William "John" Maes Email & Phone Number

Tempe, Az, Us

Managed staff engaged in the daily support of the companies IT related helpdesk. Developed standard operating procedures with a commitment to customer services. Upgraded the departments IVR phone system to provide a better customer experience. Collaborated with imbedded business IT support teams regarding the creation of OLA’s. Developed, designed, and deployed new IT process within the department. Lead technical resources for implantation of the companies new IT ticketing system for the department. Analyzed, tracked, and presented team and department stats to managers and directors. Consulted on strategic alignment for the department. Key contributor for interview process and recommendation of new hires.

Organized golf events for 500 plus members at local and regional golf courses. Partnered with local business in relationship to sponsorship for group website and golf outings. Processed member applications. Maintained the group website. Conducted event coordinator meetings.

Albuquerque, Nm, Us

Provide desk side support to employees and contractors, ensuring that computer equipment was operating as defined by corporate guidelines and security policies. Consulted with customers regarding new computer hardware, software, and infrastructure design while maintaining a stable computer environment. Managed and coordinated moves and office relocations in regards to computer related equipment. Completed computer builds and replacements based on the customer requirements while following corporate process and polices

Manage staff engaged in production support and troubleshooting for mission critical desktop and network hardware. Monitor system performance to preempt issues; collaborate with impacted user groups and third-party vendors to resolve production slowdowns and stoppages. Optimize network and application performance via continuing tuning. Create and distribute periodic performance reports. Install and configure servers, routers, racks, patch panels, cabling, and desktop hardware. Coordinate moves and migrations with interdisciplinary functional staff, IT, and vendors. Test hardware and software functionality and compatibility. Deploy upgrades, patches, and hot fixes to applications and operating systems. Administer backups and system recovery. Track and monitor hardware inventory. Train and mentor junior staff in support practices.

Desktop Support Representative (2006 – 2007)Provided rapid response remote and onsite troubleshooting for desktop and networked systems equipment. Built, repaired, and upgrade PC equipment. Installed cabling, servers, switches, and routers. Prepared quotes and ordered new equipment. Represented department during change control meetings. Partnered with IT staff to indentify and implement procedural improvements.Technical Support Supervisor (2005 – 2006)Led helpdesk staff providing support to state employees for application, hardware, network, and account administration issues. Assigned work schedules and monitored team progress. Created project plans for rollout of new hardware. Prepared and distributed performance reports. Evaluated and disciplined staff.Technical Support Representative (2004 – 2005)Installed, configured, troubleshot, and repaired user hardware and software aligned with requirements for turnaround and organizational standards for excellence. Racked switches and routers; tested hardware and software compatibility. Reported and escalated major issues to management.

Master Of Business Administration - Mba, Management Information Systems And Services

Bba, Mis