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.
• 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.
• 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.
• 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.
• 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.
• 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.
• 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.
• 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.
• 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.

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.

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..

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.

Associate’S Degree, Information Technology

Bachelor’S Degree, Technical Management/Security Management