Mike Webber Email & Phone Number

Escondido, Ca, Us

San Diego, California, United States

San Diego, California, United States

Service Delivery Manager to manage the organizations outsourced Global Help Desk with a focus on incident, request, and problem management. The Service Delivery Manager, Help Desk is a go-to resource for questions, problems and escalations of customer issues and general operations for their team. Strive to create a delightful end user experience, creating a culture of quality and responsiveness. Manage the day-to-day operations of the Tier 1 Global Help Desk. Oversight of Help Desk performance, including but not limited to, SLAs, OLAs, KPIs, and operational improvement opportunities. Oversight of the Global Help Desk customer experience. Escalation for urgent and complex end user support issues. Develop, maintain, and improve incident/ticket processes. Oversee Knowledge Management to facilitatequick resolution of end user issues. Ensure appropriate documentation and remediation plans are produced for root cause analysis and problem management.

Greater San Diego Area

Carlsbad, Ca

Provide end user and executive technical support (on-site, phone, remote). Manage IT Helpdesk department including inventory control, software installs, hardware diagnostics and repairs (PC/Mac), upgrading hardware components and equipment to ensure optimal performance. Administer JIRA system and projects (permissions, workflows etc.). Deploy / Configure MDM software (JAMF, AEM, Meraki). User onboard and training. Train support staff in best practice and company procedures.

Call center assisting U.S. and international customers, answer support tickets, live chat, and email. Work with domain names and help customers get their websites up and running and working properly. Provide excellent customer service, fast passed workload. Work directly with Registries to renew and manage domain names. TC/IP, DNS, Excel, Outlook

Oceanside Unified School District

Troubleshoot and determine actions to maintain computer operations. Coordinate students, teachers and technical support personnel to maintain computer operations. Install computer hardware and software applications to provide instructional materials. Instruct instructional staff in various software applications and the use of computer technology. Maintain computer hardware and software applications. Prepare documentation (e.g., instructions, memos, etc.) to provide written support and/or to convey information. Provide feedback of student performance to instructional staff and students to assess the effectiveness of instruction. Recommend computer hardware and software application acquisitions to ensure the availability of instructional materials. Research software applications and hardware requirements and preview products in order to provide recommendations regarding potential applications and purchases. Inventory equipment and instructional materials and maintain accurate records for equipment control. Assist instructional staff in monitoring individuals and groups of students in computerized learning activities. Assist instructional staff in the implementation of instructional strategies which meet curriculum objectives for the development of computer knowledge and skills. Comply with applicable state, local and federal rules, regulations and laws, as well as District policies and procedures.

Network And System Administration/Administrator, A

This program prepares the student for employment in the field of Computer Networking. The focus is on developing skills in a combination.

Associate Of Science - As, Computer Systems Networking And Telecommunications