Bruce Dale
San Diego,CA
Summary
Dynamic IT Support Manager with a proven track record at Callaway Golf Company, excelling in incident management and team mentoring. Achieved SLA compliance improvements from 65% to nearly 90%, while enhancing customer satisfaction through effective problem resolution and documentation creation. Adept at facilitating remote support and nurturing effective vendor collaborations
Overview
25
25
years of professional experience
1
1
Certification
Work History
Service Desk Supervisor
Callaway Golf Company - TCBrands
06.2017 - Current
- Effectively manage a team of six IT support staff responsible for a global organization of over 2,500 employees.
- Accountable for supervising day-to-day functions and ticket flow.
- Responsible for meeting SLA agreements by actively monitoring and reporting on ticket status.
- Strive to provide the best customer service possible.
- Efficiently triage and process tickets to the appropriate team members.
- Mentor and educate my team by providing guidance on how to handle situations appropriately.
- Collectedly address escalated issues from a result of technical difficulty or troubled customers.
- Monitor and run metric reports for weekly and monthly performance.
- Accurately create email and AD accounts.
- Create SOP documentation for applications to ensure accurate triaging.
- Remote customer support.
- Working closely with our vendors to ensure best pricing and delivery.
- Working closely with our Cellular carriers to provide the best service and pricing.
- Work remotely to support offices in China, Vietnam, and Korea time zones.
- Traveled to India so I could provide on-site training to the new Service Desk.
Help Desk Support Supervisor
Guild Mortgage Company (contracted from Robert Half)
09.2016 - 06.2017
- Managed a team of five helpdesk support staff covering over 200 offices with over 4,000 employees.
- Responsible for supervising day-to-day hardware, software and AD account issues with employees and customers.
- Responsible for assigning tickets to the proper teams based on the needs of the customer.
- Handled escalated issues from employees and customers.
- Ran weekly and monthly metric reports in a timely, recurring manner.
- Worked closely with the Networking, Administrative Access, District and Regional Administrators.
- Responsible for training and mentoring of the helpdesk staff.
- Supervised call handling in a fast-paced environment.
- Assisted in answering calls if the volume reached a certain level.
Desktop Support Supervisor
Ashford University (contracted from Dataprise)
09.2015 - 09.2016
- Managed a team of seven desktop support staff covering two campuses with over 3,000 customers/users.
- Responsible for managing day-to-day desktop issues.
- Maintained standard resolutions within company SLA standards (90%+).
- Improved the moral and performance of the desktop support team with pride of ownership and mentoring for each team member.
- Responsible for a drastic improvement of SLA percentages, starting at 65% to nearly 90%.
- Supported end users during the migration to Office 365.
- Managed several hardware, software and printer upgrade projects.
- Recommended hardware and software to improve performance and efficiency resulting in a higher ROI.
- Responsible for the overall improvement in positive customer experience.
- Reduced stale tickets in the queue by nearly 90%.
- Used best practices through ServiceNow to work closely with stakeholders to achieve the best possible customer service and results.
IT Support Manager
Impeto Medical / Sudoscan
08.2013 - 07.2015
- Managed IT Support for internal and national customers using a proprietary medical device with a proprietary software application.
- Responsible for managing day-to-day operations of IT Support.
- Maintained the upmost customer support by providing timely responses and resolutions using remote access.
- Procured and maintained all in-house hardware (servers, laptops, printers, phone, etc.).
- Created and maintained the company website using MS Expressions, including regulating SEO standards for superior web presence.
- Routinely prepared weekly, monthly and annual metric reports on hardware, software and general service requests.
- Worked with nationwide, multi-cultural medical offices, hospitals and physicians.
Regional Desktop Support Lead (Manager)
TRC Solutions Inc.
10.2006 - 05.2013
- Managed seven desktop support technicians throughout the Western and Central regions of the United States, covering 70 locations, 1000+ systems and customers.
- Responsible for prioritizing and assigning work orders using Altiris ticketing system to better meet SLA.
- Recommended hardware and software upgrades based on ROI.
- Worked closely with regional and national management to assure the best possible customer support in regard to schedules and employee locations.
- Managed inventory and asset tracking, control and monitoring across all locations.
- Worked closely with stakeholders to improve best practices (ITIL).
- Carefully reviewed weekly and monthly metric reporting.
- Held weekly team meetings to discuss outstanding issues for quicker resolution.
- Conscientiously composed annual employee reviews.
- Recommend training to improve customer relations and support.
Desktop Support Supervisor
Saddleback Memorial Medical Center
06.2004 - 10.2006
- Managed seven desktop support technicians in a 2000+ computer / 2300+ user environment covering two major campuses and five satellite locations.
- Provided 24/7 x 365 support for a fast-paced hospital environment.
- Knowledgeable with HIPPA security requirements.
- Responsible for assigning tickets using Track-It!.
- Proactively tracked inventory to ensure ICU, ER and Pediatric ICU always had backup storage. Immediate hardware replacement was imperative in these high-risk departments.
- Resolved customer support issues quickly and to the customers satisfaction.
- Responsible for advocating new software applications and hardware.
- Assisted executive staff with all technical issues.
- Correctly provided monthly reporting of all desktop metrics.
- Promptly resolved escalated issues.
Senior IT Helpdesk Support Specialist III
GNF (Genomics Division of the Novartis Research Foundation)
03.2003 - 06.2004
- Managed five helpdesk support people in a 600+ user environment.
- Coordinated the upgrade of over 500 PCs from Win 2K to XP and AD, and Office 2K to Office XP.
- Logically acquired quotes for all hardware and software for the institute.
- Maintained inventory of loaner desktops and laptops.
- Responsible for reviewing all open work orders on a daily basis.
- Single point of contact at helpdesk for executive staff.
PC Technician, Systems Administrator, Technical Operations Manager
CompuSource
03.2000 - 01.2003
- Managed all technical aspects and provided computer support to the staff.
- Built computers for use in corporate, educational and government environments.
- Provided hardware, break fix, and software support to management, sales staff, purchasing and accounting departments.
- Troubleshoot and repair computer software systems (operating systems & applications) and hardware systems (servers, desktops & notebooks).
- Performed on-site setup and configuration of LANs in a timely manner.
- Proactively worked with several local schools to initiate a remarkably successful high school apprenticeship program for underprivileged students.
Education
Some College (No Degree) - Information Technology
Los Angeles Valley College
Van Nuys02-2001
Skills
- Incident management
- Ticketing systems
- Remote support
- SLA management
- Active directory
- Customer service
- Team mentoring
- Technical troubleshooting
- Vendor collaboration
- Process improvement
- Documentation creation
- Time zone support
- Problem resolution
- Service level management
- Escalation handling
- Listening skills
- Team oversight
- Training and mentoring
- Team building
- Oral and written communications
- Administrative skills
- Problem-solving skills
- Documentation
Certification
- Help Desk Institute Certified Helpdesk Manager
- Microsoft Certified Professional (MCP)
- Dell Certified in Desktop, Laptop, Server and Printers (expired)
- Computer Technology Industry Association A+ Certification
- SME on iPhones, Intune/ Endpoint / MDM / Windows 10, Microsoft Office 2016, O365, SCCM, Active Directory, Exchange, Remote Desktop, Jira Ticketing Software, VPN, 2FA, MAC, CAD
- Highly proficient with Okta MFA as well as DUO MFA security
- Highly proficient with Jira and Confluence
Affiliations
- Current member of a local Sport Rocketry Club in San Diego
- Mentoring boy scouts, middle school, high school, and some college students in building, launching, and recovery. Sometime the students need assistance with designing their own rockets for school contests or projects.
- 3D printing and create simple designs.
Accomplishments
- Received the Employee of the month at Saddleback Memorial Medical Center my first quarter as an employee.
- Received an award for excellent collaboration skills between Dataprise and Ashford University.
Websites
References
References available upon request.
Timeline
Service Desk Supervisor
Callaway Golf Company - TCBrands
06.2017 - Current
Help Desk Support Supervisor
Guild Mortgage Company (contracted from Robert Half)
09.2016 - 06.2017
Desktop Support Supervisor
Ashford University (contracted from Dataprise)
09.2015 - 09.2016
IT Support Manager
Impeto Medical / Sudoscan
08.2013 - 07.2015
Regional Desktop Support Lead (Manager)
TRC Solutions Inc.
10.2006 - 05.2013
Desktop Support Supervisor
Saddleback Memorial Medical Center
06.2004 - 10.2006
Senior IT Helpdesk Support Specialist III
GNF (Genomics Division of the Novartis Research Foundation)
03.2003 - 06.2004
PC Technician, Systems Administrator, Technical Operations Manager
CompuSource
03.2000 - 01.2003
Some College (No Degree) - Information Technology
Los Angeles Valley College
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