Mark Lavalle Email & Phone Number

Central Arizona Region

 Manage operations of Campus, field and executive support team of 19 techs for Maricopa County and a Service Desk of eight techs. Directs and coordinates activities with supervisors of the Arizona North and South regions of the state, outside of Maricopa County  Drives and manages operational, tactical and strategic Leadership functions Create, publish and manage procedure and policy. Effectively communicates and disseminates information Manages Support of approximately 175 applications, a continuous stream of system upgrade, migration and hardware refresh projects to budget and schedule Ensures right fit staffing for more than 30 locations in Maricopa County serving a diverse customer base of more than 6000 Facilitates cross training of roles and responsibilities to ensure efficient coverage Incident Commander Manages escalations and customer relations.  Change Manager, Change Management Committee member and CAB member Raised customer satisfaction rating from 87 to 98% customer satisfaction in August of 2014. Maintained 98% or better customer satisfaction from August of 2014 to current. Hosts recurring and impromptu employee, team, and stakeholder meetings to perpetuate healthy dialog and a high level of communication for operational, tactical and strategic initiatives Manages the ADOT Emergency Operations Center and Support Responsible for creating and managing rapid resolution Executive Staff processes and procedures in collaboration with all support tiers Manage trends and report on Key Performance Indicators to stakeholders Build and foster high performance teams with proven successful hiring of employees and consultants and effective vendor management Initiates and fosters a culture of continuous improvement and achievement  Manages team and individual performance providing training and career advancement opportunities, recognition, guidance and corrective action. Annual budget projection, management and reconciliation

Mesa! Az

National

Manage day-to-day operations of Support Services team (22) over ten U.S. locations (8000 + customers)  Incident management, problem management, Change Management, Vendor Relations Development, implementation and management of policy and process in support of all support services operational, tactical and strategic functions – Incident and problem management, Hardware lifecycle, compatibility assurance, procurement, training, desktop architecture, customer service, work flows, on-boarding, separation, KPI’s, CTI’s, OLA’s, SLA’s, performance management, New technology, International support, compliance, quality assurance Metrics analysis and reporting - volume, CTI’s, staffing, reporting, strategic initiatives and proposals, budget management Executive Support - Direct support, IT Weekend Impact, Chief Officer environment tracking and management, travel support, home office setup and support, International support User Support and systems administration – PC and MAC EUC support, Virtual desktop, Mobile device support, Android, iOS and Blackberry, Administration of Active Directory, LANDesk, Autonomy, Sharepoint, Exchange, Citrix, BES, Kaspersky AV, VMWare Create job descriptions, interview, hire, shift coverage, time and payroll management, expense management (Concur), team building, mentoring, goal setting, performance management, personnel evaluation, ranking, awards and recognition, career development, promotions, corrective action, separation Initiatives & committees - Desktop Architecture, Continuous Improvement, budget review, marketing, strategic planning, large moves and roll outs, International on-boarding, Video Conferencing support management, large meeting planning and support, Laptop Spa

Managed an external helpdeskManaged 4 technical account managers, 4 field engineers, 3 desktop technicians, 2 remote support technicians,1 billing specialist and a supporting cast of consultants to meet the varying needs of 30 accountsIncident management, Draft & propose best practice environment implementations & enhancements, project managementSystems support and administration, alert monitoring, process implementationAccount management, quality assurance, metrics & reporting

Server hardware & software system implementation, support & administration, Desktop support, process implementation, Project ManagementServers - Sophos Antivirus 8, PureMessage, ISA Server 2006, Win Server 2008 64bit, 2003, 2000, NT4, Centos 5 – Active Directory, GPO’s, DNS, Exchange 2007, GFI Mail Archiver, Blackberry Enterprise, Cisco Call Manager, Ghost Solution Suite 8.0, Compaq Proliant DL380 GL & DL385 G4 server hardware & firmware upgrades, HP SmartStart - RAID 1Standardization of client images, sysprep, PEboot, USBboot, Office 2007 packagingIntranet site maintenance - Javascript and HTMLRedline Microwave maintenance & administration

Manage day to day operations of team of 9 support analysts over 4 locations (2300 users). Write job descriptions, interview and hire, staffing & time management, performance management, team building, evaluations, corrective action, ranking & separation Process development & implementation – ITIL ITSM Implementation, incident & service request workflow & SLA, escalation & OLA, customer service, on-call support, builds, asset management, hardware lifecycle & deployment, procurement, training, SOX & VISA CISP Compliance, desktop architecture, CTI’s & problem management, Incident management, problem management, change managementExecutive support, EU training, production label printing equipment supportSystems admin – NDS, GroupWise, AD, Exchange, Norton AV, SMS, ISP, VPN, unattended buildExchange 2003 server migration, Hardware and image Standardization, audit reconciliation, budget review, inventory & asset management, warehouse re-tooling, movesMost Valuable Partner Award – 4th Quarter 2004

Server & network systems implementation & support. Project management. End user support (350 users). Install and support Redline bridges, 3Com term servers, HP & Cisco switches & routersMS Mail to Exchange 2000 migration & administration Outlook Curriculum and user trainingNetwork infrastructure design, procurement, installation & support for new warehouse & 5 satellite buildingsDraft specs & requirements & conducted competitive bidding for data/voice cable distribution, RF system, microwave & power installation contracts, and manage the installations. Spec, Procure & manage the installation of all hardware - fiber, copper, wire management systems, IDF, microwave systems, RF systems, routers, switchesManage the installation of an RF system covering one million sq. ft.Manage the installation of three 100Mbps full duplex microwave links.Employee of the Month – January 2001

Bachelor Of Science, Business Administration, Classical Management, Computer Information Systems

Hs Diploma

Vocational - Graduate, Computer / Network Technology

Certified, Service Excellence

Certified

Certified

Certified