Gary Keith

Gary Keith Email and Phone Number

Client Support Services Manager @ University of California, Office of the President
Santa Rosa, CA, US
Gary Keith's Location
Santa Rosa, California, United States, United States
Gary Keith's Contact Details
About Gary Keith

Information Technology support and services manager highly experienced in the design, implementation, and management of global service and helpdesk teams. Highly skilled in team operational efficiency and cost savings, he guides teams to exceed performance expectations through accurate, consistent, and quick delivery of service. With emphasis on teamwork and professionalism, his teams cultivate customer and inter-team cooperation and respect.Specialties: Helpdesk / Call Center Management, Operational Readiness, ITIL V3 Fundamentals Certification, ITIL Incident, Problem & Knowledge Process Creation and Management, Training, SOX Compliance & Audit Preparedness, Technical Writing, Project Management, Proposal Development

Gary Keith's Current Company Details
University of California, Office of the President

University Of California, Office Of The President

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Client Support Services Manager
Santa Rosa, CA, US
Gary Keith Work Experience Details
  • University Of California, Office Of The President
    Client Support Services Manager
    University Of California, Office Of The President
    Santa Rosa, Ca, Us
    View
  • University Of California, Office Of The President
    Client Support Services Manager
    University Of California, Office Of The President May 2012 - Present
    Oakland, California
    View
  • Autodesk, Inc.
    Itil Process Manager
    Autodesk, Inc. Mar 2010 - Oct 2011
    San Rafael, California
    This Sr IT Support Manager created and maintained ITIL V3 Incident, Problem and Knowledge Management policies and procedures for Autodesk IT. He evaluated and recommended a new IT service management tool, and the tool’s design configuration and customization to maximize and simplify support integration. He actively oversaw the problem management program stressing incident correlation and problem definition as well as effective root cause analysis.
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  • Autodesk
    It Service Desk Manager
    Autodesk Aug 2004 - Mar 2010
    San Rafael, California
    In this position, he was directly responsible for the America’s IT Helpdesk and America’s Western field support team. He established staffing requirements and workload scheduling to minimize response and resolution times. He defined, measured, and reported team performance metrics and accordingly coached teammates for continuous performance improvement. He designed, developed, and delivered team training.This manager also oversaw SOX compliance and audit preparation for the Customer Services department and successfully eliminated errors exceeding audit requirements.
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  • Hewlett-Packard
    Customized Helpdesk Manager And Operations Manager
    Hewlett-Packard May 1995 - Oct 2003
    Colorado Springs, Colorado
    This position was responsible for the overall operation and performance of individual customized IT helpdesks with staffs as large as 229 support analysts, including support design, transition, training, reporting, and service level compliance. Driving contract compliance and continuous performance improvements, he successfully managed customer expectations and satisfaction resulting in expansion of contract value and multiple contract renewals. Having certified in IT Service Management, he incorporated ITIL best practices, whenever practical, providing a strong foundation for increased support integration.With a focus on employee satisfaction, he slashed attrition rates through creative recognition and incentive projects and by championing shifts in staffing strategy.
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Gary Keith Skills

Helpdesk Management Service Desk Management Incident Management Metrics Definition And Reporting Itil Process Development Support Team Development Employee Management Help Desk Support Data Center Itil Project Management Troubleshooting Leadership It Service Management Outsourcing Team Building Software Documentation Integration Service Management Management Service Delivery It Strategy Call Center Program Management It Operations Service Desk It Outsourcing Vmware Knowledge Management Problem Management Disaster Recovery Microsoft Exchange Problem Solving Active Directory Technical Support It Management Customer Satisfaction

Gary Keith Education Details

Frequently Asked Questions about Gary Keith

What company does Gary Keith work for?

Gary Keith works for University Of California, Office Of The President

What is Gary Keith's role at the current company?

Gary Keith's current role is Client Support Services Manager.

What is Gary Keith's email address?

Gary Keith's email address is ga****@****cop.edu

What is Gary Keith's direct phone number?

Gary Keith's direct phone number is +151028*****

What schools did Gary Keith attend?

Gary Keith attended University Of Phoenix.

What skills is Gary Keith known for?

Gary Keith has skills like Helpdesk Management, Service Desk Management, Incident Management, Metrics Definition And Reporting, Itil Process Development, Support Team Development, Employee Management, Help Desk Support, Data Center, Itil, Project Management, Troubleshooting.

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