Mark Ledesma Email & Phone Number

San Mateo, Ca, Us

San Mateo, California, United States

Redwood City, California

Manage the IT Support team and oversee technical/operational support of all IT services for users at Crystal Dynamics and Crystal Northwest. Including but not limited to day-to-day operations of the Support Team, Hiring and recruitment of additional staff, Hardware/software procurement, Fiscal budget planning, Expansions and relocations of current and future studios.

San Mateo

Handled day to day support of over 170 employees in 4 locations across the county as well as remote users.• Provide onsite and remote technical support to end users• Troubleshoot multiple computer platforms• Provide first level support for multiple enterprise applications including: e-mail, calendar scheduling, word processing, spreadsheets, presentations, Internet browsers, as well as specialized department-specific applications• Familiar with network configurations: LAN, WAN, wireless, VPN,• Provide support for mobile users who work at home, travel, or work from a remote office, using Remote Desktop like GoToAssist.• Remotely troubleshoot local and networked printers, including multi-functional copiers• Identify and resolve hardware and software application conflicts• Open and close service requests, as well as manage the classification, assignment, tracking, and completion of requests using Jira• Ensure that resolutions are consistent with company standards• Distributed applications remotely to client computer.• Helped troubleshoot and diagnose related hardware/software issues• Utilize Active Directory to view and assist with share permission requests and account issues.• Handled all new hire setups: email and domain account creations, shoretel and all equipment needs.

San Mateo

-Primary responsibility of transmissions for ACH Payroll and 401k files to different financial institutions.-Setup file specifications and transmittal protocols for New Hire reporting for clientele to different States.-Custom check setup and year end Tax forms designer using UnForm.

San Mateo

Excel in merchandising and generating profitable retail sales while managing daily store operations for industry leading toy store chain. Maintain optimal staffing levels to fulfill workflow needs and ensure superior levels of customer service. Train, schedule, and motivate a regular rotating sales and customer service staff of 30 (and a seasonal holiday workforce of 60 personnel) in best practices for surpassing sales and service goals. Interface with customers; liaise with vendors during store visits. Track inventory and control loss.• Enhanced bottom line profitability, raised customer satisfaction levels, and decreased loss, by implementing innovative process improvements and fine tuning operational procedures.• Preserved customer loyalty and elevated guest satisfaction scorecard ratings from 43% to 91% within nine month period through swift, hands-on resolution of customer service issues and following up with implementation of preventative measures.• Instituted robust inventory control for electronics department which accounted for almost 40% of annual store revenue; heightened controls for the rest of the store with new tracking procedures and redesigned protocols for ease in replenishment.

San Mateo

Advanced through series of progressively responsible positions, gaining practical experience in full scope of operations during leadership training. Supported senior store management in formulating business plans and orchestrating daily operations. Scheduled staff to meet variable customer demand while controlling labor costs. Provided instruction and guidance for personnel in all aspects of guest service, product knowledge, merchandising, sales, and loss prevention for attainment of targeted objectives.• Provided integral input on building out, updating existing, and opening new stores while working with Remodel Team for three years; projects included installing desktop workstations, setting up server networking, assembling fixtures, implementing merchandising layouts, and optimizing floor plans.• Assisted in retraining and revitalization of underperforming departments in 20 northern California stores during four-year tenure as Electronics Department Supervisor and Trainer.EDUCATIONAL BACKGROUND