Cesar Morales

The Online Learning Consortium (OLC) is a collaborative community of higher education leaders and innovators, dedicated to advancing quality digital teaching and learning experiences designed to reach and engage the modern learner – anyone, anywhere, anytime.

• Managed the service desk for 100% remote internal employees as well as customers who are both located all over the U.S
• Manage our Customer Service Team for the Organization
• Oversee the incoming tickets/cases using Salesforce and Jira.
• Manage software including, Jira, Confluence, Zoom, Panopto, Docusign, Google Suite, Office 365, Slack to name a few.
• Point of contact for all vendors.
• Save the Organization money by auditing licenses that are no longer needed.
• Key in migrating Nextiva phone system over to Zoom Phone.
• Worked on documentation or MOO's (Manuals Of Operation) for our internal and external customers.
• Set our 3 day SLA's to fit our organizations environment.
• Held weekly meetings with my staff and frequent one on ones with C-level executives.
• Focused on giving the "white glove" treatment to all US employees and making their service desk experience more enjoyable.
  

A music company that is dedicated in making the music industry more fair and rewarding for creators.

• Managed the transition of Mitel phones to Zoom Phone for the U.S offices.
• Oversee incoming tickets from New York, Los Angeles, Miami, Nashville, Toronto and Atlanta.
• Review and consulted, re-documenting of all manuals of operation that are end user facing.
• Point of contact for all vendors in our U.S offices.
• Managed 3 person Tier 1 service desk to have a 90% same day SLA and MTTR of 3 hours.
• Involved in the construction of floors and tear down of offices when it comes to all things IT related.
• Held daily meetings with my staff and frequent one on ones with C-level executives.
• Focused on giving the "white glove" treatment to all US employees and making their service desk experience more enjoyable.

A Company that is committed to providing families a lifelong partnership for those touched by autism and other conditions that interfere with daily living.

• Coordinated a project that replaced thin clients with over 350 PC's across 23 locations that spanned from El Centro to San Luis Obispo.
• POC for all vendors and was hands on with procurement along with the CTO.
• Managed 7 techs and implemented the first 3 day SLA that was met with a 90% success rate in a short amount of time.
• Successfully migrated over 3000 users from MDameon and Exchange servers to the Outlook 365 platform.
• As a result of new policies I implemented, a recent performance survey showed a 80% increase in employee satisfaction within the IT Dept.
• Oversaw the relocation of 4 offices. Worked with vendors to setup fiber and planned drops in new location.
• Made sure my team was up to date with asset management and all documentation.
• Assured that all PC's were HIPAA Compliant.

$1.7 Billion division of Nordstrom with periods of growth over 100%, employee growth from 700 to 2,200 in 8 locations.

• Implemented companies first Citrix VDI solution for 500 call center agents both internal and outsourced. Reduced user onboarding time from 2 days to 10 minutes. Reduced MTTR by 50%.
• Successfully Migrated call center phone system with an almost impossible one month inception, scoping, and implementation timeline.
• Led company efforts for IT Service Desk to support PCI, SOX, and PII data protection compliance testing and remediation.
• Saved company PCI certification by leading team to introduce and deploy a new VPN with multi-factor solution to 300 remote users in 2 weeks. Eased change with self-provisioning tutorials and troubleshooting guides for tier 1 and 2 support.
• Revitalized stalled Exchange to Outlook 365 project by leading the migration efforts of 2000+ users and 200+ distribution groups by coordinating tier 1, 2, and 3 efforts and communication.
• Managed 4 person Tier 1 service desk to have a 90% same day SLA and MTTR of 3 hours.
• Mentored technical growth of Tier 1 staff by having weekly one on ones and writing over 2 dozen knowledge base articles they could use to keep SLA's within target numbers.
  

Recently acquired highly technical Global CDN that introduced super POPS to the CDN industry. In high growth mode, a lean two person team supported hundreds of engineers with their Tier 2 needs.

• Consistently cultivated a complete CMDB and Asset inventory complete with asset tags, bar code scanning and ServiceNow database feeds.
  
• Due to high growth environment executed up to 8 new user setups a week.
  
• Accountable for executing Palo Alto VPN solutions for all global users.
  

Large student hospital with 10,000 client work stations, 9 buildings.

• Independently assigned to care for 3 buildings with over 500 users.
  
• Closed over 30 tickets a day where the average was 15.
  
• Organized project to remove 100+ computers from an 18-story building.