Tyrell Robertson Email & Phone Number

South Jordan, Ut, Us

South Jordan, Ut, Us

Salt Lake City, Utah, United States

Manages a team of approximately 25 technicians, leads, and supervisors providing IT services to 2000 end users in WAPA offices and facilities across the Western United States.Responsible for hiring, staffing, and compensation decisions in partnership with IT Program Manager and conducts performance reviews, ensuring adherence to KPIs and SLAs.Oversees incident management response, ensuring efficient resolutions for break/fix issues and cyber vulnerability events impacting WAPA's endpoints.Ensures endpoint security and responds to vulnerability events.Leads daily IT operations calls.Manages and executes WAPA's PC hardware budget under the direction of WAPA’s VP of IT Infrastructure.Projects I have successfully led: • Modernized PC lifecycle management organization-wide using DataSplice, Maximo, ServiceNow, and Dell API integrations, standardizing builds and reducing both costs and device count. • Developed IT asset and inventory management tools using DataSplice, Maximo, and PowerBI in collaboration with WAPA's lead Enterprise Application developer. • Led an org-wide Windows 11 upgrade project. • Developed contract-based KPIs, SLAs, and reporting tools using ServiceNow and Power BI. • Developed ITSS team training program and SOPs. • Authored ITILv4 service descriptions and KPIs for the IT Operations Center project.Projects I have participated in as a key stakeholder: • Supported the senior IT project manager in deploying 45 Microsoft Teams Rooms, significantly reducing organizational licensing and hardware costs for enterprise video conferencing. • Collaborated with our ServiceNow team and followed agile methodologies on scoping, designing, testing, and deploying numerous IT catalog items and automated workflows: o Employee onboarding and offboarding o Mobile device management o Lifecycle and asset management o Logical and physical access control

Salt Lake City, Utah, United States

Initially hired as a level 2 desktop technician for WAPA's Salt Lake CRSP Office.Managed WAPA’s IT call center during the pandemic and led a team of 7 technicians across 3 states.Responsible for hiring and staffing decisions.Conducted performance reviews and ensured adherence to support standards and KPIs.Developed a training program leveraging ServiceNow knowledge bases to provide technical and customer service training to all our technicians.Developed emergency event and outage SOP for IT call center.Analyzed and responded to customer feedback to ensure our team provided excellent customer service.Led project to transition IT call center from legacy PBX to a modern VOIP server utilizing Cisco Finesse.Led project to implement ServiceNow Agent Workspace and Agent Chat lines of service.Participated in a project to modernize WAPA's customer support portal as a key stakeholder and helped design and test many ServiceNow catalog items and workflow automation associated with onboarding, offboarding, Entrust email encryption, and access control.Developed numerous dashboards and analytical tools using ServiceNow, Cisco Finesse, and CUIC to streamline call center operations and management.

Salt Lake City, Utah, United States

Resolved level 1 and 2 support incidents associated with endpoint and network hardware, POS systems, retail management applications, and general business applications.Supported store retail staff, providing excellent customer service.Administered local mail, file, and print servers running on Windows Server 2012 and 2016.Imaged and deployed PC endpoints, mobile devices, WAPs, file and print servers, and retail POS systems at retail locations in Utah, Idaho, and Colorado and provided support for all of the above.Managed retail item databases using a proprietary tool built on a Microsoft SQL server and conducted audits.Assisted regional tech team with WFM's global domain integration using Active Directory.Developed technical training program and provided training to all new system integration team members.Coordinated with regional IT project managers on various infrastructure upgrade projects and initiatives.

Bountiful, Utah, United States

Managed a capital investment budget of 10 million annually and supervised a series of building remodel projects for a chain of skilled nursing and rehabilitation facilities under the direction of COO.Supervised a team of financial analysts and accountants.Managed building lease portfolios and prepared financial statements.Partnered with our SQL developer to design and build web-based financial and asset management tools.

Bountiful, Utah, United States

Managed operating and payroll cash flow and supervised a small team of accountants and finance analysts.

Bachelor Of Arts - Ba, Economics

BA in Economics with post-grad studies in Econometrics and Economic Development

Master Of Science - Ms, Cybersecurity Management