Jonathan Stapleton Email & Phone Number

Burlingame, California, United States

United States

Managing 19 employees dispersed across 4 major areas of IT including Service Desk, Identity Access Management, Desktop Support, and Desktop Engineering. Responsible for all 1st and 2nd level IT support activities as well as fully responsible for the deployment and management of all client Mac OS, Windows OS, and iOS devices. My teams work to ensure all RH employees across the United States and Canada receive best in class IT Support.Responsibilities • Responsible for the highest quality of service delivery across all RH locations. • Responsible for Client and MDM Management using both JAMF Pro and KACE. • Developing standard operating procedures• Ensure computer clients meet security requirements. • Operating IT Service Desk as a single point of contact (SPOC) • Coordinate and lead regular service reviews with IT team and business stakeholders • Developed partnership with outside vendor to take on all mobility support services to increase response time for any reported incidents or requests around this area. • Meet regularly with business leaders to learn major pain points. • Partnered with vendor to implement new procurement procedure for mobile devices to allow for a quicker turnaround time.• Create reports on agreed metrics and in line with available tools and services • Developed new Incident and Request management guidelines across all teams which reduced mean time to resolution from days to hours for all IT services. • Trained Service & Support personnel on ITIL best practices.• Act as a technical escalation point across my entire organization when a solution is not clear.• Responsible for software license management for all client specific software including but not limited to Adobe Creative Cloud, Microsoft MPSA, Crash Plan and Autodesk.• Provide communication to the business for any IT related announcement including scheduled maintenances and or outages.

San Jose, Ca

Management of all IT Service & Support for the western region of the United States (12 States) and Canada for a $20 billion revenue, publicly traded high-tech company headquartered in Silicon Valley. Manage 16 employees in geographically dispersed offices in Phoenix, Dallas, San Jose, Fremont, Mountain View, Sunnyvale, and Alameda. Member of a Company-wide Service & Support team that ensures all employees across Stryker receive world class IT support with globally standardized SLAs, processes and procedures. Responsibilities• Leading & remotely managing an IT Service & Support organization within the western region of the United States• Responsible for the highest quality of service delivery across regulated manufacturing, distribution and sales organization• Responsible of executing a transition of divisional service & support organizations into a regional organization• Developing standard operating procedures, leveraging best practices and implementing global service initiatives• Deployment of standard end user solutions and systems as defined in collaboration with other parts of the IT organization; including client operating systems, VDI, incident management tools and asset management• Operating IT Service Desk within country/region as a single point of contact (SPOC) to escalate all IT related incidents or requests• Coordinate and lead regular service reviews with IT team and business stakeholders• Procure and provision $3 million of equipment to end-users annually.• Implemented new service management systems to streamline incidents for quicker resolution.• Facilitate a continuous improvement program to ensure that support teams are always providing the best service possible• Create reports on agreed metrics and in line with available tools and services• Lead $1.5 Million Video Conferencing Project from discovery phase to execution phase.• Lead the deployment of over 400+ iPad's to the Endoscopy and Communications Sales Force.

San Jose, Ca

• Manage a team of 8 Support Technicians at 3 locations for Stryker with 2600+ end users.• Initiated cross-site optimization of support through common desktop/laptop image, and sharing of best practices in a new knowledge base management site.• Support Team closed 7000 tickets with 97.5% above SLA and answered 8000 calls with 99.5% above SLA• Managed transition to new desktop/laptop supplier (HP) which included new ordering procedures, new images, and support.• Procure and provision $900k of equipment to end users annually.• Responsible for team’s adherence to IT policies and procedures – Zero deficiencies found in last IT audit.• Received a score of 4.75 in the latest Q12, highest overall rating in Total Endoscopy IT.• Training includes CCNA, ITILv3 Foundation, ITIL Service Operation, and Windows 7 Enterprise Deployment.

Network Technician and Telecom Administrator (2009-2010): • Configure and enable ports on our Cisco Switches and Routers.• Program and troubleshoot VOIP phones for telecommuters.• Installed and configured our Aruba Wireless Network.• Created and Maintained 40+ virtual servers with VMware.• Moved 100+ mailboxes to Exchange 2007 and enabled them with Enterprise Vault.• Continued support in areas of responsibility for Telecom Administration below.

• Responsible for maintaining our Good Mobile Messaging and Blackberry Servers.• Managed our AT&T and Verizon phone bills with an annual cost of $360,000.• Responsible for ordering and troubleshooting 4 mobile phone operating systems for 1000+ end users.• Maintain and configure our PBX phone system and Octel voicemail system.• Employee of the Month for the Division, October of 2007.• IT Employee of the Month, April 2008.

Pleasanton, Ca

Management of all IT Service & Support activities across 9 Thoratec facilities in 3 different countries. Manage 9 employees in geographically dispersed offices in Zurich, Burlington MA, and Pleasanton, CA. Solely responsible to ensure the Thoratec customer base receives best in class IT support across the globe.Responsibilities• Leading & remotely managing IT Service & Support activities Globally• Responsible for the highest quality of service delivery across regulated manufacturing, distribution and sales organization.• Responsible for training Thoratec and Helpdesk • Responsible for implementing an Asset Management solution to allow for increased control over IT assets as well as better forecasting over budget requirements.• Developing standard operating procedures, leveraging best practices and implementing global service initiatives.• Solely responsible for patching all computer clients with the latest critical and security Microsoft updates using System Center Configuration Manager.• Operating IT Service Desk globally as a single point of contact (SPOC) to escalate all IT related incidents or requests• Coordinate and lead regular service reviews with IT team and business stakeholders• Developed partnership with outside vendor to take on all mobility support services to increase response time for any reported incidents or requests around this area.• Procure and provision all IT hardware• Implemented new service management systems to streamline incidents for quicker resolution.• Facilitate a continuous improvement program to ensure that support teams are always providing the best service possible• Create reports on agreed metrics and in line with available tools and services• Lead the deployment of over 200+ iPad's to the Thoratec field team.• Trained Service & Support personnel on ITIL best practices.