Todd Ruggles Email & Phone Number

I have a basic philosophy that people who use our technology are no longer considered “Users” they are “Customers” who we offer support in their day to day technology uses. I work to spread this with all my co-workers and staff. Support Desk Manager Last 7 years I have been Support Desk Manger for Grocery Outlet overseeing 10 support technicians that offer L1, L2 and L3 support for over 500 employees and 430 stores. My team offers various support from account creation/maintenance, desktop/laptop support as well as remote support of POS systems. In addition I managed an vendor support groups that handled overflow call support and on-site store support.I helped deploy the companies first VoIP solution which has had a very positive impact to how the company manages their phone system, IVR, Work Ques, HUD as well created various useful analytic reports. In addition as the Support Desk Manager I have assisted with ServiceNow deployment, creating a useful tool for not only for myself, my staff but our customers. Allowing the team to stay within SLA's and reports showing trend. Sr. Systems Administrator / “Hands On” Sr. IT ManagerPrior 15 years I had been a Network Administrator, in addition the last 10 years my responsibilities also included managing multiple IT departments and engineering staff members. I view management of IT staff as a hands on manager who has been there done that, one who strives to help his team grow both professionally and personally. While managing or participating each project I find it important to make sure everything is carefully documented and it must, if possible, have the ability to evolve with change. Additionally as an IT professional I find it important to keep in mind that strong customer service is equally important as the technology itself. During the last 15 years I have continued my knowledge growth by obtaining MCSA + messaging Microsoft certification, attended various technical classes and obtained a BS in Business Management. Please review letters of recommendations that I have received from my supervisors and a couple of my IT staff members.

Listed skills include Servers, Networking, System Administration, Active Directory, and 28 others.