Drew Stein Email & Phone Number

San Francisco, California, Us

San Francisco, California, Us

San Francisco, Ca, Us

Supported 5000+ Staff Globally | 12 Direct Reports | Led a team of 30 ● Designed a global onboarding strategy and mentor program that accelerated growth of a 30 person cross-functional IT team● Revamped IT Support policies and procedures, which optimized service offerings, and created uniformity to the global support experience● Created a standardized service model resulting in significant improvements globally in NPS (to 75) and CSAT (to 4.8/5)● Executed an automation overhaul leading to a 30% reduction in ticket count, and boosted 0-24 hour ticket closure rates to 80%, saving Databricks thousands of dollars in lost man hours● Established Career Ladders, serving as performance indicators that gauge employee readiness for advancement● Built a Stakeholder Engagement Program, that executed large scale changes to the employee lifecycle● Collaborated with the CIO staff to define quarterly business objectives for the support team in conjunction with company goals

San Francisco, Ca, Us

Manager, IT Support at Databricks

Scottsdale, Az, Us

● Supervised Full-Time remote IT staff and Contractors● Provided support as the Lead Engineer to 70 local users, and 700+remote users● Served as the authoritative owner for several systems including;ticketing, file shares, AD and Exchange, financial systems, AV,conferencing, and many other SaaS apps● Oversaw the Asset and Endpoint inventory, and managed therelationships with multiple procurement vendors● Spearheaded office buildout and coordinated the movement of 50+staff to a new office space

Scottsdale, Az, Us

● Provided Desktop and Application Support for 1000+ users, ranging from entry levelto C level employees● Served as the VIP point technician for the CEO and e-staff● Oversaw the ticket queue, trained staff on best practices, andmentored struggling peers to improve their performance

Cupertino, California, Us

● Served as Genius and Team Leader in several stores● Mentored staff through coaching, interview preparation, bestpractices, and skills training● Facilitated offsite training to multiple employees, and implementednew company initiatives and processes● Repaired Mac computer and iPhone hardware, provided softwaresupport, and conducted workshop training through Genius Barappointments● Led the team in NPS, appointments taken, and appointmentresolution times on several occasions

• Created and maintained a Social Media strategy for a newly formed acupuncture practice (LinkedIn, Google+, Facebook, and Twitter).• Researched health related content for Dylan’s Social Media websites and blog. • Worked closely with Dylan regularly update, and maintain his professional blog.• Scheduled appointments for the practice via their electronic booking system. • Submitted patient insurance claims. • Ordered supplies, and marketing materials when needed. • Handled assorted administrative tasks.• Managed the owner's personal and work calendars.

• Worked closely with Promotions Director and Production Crew to run event coordination and logistics. • Responsible for managing details of promotional events including arranging the schedule, selecting entertainment, getting accommodations, and distributing marketing materials.• Recorded and produced commercials and public service announcements.• Point person on set-up and break-down of events and fixed any mishaps that may have arose during events.

Us

• Created budget reports, press releases and media kits.• Researched and prepared client lists and inventory lists.• Executed planned details for special events, gift bag and press package preparation.• Provided security and media escort to ensure protection. • Supported team for the set-up and tear-down of events.• Implemented organization system within the email server.

• Scheduled appointments and meetings for the director and upper level staff.• Catalogued files, and maintained databases.• Responsible for relaying important information to executives and directors. • Made sales calls, and pitched services to potential clients. • Utilized the internet to research potential clients and leads. • Created client lists, and created potential customer lists as well.

Bachelor Of Fine Arts, Broadcasting/Media Arts

Communications