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.
• 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.
• 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.
• 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