DAVID MCCALL

• Directed IT strategy, aligning technology initiatives with business goals to enhance operational efficiency.
• Implemented cybersecurity measures, safeguarding sensitive data and ensuring compliance with industry standards.
• Managed IT budget, optimizing resource allocation to support strategic projects and reduce costs.
• Oversaw system upgrades and integrations, enhancing performance and user experience across the organization.
• Established IT governance framework, ensuring alignment with organizational policies and risk management practices.
• Enhanced IT infrastructure by implementing strategic technology upgrades and streamlining system processes.
• Negotiated contracts with vendors, securing cost-effective services for the organization''s IT needs.
• Established IT policies and procedures, fostering a secure and efficient work environment for all employees.
• Developed comprehensive disaster recovery plans, ensuring business continuity in case of unforeseen events or emergencies.
• Oversaw budget management for the IT department, allocating resources effectively while minimizing costs where possible.
• Analyzed network security and current infrastructure, assessing areas in need of improvement.
• Identified computer hardware and network system issues, performing troubleshooting techniques for remediation.
• Oversaw development and implementation of improvements to support network operations.
• Evaluated emerging technologies for their potential impact on organizational goals, recommending viable solutions as needed.

Global CRS Lead and Help Desk Support Management for IMD & Federation.

Management of Global Help Desk Support in Salt Lake City and Private Wealth Management System's Administrator.

Management Lead of the Global Federation Engineering Support Team

• Managed help desk consisting of 100+ employees and conducted performance evaluations.
• Documented transactions and support interactions in system for future reference and addition to knowledge base.
• Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
• Recruited, trained and supported help desk technicians and representatives.
• Scheduled staff and delivered training materials and information.
• Managed customers' expectations of support and technology functionality in order to provide positive user experience.
• Built and provided basic end-user troubleshooting and desktop support on Windows and Mac systems.
• VIP Lead who handles issues for Managing Directors and Partners.

• Maintained Highest C-Sat Rating on the BC_Federation Team at 97%.
• Maintained Highest response Rate on the BC_Federation Team in 2019.
• Resolved issues and escalated problems with knowledgeable support and quality service
• Used CSN ticketing systems to manage and process support actions and requests
• Evaluated and resolved software technical problems for end users efficiently to minimize downtime
• Provided solutions to operations issues for users of Windows OS and Goldman Sachs software, working closely via phone, email, live chat and web teleconference with end users
• Helped streamline repair processes and update procedures for support action consistency
• Managed high levels of call flow and responded to technical support needs of customers
• Demonstrated professionalism and courtesy with customers while working to resolve complaints, problems or respond to questions
• Documented all transactions and support interactions in system for future reference and addition to knowledge base
• Followed up with clients to ensure optimal customer satisfaction following support engagement and problem resolution
• Logged support tickets and closed when issues were resolved

• Identified and qualified customer needs, developed sales strategies and negotiated and closes profitable projects with 85% success rate
• Consistently hit and exceeded sales goals by 20%
• Achieved 115% of monthly quota as store manager and grew sales to $150K within three months
• Planned and led training sessions to promote sales team professional development and sales goal reinforcement
• Maintained knowledge of current sales and promotions, policies regarding payment and exchanges and security practices
• Handled applications for Financing to get customers approved for new systems

• Trained users in proper use of hardware or software.
• Evaluated and conducted technical and functional research and analysis.
• Provided after-hours support for applications and project efforts when needed.
• Ensured proper installation of cables, operating systems and software.
• Oversaw daily performance of computer systems.
• Set up and configured hardware and software on company equipment.
• Set up equipment for 300 employees, including installing cables and hardware.
• Resolved virus and malware issues with 97% success rate.
• Restored data, operating systems, files, documents and drivers.
• Resolved computer hardware and software, printing, installation, word processing, email and operating systems issues.
• Built and repaired Windows based and Apple based desktops and laptops.

• Published two games (Avatar Trials, Avatar Trials 2) on Xbox Live Indie Games market Reviewed design and gameplay implementations Blueprint Designer for Levels and Artwork Created Levels in Unity and Maya Created Terrains Detailer/Transporter.