Team lead for three-person first point of contact UNIX team, taking phone calls from computer end users and management at all levels.

• Logged information, perform initial problem diagnosis, dispatch to hardware, network, and other computer support teams.

• Performed initial problem diagnosis, troubleshooting and high-level UNIX system administration, including cancellation of print jobs, termination of processes, and system reboots.

• Performed security checks on users who requested password resets.

• Managed escalation for all UNIX issues at Long Beach and certain off-site locations as required.

• Trained all new department help desk staff.

• Wrote help desk documents for department internal use.

• Handled special problems including arranging on-site meets and coordinating communication between hardware and network teams, system administrators and management.

• Mentored peers.

Special projects:

• Project coordinator and point of contact for C17 program UNIX O/S upgrade (360 machines)

• Consolidation of St. Louis and Southern California help desks (Military): responsible for coordination and training on the UNIX side.

• Represented IBM for special project consolidating five Boeing UNIX help-desks in Southern California (including RocketDyne Division, International Space Station, NASA Space Shuttle,

• Boeing Delta and other projects).

• Represented UNIX department for various projects including IBM/Boeing Processes and Procedures team.

• Participated in special projects including inventory and testing a new phone system and a new problem management system.

• Facilitated implementation of department ISO 9000 compliance.

I was part of 3-person team (4 if you counted my manager). We provided on-site and remote desktop support for 500+ users at the Kelley Blue Book HQ campus. This included employee hiring/disconnects, account changes, and moves. Also support of Windows, Apple macOS/iOS, mobile devices (including Android, iPhone, tablets, etc.), and peripherals (including printers, faxes, copiers, etc.). Addressed malware and virus problems, and performed firmware/software checks and updates. Also performed routine system administration tasks using Microsoft Active Directory, Exchange, and SharePoint. Also added and removed WebEx users.

• Deployed (and tested) all new-hire equipment (computers, phone, and peripherals) at least one day ahead of schedule, ensuring employee productivity on first day on the job.

• Used active listening to calm users during company wide outages (or after personal computer failures), giving engineers chance to fix problems.

• Served on Emergency Response Team (volunteer position), resulting in appointment as incident commander for 1 of 3 buildings at Irvine campus responsible for approximately 200 people.

• Served on Add / Move / Change (AMC) intra-departmental team (volunteer position), working hand-in-hand with Facilities and HR to execute smooth employee on-boarding, off-boarding, change of status (i.e., name change, department / title change, etc.), and moves.

• Documented or edited procedures (and made videos) for internal department and company wide consumption, eliminating need to hire additional IT staff.

• Solved problems with sense of urgency, leading to 2013 Core Value Award ("In recognition of exceptional achievement in modeling Kelley Blue Book's core value of teamwork"). Selected to sit on Core Value Nominating Committee for 2 years.

• Participated in move of company HQ to new location, limiting downtime to 2 days.

• Tested and configured workstations during Exchange migration (2010 to 365), and Active Directory tenant consolidation, resulting in more efficient communication and collaboration between teams and business units within company.