Todd Stinson Email & Phone Number

Pasadena, Ca, Us

Los Angeles, California, United States

As the Housing Authority of the City of Los Angeles (HACLA) contracted with a new IT support partner, I retained my roles and responsibilities but now as an employee of Bahwan CyberTek (BCT).• Started as the lead for the Los Angeles-based staff of End-User Support Sr. Engineers and Project Technicians, and eventually assumed the lead role for the India-based team in March 2023. The India-based team was comprised of End-User Support Sr. Engineers and End-User Support Jr. Engineers.• Took ownership of the continued development of the SolarWinds Service Desk ITSM platform.• Took co-ownership of the call center platform for the IT Help Desk, including scripting, call workflow, and text-to-speech created WAV files.• Conduct various Microsoft SCCM functions related to application deployment to end-users.• Provided with Global Administrator access to the HACLA Microsoft 365 G5 tenant, and actively administered Teams, SharePoint Online, and Exchange Online.• Administer the remote access support tool (Splashtop) used by HACLA to provide remote support to offsite end-users.• Developed an online appointment system using Microsoft Bookings, and utilized by the HACLA end-user base to maintain a balanced workload for the End-User Support Engineers.• Provide mentoring for all three (3) functional towers of the India-based staff.

Greater Los Angeles Area

Since November 2017 I have been fortunate to work in the Information Technology department for the Housing Authority of the City of Los Angeles (HACLA). A great organization with great leadership and vision, and is staffed by hard-working and passionate employees.My contribution to HACLA has been to lead the Client Services team as the most customer-facing entity of the IT department. I lead a team of nearly a dozen IT support staff, all with varying degrees of knowledge and skill sets, and have carefully crafted this team into bringing each of their strengths to the forefront while also working to help them improve in other facets of their roles and responsibilities.While technology is what lead me to this current role in my career path, utilizing my social skills is what ties it all together. I am equally comfortable working with the CEO as I am with the mailroom staff as each person has a role to play and all are deserving of a high level of technical support.Here is a brief overview of some of the day-to-day responsibilties as Client Services Manager:• Manage the day-to-day activities, tasks, and projects for nearly a dozen direct reports on the Client Services team, as well as providing management support for the rest of the IT staff.• Work as a one of the primary point-of-contact to assist in project management between IT and various HACLA departments.• Provide direct customer support to each department director, their management team, and staff.• Continuous assessment of industry-specific tools and resources that can provide process improvement for the HACLA IT department and the departments served.• Work with the Infrastructure Services and Application Services team to help plan and maintain network, virtual desktop, thin/zero client, and both cloud-based and on-premise systems.

Irvine, Ca 92816

Responsible for working with the client-management team to plan, coordinate, and execute project plans and remain on-time and under-budget.Work closely with in-house recruiting department to source and vet any additional contingent workforce staff that might be required.Maintain communication between project staff, client management, and stakeholders to ensure no tasks or dependency push the project onto the critical path.Provide and deliver project documentation as required by the client.Supported up to 300 Intratek employees with Active Directory tools used by Human Resources during hiring, on-boarding, and on-going account support.Work with Business Development team to provide technical writing to RFP responses (green, red & gold teams).Managed after-hours, remote Service Desk for the City of Charlotte (in Huntington Beach, CA).Worked as the “de facto” liaison between employees, contractors, and contingent workforce and various internal departments to provide assistance and improve employee/employer relationships.Responsible for in-house technical support and development of both the original ADP Workforce Now and current Paycom HCM system.

Huntington Beach, Ca 92649

(See description for "Chief of User Support & Field Operations" since both job titles and duties were held concurrently.)

Huntington Beach, Ca 92649

Managed all field technicians for the Southern California region, assigning service tickets and setting designated routes.Coordinated scheduled service call times with clients/end-users.Set in-house service repair prioritization and handled escalated service tickets from in-house technicians.Implemented an array of new processes and procedures, many of which were remotely accessible on-line for near real-time service call updates from the field.

Huntington Beach, Ca 92649

Managed the on-site, day-to-day planning, implementation, and problem-solving for all medium-to-long term projects for clients.Coordinated team shift scheduling and prioritized day-to-day task assignments.Constant team monitoring, mentoring, and troubleshooting assistance to meet daily project goals.

Huntington Beach, Ca 92649

Provided technical service and support (hardware/software) for in-house and clients in the areas of LAN/WAN connectivity, routers, firewalls, and security.24/7/365 on-call support for high-end clients with mission-critical SLAs.Worked primarily with Windows-based servers, but also supported legacy NetWare systems for clients prior to migration completion.Worked with Account Managers to recommend, test and implement new products and solutions based on analyzing client’s needs using best practices.

Artesia, Ca

Responsible for planning, installing, configuring, deploying, and maintaining several servers and 100+ workstations.Perform network administrative duties, hardware/software upgrades, and client support (both on-site and off-site).Job duties also include classroom technical training for network and Internet/intranet-related concepts, technical courseware development, and Webmaster for corporate Internet and intranet Web sites.

Long Beach, Ca

Responsible for resolving all network, software, and hardware issues.Job duties also included graphic design work, as well as developing a relational database to provide and track client price quotations and product importation fees.