Joseph Arzate Sr. Email & Phone Number

Belcamp, Maryland, United States

• Ensure the proper execution of business strategies and company initiatives, including all milestones, measurements, and deliverables, while ensuring compliance with the company direction and vision.• Liaise with executive management to make decisions for operational activities and set strategic goals.• Proactively review and analyze company polices/procedures for best practices in the industry.• Lead strategic and operational initiatives across departments.• Continuously research, evaluate and incorporate management tools and techniques to set clear expectations, and to track and measure performance.• Define and measure IT service performance against SLAs, using measurable KPIs.• Develop and maintain strong company culture to minimize employee attrition.• Develop and maintain technical relationship with sales and administration staff to best serve our client base. • Develop and maintain best in class service from help desk and field support teams.• Recruit, interview, and foster development for highly talented staff.• Maintain technical job descriptions and technical organizational structure.

Baltimore, Maryland

• Manage the day to day operations of the Technical Engineering Center.• Complete Reviews, Mentoring, Coaching, and Training for a team of 21 direct reports.• Ensure processes are aligned toward achieving committed SLAs.• Monitor incident trends and identify opportunities to improve service levels and performance.• Perform high level tracking of incidents to ensure problems are being worked on and/or resolved by staff or other responsible party.• Perform a follow up on incidents with customers as needed to ensure customer satisfaction.• Ensure staff members acquire specific skills and knowledge to allow them to better perform their job.• Oversee, interview and hire high caliber individuals to join the team.• Minimize attrition by effectively communicating with client and checking on staff performance.• Actively participate in new executions and account ramp up’s to ensure successful integration of clients.• Create annual performance goals for each direct report.

Baltimore, Maryland

•Serve as a technical escalation point of contact for a team of Service Desk Engineers.•Perform advanced Firewall, Windows Server, and Exchange Server configuration and troubleshooting.•Assist the Global Service Desk Management team with communicating with Service Desk Engineers to ensure that assigned tickets are addressed and resolved as quickly as possible and the assigned team of Service Desk Engineers is operating at maximum productivity.•Ensure that team members are following up on all issues in a timely manner and over-head hours.

Baltimore, Md

●Remotely assess, and resolve tickets relating to Windows Server, Office 365, Microsoft Azure, Exchange, Windows, OSX, Sonicwall, VMWare and others.●Providing technical support to Dataprise clients over the phone.●Escalation point and resource for Tier 1 support team.

Baltimore, Maryland

●Remotely assess, and resolve tickets relating to Windows Server, Office 365, Microsoft Azure, Exchange, Windows, OSX, Sonicwall, VMWare and others. ●Provided technical support to Dataprise clients over the phone.

Rosedale, Md

● Performed hardware repairs on robotic prescription dispensing systems at pharmacies such as the Pentagon, Baltimore VA Medical Center, Perry Point VA Medical Center, CVS locations, etc.●Performed on-site scheduled maintenance on servers and workstations as contracted with clients.●Provided consulting services for existing issues or future improvements.

Abingdon, Md

● Traveled via company vehicle to client’s workplace to resolve technical issues on site.●Provided technical support remotely when needed.●Resolved issues due to networking, hardware, software, client knowledge.● Provided consulting services for existing issues or future improvements.

Baltimore, Md

● Repaired client computers and other technology through Geek Squad’s online support channel.● Consistently performed in top of company rankings.●Created contacts at neighboring stores to ensure in home services were sold with correct SKUs and scope of work.●Consistently coached and trained team members on best practices and solutions for clients and businesses.● Completed performance and development employee reviews.● Interviewed new hires and prepared them for work.

Bel Air, Md

● Training new hires and coaching existing employees to promotion.● Opening/Closing duties including cash count and arming building.● Inventory and creating truck orders.