Paul Haugen Email & Phone Number

Camarillo, California, United States

Camarillo, California, United States

Santa Barbara, California Area

• On-site support of 45 desktop users at the Alcon Goleta facility and 10 remote users in Carlsbad.
• Support and troubleshoot all aspects of the HP laptop computers – software and hardware.
• Imaged new user laptops with SCCM, and trained the users on proper usage and procedures.
• Participated in company wide rollouts – eMail (O365) migration, Windows 10 and upgrades.
• Used SNOW (ServiceNow) ticketing system, onboarding and offboarding.
• IT asset management for incoming/outgoing hardware, purchasing, inventory control.

Pasadena, CA

• Manage the Help Desk and the team of 4 support staff using KPI’s.
• Supporting offices and remote users including Europe.
• Monitor team’s performance; hold weekly team meetings and bi-weekly 1 on 1’s.
• Work with recruiting to interview temps for contract work on occasion.
• Ensure customer service is timely and accurate on a daily basis, and where necessary escalating
• Set and monitor specific customer service standards – SLA’s

Greater Los Angeles Area

• Manage the Los Angeles Service Desk team of six engineers, Tier 1 & 2, and provide effective guidance, supervision, and motivation for team members on a daily basis.
• Create an inspiring team environment with an open communication culture. Provides encouragement to team members, including communicating team goals and identifying areas for new training or skill checks. Keeps.
• Answers team member questions, helps with team member problems, and oversees team member work for quality and guideline compliance.
• Monitor team performance and report on metrics (CSAT, MTTE, MTTR).
• Supervise all Tier 2 engineers (7) located in all offices…LA, OC and IE.
• Manage the ticket queue, provide support for Tier 1 & 2 ticket requests, serve as escalation point.

Santa Monica, CA

• Provide leadership for the North American and European group, which include the Help Desk, Audio Visual, and Mac/Windows Engineering. Foster an environment where Technology Services staff seeks to provide excellent.
• Work closely and strategically with Orion decision makers and Executives in various departments to identify, recommend, develop, implement and support cost effective technology solutions for all aspects of the.
• Oversee an end to end IT technical support service staff from Level 1 to Level 3, networking, help desk, delivery of end-user services and applications
• Provided Mac and Windows hands-on support with user setup, troubleshooting and repairing of hardware, software, network, LAN/WAN, wireless, VOIP phones, active directory and email systems.
• Developed accounts with vendors for purchasing.
• Provide mentoring, cross training, knowledge transfer, performance reviews and approvals to seven (7) direct reports supporting desktop/server platforms. Monitored SLA and KPI performance levels.

Ventura, CA

• End to end system support of all PC computers, servers, network and tape backups.
• Apply operating system updates, patches, and configuration changes – AD Administration.
• Exchange e-mail administration.
• Procurement of hardware and software.
• Perform daily system monitoring, verifying the integrity and availability of all hardware, server resources, systems and key processes, reviewing system and application logs, and verifying completion of scheduled jobs.

Los Angeles, CA

• West Coast IT Manager operating without local supervision, supporting Entertainment, Radio and Outdoor facilities/offices.
• Manage 2003 Server administration, 2000/XP desktop support (break/fix), applications, networks, and maintained image builds.
• Collaborated with other North American Regional Managers in a team environment during various projects which included Active Directory conversions, office consolidations, office moves and equipment upgrades.
• Provide hands-on direction and guidance to market IT Managers and their staff.
• Team leader and project coordinator for six (6) office moves, six (6) office consolidations and eight (8) Active Directory conversion projects.

Bloomington, MN

• Managed a staff of 5 Deskside Support personnel.
• Performed adds, moves and changes of all user accounts. Installed and built new servers, desktops, laptops, docking stations, software, peripherals (local and remote) and developed image builds.
• Assisted end users in the usage of systems and applications.
• Met with individual department leaders to determine their requirements.* IT Asset Management including purchasing, vendor relations, inventory, software licensing

Technical Diploma, Electronics Technology, 3.8 Gpa

Activities and Societies: Vice President of the Student Council

Associate'S Degree, Computer Engineering, 3.9 Gpa

Activities and Societies: Mentor and tutor to fellow classmates