ALLEN JORDAN CASTRO-PATTERSON

Information Technology Operations Manager

CohnReznick LLP

Parsippany

08.2017 - Current

Lead IT hardware deployment strategy across 25+ office locations, supporting 3,000+ employees nationwide
Identified opportunity to in-house mobility services, with potential to eliminate $540K in annual vendor costs
Directed end-to-end deployment of 1,700+ laptops and 2,600+ devices, streamlining onboarding, break/fix, and refresh cycles
Spearheaded the transition of asset management operations to ServiceNow, improving tracking accuracy and IT inventory efficiency
Created scalable processes for data backup, redistribution, and e-waste, ensuring compliance and sustainability
Developed and implemented career growth plans for 4 direct reports, improving retention and skill development
Generated cost credits of $2,150+ through mobility e-cycling and proposed savings plan to cut an additional $6,900+ monthly
Partnered with PMO to upgrade 1,500+ laptops across firmwide teams in 2022 and 2023
IT Technical Lead
Assisted with the supervision of day-to-day operations which may include:
Communicating challenges, evaluations, and corrective actions
Clearly communicate escalated issues to management as needed
Report on all incoming technical support inquiries i.e., on/off-boarding and break/fix
Ensure that all customer inquiries and issues are solved correctly and, in a prompt, and professional manner
Implemented any necessary preventive measures to reduce customer faults and issues
Assist with reviewing all CDC support related processes and documentation for continuous improvement
Act as the escalation point for difficult calls or tickets escalated by our colleagues.
Act as a liaison to other technology teams on behalf of the Central Distribution Center as needed.
Assist Deployment Center Technicians in providing first line support when workloads are high, or where additional experience is required.
Collaborate and engage with the Central Distribution Center team daily.
Provided coverage for the Central Distribution Center Manager when required
Represented the Central Distribution Center at meetings when required.
Work with the Central Distribution Center Manager to ensure that staffing and skill levels are maintained throughout operational hours.