Judy Benson Email & Phone Number

Livermore, Ca, Us

Livermore, California, United States

Livermore, California, United States

Livermore, California, United States

Livingston, Ca

Reports directly to Director, Infrastructure and Security. Manages 12 direct reports. Plan, organize, manage, monitor, improve and control all activities associated with the Foster Farms 24X7 Help Desk, customer computing platforms, Foster Farms remote site computing services and audio/visual systems support. Successfully meet IT customer requirements through the effective planning and managing of all customer computing platforms and technology, response to and resolution of issues related to business systems and customer computing technology utilized across all Foster Farms’ sites. Provide timely, accurate issue resolutions and/or support for all IT customers through the Help Desk, remote IT engineers and 3rd party resources.

Modesto, California Area / Central Valley

Torrance, Ca

I am responsible for overseeing first and second level technology support teams for all technology provisioned by the IT division. This includes the call center (Service Desk) and a team of technical staff working multiple shifts seven days a week. I am also responsible for software and hardware asset management; provisioning of technology and coordinating with other technical and application teams for troubleshooting and repair. I serve as the face of IT and I own the customer experience. I am the focal point for communications including but not limited to incident management, scheduled or unscheduled downtimes, maintenance notifications, upgrades, service interruptions and status of service requests.* Ground Up project planning, departmental needs assessment, budget preparation and analysis. Lead staff to complete purchases, installation, and configuration of all IT devices for new 390,000 sq ft, 256 private rooms, 18 surgical and interventional radiology rooms in the new Lundquist Tower (15,000+ pieces of equipment cost $5.2+ million.) * Devised KPIs to monitor professional services, service desk activities and monitor quality; OKRs to understand company, team, and personal goals.* Achieved $465K in equipment cost savings through vendor negotiations in first year, and cancel unnecessary contracts.* Created a team that collaborated with system, network engineers, and application staff to provide quicker more efficient problem resolution.* Increased service desk first call resolution annually 68.66% 20,457 tickets (2012 previous mgr), (2013) 81.28% 32,922 tickets, (2014) 90.95% 47,289 tickets, (2015) 91.38% 71,061 ticket.* Decreased time to resolution and improved customer satisfaction surveys (very satisfied) 73% (2012 previous mgr), 90%(2013), 93% (2014), 95%(2015) with consistency of on-time project delivery, and efficiency of ticket resolution achieved by implementing staff training, mentoring, and establishing policies and procedures.

Livermore, Ca

Previously BMG Seltec. Managed help desk operations supporting 600+ customers located in USA and Canada. Mentored and supervised staff of 9. Oversaw all aspects of professional services. Planned and controlled budgets valued up to $3.8 million. Determined software pricing, oversaw testing, and managed software releases. Created marketing materials and proposals for sales and service. Initiated program to upgrade all customer software to current version and elevate revenue.* Devised KPIs to monitor professional services, help desk activities, SLAs, and projects, resulting in closer control of expenses and quality.* Achieved 45% net increase in annual revenue.* Created new concepts and collaborated with engineering to design new software modules and developed marketing material to generate additional sales.* Increased product reliability by working directly with engineering on QA/QC on new releases.* Decreased credit memos and improved customer satisfaction, consistency of on-time project delivery, and efficiency of software releases by establishing policies and procedures.

Livermore, Ca

Managed helpdesk call center, training programs, and professional services. Prepared department budgets valued up to $5.2 million. Managed team of 8 that supported 600+ customer locations located in USA and Canada. Planned and led all phases of major implementations.* Decreased help desk response times and increased customer satisfaction by implementing Agile software process through customer involvement and enhancement/issue ranking.* Created comprehensive training materials and curriculum for customers, enhancing customers’ experience with software and hardware products and increasing company revenue.* Increased efficiency and quality of implementations, as well as overall profitability by establishing standard policies and procedures for staff and customers.

Modesto, Ca

Managed IT operations for entire company, including helpdesk, desktop support, networking, server administration, database administration, Web development, application development, system implementations, telecom services, and regulatory compliance. Planned and controlled $1 million budget and staff of 3.* Reduced annual expenses by $100,000 through deployment of managed remote access and in-house staff with zero outsourcing.* Migrated 24 databases and 1,000+ applications from Unisys medium frame to SCO UNIX within 3 weeks and without incident.* Managed portfolio of 50+ applications, as well as 3,600+ custom in-house applications.* Architected and implemented Cisco infrastructure converting from 3Com infrastructure in 17 locations in 3 states within 48 hours.* Conducted IT-related due diligence on manufacturing entities under consideration for acquisition.