My Resume'

IT LEADERSHIP PROFESSIONAL

Results-driven IT manager with over 20 years of experience leading technology operations, service delivery, and digital strategic IT initiatives for Fortune 100/500 companies, federal/state government entities, and educational institutions. Proven consultation expertise in designing technology support environments, streamlining processes, building high-performing teams, and delivering technology solutions aligned with business and departmental goals. Recognized for fostering innovation, operational excellence, and collaboration across diverse organizational landscapes.

CORE COMPETENCIES

● Team Development & Talent Management
● Vendor Management & Contract Negotiations
● IT Infrastructure Design & Systems Integration
● Digital transformation and Strategic IT Planning & Execution
● IT Service Management (ITSM) & SLA Optimization
● Change Management & Cultural Transformation
● Budget Management & Cost Optimization
● Business Process Automation & Optimization

PROFESSIONAL EXPERIENCE

CALIFORNIA STATE UNIVERSITY FRESNO, State College / University, Fresno CA. 2018 to Present
Technology Service Desk Lead – Technology Services
● Directed IT service desk operations for a 32,000-user environment, managing end-to-end IT service delivery, support workflows, and escalation processes.
● Established ITSM policies, SLA/OLA standards, and customer-focused KPIs, driving a 30% improvement in resolution times and end-user satisfaction.
● Spearheaded technology adoption and process re-engineering, creating seamless integration between departments and enhancing service transparency.
● Oversaw the design and implementation team and production management of a centralized CRM and ticketing system Knowledge base, optimizing service desk operations as well as being the information back bone for the department technical support A.I.
● Mentor, coach and develop team members to ensure they are providing the best possible service to end users to include, soft skills, technical skills and strategic planning.
● Provided strategic guidance to university leadership, developing IT strategies that aligned with institutional goals and enhanced technology infrastructure.

CALIFORNIA STATE UNIVERSITY FRESNO, State College / University, Fresno CA. 2014 to 2018
Information Technology Liaison – Jordan College of Ag. Sciences and Technology
● Directed IT operations for the college, ensuring alignment with campus-wide technology strategies and improving operational efficiency.
● Restructured support operations, reducing ticket backlog by 80% through a proactive SLA approach and targeted resource allocation.
● Managed a $185,000 IT budget, deploying scalable and just-in-time solutions to minimize downtime and meet evolving user needs.
● Implemented comprehensive training programs to up-skill IT staff, resulting in a consistent and high-quality end-user experience.
● Designed and executed system improvements, enhancing the reliability and scalability of core IT services.
● Consulted with the Faculty on department technology innovation grants resulting in over $600K in total awarded funds.

APOLLO EDUCATION GROUP, $3.6 billion Private Educational Institution, Fresno CA. 2012 to 2014
Site Technical Support Specialist
● Oversaw IT operations across three campuses, managing infrastructure, service desk teams, and technology initiatives.
● Standardized support processes and unified campus infrastructures, achieving a 25% increase in systems up-time and user productivity.
● Negotiated vendor contracts to secure cost-effective solutions, delivering significant operational savings.
● Launched an internal knowledge base, streamlining tier-one issue resolution and enabling faster triage for complex problems.
● Led change management efforts for system upgrades, ensuring minimal disruption and high user adoption.

UNITED STATES DISTRICT COURTS, US Federal Government Judiciary Branch, Fresno CA. 2011 to 2012
Technical Support Specialist Consultant
● Directed IT support for judiciary operations, managing technology resources for federal judges, magistrate judges, clerks, and Federal Court operational staff.
● Led OS migration projects, overseeing deployment strategies and end-user training to ensure seamless transitions.
● Established trust-based relationships with key stakeholders, delivering customized IT solutions within stringent timelines and budgets.
● Achieved cost savings through tailored Ipad system upgrades for federal judges, courtroom bench PC systems reducing technical support dependency.

SCHNEIDER ELECTRIC, (Pelco) $24 billion Fortune 500 Technology Company, Clovis CA., 2006 to 2010
Lead - Desktop Support Analyst
● Managed global IT service desk operations, supporting 24/7 technology services for an international worldwide user base.
● Reengineered workflows and automated repetitive tasks, cutting response times by 60% and improving service efficiency.
● Partnered with cross-functional teams, department PMO staff and C-Level stakeholders to align IT infrastructure initiatives with corporate objectives, driving operational improvements.
● Delivered training programs and standardized procedures, elevating team performance and reducing service disruptions.

PELCO, $400 million Security and Surveillance Systems Company, Clovis CA. 2002 to 2006
Desktop Support Technician III
● Led Tier 1 and Tier 2 support teams, implementing best practices and reducing ticket resolution times.
● Developed scalable solutions for hardware and software upgrades, ensuring seamless integration across departments.
● Built a robust knowledge base, enabling faster problem resolution and empowering users with self-help resources.
● Trained and coached internal staff, end users and provided triage level technical support to local and international users and employees.

MICROSOFT, $89 billion Multinational Technology Company, Redmond / Liberty Lake WA. 1999 to 2002
Helpdesk Support Technician Windows 98 and Microsoft Gaming departments.
● Provided front-line support for Microsoft product lines in both productivity and gaming software, resolving complex issues and enhancing customer experiences.
● Partnered with engineering teams to test and refine product designs, contributing to higher-quality releases.
● Authored and updated knowledge base content, accelerating support resolution rates across teams.
● Pilot group for new gaming hardware and/or software on release schedule. Collaborated with engineers on any needed suggested changes resulting in a more streamlined product on initial release.
● Collaboration with major Security Software companies resulting in repair solutions that decrease end user downtime or mitigate infection.

EDUCATION

• B.A. Interdisciplinary Studies: Applied Organizational Psychology and Technology Leadership - 2026 - Cal Poly Humboldt
• Minor Psychology – 2026 - Cal Poly Humboldt
• A.S. Psychology - Dec. 2023 - Lake Tahoe Community College

ACHIEVEMENTS & PROJECT HIGHLIGHTS

• Designed the integration and workflow process for customer support Artificial Intelligence using ingested department CRM knowledge base files.
• Transitioned 15 COLO servers to a virtual environment, saving $30K annually.
• FAA Certified Private Pilot (2013) – S.E.L. / H.P. / Complex
• Transitioned 15 COLO servers to a virtual environment, saving $30K annually.
• Implemented the 1^st cloud-based PCI/EMV- compliant systems for university POS operations.
• Leadership Certificate – CSU Fresno Technology Services Leadership Cohort.
• Presenter, CalState Tech Connect: Social Style Awareness in Training (2020).
• Advanced training in DiSC, Emergenetics, and EQ-based management coaching.
• Guest lecturer Industrial Technology – PC hardware software and networking systems.