Samuel Tanner Email & Phone Number

Hollister, Ca, Us

Santa Clara, California, Us

- Manage North American Service Desk operations including developing a team of Desktop Technicians in Tacoma and Santa Clara. Hybrid MacOS/Windows Support environment. - ITAM implementation and process design/governance using ServiceNow ITSM stack and Jamf/MS Graph APIs.- Ownership of asset compliance and Asset Lifecycle from Procurement to ITAD. - Collaborate with InfoSec and SOC teams on security vulnerabilities and remediation. - Vendor management and budget forecasting.-Created KPI metrics dashboard in ServiceNow and Tableau for IT leadership, finance, HR and Legal.- E-Staff and VIP support with focus on “white glove” support for HQ office and Corporate Events.- Build and support 75+ Zoom rooms in North America including hardware/software support, patching AV equipment and training users on advanced features. - Defined/Implemented SLAs for Incident and Request tables in ServiceNow. - Collaborated with HR/Legal on post-termination asset collection process and Legal Hold process. - The team maintained 96% Satisfaction rate from CSAT Surveys and sub-12-hour MTTR, 98% SLA success rate.- Developed process for FedRAMP compliance (NIST 800-171) with regards to Desktop Support separation for Federal Sales team

Watsonville, California, Us

- ServiceNow Administration and Development – Custom Apps, Client Scripts, Workflows, Catalogs, Service Portals, Agent Workspace, etc. - Service Now Incident Management and KPI/SLA reporting using Performance Analytics and Power BI for data analysis. - Developed and implemented processes for Incident Management, Major Incident, Problem Management, Knowledge Management, Service Level Management, and Configuration Management (CMDB) using ServiceNow. - Co-lead Major Incident Response team.- Manage all IT Communications for internal and external ITSB’s.- Escalated Break-Fix support for all tiers of VP’s and Executives. - Training and support for Tier 1 Agents and contractors.

Watsonville, California, Us

IT Break-fix support

Santa Cruz, Ca, Us

Full-solution support for online students, faculty, staff, and executives. Windows and Mac OSX client support, Mobile device support, web-application development, network troubleshooting.- Responsible for escalated IT issues in a fast-paced online education environment, including;Executive IT support, complex student and faculty support, Windows client stations, Mac OSX.- Knowledge of hosted PBX systems, SIP accounts, ACD design and reporting, Adobe Acrobat/Cloud Services administration, MS Exchange support/O365 support, Google Apps, AV studio services.- Lead project to migrate 120+ paper forms to web-forms, trained 30+ users- including executives.- Managed backup-server hardware maintenance both locally and off-site.- Supervised a team of 15 Tier I agents, coordinated ticket escalations, trained agents on newSLA’s, monitored resolutions and corrected any SOP errors.- Experienced with VPN/RDP configurations. DHCP reservations, LAN Printers, VOIP phones.- Worked with marketing department on email campaigns, Voice-recording automation, and CRMFlow project.- Basic understanding of Linux environments and can perform many file management functions.- Some experience supporting Google SEO, PPC Analytics.

New York, New York, Us

- Responsible for overseeing all daily operations in a fast-paced, multi retail store/manufacturing environment which included managing staff members, inventory, and vendor relationships.Production planning, scheduling, and testing.- Experience administering POS systems for multiple stores- including reports, backups, data entry, issue troubleshooting, and training.- Designed cost-effective methods to re-manufacture toner cartridges based on reverse-engineering

Managed 3 high-volume retail stores with annual sales revenue of over $1 million. Hired and trained all employees. Coordinated with purchasing/warehouse for replenishment. Provided sales reports to Operations Manager and Owners. Assisted with massive POS system migration, and build-out of new stores.