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.
• 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)

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.
• 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

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.

• 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.

• 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.
• 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.