Rick Cassell Email & Phone Number

Fairfield, Ca, Us

Fairfield, Ca, Us

San Francisco Bay Area

Providence, Rhode Island Area

Provided leadership for the Global IT Services Desk and Client Services team comprised of 35 support professionals providing responsive, high quality support for 6,000 end-users in 30+ separate operating business units world-wide.* Provided oversight to improve a deficient IT Service Desk; met or exceeded industry standard SLAs in 4 months.* Infrastructure Project Lead for the Nortek Distribution Services project; brought 900K sqft East/West Coast warehouse operations in house <3 months; immediately improved services for business units and customers. * Spearheaded project to improve the IT On/Off boarding process; improved from 38% processed in <7 days to 80% or better.

San Francisco, California

Led the IT Service Desk, Client Services, and Remote Operation teams comprised of 21 support professionals providing responsive, high quality support for 5,500 end-users and white-glove support for the executive team. * Managed configuration, change management, maintenance, availability, integrity and performance of enterprise-wide data network, security and voice systems.  * Restored confidence of user community in the IT department by implementing responsive “One-Touch” support. * Successfully integrated and migrated a pet food business unit to the Cloud (Force) ERP solution in 90 days. * Managed outsourcing of Service Desk and Client Services in 30 days; met or exceeded all contractual SLAs within 90 day transition period. * Played a key role in ensuring IT infrastructure and operations were prepared for the divesture of Del Monte Foods and creation of Big Heart Pet Brands valued at $4B. * Provided performance-shaping feedback and mentoring; developed staff capabilities to strengthen understanding of network and voice services industry, business issues and best practices.

Fairfield, Ca

Provided leadership and direction of a department comprised of 23 IT professionals responsible for ensuring high performance 24/7 data and voice network availability and security for 2,500 users worldwide. * Successfully managed the day-to-day operations and service level delivery of a globally dispersed Helpdesk, Network, Security and Telecommunications infrastructure (corporate office, three data centers, 140 US, 15 UK, and 2 Canadian remote sites). * Monitored connectivity and performance for data network, security and voice solutions for all offices, remote offices, data centers and facilities. * Project managed the construction and installation of two data centers, each completed ahead of schedule and without incident. * Ensured business continuity as an early responder for Hurricane Katrina; established and implemented an infrastructure to recover salvage vehicles. * Spearheaded and initialized dramatic improvements in operational performance, efficiency, effectiveness, cost and resource allocation, resulting in a savings of $4.6M. * Drove the integration of seven UK sites; managed a team of 14 to ensure a smooth transition with minimal business impact or disruption.

Bs/Cis With Business Minor, Computer Information Systems, 3.95 Gpa

Associate Of Science (As), Information Systems