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Work Background
WILLISTON ENTERPRISE SOLUTIONS & TECHNOLOGY, LLCHelp Desk/Desktop Support Manager
Oct. 2015 - Aug. 2022Glendale, AZSummary
Information Technology Professional Manager: Desktop Services Manager with experience being a working manager supporting clients with a team of technicians. Leader in developing desktop technicians into sound technicians with skills to move onto the next level. Successfully assisted in promoting members of the desktop team to systems engineers. Big picture leader with an eye toward how the customer experience with first level desktop support representing the ITSM framework. Also, the touchpoint for end users and customers to the I.T. Department and often to the larger company/corporation. Supervised remotely 13 technicians across the United States.
Experience
10/2015 – 08/2022
Desktop Support Manager • WEST – Williston Enterprise Solutions & Technologies (part of the Williston Financial Group of Companies)
Position Functions/Duties: • Proficient in ITIL4 framework.
• Converted existing Kace (prior to Quest acquisition) help desk to Service Now.
• Performed monthly one on one meetings with each desktop tech.
• Performed bi-weekly desktop support Zoom meetings with entire team.
• Performed annual reviews to help guide desktop technicians in their career objectives and performance within their position.
• Worked with Purchasing department and vendor to standardize desktop and laptop procurements.
• Assisted with risk management for company wide I.T. projects
• Proficient in ITIL and IT Service Management concepts
• Revamped the help desk to accommodate the growth of the company and in a means toward better distributing workload to a team of 13 technicians
• Change Advisory Board Member
WFG National Title subcontracted via Glendale I.T. Services, LLCSr. Systems Engineer & Special Projects
Jan. 2010 - Oct. 2015Glendale, Arizona, United StatesDesktop Support Technician & Special projects Williston Financial Group of Companies (WFG National Title)
Position Functions/Duties: • Proficient in all Microsoft Office Products:
Microsoft Outlook
Microsoft Word
Microsoft Excel
Microsoft PowerPoint
Microsoft Project
SharePoint
Active Directory
Office 365 Management
PowerShell Scripts
Group Policies
• Mobile phone support
• Software Thin Clients
Glendale IT Services, LLCOwner
Sep. 2008 - Oct. 2015Gendale, AZOwner/Operator Glendale I.T. Services, LLC
Started my own managed services company offering: • Microsoft Online Services Support (prior to Microsoft implementing Office 365).
• Included Cloud Based help desk where customers could email in support tickets.
• Provided support to several industries including but not limited to: Dentistry, Law firms, and Title Insurance industry.
• Proficient in all Microsoft Office Products:
Microsoft Outlook
Microsoft Word
Microsoft Excel
Microsoft PowerPoint
Microsoft Project
SharePoint
Active Directory
PowerShell Scripts
Group Policies
First American TitleSr. Systems Engineer
Nov. 2005 - Dec. 2007
Untied General Title (purchased by First American Title Insurance)Management Information Systems Specialist
Oct. 2004 - Aug. 2007Irvine, CA and Glendale, AZ• Supported end users with all incidents and worked with all I.T. teams on problem management for recurring incidents.
• Updated websites with outage reports, and when available utilized email to update end users and/or management on company-wide outages (problems).
• Some incidents/problems included network and/or power outages.
• Joined I.T. meetings to solve problems and identify root causes.
• Assisted with merging United General Title applications, systems and email into First American’s existing systems.
• Supported the Microsoft Product Line including:
Microsoft Outlook
Microsoft Word
Microsoft Excel
Microsoft PowerPoint
Microsoft Project
SharePoint
Active Directory
PowerShell Scripts
Window Server 2000 – 2003 Group Policies
Fidelity National FinancialSr. Systems Administrator
Oct. 2004 - Oct. 2005LSI -- A Division of FNF
First American TitleSr. Systems Engineer/Director of Information Technology
Oct. 2001 - Sep. 2003
Western Medical CenterDesktop Support Info Technology
Jan. 1992 - Dec. 1997
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