Peter Karla Email & Phone Number

Sacramento, California

• ServiceNow Platform Owner

Sacramento, California, United States

• Supervise a team of seven technical professionals for the North Region IT Support Group.• Evaluate and mentor staff regularly to build competencies and correct performance through progressive discipline, providing learning opportunities, and maintaining detailed documentation.• Lead the Endpoint Management Team, and a contributing member of the ServiceNow Team.• Manage multiple complex technology projects simultaneously requiring the support of diverse staff across IT disciplines and business units.• Identify improvement opportunities within IT and supported customers’ processes and procedures to effectively utilize technology to increase productivity.• Communicate with internal and external stakeholders including Directors and Managers of supported departments to coordinate initiatives, navigate obstacles, and implement procedures to meet their business needs.• Serve as point of escalation for the support team, functioning as a single point-of-contact for problem identification and resolution for complex, high-priority issues.Project highlights:o Wrote a business case for the procurement of a UEM system and evaluated solutions that best fit the City’s requirements. Lead the implementation project for Workspace ONE UEM to modernize the City’s endpoint management, and provide secure, remote, seamless access for employees to IT services.o Developed practices and procedures for the IT knowledgebase in ServiceNow, continually maintaining and improving the knowledgebase for both internal documentation and customers.o Evaluated hybrid videoconferencing systems and wrote a business case for a solution that we have installed in nearly 30 conference rooms, with more underway.

Sacramento, Ca

• Worked with departments, business units, and teams across the city analyzing problems, running POC's, budgeting, developing, or procuring solutions, managing projects, and supporting implementations.• Led implementation of an SCCM environment with 5,000+ clients including configuration for IBCM and TLS 1.2 encryption for PCI compliance. Continually update and maintain the SCCM environment, roll out new features like Azure integration and custom reports, and manage large deployments and upgrades.• Managed and engineered multiple Milestone CCTV implementation projects simultaneously. Highlight projects include Crocker Art Museum and the Sacramento Convention Center Complex renovation with budgets of $1M+ combined. Includes the maintenance of 15+ servers, hundreds of cameras, and over a petabyte of local recordings.• Supported multiple point-of-sale and cashiering systems in PCI scope. Participated in quarterly PCI audits and work on hardening and securing environments. Developed scripts to remediate risks and deployed them to servers and workstations.• Participated in a 24/7 on-call rotation supporting after-hours and emergency issues for critical city operations.• Completed The Leadership ChallengeOther duties included:• Maintenance of over 50 servers both physical (HPE & Dell) and virtual (VMWare) running file storage, print servers, databases, departmental applications, and web servers• Working with Network Team to procure, configure, and install Cisco switches• Maintenance of Active Directory and GPOs• Maintenance of SharePoint sites and OneDrive storage• Manage Hirsch Velocity access control system including hardware, software, and database• Implementation of Snow Software Asset Management and License Management• Training end-users and coworkers in various software, hardware, tools, and skillsets

Hong Kong

• This position was part of the Thompson Global Internship Program, where a select few of the top students from the college of business are chosen to live abroad while completing a significant project.• My partner and I evaluated ERP systems and worked with teams around the world to gather requirements.• Provided a business case for ERP system adoption to the executive management group. Our recommendation was accepted, and they began the implementation of the new ERP system later that year.

San Francisco Bay Area

• Provided computer, network, and server consulting services to over 72 companies in the Bay Area, both remotely and onsite. MacOS heavy client environments with a mix of Windows and mobile.• Primary support for Neo Technology onsite in San Mateo providing onboarding and off-boarding, MDM administration, network management and upgrades, projects, and general end-user support.

Mountain View, Ca

• Provided technical support, server administration, and IT project management for Mindsource, Inc.• Projects included email server migration, cloud server access, upgrading accounting software and server, upgrades to antivirus systems, repairing and installing a backup server, configuring VMware environment, installing and configuring smart UPS, testing AWS Glacier cloud backup, re-cabling and labeling the server room, and documentation of IT processes, equipment, server room, and network.• Installed and configured new server and networking equipment in a remote data center for Lien Enforcement, Inc• Assisted with the configuration of Autotask ticketing system for Energize IT.

Roseville, Ca

• Began my career as an IT Intern through an Information Technology ROP. Worked my way up to become the primary Systems Administrator for the company over 4 years.• Provided onsite and remote support for any computer or technology-related issues including configuring and troubleshooting hardware, software, and networking equipment.• Enforced and implemented IT security policies, CIS Benchmarks, and maintained and upgraded antivirus.• Researched and organized upgrades to various systems and applications, maintained and upgraded servers, managed active directory, network, and VOIP/POTS phone systems.

Bachelor Of Science, Management Information Systems, General, 3.95 Gpa

Activities and Societies: President - Spartan Automotive ClubMIS Honors student at SJSU - Member of a team that managed, designed.

Associate Of Science, Management Information Systems, General

Activities and Societies: Business Club, Economics Club, Outdoors Club