Luis Ribeiro Email and Phone Number
Luis Ribeiro work email
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Luis Ribeiro personal email
Luis Ribeiro phone numbers
Hi, my name is Luis!As a highly technical, analytical and results-driven IT leader, I have a proven track record of managing numerous technical projects and delivering exceptional technical support services. I have a reputation for utilizing a servant-leadership style in supervising top-caliber teams to drive key initiatives towards operational systems and process improvements. I am skilled in analyzing technical requirements, delivering high-quality projects under budget and on time, and developing innovative technical solutions and strategic IT plans to meet productivity goals and achieve organizational objectives. My ability to build strong relationships and work collaboratively with individuals from diverse cultures and organizational backgrounds allows me to thrive in fast-paced, deadline-driven environments. My core competencies include Continuous Process & Quality Improvement, IT Service Management, Customer Service, Vendor Relations, Industry Needs Awareness, Budget Allocation, Cost Analysis, Consulting, Problem-Solving, Decision Making, Excellent Communication Skills, Team Building, End-User Support, Risk Mitigation, Quality Assurance, Regulatory Compliance and Security Protocols, Staff Development.📫 I look forward to connecting with you here on LinkedIn or at ljribeiro117@gmail.com
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Information Technology Service Desk ManagerHealthplanone Apr 2024 - PresentTrumbull, Ct, Us
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Director, Its Support CenterYale University 2015 - 2023New Haven, Ct, UsSet strategic direction for day-to-day operational aspects of the ITS Support Center, which include the service desk, walk-in support centers, and student technology collaborative organizations with over 125K annual contacts. Spearhead top-caliber teams to render high-level technical assistance to faculty, staff, and students at the university. Serve as an integral member of the Cybersecurity Awareness Advisory Board, which fosters cybersecurity in the university community. Promote diversity, equity, and inclusion with staff to foster positive working relationships and encourage team unity toward fulfillment of institution’s set-forth objectives.• Attained university objectives by revamping, promoting, and executing IT support strategy.• Guaranteed customers’ utmost satisfaction by delivering a positive customer experience in accordance with world-class standards and creating measurement-driven culture for continuous improvement.• Expedited the process and promptly delivered all services by restructuring the ITS Support Center and realigning roles.• Drove all efforts to introduce a 24/7 service desk model by outsourcing nights and weekends to a third-party vendor. -
Manager, Its Faculty And Staff SupportYale University 2012 - 2015New Haven, Ct, UsSupervised daily activities of 19 technical experts that provided distributed technical support to faculty and staff at the Yale School of Medicine. Ensured service levels were met by building relationships between client departments and ITS. Fulfilled human resources functions: hired, trained, and developed staff to deliver technical support at outstanding levels. Established and nurtured long-term quality relationships with clients by preparing monthly reports and metrics to measure goal achievement and determine areas of improvement.• Improved response and resolution service levels 15% by seamlessly implementing new processes and procedures.• Accelerated the process for troubleshooting high and critical-priority tickets by forming top-caliber Incident Response Team.• Gained commendation for slashing ticket backlog by 50% shifting resources to where they would make the greatest impact.• Optimized team’s efficiency through the successful development of ServiceNow reports and dashboards.• Outperformed ITS and University target KPIs by identifying, analyzing, and developing innovative strategies in partnership with service owners.
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Manager, End User ComputingWipro Technologies 2010 - 2012Bangalore, Karnataka, InFunctional leader for three teams of end user support analysts that provided excellent desk-side IT support for over 2,000 end users. Responsible for maintaining high levels of customer satisfaction while exceeding service level agreements between Pitney Bowes and Wipro Technologies. • Managed and advised 13 technical support professionals who provided second and third level technical support to Pitney Bowes employees. • Designed, implemented and maintained infrastructure support policies and systems used to deliver superb customer satisfaction within the end-user computing space. • Managed cross functional project teams to complete various end user support projects, such as enterprise-wide software deployments, hardware refreshes and operating system upgrades.• Led a technical team responsible for development, deployment, maintenance and governance of the enterprise-wide desktop/laptop image.• Developed, generated, monitored and presented performance reports on service levels and customer satisfaction metrics to upper management and business leaders. • Collaborated with multiple Wipro support organizations to develop and implement strategies to increase efficiency, minimize risks and improve support processes. -
Project ManagerYale University 2008 - 2010New Haven, Ct, UsLeading an initiative to standardize the university’s end-user computing environment. Deploying a managed workstation program engineered to reduce computer support costs, improve computer availability, increase security and raise customer satisfaction levels.- Responsible for the successful deployment of Yale’s Managed Workstation program which includes hardware and software inventory, system imaging, hardware provisioning, application library, security patch management, power management, and OS/application virtualization.- Leading a cross functional team in a highly complex matrix environment to perform at the highest level of quality and efficiency while managing project scope, risks, budget, issues and milestones.- Standardize end-user computing hardware vendors and platforms increasing savings for subscribing departments across an extremely diverse environment.- Converted over 1,000 diverse computers to standard managed workstations.
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Project ManagerPitney Bowes Inc. 2002 - 2008Effectively managed and led infrastructure related projects, including software packaging, software distribution, hardware/software introduction, technology migrations, hardware refresh, disaster recovery and infrastructure upgrades.- Managed multiple concurrent projects across the infrastructure support organization. - Successfully completed a Six Sigma Green Belt project which reduced cycle time of helpdesk trouble tickets by 15%.- Created and executed well organized project plans on schedule and within budget. - Collaborated with PMO to develop and implement project management processes and procedures using project management methodologies to improve project success rates. - Mentored and developed project team members to consistently achieve project goals.- Recognized for excellent leadership abilities, technical expertise, and innovation while handling challenging projects and providing quality results.
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Technical LeadPitney Bowes Inc. 1998 - 2002
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Technical AnalystPitney Bowes Inc. 1994 - 1998
Luis Ribeiro Skills
Luis Ribeiro Education Details
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University Of ConnecticutEconomics And Portuguese
Frequently Asked Questions about Luis Ribeiro
What company does Luis Ribeiro work for?
Luis Ribeiro works for Healthplanone
What is Luis Ribeiro's role at the current company?
Luis Ribeiro's current role is Results-Driven IT Leader | Problem Solver | Inspiring Team Motivator.
What is Luis Ribeiro's email address?
Luis Ribeiro's email address is lu****@****ale.edu
What is Luis Ribeiro's direct phone number?
Luis Ribeiro's direct phone number is +186024*****
What schools did Luis Ribeiro attend?
Luis Ribeiro attended University Of Connecticut.
What are some of Luis Ribeiro's interests?
Luis Ribeiro has interest in Exercise, Sweepstakes, Home Improvement, Shooting, Reading, Gourmet Cooking, Sports, Watching Basketball, Home Decoration, Watching Sports.
What skills is Luis Ribeiro known for?
Luis Ribeiro has skills like It Service Management, Projects, Project Management, Process Improvement, Disaster Recovery, Vendor Management, Program Management, Six Sigma, Project Portfolio Management, Business Process, Help Desk Support, Infrastructure.
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