Will Roberts Email & Phone Number

Overseeing IT, security & cloud technologies at security software development company for private, government and defense industries.

San Diego, California

Leading four out of five Information Technology teams covering Systems and Security, Infrastructure, IT Purchasing, and both Applications & Technology Help Desk for 1,600 employees across 400 sites. Promoted to the current position and acted as interim VP of IT for six months. Transformed the team, technologies, and reputation becoming more aligned with the business. Most recent successes:• Implemented new security systems, simulated attacks, and training program significantly reducing risk.• Increased accountability and transparency by implementing SLAs for the first time in company’s history.• Overhauled infrastructure to hybrid cloud solution with multi-site disaster recovery and high availability.• Significantly improved collaboration, and reduced cost by over $1M, by moving to Office 365 including telephony for the corporate and regional offices.

Greater San Diego Area

Information Technology consulting executive filling numerous roles including Virtual CIO interacting with business owners, Sales, Project Manager, and Implementation Engineer. Visiting numerous clients each day switching from developing strategic roadmaps to maintaining servers, patching applications and deploying new technologies. Refreshed tech skills and hands-on experience.• Increased brand loyalty; client attrition decreased from 30% to 2%.• Improved up-time to 99.99% by developing virtualization and cloud solutions that also saved clients more than 20% in annual IT costs.• Redesigned and implemented IT infrastructures for numerous businesses in the San Diego region.• Implemented Office 365 for a dozen different organizations to streamline collaboration.

San Diego, Ca

Led two teams covering the following areas/technologies: desktops, laptops, mobile devices, VoIP telephony, audio-video devices and off-site executive events.• Exceeded KPI goals, some by as much as 150%, by automating many tasks and restructuring the teams.• Reduced recurring incident types by nearly 60% on average by creating a “Top 10” system to identify and remove the most common types of issues.• Improved onboarding process from an average of more than ten days to just five business days.• Implemented highly regarded metrics and reporting system for use internally and to executive circle.

Mountain View, Ca

Led 3 Information Technology consulting teams including Help Desk, Operations and On-Site Support Services ensuring all KPI and SLA were being met or exceeded. Aided in pre-sales engagements with potential clients and strategic planning.• Decreased response time on alerts by over 300% resulting in increased system uptime to >99%.• Greatly improved KPI, most notably SLA compliance and customer satisfaction, by replacing and refining most internal processes.• Developed detailed metrics to track departmental and individual performance indicators as well as predictive modeling for improved resource utilization.

Mountain View, Ca

Managing desktop support, mobility, audio/video teleconferencing for all locations west of the Mississippi River. Coordinated closely with Eastern US, EMEA and APAC leadership teams to offer consistent services globally.• Transformed reputation of department going from a 33% customer satisfaction rating to over 95% within just the first year.• Improved SLA compliance to above 99% compliance, an improvement of 20%, by implementing components of the ITIL framework.• Hosted quarterly technology luncheons with executive admin staff to discuss new offerings as well as to keep abreast of corporate initiatives outside of IT.

San Diego, Ca

Took on role as manager of multi-site help desk team covering all U.S. operations.• Through preventative maintenance and root cause analysis reduced ticket volume by 50% even with organization growing in size each year.• Added staff in different time zone to increase our support hours without increasing cost. Maintained high customer satisfaction rating.• Proposed and had approved green initiative to reduce electricity used, heat generated and create cost savings by $40,000 in electricity costs alone each year.

Bachelors Of Science, Information Technology Management

final year transfer from San Jose State University.

Ge+Upper Division, Business Management