Luis Alberto Olayes (Oh-Lá-Yes) Email & Phone Number

Chicago, Il, Us

Direct, coach, and mentor the infrastructure and support service desk staff, setting goals that are evaluated on a quarterly cadence and during their annual performance evaluations.Ensure service desk operations meet key performance indicators (KPIs) for responsiveness, quality, and user satisfaction by leveraging ITIL guiding principles and practices. Lead a weekly team meeting to discuss current projects, challenges, and best practices in troubleshooting, customer service, and technology management. Act as the primary escalation point the service desk staff and infrastructure team.Provide hands-on technical support for high-priority tickets and when there is high volume ticket traffic.Take ownership of complex projects that require coordination of multiple IT resources to make sure deliverables and deadlines are met.Procure and record all IT equipment in the asset management software. Run audit reports to identify hardware that is approaching end-of-support ensuring accurate records for effective budgeting and resource allocation.Partner with cross-functional teams to successfully integrate new systems and applications, facilitating smoother workflows and greater efficiency across departments. Actively seek feedback from stakeholders to adjust services and ensure alignment with evolving organizational needs.Maintain productive relationships with current and potential vendors by emphasizing value co-creation.Responsible for communicating with all staff and the leadership team regarding service impacts, disruptions, or scheduled maintenance windows, ensuring timely and clear updates to minimize operational disruptions.Document and present new applications/ technology to agency departments making sure communication and directions are clear and easy to understand.Welcome all new staff members during the new employee orientation. I am responsible for presenting the organization’s technology to onboarding staff.

Manage IT Support operations including the supervision and development of Support Technicians.Provide technical and customer service support for escalated tickets by Support Technicians.Participate in short and long term technical projects.Coordinate simultaneous tasks assigned to the Service Desk to make sure deadlines and expectations are met. Assist with the design and maintenance of IT operational procedures and policies. Meet with agency management and staff to enhance communication and improve customer service.

Maintain the network infrastructure including local network connectivity, Internet access, Exchange services, Active Directory, and Microsoft Hyper V servers. Develop, implement, and publish policies and procedures for peripheral hardware, workstations, specialized software, and Active Directory Domain Services. Configure Windows Deployment server and create assorted deployment images.Coordinate with other departments when applications or servers will be offline due to equipment upgrades or troubleshooting. Synchronize with IT subdivisions to work together for a resolution to a problem or collaboration towards an active project. Provide support to the UCAN Service Desk Technicians and guide them through troubleshooting tickets when needed. Resolve escalated UCAN Support tickets in a timely manner. Sustain current knowledge of industry trends and potential impact on business efficiency.

Provide first contact technical support for UCAN users connecting internally or remotely to the UCAN network.Examine computer problems starting with level one of the OSI model , physical troubleshooting , to level seven, application troubleshooting.Gather needed documentation to escalate computer and network issues if needed. Create new employees in Active Directory and Exchange.

Analyze unbalanced bank teller transactions.Coordinate with other departments to ensure transaction is balanced.