Lyell A. Email & Phone Number

Oakland, Ca

Provide leadership and direction of the Computer Operations staff (Service Desk and Desktop Field Services); Identifies, develops, tests and recommends technical solutions to the CIO for possible adoption; Consults with District departments and end-users; and ensures all IT customers have the necessary client facing tools to accomplish their work - efficiently with maximum productivity. Collaborate with all Information Services Teams (Network Infrastructure, Cybersecurity, Software Development, Project Management) to provide world class IT Support to the 3rd largest transportation agency in California.• Based on ITIL fundamentals, developed IT service management metrics and Key Performance Indicators (KPIs) to measure and monitor IT Services. Evaluated data, set requirements, and procured the best fit IT service management solution. Utilizing the new ITSM solution, improved customer service quality and efficiency of the District Service Desk and Endpoint Support Teams. • Spearheaded IT District Communication standardization and collaboration methods. Proofread and edited all IT District electronic communication distributions. Utilizing emotion intelligence and communicating both verbally and in writing, distributed information and data to the District using various technologies and methods including email, posters, presentations, and face to face collaboration. • Implemented the District’s first IT Support Artificial Intelligence (A.I.) System that improved IT support efficiency and availability. Using generative AI technology, the A.I. virtual attendant, was able to automate common IT requests for information and fulfill with Tier 0 request resolution without interaction with any IT Staff. Additionally, if A.I. was not able to resolve an issue or fulfil a request, a ticket was generated for IT Support staff to address when available. This resulted in a 15% reduction in service tickets the first year of implementation.

San Francisco, Ca

Lead all aspects of day-to-day IT operations including Service Desk, Desktop Support, Web and Server/Network Infrastructure for CAPS and PAETC Divisions. Provide technology planning for all users across multiple sites. Recruit, train, evaluate, and provide technical and career guidance to technical staff. Oversee and manage budget and collaborate with Division Co-Director to assess the financial and the technical feasibility of proposed system upgrades/changes. Design, implement, and manage server Infrastructure. Write up technical documentation for all Infrastructure and Security Procedures/Best practices. Collaborate with IT personnel in other UCSF departments and Central IT to discuss best practices, policies, and technical assistance. Perform routine security audits to ensure department HIPAA compliance.• Consolidated data center from 30 physical servers to 4 physical hosts using virtual technology and centralized storage, resulting in a streamlined backup process utilizing real time cloud solutions and thousands of dollars in realized ROI• Improved customer satisfaction by developing key service metrics, implementing best practices for staff and service level agreements (SLAs), resulting in an improvement in service and customer satisfaction scores of 95%+• Prepared and contributed to current IT infrastructure transition to central university IT support model. Developed and instituted processes and solutions in collaboration with central IT to enable transparent conversion in accordance to university mission and efforts towards operational excellence

San Francisco Bay Area

Provided IT/IS consulting services to multiple clients. Designed, implemented, and managed Windows 2000 and Windows 2003 Active Directory. Migrated network environments to latest Active Directory and Exchange Infrastructure. Implement and maintained Blackberry Enterprise Server, Goodlink Servers and Handheld devices. Installed, configured and maintained Windows DNS Servers. Installed, configured and deployed Citrix Presentation Server on Windows Server Platforms. Constructed and implemented an IT equipment standard for Servers, PCs, Laptops and Workstations. Managed procurement for all IT equipment used for and within client network. Implemented backup solutions for multiple sites.• Successfully utilized newly created solutions in the data recovery and restoration of a mission critical Microsoft Exchange production environment that resulted from a failed migration. Solution process was subsequently replicated to other clients as a method standard, and company earned a Customer Excellence Award from Microsoft• Provided interim leadership, including day-to-day management of IT operations and strategic planning, for various clients in preparation for growth and venture capitalist funding

San Francisco Bay Area

Assisted in the Deployment/Migration of a Windows Active Directory Domain Onsite Network Support at Microsoft Corporation Norcal District office implementing and administering a Windows Active Directory prior to release to manufacture (RTM).Installation, configuration, and support of all Servers, Desktops, and Laptops running Windows.Administer Server shares, Group shares and permissions.Installation, configuration and support of MS desktop and Third Party Site Licensed applications.Hardware Support for all Compaq, Toshiba, HP, Dell, and Tektronix office equipment.

San Francisco, Ca

San Francisco Bay Area

Field Service Support on Various shipping equipment including PCs, monitors and printers.Software Installation (NT 4.0, NT 3.51, UNIX, Win95, MS Office, and Custom Client Software).

Associate’S Degree, Networking Technology

Associate’S Degree, Electronics Technology

Information Technology

High School