Manager Help Desk Support in Jacksonville FL Resume Joe Teira

Joe Teira

[email protected]

        

http://www.linkedin.com/in/joeteira/

Overview Computer Professional with experience in positions of extraordinary responsibility demanding sound judgment and decision making. Outstanding customer relations, customer satisfaction, and motivation of others Exceptional concierge IT Support for Executives Integrates analysis with common sense. Personable and professional Establishes lasting business relationships with customers, subordinates, and peers Highly motivated, skilled in multi user systems within the network environment, complex system problem solving and advocating change toward improvements Effective at managing people, instructing others IOS and OSX system support A+, MCP, MCP+I, MCSE certifications Experience

Fanatics Inc. – Jacksonville Florida Production Supervisor 3/1/13 – 2/10/2015        

Ensure that daily tasks, deadlines and daily production goals are met Provide direction, training and support to production Team leads Ensure that staffing levels are appropriate for current and projected workloads Perform performance reviews and corrective action when necessary Identify performance and expectation gaps and facilitate resolution Manage equipment use, maintenance, modification and procurement Created and implemented new procedures and facility layout changes for Peak 2013 resulting in greater efficiency and output. Liaison for any IT support or IT operation issues

Fanatics INC – Jacksonville Florida Pre-Production Dept. Manager 9/24/12 – 3/1/13  Created SOP on procedure for product creation, operation of cutters, quality control, receiving and inventory.  Created cut room personnel role and responsibility definitions  Identified personnel to put in lead positions, trained and coached same  Redesigned the physical layout of the cut room to accommodate efficient work flow and increased throughput. Results: During Peak season the cut room was never an issue providing a quality product ahead of schedule. Formerly staffed with five people I reduced to three per shift and is now staffed with only two people that do more work faster and better than the original five. I have also been responsible for re-allocating staff as needed to work on different teams as needed, Any I.T. support/troubleshooting, CAD and the demand made program problem isolation/testing, equipment repair/troubleshooting/recommendations and upgrades.

PSS World Medical - Jacksonville, Florida Ecommerce Support Manager June 2006 – November 2011  Management of the Tier 1 & 2 helpdesk support team (12 direct reports) and mobile computing Lab  Volume of 700-800 calls per day from Sales reps throughout the country  Support for Dell Laptops, VPN, iOS and OSX, hardware and Android mobile devices  Executive Support for PSS Directors, CIO, CEO, CFO, VP’s and President of PSSWM  Responsible for Team production goals and project deadlines  Developed procedures and operating standards for Support Team  Data analysis of call tickets, phone system and server performance  Monitor Helpdesk call management systems and metric assessments  Build and maintain solid relationships with vendors and key players  Drive customer satisfaction through ITIL compliant process improvement and Lean initiatives  Set guidelines and supervise Software and hardware deployments, upgrades, repair  Identification of issues or trends warranting escalation to other Support Teams  Monitor Citrix XenApp migration issues and tickets  Communications to PSS remote users; alerts, advisories, announcements  Employee evaluations and staffing PSS World Medical - Jacksonville, Florida Enterprise Network Administrator Feb 2001 –June 2006    

Provide national technical advice and operational support- hands on daily basis Administer exchange email and system accounts, troubleshoot and resolve workstation and network issues, equipment upgrades, deployments and monitor customer satisfaction. Admin Citrix desktop and published apps Manage and maintain network of Alpha Micro computer systems in 45 company branches, including emergency repair, deployment and relocation.

Alpha Microsystem - Santa Ana, CA Engineer in Charge 1985 – 2001  Managed field service operations for the Southeastern District growing the business from two local offices into eight Branch offices in Fl, GA, Southern Texas and the Carolinas.  Field service operations consisted of 15-18 direct reports, all technical resources in field  Handled technical resolve from tier 1 issues to complete infrastructure overhauls  Industry focus ranged from healthcare, medical, retail, and more  Common client size was SMB- averaging 2-30 end users to up to 100+ at some large sites  Worked mainly with Windows but also IBM environments  District profit margin consistently highest nationwide  Maintained networks and systems for large customer and VAR base  Wrote and sold service maintenance and support contracts  Responsible for budgeting, P&L, staffing eight offices, employee training, part dispersements and inventory levels.  Innovated regional dispatch system for field service calls  Coordinated and instructed regional training on hardware troubleshooting, new products, operating system, customer relations, and company guidelines.