Randy Downs Email & Phone Number

Redmond, Or, Us

Redmond, Or, Us

Portland, Oregon Metropolitan Area

As an IT Service Desk Manager, I lead a team responsible for providing comprehensive technical support for computer systems, including hardware, operating systems, networking, databases, and core applications. My role focuses on the strategic planning and delivery of customer support services, which encompasses project management, IT contract oversight, and business engagement development.I assist the IT Operations Manager in providing leadership and direction to the Service Desk team, ensuring the quality and compliance of our services with state and departmental policies. My responsibilities also include developing and managing operational programs for critical IT projects, overseeing inventory management, and offering technical consultation.Key areas of focus include:- Leadership, mentoring, and team development- Promoting diversity, equity, and inclusion initiatives- Managing change and supporting staff through organizational transitions- Ensuring staff have the resources and training to perform their duties effectively- Encouraging cross-training and team collaboration to build cohesionThis position requires frequent travel for official state business, attendance at conferences, and site visits, with occasional evening and weekend.

Redmond, Oregon, United States

United States

In my multifaceted role at Iron Mountain, I seized opportunities to shoulder diverse responsibilities. As Technical Trainer, I spearheaded the development and execution of a comprehensive training program, catering to both new hires and seasoned staff. This initiative, spanning various learning modalities, included bootcamps for newcomers and ongoing education for veterans, ensuring sustained technical proficiency. Moreover, drawing on my expertise as the SME for operational processes, I actively contributed to crafting and refining training materials, nurturing a culture of continuous improvement through constructive feedback loops.Concurrently, as a Project Manager, I championed servant leadership principles while overseeing the creation of an internal knowledge repository. From inception to implementation, I orchestrated stakeholder engagement and cross-functional collaboration, prioritizing the growth and empowerment of my team members. This approach culminated in the development of a user-friendly wiki platform that streamlined workflows and fostered collaboration across the organization.Furthermore, in my role as an IT Analyst, I maintained a focus on optimizing technician workflows and operational efficiencies. Through meticulous process analysis and strategic technology implementations, I identified and remedied bottlenecks, consistently prioritizing the professional development and well-being of my team. Notably, I spearheaded the adoption of a new camera system featuring automatic barcode scanning, revolutionizing component cataloging and enhancing data security measures. Throughout my tenure, I leveraged my diverse skill set and interpersonal leadership to drive organizational success and cultivate a culture of innovation and excellence.

Bend, Oregon Area

Leading a team of technicians across three shifts, I orchestrated recruitment, interviews, onboarding, training, and performance evaluations, ensuring operational excellence round-the-clock. This encompassed the nationwide broadband network, where I oversaw operations, addressed connectivity issues, and optimized bandwidth utilization for both residential and business users. Documentation was meticulously maintained to facilitate seamless knowledge transfer.Utilizing platforms like Remedy, Zenoss, NetExpert, and Aspect, I generated reports at individual, departmental, and company levels. These reports, integral to refining business practices, were supplemented with tailored training materials to support users.My role extended to supporting various broadband infrastructures—wireless, fiber, and copper—within TDS Telecom's Network Operations Center (NOC). Collaborating with field technicians and clients, I enhanced accessibility and upheld Service Level Agreements (SLAs) nationwide.Conducting a comprehensive work study, I identified user challenges and leveraged feedback to propose equipment upgrades. Securing budget approval, I addressed equipment limitations, markedly improving both customer experience and business operations.Transitioning from physical to digital database administration, I centralized critical information, expediting knowledge sharing, onboarding, and training. This streamlined operations and empowered teams to execute database tasks efficiently.Critical to my role was the constant monitoring of TDS's network elements nationwide, ensuring maximum availability for customers and employees alike. I managed and trained NOC technicians, overseeing the enforcement of service level agreements.Additionally, I was responsible for implementing, maintaining, and repairing routing, IP switching, firewalls, and remote access protocols. Regular reports on uptime, bandwidth usage, and server utilization were generated to inform strategic decisions.

Ft. Bragg, North Carolina

I operated as an Information Technology Specialist and leader for the 2-321 FA BN's communications shop, becoming the "go-to-guy" (SME) for individuals throughout the Brigade. Recignized also for my servant leadership, I quickly assumed leadership roles, including overseeing a team of 12 comms technicians. Providing comprehensive IT support, I managed a diverse user base of over 350 individuals across four network classification levels.At the heart of our operations was the helpdesk I led, serving as the central point for all IT issues both domestically and during deployments. We implemented and managed a robust ticketing system to ensure efficient issue resolution across a wide range of systems, from PCs and laptops to specialized communication equipment.In addition to troubleshooting, my responsibilities encompassed managing user accounts, access permissions, and device configurations using Active Directory. I also handled MS suite and specialized software installations, configurations, and updates to ensure seamless system integration and functionality. Furthermore, I facilitated secure remote access through VPN connections, enabling users to access critical resources globally.Notably, I spearheaded the assessment and enhancement of the battalion's multi-level network security, conducting thorough risk assessments and implementing detailed reports to rectify any vulnerabilities. I also played a pivotal role in architecting, deploying, and securing critical IT infrastructure, including database systems, server administration, and area networks.Throughout my tenure, I prioritized continuous learning and knowledge sharing within the team, fostering a culture of expertise and proactive support. Our efforts ensured seamless communication for tens of thousands of service members daily. My leadership and technical acumen were instrumental in maintaining rigorous adherence to information security principles and standards, safeguarding sensitive data and systems.

Bend, Oregon Area

As a Best Buy Computer Technician, I played a pivotal role in providing technical support and assistance to customers navigating the rapidly evolving landscape of consumer electronics. In my capacity as a Computer Technician, my responsibilities included diagnosing and troubleshooting hardware and software issues, performing repairs and upgrades, and offering guidance on product selection and usage.During my time at Best Buy, I interacted directly with customers, listening to their concerns and providing tailored solutions to meet their needs. Whether it was resolving software glitches, installing operating systems or software applications, or conducting hardware repairs such as replacing hard drives or memory modules, my goal was always to ensure customer satisfaction and maintain the integrity of their devices.In addition to providing hands-on technical support, I conducted product demonstrations and educational sessions to assist customers in understanding the features and functionalities of different devices and technologies. This aspect of the role demanded not only technical proficiency but also effective communication skills to convey complex technical concepts in a clear and accessible manner.Given the rapid advancement of technology during the 2000s, staying abreast of the latest trends and innovations was crucial. I proactively engaged in ongoing research and professional development to ensure that I remained well-informed about new products, technologies, and troubleshooting techniques.Overall, as a Best Buy Computer Technician in 2007, my primary focus was on delivering exceptional customer service, resolving technical issues promptly and efficiently, and contributing to a positive and informative shopping experience for customers seeking assistance with their computer and electronics needs.

Bend, Oregon, United States

As a young manager at McDonald's, I led various aspects of the restaurant's operations to ensure its efficient functioning. One of my primary responsibilities was managing personnel, which involved hiring, training, and supervising a nine member shift. These teams were dynamic in nature, requiring me to adapt my leadership approach to foster teamwork, motivation, and productivity.I played a crucial role in overseeing the restaurant's inventory, ensuring adequate stock levels for customer demand, minimizing waste, and controlling costs. This involved inventory management systems and procedures to track stock levels, usage patterns, and to place orders.To deliver to successful operations and customer service, I ensured a seamless dining experience by warmly greeting guests, taking accurate orders in a timely fashion, promptly addressing complaints, and implementing prompt fixes when equipment failed or logistics broke down. Further, maintaining a pristine and sanitary environment was equally important. I prioritized sky high cleaning standards throughout each shift and fostered a team culture that emphasized hygiene for both staff and guests.Throughout my tenure at McDonald's, I learned valuable lessons in servant leadership, multitasking, and prioritization. I recognized the importance of empowering and supporting my team members to achieve their full potential. Multitasking and prioritization were essential skills in managing the diverse responsibilities of the role, from overseeing personnel and inventory to ensuring exceptional customer service and cleanliness standards.Above all, I enjoyed the opportunity to serve people, whether it was mentoring team members, assisting customers, or collaborating with colleagues to achieve shared goals. My passion for serving others and making a positive impact was really fostered as McDonald's manager, and I take pride in the contributions I made to the success of the restaurant and the satisfaction of its customers.