·Led and mentored a team of three IT Specialists (and myself as a “hands-on” manager), responsible for all IT roles at Coursera, including purchasing, system administration, network and ticketing·Refined and streamlined all IT processes and services, developed OKR’s for IT, made wireless networking improvements (like adding access points and Google auth for wireless access), Google Apps management/automation, and developed strategies (and staff) to accommodate Coursera’s growth·Reduced spend by analyzing all IT products and services, and eliminating redundancies·Team responsible for Event/IT support including all company meetings and corporate events like workshops and open houses

·Led 9 Service Desk Level 2 technicians nationwide across four sites·Worked with previous manager to complete bi-annual performance reviews·Provided training, mentoring and guidance to the entire Global Service Desk (Level 1, 2, & 3 technicians)·Participating stakeholder in cross-team project meetings (like Active Directory Migration, Global Endpoint Management), offering suggestions, feedback and experience·Worked on several Service Desk projects including: refining on-call procedures, proper ticket and queue handling, onboarding & offboarding improvements·Introduced new ideas and gave “overviews, context and advice in IT” to anyone who asked/showed interest·Acquired and refined roles, access and responsibilities for team

·Promoted from HQ Service Desk Manager having four techs in one site (Milpitas HQ) to Service Desk Manager, North America in charge of 11 techs nationwide (across four sites)·Transformed the Employee Experience by demonstrating thought leadership, and innovation with regards to Service Transformation & Maturity·Motivated, mentored and worked on career development for new and existing team members, identifying and creating new growth opportunities·Hiring, training and performance management for all Service Desk and Desktop Support teams·Led team that saved the company $10,000/month on mobile device plans·Revamped entire new hire process, collaborating with HR, Facilities and all hiring managers·Launched first “Service Bar” in HQ as a welcoming area for any IT related issues·Handled IT Support side of Mandiant acquisition/merger, involving cross-team training and dispersal/consolidation of isolated duties, roles, and services·Trained multiple Service Desks in Okta (SSO) administration·Explored and researched cost-saving and more efficient tools and services (like Casper, PagerDuty, ServiceNow, eMobus, and Google Hangouts instead of Webex) for entire IT department·Collaborated with international Service Desks and other IT Support groups to improve global printer standards and strategy·Built custom reports for KPI measurement in BMC Footprints·Responsible for IT-related corporate communications and announcements·Development of a Self-Service support offering and internal/external knowledge base, enabling end users to support and resolve issues themselves·Planned and led IT side of several office moves (new buildings and shuffles), coordinating with vendors, Facilities and other departments·Contributed to company’s first Mobile Device Policy·Kept it fun with cross-departmental outings and events, for team building and strengthening relationships throughout all groups at FireEye

·Promoted from Desktop Support Analyst, to Help Desk Supervisor, to Help Desk Manager, to Manager of Client Technology Services (CTS) in less than 5 years·As the first Help Desk Manager for Netflix, supervised and oversaw Help Desk, growing it from 3 to 8 technicians·With Help Desk’s rapid growth and evolution, merged team with Desktop Support, forming (and managing) the new CTS team, for more efficient responses to all issues·Developed the Help Desk staff as “junior system administrators”, challenging them to take on all requests with first response resolutions·Mentored and “sparked” team of 11 techs (Client Technology Specialists) that provided executive level support to all, while closing 85% of all submitted tickets·Built custom reports in Service Now for KPI measurement·Planned and led IT side of all office moves, coordinating with vendors, Facilities and all involved departments (dozens of in-building and cross-building moves, and five new building expansions)·Fully responsible for IT-related corporate communications and announcements·Coordinated with Director to create first N.E.R.D.S. rooms (Netflix Emergency Rooms, Desktop Support) including design, locations and setup·Established “always on” Google Hangouts for cross-location support between all CTS areas (N.E.R.D.S. rooms)·Led the client side of email migration from MS Exchange to Google Apps Gmail·Partnered with OneLogin to deploy Netflix’s first Single Sign-On (SSO) solution, and multi-factor auth (MFA)·Key stakeholder and contributor to multi-factor authentication migration from RSA to SafeNet·Initiated and organized team stress relief functions like picnics, sporting events and other off site events·Experienced managing SaaS technologies like Box, ServiceNow, Workday·Managed network accounts, rights access and Exchange email accounts through ADUC, Exchange and PowerShell for some automating and reporting·Event support for company meetings and corporate events, both on and off site

·Provided “Gold Level” Support (supporting, assessing needs and offering better/customized IT solutions) to Chief-Level Executives and their administrative assistants·Supported, maintained, upgraded and installed desktop, laptop, handheld, printer hardware and software in person, on the phone and through email while providing excellent customer service·Coordinated client side of move from Sunnyvale to new Milpitas HQ·Setup software installation standards and built computer images to speed workstation installation ·Configured and customized network boot disks to help automate and streamline imaging process·Used Microsoft SMS for some software installations·Create and manage network accounts, rights access and MS Exchange email accounts·Installed/deployed GoodLink handheld devices, maintaining and configuring 800+ users·Used Track-It! & Remedy to maintain work orders and provide timely responses to customers·Tested hardware/software, security patches and service packs for compatibility prior to deployment·Event Support (All Hands Meetings, High Profile Events both on and off site)

·Supported, maintained, upgraded and installed desktop, laptop, printer hardware and software in person, over the phone and through email while providing superior customer service·Setup software installation standards and created standard computer images to speed up installation of new and refurbishing of old workstations·Part of the PlaceWare/Microsoft migration and integration team (evolved into LiveMeeting)·Publish internal security advisories company-wide·Used Track-It! to maintain trouble tickets, inventory and provide on-time responses to customers

·Supported, maintained, upgraded and installed desktop, laptop, network and printer hardware and software at different sites while providing stellar customer service·Created and managed user accounts (including granting rights and creating groups) on Netware and NT networks using Netware Administrator, Syscon, Filer, login scripts and User Manager·Other duties included: documentation, created utilities CD’s for users and co-workers, Y2K compliance

·Part of a collaborative team that supported and maintained desktop, laptop and printer hardware and software at different sites, through phone and email for over 1,200 users·Troubleshot IT issues and managed user accounts on Netware and NT networks·Member of team that migrated 1,200 CCMail users to Microsoft Exchange/Outlook in 60 days

•Installed and supported desktop, laptop and server hardware and software at various locations. Also installed, configured and tested branch servers and routers•Managed users on Netware networks and was responsible for storage, backup and restoration of files