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Director/Manager of IT support services

Work Experience

EXPERIENCE

01/00 - Present
Technology Integration Group, Cupertino, CA
Hewlett Packard
Regional Customer Support Manager (North America)

• Managed 11 North American sites with 150+ employees, 12 site leads, and a Regional Senior Engineer
• Implemented several large scale technology and organizational transitions, working closely with HP management.
• Managed and maintained critical operation metric and database reporting within HP’s Call Tracking system, Remedy BLT.
• Maintained and exceed a client customer satisfaction rating of 90% on a consistent and regular basis
• Maintained and constantly improve customer relations with our contracted company.
• Handle all escalations and provide a timely resolution to the problem.
• Maintained a turn around time schedule of 100%
• Managed and oversaw additional Local Operations contracts, including high visibility functions such as the Hewlett Packard Corporate Briefing and Technology Center.
• Responsible for all aspects of billing and budgetary functions
• Quarterly presentations provided to HP encompassing service evaluation, root cause analysis, and new initiative proposals.
• Responsible for all recruitment, hiring, ongoing development and separation of staff
• Oversaw the generation, maintenance and management of all confidential human resources records for local staff members
• TQRDCE (technology,quality,responsiveness,delivery,cost,environment/safety) rating of 3.5 of a possible 4.0; one of the highest marks given to a vendor within Hewlett Packard’s support operations.
• Logistic and procurement management, which entails assisting in the development of our hardware ordering and inventory database. Maintaining and ordering within Hewlett-Packards guidelines and budgetary restraints.


08/99–12/99
Technology Integration Group, Santa Clara, CA
Hewlett Packard
Site Assistant Manager/Project Manager

• Managed 18 technicians split between three contracted sites
• Oversaw daily operations supporting 1,200+ clients and 3,000+ PC’s and Laptops
• Responsible for all recruitment, hiring, ongoing development and separation of staff
• Handled all escalation and provide a timely resolution to the problems
• Maintained vacation and PTO schedule for all staff members
• Managed all projects affiliated with HP and TIG
• Wrote and maintained all Project Proposals, project scopes, budgetary restraints and milestones

08/98–8/99
Technology Integration Group, Santa Clara, CA
Hewlett Packard
IT Site Technician


• Responsible for all client requests that are pertinent to multiple operating systems, supported desktop applications, hardware troubleshooting and diagnosis, and PC repair.

• Laptop/PC setup and configuration, troubleshooting and diagnosis, in home setup and repair including troubleshooting of remote access lines including analogue, DSL, and ISDN type connections. I assisted in training our clients to better understand and successfully troubleshoot common problems they might encounter while traveling internationally.

• Able to assist clients in varying subjects including: Operating Systems NT 4.0, Win2000, Windows 98, and Windows 95, Microsoft Office Suite (Office 97 and Office 2000), specific business applications used by our clients (in-house developed applications), and basic HTML and internet technologies pertaining to Internet Explorer and Netscape browsers.

• Install, configure, and setup desktop and laptop systems for use in our supported environment.
• Install, configure, setup, and if needed, troubleshoot NT Servers.
• Performed MS Outlook client and server configurations, installations, and troubleshooting.
• Was able to remote troubleshoot via phone or by utilizing third party applications such as PC Anywhere.



SUSAN ROCHA
EDUCATION


1997
Institute for Business Performance
• Networking Essentials
• Supporting MS Windows
• Admin MS Windows NT 4.0
• Supporting Windows NT Core Technologies
• Internet Working TCP/IP on NT 4.0
• Supporting NT Server Enterprise
• Core Technologies of Exchange Server


1977-1982
Evergreen College
• General Education
• AA – Nursing
• BS – Business Administration

CERTIFICATIONS

• MS Win 2K Server Administration – Brainbench
• MS Win 2K Desktop Administration - Brainbench

• Currently on track for A+, Unix, and in the process of re-certifying to meet the new Microsoft standards for Windows 2000 MCSE and XP Track.


REFERENCES

Lester Farley 208-396-2750

Education

SUSAN ROCHA
EDUCATION


1997
Institute for Business Performance
• Networking Essentials
• Supporting MS Windows
• Admin MS Windows NT 4.0
• Supporting Windows NT Core Technologies
• Internet Working TCP/IP on NT 4.0
• Supporting NT Server Enterprise
• Core Technologies of Exchange Server


1977-1982
Evergreen College
• General Education
• AA – Nursing
• BS – Business Administration

CERTIFICATIONS

• MS Win 2K Server Administration – Brainbench
• MS Win 2K Desktop Administration - Brainbench

• Currently on track for A+, Unix, and in the process of re-certifying to meet the new Microsoft standards for Windows 2000 MCSE and XP Track.

Languages

English

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