John Lake, Itil, Pmp, Brm Email & Phone Number

Successfully managed seven Relay for Life projects○ Acquired, developed committee volunteers○ Managed venders ○ Develop activity schedule for a 24 hour community event○ Led several training presentations ○ Developed yearly budget to keep event expenses below 11%○ Planned and facilitated monthly committee meetings to organize and coordinate the facilities, logistics, entertainment, food, children’s activities, adult activities, and cancer survivor education and… Show more Successfully managed seven Relay for Life projects○ Acquired, developed committee volunteers○ Managed venders ○ Develop activity schedule for a 24 hour community event○ Led several training presentations ○ Developed yearly budget to keep event expenses below 11%○ Planned and facilitated monthly committee meetings to organize and coordinate the facilities, logistics, entertainment, food, children’s activities, adult activities, and cancer survivor education and recognition activities in preparation for our annual 24 hour Relay for Life event Show less

733 Market, Tacoma, Wa

• Supervises the Field Services team of 10 Computer Support technology staff and manages all aspects of the team's day-to-day IT operations activities. These include, but are not limited to:o Monitor and coordinate work requests assigned to team through the ITSM service desk tool (Service Now) and ensuring incidents and requests are fulfilled appropriatelyo prioritize and schedule activities to meet deadlines and ensure necessary staff coverage • Project Management:o Led the… Show more • Supervises the Field Services team of 10 Computer Support technology staff and manages all aspects of the team's day-to-day IT operations activities. These include, but are not limited to:o Monitor and coordinate work requests assigned to team through the ITSM service desk tool (Service Now) and ensuring incidents and requests are fulfilled appropriatelyo prioritize and schedule activities to meet deadlines and ensure necessary staff coverage • Project Management:o Led the selection process for a new managed print vendor in 2016 and 2021 and led the replacement of over 200 printer/copies city wideo Led the selection of a new AV vendor to manage the General Government conference rooms and worked with the vendor on projects to upgrade 16 conference rooms at the Tacoma Dome, Convention Center, Center for Urbans Waters, and the Tacoma Municipal Buildingo IT Service Manager for the Mobile Device Management project to implement Intune on over 3000 mobile devices city wideo Coordinated with vendors, Field Services staff, and department staff every biennium to replace and surplus over 400 desktops and laptops Show less

Auburn, Wa

● Recognition: o 2014 Winners Circle o Team Member of the Quarter (Q3 2014) o Received three 5-start awards ● Incident & request management: o Coach and direct 4 local and 4 remote techs supporting over1200 end users o Developed weekly metrics for incident and request support o Improved by 20% same day incident resolution o Improved speed to answer from 7 seconds to 4 seconds o Implemented cross training and created process documentation o… Show more ● Recognition: o 2014 Winners Circle o Team Member of the Quarter (Q3 2014) o Received three 5-start awards ● Incident & request management: o Coach and direct 4 local and 4 remote techs supporting over1200 end users o Developed weekly metrics for incident and request support o Improved by 20% same day incident resolution o Improved speed to answer from 7 seconds to 4 seconds o Implemented cross training and created process documentation o Developed and implemented attribute assessment process to coach staff and create performance reviews● Project Management o Managed a conference room AV solution with integrated speakers and teleconferencing system o Planned and managed a centralized digital signage solution using AppSpace o Planned and managed a digital asset server implementation, end-user training and data migration o Developed and managed a hardware refresh process for over 300 desktops and laptops o Developed process and procedures for implementing EchoSign as an electronic signature solution o Documented and managed improvements to on-boarding process and procedures o Planned and managed the Internet Explorer 10 upgrade for over 1200 desktops and laptops o Drove the development of a 64bit OS upgrade Show less

Greater Seattle Area

Represent over 20 teams within the Finance & Administrative Service group in support of three major city wide projects:• Windows 7, Office 2010, IE 9 upgrade:o Coordinated with technical support and end users to successfully upgrade 600 PCs and laptops to Windows 7, Office 2010 and IE9o Coordinated with internal developers to update critical City applications o Coordinated with IT department to test and package over 60 applicationso Coordinated with training and technical… Show more Represent over 20 teams within the Finance & Administrative Service group in support of three major city wide projects:• Windows 7, Office 2010, IE 9 upgrade:o Coordinated with technical support and end users to successfully upgrade 600 PCs and laptops to Windows 7, Office 2010 and IE9o Coordinated with internal developers to update critical City applications o Coordinated with IT department to test and package over 60 applicationso Coordinated with training and technical teams to coordinate timely end-user communication and training • Novell to Windows File migration:o Coordinated with end-users to reconcile hundreds of long path files in preparation for file migration activitieso Coordinated with end-users to review and update folder permissions to align with Windows server file structure• SQL 2012 Uplift:Developed a roadmap for migrating all versions of SQL databases to SQL 2012 Show less

Bellevue

Consultant TrainingOn-Call instructor with SmartPath LLC to teach Project Management Certification training and Enterprise Business Process Analysis.

Bellevue, Washington

Teach PMP Certification and Business Enterprise Analysis

Mountlake Terrace

Sterling Saving Bank HLD - Technical Support Manager on Assignment from Volt.Release Change Management Analyst / Technical Support– Home Loan Division• Documented several key IT business support process • Developed and presented process improvement recommendations to IT Sr Management• support and training to users.• Developing, maintaining and communicating SCM best practices.• Monitoring, Trouble shooting application behavior.• Incident response and… Show more Sterling Saving Bank HLD - Technical Support Manager on Assignment from Volt.Release Change Management Analyst / Technical Support– Home Loan Division• Documented several key IT business support process • Developed and presented process improvement recommendations to IT Sr Management• support and training to users.• Developing, maintaining and communicating SCM best practices.• Monitoring, Trouble shooting application behavior.• Incident response and resolution• Reporting and Intervention support.• Co-ordination with other support teams• Develop ITIL procedures • Lead process improvement projects that led to improvements in communication, metrics, and service fulfillment• Drove measurable improvements in IT service and support to Home Division employees.• Met with cross functional support teams and venders regularly to identify gaps in service and drive continuous improvement activities Show less

Contractor Technical Support contractor with Sterling Bank

● Developed and conducted PowerPoint AceProject workflow training presentations to executives at Port of Tacoma, Port of Olympia, and Goodstein law group● Created AceProject user accounts, project groups and project workflow processes to support collaboration activities between Goodstein Law Group and Port of Tacoma.● Created AceProject user accounts, project groups and project workflow processes to support collaboration activities between Goodstein Law Group and Port of Olympia.

Change Deployment Management● Successfully managed 15-20 on-going deployment projects of Microsoft Office, Adobe and McAfee applications and patches to over 300K desktops and laptops worldwide● Drove critical patch deployment process timeline from 95% of device in five days to 99% of devices in four business days● Participating actively in application-related and implementation meetings. ● Communicating Release Management processes to other Release Management● Incident… Show more Change Deployment Management● Successfully managed 15-20 on-going deployment projects of Microsoft Office, Adobe and McAfee applications and patches to over 300K desktops and laptops worldwide● Drove critical patch deployment process timeline from 95% of device in five days to 99% of devices in four business days● Participating actively in application-related and implementation meetings. ● Communicating Release Management processes to other Release Management● Incident response and resolution● Provide 24 x 7 pager/on-call supportEffective Project Management● Managed IT projects involving Email migrations, account and home directory migration, PC moves and setup of over 500 employees and devices.● Managed IT server consolidation projects ● Managed and drove successful completion of several IT restack projects involving 200+ employees, PCs, and printers● Developed and maintained Several SharePoint work request and collaborative sites. Team Management● Developed and managed a new operations support team to manage desktop vulnerability issues and oversee deployment of security products to over 300K desktops and laptops worldwide○ Responsible for hiring, training, coaching and performance appraisals○ Established, implemented, supervised and reviewed policies, processes and procedures○ Developed and implemented employee skills measurement tool to effectively evaluate employee performance and measure improvements● Managed a virtual team of desktop and data management technicians to support:○ Microsoft Windows OS and Office installation, troubleshooting, and training○ Desktop & Laptop hardware break-fix ○ Root cause analysis○ Vender escalations and support agreements for remote support areas○ Review of disaster/pandemic recover process and procedures○ Review of clients requirements to ensure effective use of computing resources○ Request and review Ad-Hoc Access and SQL queries for performance reports Show less

Effective Project Management● Drove IT migration project of 1500 Unix accounts to NT Domain accounts ● Drove several IT projects involving PC moves, PC upgrades, Unix server installs and upgrades● Drove continuous process improvement activities to support account creation, Monthly report automation, move requests and merger activitiesMidrange server administration● Designed, implemented and managed the installation and support of HP 9000, PDP11 servers… Show more Effective Project Management● Drove IT migration project of 1500 Unix accounts to NT Domain accounts ● Drove several IT projects involving PC moves, PC upgrades, Unix server installs and upgrades● Drove continuous process improvement activities to support account creation, Monthly report automation, move requests and merger activitiesMidrange server administration● Designed, implemented and managed the installation and support of HP 9000, PDP11 servers ● Converted/rewrote applications from a PDP 11 /44 mini computer to a clustered VAX computer system and provided training to end-users to mitigate transition from PDP server to VAX server.● Developed and support UNIX batch file scripts Network Administration● Administered data and print share access on an Ungermann-Bass network for the Boeing Fabrication Division in Auburn● Consulted with Fabrication department management to develop processes and procedures to improve computing support activities● Developed shared approach to print sharing to allow better allocation of resources● Maintained inventory of LAN software and hardware Desktop Support● Consulted with 747/767 tooling department management to develop process and procedures to improve desktop computing support activities● Developed and maintained staging area process to increase efficiencies of workstation installs and moves within 747/777 production floor and office areas● Supported several DOS/windows applications and provided end-user training: Word, Word for Windows, Lotus 123, Excel, Freelance and Paradox Show less

● Designed, implemented, and managed the NT and UNIX account administration processes and procedures for over 1000 business partners and associates at the Renton Boeing campus● Participated in the day-one activities of the Boeing/McDonald Douglas Merger to ensure smooth transition of account authentications and secure access to resources

● Provided coaching, mentoring, and training to the NT/UNIX account administration team at the Kent, Auburn and Renton Boeing campuses ● Created and lead a new UNIX site support team at the Boeing Renton Campus ○ Established support policies, processes and procedures○ Provided daily problem management and end user training for diverse information and data management professionals

● Responsible for the earned value management tracking and reporting for a variety of Minuteman and Peacekeeper government defense projects ● Designed, implemented and maintained LOTUS 123 applications to support earned value management tracking and reporting● Drove continuous improvement projects to reduce waste and improve report efficiencies

Kent, Wa

● Taught Lotus 123 and Microsoft Excel for Boeing off hours education department

● Provided end-user training and computer consulting for Kaiser Aluminum Rectifier room operators InstructorTaught BASIC, PASCAL and RPGII computer courses at Knapp college of Business Taught Lotus 123 and Microsoft Excel for Boeing off hours education department

Auburn, Wa

● Taught BASIC, PASCAL and RPGII computer courses at Knapp college of Business

Economics/Data Rocessing, Bs Operations Analysis

I have a Bachelor of Science Operations Analysis Major (Economics), Data Processing Minor and ITIL foundations certified. I have also.

Pmp

Bachelor, Science Operations Analysis; Economics

Bachelor, Science Operations Analysis; Economics

Deploma

Education record