Edgar Ureta
Vallejo,CA
Summary
Skilled service management professional equipped to drive results through effective team collaboration and adaptable problem-solving. Expertise in IT support, incident management, and customer service. Strong communicator with focus on optimizing support processes and ensuring seamless technology operations.
Overview
31
31
years of professional experience
1
1
Certification
Work History
Information Technology Service Desk Manager
Sonder Inc.
12.2019 - Current
- Enhanced system efficiency by implementing process improvements and automation for IT service desk management tasks
- Streamlined communication between IT teams and stakeholders, ensuring timely resolution of service requests and incidents
- Built strong relationships with vendors to negotiate cost-effective contracts for hardware, software, and services procurement
- Increased customer satisfaction scores by implementing feedback-driven improvements in IT service delivery processes
- Led a skilled IT team in providing exceptional technical support, fostering a collaborative environment that promoted professional growth
- Optimized helpdesk performance through process improvements, enabling faster response times and increased user satisfaction levels
- Identified computer hardware, performing troubleshooting techniques for remediation
System Administrator
Sonder Inc.
02.2019 - 12.2019
- Supported the implementation of new technologies by providing technical expertise and training to colleagues as needed
- Enabled smooth transitions during hardware and software upgrades, minimizing disruptions to end-users
- Monitored networks and network devices to resolve technical problems quickly
System Administrator (Contract for Kaiser Permanente)
DISYS
12.2018 - 01.2019
IT Service Support Engineer
Rolls-Royce
08.2010 - 11.2018
- Regularly monitor and maintain the EMC 5300 SAN to ensure optimal performance and reliability
- Conduct routine checks, apply updates, and troubleshoot any issues that arise
- Conduct training sessions to educate users on computing standards, best practices, and common troubleshooting techniques
- Work closely with vendors to stay informed about software and hardware upgrades
- Coordinate upgrades and patches to ensure systems remain secure and up-to-date
- Collaborate with users, staff members, and vendors to diagnose and resolve system and PC issues promptly
- Ensure that data storage and Windows backups are consistent and performed regularly to prevent data loss
- Configure and manage VMWare and Cisco devices at Rolls-Royce IT retained sites to ensure network stability and security
- Administer Oakland's internal wireless system and maintain the FLIR security camera system
- Provide remote support to users in Kingsville, TX, Indianapolis, IN, and Meridian, MS, addressing any IT-related issues they encounter
System Administrator
Baker McKenzie
06.2010 - 07.2010
Technical Support (Contract for Clorox)
TEKsystems
05.2010 - 06.2010
- Imaged desktops and laptops from Windows 2K to Vista
LAN Manager
Orrick, Herrington & Sutcliffe
07.1997 - 03.2009
- Implementing, migrated, and managed VMWare ESX servers on the West Coast
- Managed the day-to-day operations of the LAN department in San Francisco
- Played a key role in designing the LAN infrastructure for a new office in San Francisco
- Conducted disaster recovery restore tests for critical servers including Exchange, print, BlackBerry, and document management servers
- Managed and maintained the regional EMC SAN (Storage Area Network) for West Coast offices
- Led a network support team and supervised a desktop support group
- Involved in planning the annual capital and expense budget for the SF LAN department
Network Engineer
Unocal
01.1994 - 01.1997
- Managed a network with over 350 users
- Implemented and supported a high-speed network backbone using FDDI
- Coordinated and designed new network connectivity projects
- Administered Microsoft Exchange 4.0
- Provided complex problem resolution for end users
- Managed conversion projects and rollouts
- Established and maintained service-level agreements
Education
No Degree - Information Technology
Napa Valley College
Napa, CA06-1985
Skills
- Hardware troubleshooting
- Professionalism
- Technical Support
- Vendor Management
- End point configurations
- Disaster Recovery Planning
- Technical leadership
- Technology assessment
- IT operations management
- IT service delivery
Certification
- [Name of Certification] [Issuing Organization] [Year Month]
Timeline
Information Technology Service Desk Manager
Sonder Inc.
12.2019 - Current
System Administrator
Sonder Inc.
02.2019 - 12.2019
System Administrator (Contract for Kaiser Permanente)
DISYS
12.2018 - 01.2019
IT Service Support Engineer
Rolls-Royce
08.2010 - 11.2018
System Administrator
Baker McKenzie
06.2010 - 07.2010
Technical Support (Contract for Clorox)
TEKsystems
05.2010 - 06.2010
LAN Manager
Orrick, Herrington & Sutcliffe
07.1997 - 03.2009
Network Engineer
Unocal
01.1994 - 01.1997
No Degree - Information Technology
Napa Valley College
Similar Profiles
Hannah PersonHannah Person
Senior Hospitality Agent at Sonder Inc.Senior Hospitality Agent at Sonder Inc.
Eliznet Monegro GarciaEliznet Monegro Garcia
Trust and Safety Specialist at Sonder Inc.Trust and Safety Specialist at Sonder Inc.
Elijah GumbyElijah Gumby
Hospitality Supervisor at Sonder inc.Hospitality Supervisor at Sonder inc.
Treasure CarterTreasure Carter
Certified Nursing Assistant at Springs Road Health CareCertified Nursing Assistant at Springs Road Health Care
Luna SolisLuna Solis
Server at Bella SiennaServer at Bella Sienna