As the Associate Director of Information Technology, I am responsible for overseeing all technological operations, system administration, network infrastructure, security, and operational business goals. I address all technical issues while creating operational procedures that enhance corporate productivity and improve the efficacy of the company and its vision as a whole. I am responsible for supporting staff at multiple locations in two states.

In this role, I oversee and coordinate end-to-end operations virtually, including developing a technical roadmap to meet the client’s business goals and company needs. I manage and deliver assigned projects and initiatives within strict timely and budgetary constraints. I also cultivate and nurture business relationships with clients while ensuring engagement and satisfaction. I conduct quarterly strategic IT reviews with clients for infrastructure, business goals, budgets, and future projects. I also define project scope and timelines in collaboration with the project manager as well as senior engineer, leadership, and customer to ensure timely completion. I build relationships with customer's operational and technology staff to complete requests, projects, and upgrades successfully. I also provide recommendations and best practices for business, software, hardware, and new emerging technology.- Served as a primary IT leader for over 30 plus companies while managing client expectations and over $200K in MRR.- Fulfilled client’s needs and requests by providing improvement recommendations and cost-effective solutions

I monitored and managed day-to-day operations of the service desk while leading a high-performing team of technicians to support 27 companies. I handled incidents, requests, IMAC, and changes from creation to resolution. I also formulated a ticketing procedure that enabled technicians to update correct information in line with set standards. I also managed internal and external problem escalations related to projects or tickets for technicians and customers. I led the assignment of tickets based on criticality, time sensitivity, and skill set to ensure timely resolution. I also addressed and resolved customer issues and projects through adequate management of schedules, availability, and proper resources. ➥ Devised a technician refresher course to align teams with new procedures and processes.- Collaborated with IT support teams to isolate reoccurring problems and trends to reduce duplicate tickets and ensure preparedness for resolving customer issues.- Liaised and interacted with multiple teams across the company to address changes, tickets, and issues on time.- Managed day to day operations of Service Desk (7 Techs) & Onsite Technicians (7 Techs) in support of 27 companies that we provide service to.- Maintain oversight and ownership of incidents, requests, IMAC and changes from creation to solution.- Developed ticketing procedure to ensure technicians are entering correct information that meet company standards.- Responsible for internal and external problem escalations for technicians and customer related projects or tickets.

I monitored and managed day-to-day operations of the service desk while leading a high-performing team of technicians to support 27 companies. I handled incidents, requests, IMAC, and changes from creation to resolution. I also formulated a ticketing procedure that enabled technicians to update correct information in line with set standards. I also managed internal and external problem escalations related to projects or tickets for technicians and customers. I led the assignment of tickets based on criticality, time sensitivity, and skill set to ensure timely resolution. I also addressed and resolved customer issues and projects through adequate management of schedules, availability, and proper resources. ➥ Devised a technician refresher course to align teams with new procedures and processes.- Collaborated with IT support teams to isolate reoccurring problems and trends to reduce duplicate tickets and ensure preparedness for resolving customer issues.- Liaised and interacted with multiple teams across the company to address changes, tickets, and issues on time.

I provided strategic direction and oversight for end-to-end IT operations, including IT department’s operational and strategic planning, business requirements, IT initiatives, project planning, and resource allocation. I managed $1.5M in MSP, along with the development of short and long-term strategic IT objectives with high availability, up-to-date technology, and scalability. I also led a team of five systems engineers and two help desk technicians (overseas) to support more than 30 small, medium, and large-size businesses across Southern CA. I also defined company’s vision, mission, and procedures following company vision and goals. I ensured 99.9% availability on critical systems by devising maintenance schedules for infrastructure patching. I also supported clients by delivering essential infrastructure and end-user services, including network, desktop, voice, and collaboration technologies in a service delivery model. - Improved staff morale and productivity by building a quarterly review system and weekly one-on-one staff.- Realized the information technology infrastructure library (ITIL) framework to enhance the overall IT structure.- Increased monthly revenue and cash flow by $1,500 monthly by migrating O365 to MSP/CSP office- Streamlined the imaging process that reduced time from four days to 30 minutes, saving costs of $3K per month.- Enabled the customers to save $10K to $20K annually by transitioning to cloud-based VOIP and virtualized servers.- Significantly enhanced ticket closer from 10% to 30% by implementing standard operating procedures (SOPs).- Revamped the ticketing system “ConnectWise” to include ITIL framework while efficiently creating and closing tickets 10 seconds faster through email, phone, or walk-in interactions.- Attained a 30% reduction in overall ticket submission by transforming the entire service delivery by identifying customer needs and pain points.

In this position, I facilitated more than 500 staff and 300 plus desktops/laptops across 16 locations nationwide by coordinating three technicians. I ensured smooth running of all functions and operations by delivering technical support for devices, such as laptops, desktops, tablets, cellphones, and desk phones, including applications on user devices and other related technologies. I reduced labor-intensive incidents by analyzing ticket trends as well as defining service level agreements and key performance indicators. I also led the implementation of ITIL framework for the company to enforce effective policies and standards. I analyzed help desk activities, documented resolutions, and identified areas of concern to deliver appropriate solutions and enhance quality of service.- Enhanced service delivery by 15% by streamlining incoming tickets and ensuring customer satisfaction.- Resolved issues promptly and improved customer satisfaction from 70.7 to 90% within four months by establishing ticket handling and escalation procedures.- Led windows 10 upgrade and implementation of a new remedy ticketing system collective value of $3.5M for the enterprise.- Improved ticket response time by 36% using email communication (within the ticket) to resolve issues faster.- Significantly enhanced ticket closer from 10% to 30% by implementing standard operating procedures (SOPs).

Here I liaised and interacted with research and development teams, product managers, and executives to drive technical improvement in products and campaigns. I administered technical process for return goods, credits, repairs, and authorizations. I also performed a wide range of tasks, such as tracking and monitoring breaks, fixing cases, providing technical solutions to customers and in-house staff, and creating an in-house laboratory with 10 analyzers. I collaborated with field IT specialists to properly manage solutions using technical knowledge to solve complex issues.- Maintained ABL 80, 90, and 800 analyzers for both nationwide and international customers.- Built the capacity of IT specialists by providing training to support network access and connect to LIS/HIS systems.- Leveraged technical expertise in specific areas, including MS SQL database, network communication standards, remote support, operations, and medical technology

Here I liaised and interacted with research and development teams, product managers, and executives to drive technical improvement in products and campaigns. I administered technical process for return goods, credits, repairs, and authorizations. I also performed a wide range of tasks, such as tracking and monitoring breaks, fixing cases, providing technical solutions to customers and in-house staff, and creating an in-house laboratory with 10 analyzers. I collaborated with field IT specialists to properly manage solutions using technical knowledge to solve complex issues.- Maintained ABL 80, 90, and 800 analyzers for both nationwide and international customers.- Built the capacity of IT specialists by providing training to support network access and connect to LIS/HIS systems.- Leveraged technical expertise in specific areas, including MS SQL database, network communication standards, remote support, operations, and medical technology

- Expert leadership to 40 technicians in California and Texas call centers with an incoming call rate of more than 1,400 calls each month- Supervision of six security team analysts, providing access to 30,000 staff for the St. Joseph Health System- Direction to service desk training team for creation, updated, and delivery of material to staff and enterprise teams- Facilitation of training to staff to improve skills and performance- Development of the KSC system for service desk staff, technicians, and customers- Establishment of processes to capture, author, update, refine, and publish information in a structured database for technicians and customer use- Coordination with managers, trainers, and supervisors for the development of enterprise-wide operational efficiencies- Headed daily service desk operations and performance while enforcing ITIL practices- Oversight of the automatic call distribution (ACD) system for Avaya and Cisco call center- Design of training curriculum, policy, and technical document to improve staff and customer experience- Accomplishment of multiple projects for both service desk and enterprise systems and applications- Handling of an enterprise-wide on-call schedule for high-priority patient care issues, as well as of incidents and request in Computer Associates and Cherwell ticketing systems - Participation in multi-million dollar project to upgrade the telephone system to Voice over Internet Protocol (VoIP)- Led the million-dollar conversion from computer associates ticketing system to Cherwell- Decrease of answer time to 30 seconds from more than 1 minute and improvement of first call solution from 40% to 75%- Reduction of call duration time from 10 minutes to 6 minutes and increased customer satisfaction by 30%- Successful realignment of the service desk with company goals by re-structuring the department into teams with leads and supervisor

-Supporting users through installation, configuration, maintenance and repair of network systems, workstations and other computer hardware. -Responsible for the resolution of problems and the implementation of new services for network systems and technologies. -Troubleshoot network, Active Directory, Citrix, Trend-Micro, MS Office Suite 2003, printers, MS Exchange and various other software applications.-Supported/Resolved software issues with clinical applications such as Meditech, Touch-works, and IDX.

-Provide solution based technical assistance to 25, 0000 users in a hospital environment with various software and hardware issues as well as administrating accounts and resolving basic networking issues by phone or remote.-Assist with resetting passwords for various applications such as Active Directory, Citrix, Novell, and Meditech.-Trained new incoming staff on Help Desk procedures, software, hardware, and customer service situations.