A customer focused IT professional providing world class support to business and technology partners with servant leadership ideals. Experienced in mentoring and developing technical skills, leading by example with values-based decisions. A "Can Do" attitude willing to work together with IT peers and customers. Provides a level of support exceeding expectations by being proactive, anticipating needs and working to a timely solution.
Lead IT Campus TechnicianJan 2005 - Jun 2014 Apollo Education GroupSan Diego, CA
Led, supervised and mentored technical support services for IT peers, staff, faculty and students for the University of Phoenix campuses located in the Pacific Southwest territory.
This included the planning, installation and maintenance of desktop hardware, peripheral devices and local IT infrastructure.
Responsible for on-site desktop support and maintenance of local IT systems including VoIP phones, Multi-function printers, and A/V classroom environment support.
IT Project management for site builds or moves of University of Phoenix campuses in multiple California, Arizona and Hawaii locations.
Asset Management and responsible for quarterly full inventory audits with industry standard asset disposal.
IT peer leadership, mentorship and technical escalation for 15+ field technicians in greater San Diego, Southern CA, Central CA, Arizona and Hawaii.
Personal Student Resource Center support for various student IT needs without hands on laptop/PC manipulation.
Executive/Vice President concierge IT support.
Gateway Program Site ManagerJan 2003 - Jan 2004 Sutherland Global ServicesSan Diego, CA
Responsible for all aspects of the helpdesk project including budgeting, staffing, quality assurance, scheduling, and direct client interface.
Oversaw San Diego's on-site task force of 300+ employees by focusing on supporting quality agent performance through data analysis and workforce management strategy.
Teamed with Human Resources to revise hiring practices to recruit highly qualified employees.
Lead Workforce Management for the organization's three national Call Centers.
Traveled and launched Canadian call center operations to provide better cost solutions to client.
Compaq Helpdesk Senior SupervisorJan 2001 - Jan 2003
Analyzed workflow and assigned scheduled work to meet priorities and goals.
Met with the client, department heads, supervisors, team leaders and others to solicit cooperation and resolve problems.
Examined workforce needs and participated in staffing decisions.
Implemented Team Building promotional activities that assisted in the success of up-selling techniques that increased revenue while reducing costs.
Assisted company's first off-shore technical support operation in India.
Served on UEI and ACT educational institution's Employer Board & Council.
DirecTV Help Desk Team LeaderJan 2000 - Jan 2001
Provided DSL technical assistance to a staff up to 50 helpdesk agents, assisting with escalated calls and first call resolution.
Monitored agents to maintain quality standards.
Knowledge of CRM tools, Siebel, Remedy, E-Assist, and Clarify.
Proactive floor support to maintain 15-17 minute handle times with two minute Average Speed of answer.
Developed training materials and procedures, and conducted training programs.
Coached agent technical troubleshooting techniques and customer service skills.
B.S: Business Management1 2007 University of PhoenixSan Diego, CA Business Management
The curriculum emphasizes performance systems, employment law, marketing and public relations, financial analysis, global business strategies, and quality management. Certificates CompTIA.org Career ID: COMP001020075842 Certificate, A+ Certified (2009 Edition & CE) 2011 Certificate, N+ Certified (CE) 2011 :
Certificate: Computer Engineering Technology1 1999 Coleman CollegeSan Diego, CA GPA: GPA: 3.8 Cum Laude graduate.Computer Engineering Technology GPA: 3.8 Cum Laude graduate. Program focuses on hardware, networks, diagnoses and repair of PCs, and installation and maintenance of local area networks.
A+ Certified, Asset Management, budgeting, business strategies, call center, Clarify, CA, hardware, Council, CRM, client, customer service skills, data analysis, DSL, financial analysis, hiring, Human Resources, inventory, IT Project management, local area networks, Team Building, leadership, law, marketing, networks, printers, public relations, quality, quality assurance, quality management, selling, San, scheduling, Siebel, staffing, strategy, technical support, desktop support, technical assistance, phones, training materials, training programs, troubleshooting, VoIP, workflow