service.- Led assessment of Mac service current state in the company, leveraging Apple consultants and internal teams to create, present and implement a strategy for moving Mac support and administration to an Enterprise ready service.

Manage Global Desktop Engineering, Collaboration and Messaging teams for Levi Strauss & Co.Teams responsible for Windows and Mac Systems Management (SCCM, Casper), 3rd level support, Messaging and Collaboration including MS Exchange, Lync, online meeting infrastructure, Outlook365 administration, and company intranet development and support on a Sharepoint infrastructure. - Successful in reducing team's Service Now queue from a steady state of 200+ tickets to under 50 through solution engineering, problem management and shift-left actions in collaboration with outsourced Level 1 and 2 support teams.- Managed Engineering team, contract labor and consultant resources to meet the established goals of an ongoing Windows 7 migration of 8500 client systems on time and on budget.- Led technical team in full overhaul of company intranet.Contract position via TEKsystems

Managed Desktop Support Services group supporting Lucasfilm, LucasArts, Industrial Light and Magic, and the Letterman Digital Arts Center (LDAC) facility in a mixed Windows/Linux/Mac environment, supporting VFX post-production, game-development and corporate users.- Developed team resources to establish a Desktop Engineering group, focused on tools development for the team.- Led a successful Windows XP to 7 upgrade across all companies.- Proposed and implemented JAMF/Casper infrastructure to improve Mac system service.- Led multiple Microsoft Office upgrades.- Launched VMWare-based virtual desktop service.- Research and Development department technical liaison. Improving cross-group collaboration to improve internally developed tools support.- Led large-scale user restacks/moves from the IT side, ensuring minimal disruption.

Managed HelpDesk/Call Center for LucasArts, Lucasfilm and Lucas Animation at multiple sites. Managed Desktop team for LucasArts studio.Successfully led team in executing plan to relocate four companies at 3 campuses to a single site in San Francisco while film and game production was underway with minimal disruption.

Hands-on Lead-tech/Supervisor. Responsible for system build process, image management, SMS software deployment, distributed rendering/compiling and general support for all client systems in the LucasArts studio. IT liaison for studio projects ensuring technology needs were met in a proactive manner. Worked with remote team to support Lucasfilm users at another campus.

-Acted as IT Technician for 90 person QA team managing as diverse a system-base as possible to ensure hardware and OS functionality for the company games. -Responsible for testing LucasArts game titles on a wide variety of PC hardware to ensure functionality.