Justin Graves Email & Phone Number

Yulee, Fl, Us

Aliso Viejo, California, Us

Aliso Viejo, California, Us

Oversee the client-facing technical support department and internal IT needs, including developing processes, procedures, and best practices to ensure effective technical workflows and that the needs of staff and customer are met. Recruit, train, and manage a team of bilingual technical professionals to support customer needs both in the U.S. and Mexico. Collaborates and communicates cross-functionally to build constructive and effective relationships with all areas of the organization. Key Accomplishments:• Turned around a floundering Support department by driving new team values, increasing support competency, and implementing documentation.• Redesigned the packaging and product shipping process to maximize speed, reducing labor hours from 16 hours to 4 and opening the option up for same-day shipping.

Eagle, Idaho, Us

Promoted by the parent company to hire, train, and lead a team of up to 10 distributed technical staff members in the daily operations of the IT department. Supported the technical needs of 2500 employees in 50 separate localities, managing software and system improvements, specialty projects, policy & best practice implementation, installing, troubleshooting & maintaining peripherals and software, system audits, mobile activities, and customer service. Strategized and executed the expansion of the business, including delivering multiple software and infrastructure deployments and upgrades to support the growing organization. Key Accomplishments:• Led over 50 business acquisitions across 10 states, managing all facets ranging from on-site visits and conducting due diligence to planning project execution and training employees, resulting in a 100% success rate. • Re-configured 2000+ mobile wireless accounts based on data usage, creating a $36K monthly savings for the organization. • Led a special project to implement Enterprise Mobility Management for all mobile devices, which increase HIPAA compliance and security. • Transitioned the organizations’ virtual technology from Citrix Xen App to Citrix Xen Desktop, saving the company money, improving employee productivity and improving overall efficiency.

Us

Promoted from a Help Desk Analyst (2009 - 2012) to join a team that supported over 28K end-users in 13 states and 250 locations. Staff and resident’s technology needs included workstation support, telephone system configuration, kiosk mounting and deployment, and mesh Wi-Fi. Led multiple acquisition projects, ensuring a streamlined experience for all involved parties. Key Accomplishments: • Led a special project to convert the company from Blackberry phones to iPhones, including decommissioning the BES server to successfully reduce costs, improve employee satisfaction, and increase reliability. • Evaluated MS Exchange distribution groups, identifying duplicate, incorrect, or inactive groups, eliminating 25% which improved overall efficiency and productivity. • Researched and implemented a new ticketing solution, Zendesk, reducing median response time to under 1 hour and increase customer service scores (CSAT) to over 97%. • Saved the company over $100K annually in phone and internet expenses by launching an internal audit which reviewed not only use but also approval processes.

Irvine, Ca, Us

• Established and administered guidelines and goals for the Help Desk department.• Managed contractors and consultants.• Assured the resolution of help desk tickets in a timely manner.• Documented I.T. procedures to improve speed and consistency.• Hired, coached, and (unfortunately) terminated Help Desk employees.• Oversaw the company-wide database: FellowshipOne.• Managed the 3Com VoIP phone system for 200 employees.• Managed technology for 4 remote offices and 6 buildings on campus.• Supported 300 Windows desktop and laptop computers as well as 14 networked printers and copiers.• Implemented Microsoft SharePoint sites.• Troubleshot wired and wireless networks, including fiber connections.• Installed touchscreen check-in stations.• Maintained 4 POS (point of sale) retail cash register machines.• Purchased supplies and code incoming invoices.

• Troubleshot computers. Performed data backups and malware remediations.• Consulted on security systems and monitoring.• Cabled CAT5 networks in commercial and industrial settings.• Scoped and configured wired and wireless networks.Company Website: http://www.ncssystems.net

Associates, Computer Science

Nutrition And Spanish

Spanish