Daniel Jimenez
San Francisco,CA
Summary
Seasoned Senior IT Support Engineer with background in managing complex network systems, troubleshooting hardware and software issues, and developing effective IT solutions. Strengths lie in technical problem-solving skills, ability to lead cross-functional teams, and aptitude for improving system efficiency. Previous work has resulted in streamlined operations, enhanced security protocols, and improved system performance.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Senior IT Engineer
Relyance AI
San Francisco, California
07.2024 - Current
- Designed comprehensive roadmaps for the IT Department to clearly define goals and maintain alignment with organizational targets.
- Designed and implemented new automation workflows, and revamped existing ones, streamlining onboarding, offboarding, related IT processes, and operational workflows.
- Spearheaded the integration of internal ecosystems to maximize cross-functional visibility and data flow between departments.
- Negotiated service agreements with vendors for hardware, software, and services procurement.
- Ensured compliance with industry regulations related to information technology services and security.
- Assisted in the selection process for hiring new personnel within the IT department.
- Rolled out a scalable vendor review framework to ensure software was IT-approved, cost-effective, and aligned with business goals.
- Drove significant cost reductions by auditing and streamlining license allocations and software utilization, resulting in savings of hundreds of thousands of dollars.
IT Manager
Lula Technologies
San Francisco, CA
01.2023 - 03.2024
- Led automation initiatives to streamline system administration tasks, optimizing onboarding, offboarding, and technical support processes
- Created and enforced major security policies
- Managed network infrastructure, overseeing routers, switches, firewalls, and wireless access points
- Orchestrate hardware asset management for the entire organization, maintaining an inventory of 250+ devices
- Ensure secure office setup and network control
- Successfully implemented and optimized large-scale systems, including MDMs, SSO, and identity management, as well as various tools to enhance company-wide operations
- Reduced IT costs by 40% overall and decreased the average time it takes to provision a new employee with IT resources to 1 day
- Successfully halved the average response time to IT tickets, minimizing it from 12 hours to 6 hours, with a consistent 98% adherence to SLA
- Optimized the deployment process for new software and security updates, reducing the timeframe by 50% from 6 weeks to 3 weeks
- Reduced IT support tickets by 20% by developing and delivering IT training to staff members
- Enrolled 100% of company-owned devices by effectively implementing MDMs
- Saved over $100k annually for the organization within the first six months of employment
- Elevated security awareness training completion from 55% to 95% among employees
- Configured and maintained VLANs, firewalls, and VPNs to ensure network security and access control
- Implemented network security best practices like intrusion detection and prevention systems
Sr. Technical Support Engineer
Oura Ring
San Francisco, CA
01.2021 - 01.2023
- Oversaw and efficiently managed help desk tickets, resolving desktop issues and safeguarding data through software repairs and installations
- Spearheaded business growth as the manager of multiple software systems, successfully migrating 200+ devices to a new MDM while overseeing various software systems within Oura
- Provided timely client support via email, chat, and phone to address tier 1 and 2 issues
- Implemented uniform software and security protocols on new PCs and mobile devices, adhering to corporate guidelines
- Facilitated smooth onboarding for new employees, creating 10+ informative training videos and promoting corporate culture
- Improved overall processes and streamlined onboarding/offboarding of IT equipment and software/SaaS solutions by enhancing technical efficiency
- Reduced risk of stock-outs and erroneous records by efficiently managing IT inventory of 200 US staff members
- Enhanced employee comprehension of company goals and high-quality requirements, resulting in a 50% reduction in onboarding time
- Surpassed management expectations by efficiently managing the IT inventory of 400 employees, authoring over 75 knowledge base articles, and streamlining resource access and knowledge sharing
- Streamlined help requests and IT support by designing and implementing robust help desk systems/processes
- Improved and maintained data integrity by migrating over 100 devices to a new MDM system.
Education
Bachelor of Arts -
San Francisco State University
San Francisco, CASkills
- IT Strategy & Operations Leadership
- Enterprise Project Management & Delivery
- Vendor & Software Lifecycle Management (incl Rippling, Okta, Google Workspace)
- Automation Strategy & Workflow Optimization
- PowerShell & Python Scripting for IT Automation
- Cloud Infrastructure & Security (AWS, GCP)
- Risk Assessment, Business Continuity & Mitigation Planning
- IT Governance, Compliance & Audit Readiness (SOC 2, ISO 27001)
- Identity & Access Management (IAM)
- Service Level Management & Performance Metrics (SLAs, KPIs)
- Network & Systems Administration (Windows, macOS, Linux)
- Database Security & Administration
- Customer Experience & IT Service Management (ITSM)
- Change Management & Cross-Departmental Enablement
- Help Desk Oversight & Escalation Frameworks
Certification
- Google IT Support Certified
- CompTIA
Languages
Spanish
Native/ Bilingual
Timeline
Senior IT Engineer
Relyance AI
07.2024 - Current
IT Manager
Lula Technologies
01.2023 - 03.2024
Sr. Technical Support Engineer
Oura Ring
01.2021 - 01.2023
Bachelor of Arts -
San Francisco State University