Ruby Forbes Email & Phone Number

Los Angeles Area

• Manage the daily operations of services department to ensure the timely and efficient delivery of IT managed services to clients.• Coordinate the onboarding of new service clients to include contract creations, gather and maintain support renewal information supervise delivery of managed and break/fix services• Ensure SLAs are being met for all client support requests• Coordinate and schedule Network Engineers to work on project and service related requests• Conduct monthly calls with service customers to gain feedback on how they feel their services are being delivered and work closely with operations to create processes that improve the customer’s service delivery • Approve and post charges for managed services and time entries for worked perform and work with accounting to verify accuracy of invoices before they are sent to customers

Roswell, Ga

• Managed the day to day operations of the Desktop Support team to ensure requests for assistance with hardware and application related issues were responded and resolved in keeping with the expectations set in the IT Service Level Agreement.• Collaborated with business unit leaders and end users as needed to identify opportunities for improving the delivery of the services provided by the Desktop Support team.• Served as escalation point and coordinator between all teams in IT and the business units for those requests and projects that required additional resources for completion. • Worked closely with the Development team and Network Infrastructure team to identify trends in which systems were not performing optimally and collaborated with identifying and implementing system changes to reduce or eliminate those trends.• Oversaw Change Control process and filled role as Incident Manager and to ensure system changes were submitted, reviewed for approval and documented prior to implementation.

Roswell, Ga

• Responsible for the day to day management of the Desktop Support team to ensure the timely and efficient resolution of request for assistance with hardware and application related issues.• Liaison between IT department and the Information Security Officer to ensure adherence to security requirement set forth by financial institutions.• Interfaced with business units as needed to identify opportunities for improvement in how desktop support services were delivered.• Performed audits of applications and systems to ensure user access and levels of access were in line with security requirements.• Worked closely with the Development team and Network Infrastructure team to identify trends in which systems were not performing optimally and collaborated with identifying and implementing system changes to reduce or eliminate those trends.

Roswell, Ga

• Maintained positive customer relations with end-users by providing thorough, friendly and prompt customer service.• Identified and resolve hardware and software related issues on IBM and HP Desktops, Workstations and Laptops for internal staff working remotely and on site.• Performed part replacement in hardware in order to extend hardware life cycle..• Received and activated company issued Blackberry phones utilizing Blackberry Exchange Server• Installed standard images on laptops and workstations to provide consistent configuration standards

Alpharetta, Ga

• Received incoming hardware and maintained over 4,000 system records by performing hardware inventories and updating locations. • Provided desktop support to internal IT staff through the identification and resolution of hardware and software related issues on Dell and HP desktops, workstations and laptops.• Repaired and replaced worn and inoperable computer and printer parts as needed.• Worked closely with customers and technicians to coordinate the delivery and installation of new computer systems in a timely and efficient manner.

Poway, Ca

• Responsible for the daily management of the Computer Operations staff and daily operations an resources operations• Hired and trained new staff members on company processes and standard operating procedures.• Set performance targets and reviewed staff job contributions and made recommendations for salary increases and bonuses.• Assigned job responsibilities based upon identified skills sets gathered through employee assessments.• Worked with internal and external customers to understand and develop processes in order to meet service level agreements.• Coordinated efforts across departments for the implementation of system upgrades.

Enterprise Risk Management Certificate, Enterprise Risk Management

The Enterprise Risk Management Certificate is designed for today's fast-paced and increasingly complex operating and regulatory.

Network And System Administration/Administrator