Phoenix Torres Email & Phone Number

Concord, CA, US

• Tasked by the Director of Professional Services to improve and grow the Technical Support team with a focus on emerging technologies and all aspects of Next Generation datacenters. Responsible for leveraging a team of.
• Developed processes that boosted client satisfaction rate for support to over 90%
• Crafted onboarding processes and standardized communications for all clients
• Created internal support call center resulting in vastly improved success and corporate profitability through simplification which minimized costs and increased efficiency of staff
• Increased the support services client base by over 100% through proven success to internal departments and by providing technical sales enablement
• Successfully increased profitability through the implementation of sales collateral, standardized support models and improved contracts

Concord, CA, US

• Provide anticipatory vision and leadership in the identification, development and implementation of appropriate technology products and services
• Provide leadership to Entisys Managed Services in the strategies and methods that help facilitate an alignment of a client’s corporate business and information technology support goals/objectives
• Identify drivers of customer satisfaction and assess performance gaps relative to our competitors
• Determine root cause of performance gaps through analysis of customer satisfaction research, stakeholder interviews, employee surveys, and on-site observations
• Represent the customer voice to the managed services team, providing key customer feedback and impact related to the product experience in a measurable and constructive way
• Retain and expand existing relationships by meeting client expectations of deliverable quality, improving satisfaction of clients and achieving results through improvement programs

Concord, CA, US

Ekaterinburg, Sverdlovskaya Oblast, RU

Rocklin, California, US

Network Administrator/Systems Administrator. Windows 2003/xp/vista. Exchange 2007, WSUS, DNS, Windows Virtual Server, Symantec AV, Backup Exec support. Laison to service providers (data/telecom). Laison to Partner companies (Cisco, VMware)

Houston, Texas, US

Under minimal supervision worked as part of a team to support over 250 servers and 1500 endpoints in a high availability (24x7) environment. Work closely with Application developers and network support personnel to facilitate a smooth running infrastructure for the client. Did advance rollout testing of new software, and operating systems. Create and.

Oakland, California, US

Maintain, administer, upgrade all Polycom and Cisco Voice and Video conferencing systems across California. Setup, schedule, and troubleshoot voice and video calls. Using VS4000’s VS-MP’s and Polycom MGC, and Cisco Meetingplace bridges. Interface with other departments to ensure successful meetings. Act as liaison between Blue Shield and Systems.

Built and maintained client/in house Servers/domains. Brought in new product for testing Heavy troubleshooting of Windows Active Directory (2000 and 2003) Servers and Domains as well as creation troubleshooting and maintenance of Microsoft Sharepoint Portal servers, SQL 2000 servers, ISA 2000 servers and RIS 2003 servers. Created Ghost and RIS based server.

Designed and implemented the California WAN with Voice/Data sharing and IP/ISDN video conferencing between all offices. Worked with a team to support the enterprise WAN, personally responsible for the nine western states. Creation and maintenance of NT40 and 2k Active Directory Domains and inter-domain trusts, server consolidation, domain migration. User.