Peter H. Email & Phone Number

Losangeles Ca

Orchestrated the seamless coordination of cross-functional teams to manage the planning, implementation, and ongoing improvement of IT service delivery processes while complying with industry standards and contractual obligations.● Executed 113 projects from start to finish, covering a broad scope including but not limited to email/domain migrations, SSO/SCIM provisioning for application deployment, application support to newly deployed applications, MFA implementation, various levels of data migrations, new network/network upgrades, Sharepoint audits; and Intune/MDM Management.● Utilized developed service level agreements (SLAs), key performance indicators (KPIs), and reporting mechanisms to ensure the consistent delivery of high-quality services and achieve desired business outcomes, drawing upon extensive technical knowledge and understanding of service management frameworks.● Accomplished closure of over 23,000 service tickets while improving key metrics such as first call resolution, average response time, resolution time, elevating customer satisfaction scores and authoring 50+ SOP’s, policies and user guides.● Assisted in Inventory Asset Management for 1000's+ of devices across 70+ clients worldwide. ● Increased client satisfaction by proactively identifying service enhancement opportunities, fostering strong partnerships, and effectively resolving issues both proactively and retroactively

Losangeles Ca

Orchestrated the seamless coordination of cross-functional teams to manage the planning, implementation, and ongoing improvement of IT service delivery processes while complying with industry standards and contractual obligations.● Executed 113 projects from start to finish, covering a broad scope including but not limited to email/domain migrations, SSO/SCIM provisioning for application deployment, application support to newly deployed applications, MFA implementation, various levels of data migrations, new network/network upgrades, Sharepoint audits; and Intune/MDM Management.● Utilized developed service level agreements (SLAs), key performance indicators (KPIs), and reporting mechanisms to ensure the consistent delivery of high-quality services and achieve desired business outcomes, drawing upon extensive technical knowledge and understanding of service management frameworks.● Accomplished closure of over 23,000 service tickets while improving key metrics such as first call resolution, average response time, resolution time, elevating customer satisfaction scores and authoring 50+ SOP’s, policies and user guides.● Assisted in Inventory Asset Management for 1000's+ of devices across 70+ clients worldwide. ● Increased client satisfaction by proactively identifying service enhancement opportunities, fostering strong partnerships, and effectively resolving issues both proactively and retroactively

Burbank, California, United States

Oversee 100% of the requests, incidents and problems. Manages and coordinates urgent and complicated support issues. Train, coach and mentor Service Desk Specialists (Level 1 / 2) including career development. Oversee staff activities. Builds/obtains (from other departments) training material for support staff. As needed, schedule employees working times and provide backup support. Interact with internal and external customers. Provide data and reporting of KPI’s(Key Performance Indicators) and trends to IT department and others in ad-hoc, weekly, monthly and as needed. Will drive Ticket Deep Dive and develop strategies for improvement. Work to make Service Desk the single source of truth and service delivery channel for IT. Monitor and manage phone queue (participating in escalated calls as needed)Oversee Solutions repository and ensure top quality solutions are available to the staff. Develops Service and Business Level Agreements to set expectations and measure performance. Develops an effective and workable framework for managing and improving customer IT support in the organization.Manage process for communicating outage/emergency activities to the organization. Manage vendor relationships as it depends on daily operational needs. PO review and approval/budgeting responsibility. Review survey feedback to improve services, tools and support experience. Keep confidential all applicant, client, and verification and company proprietary information

Burbank, California, United States

•Provided valuable customer satisfaction, technical expertise, and timelines of support delivery to over 15,000 users over the phone with full remote desktop capabilities. •Became responsible for the technical supervision, training, and coaching of All Service Desk and Desk side agents on all procedures, escalations and best troubleshooting practices.•Assisted users with system hardware/software information/installation and asset allocation tracking for PC and MAC using Microsoft SCCM and JAMF Casper Suite. •Successfully resolved user issues pertaining to applications; MS Office suite 2010-2016, Lync-Skype, OKTA, Slack, and many more •Effectively used the Service-Now ticketing system to create, view, and resolve tickets that have been submitted by end users and reassigning any escalated tickets to the appropriate team.•Provided Remote Xerox and HP printer support

Irvine, California, United States

Responsible for overseeing the day-to-day operation of the company's IT systems, ensuring efficient maintenance of servers, networks and data centers. Also, led the technical team, managed vendor contracts, and ensured that equipment and services were procured in line with business needs. I develop and implement IT strategies to optimize system performance, resolve operational issues, and ensure uninterrupted business. Improve IT service quality through Service Level Agreements (SLAs) and Key Performance Indicators (KPIs), safeguard data security, drive technology change management, and provide technical support for the company's digital transformation

Irvine, California, United States

Responsible for designing and implementing the company's complex IT system architecture, managing servers, storage and network systems to ensure their efficient operation. At the same time, I lead the deployment and optimization of cloud infrastructure and provide advanced technical support to quickly resolve system failures and ensure business continuity. I also improve system efficiency through automation tools, ensure system compliance with security standards, and protect company data. In addition, I write technical documentation, maintain system operation guides, and work closely with other teams to ensure smooth deployment and continuous improvement of the system

Irvine, California, United States

Responsible for working with business departments to analyze requirements and develop system solutions to ensure systems are aligned with business requirements. At the same time, I design and optimize systems, conduct system testing and troubleshoot quickly to ensure efficient system operation. I also monitor system performance through data analysis and generate reports to identify improvement opportunities. In addition, I write and maintain system documentation to ensure smooth technical support processes and work closely with other teams to drive smooth project implementation, while ensuring that the system complies with security standards and protects the data

Associate’S Degree, Information Technology

Bachelor’S Degree, Technical Management/Security Management