Edric Vanderstorm

• Led and managed a global team of 15 IT professionals across the US, Mexico, India, and Ukraine, transforming the IT helpdesk into a customer-centric IT Solutions team, boosting satisfaction to 92%.
• Implemented zero-touch imaging for both Macs and Windows via JAMF, deploying Microsoft Intune for 1,200+ Windows devices and JAMF Connect for 600+ Macs within 10 months, enhancing device management and operational efficiency.
• Achieved over 90% secured patching for end-user workstations through robust security measures, resulting in a downward trend of vulnerabilities.
• Automated routine IT tasks and centralized license management via Okta, Jira, and Oracle, reducing manual intervention by 40% and optimizing global IT service delivery.
• Facilitated the migration of file servers to SharePoint, enhancing security and improving data access efficiency.
• Saved $1.1 million through strategic cost-saving measures, partnering with procurement to negotiate enterprise plans for software applications.
• Revolutionized IT asset management by introducing consumer laptops, doubling procurement efficiency and phasing out outdated desktops, resulting in substantial cost savings.
• Established and enforced a hardware care policy, significantly reducing premature hardware replacement costs and instilling a culture of responsibility.
• Strengthened endpoint protection by collaborating with cross-functional teams to secure all end-user workstations and implementing advanced security technologies.
• Implemented a robust application approval process, ensuring compliance and minimizing risks associated with unauthorized software.
• Successfully recovered 57% of termed equipment through a collaborative retrieval initiative with HR and Legal, securing assets and optimizing resource utilization.
• Globally implemented hardware forecasting to meet onboarding demands and improve the new hire experience through automation.
• Aligned IT purchasing with company goals, achieving cost efficiencies and supporting strategic initiatives through close collaboration with procurement.
• Negotiated vendor contracts, securing favorable terms that contributed to significant savings and optimized resource allocation.

• Implemented and developed operational standards, policies and procedures
• Implemented innovative solutions to overcome challenges, leading to enhanced productivity levels
• Consolidated vendors and renegotiated contracts to optimize costs

• Led mentoring and management of 70+ offshore and onshore IT Support Analysts, ensuring alignment with business objectives and delivering quality support to 17,000+ users.
• Outsourced all level 1 IT Support issues to Valuelabs, saving $1.8 million over three years with service satisfaction rates consistently above 90% and monitored their performance to ensure adherence to contractual obligations and service metrics.
• Consolidated multiple legacy brand helpdesks (Lifetouch, Snapfish, Spoonflower) into a unified Service Desk, reducing costs and improving service efficiency across Shutterfly brands.
• Negotiated a $10 million, 3-year leasing contract with Dell, refreshing 18,000 computers with Net 90 payment terms to optimize cash flow and technology updates.
• Implemented 24/7 phone support for 17,000+ users, reducing response times by 84% through SLA improvements, workflow automation, and a new ServiceNow Self-Service Portal.
• Enhanced onboarding efficiency, reducing new hire onboarding time by implementing streamlined procedures and Virtual Service Desk support for remote users.
• Established Service Desk Tech Cafés at eight US locations, providing in-person IT support hubs for enhanced user experience.

• Established Taos Managed Services Provider (MSP) Service Desk with 10 technicians, providing 24/7 Tier 1 support to 13,000+ employees across US, EMEA, and APAC, reducing local Desktop Support workload by 55% and increasing first call resolution rate by 70%.
• Managed local Service Desk team of 18 employees across five Austin offices, supporting 3,000+ users, with restructuring, renaming, and implementing comprehensive training plans to address personnel gaps and enhance support effectiveness.
• Collaborated with IT and business leadership to develop and implement incident management processes, conducting training for 100+ IT and MSP technicians.
• Implemented BeyondTrust for remote assistance during mandatory work-from-home, ensuring seamless IT support.
• Streamlined Tier 1 requests by automating 40% through new ServiceNow workflows, enhancing efficiency and reducing manual efforts.

• Managed a staff of 35 employees in a 24/7 environment, including a Service Desk call center, Desktop Support, and a NOC
• Maintained a 96% positive customer satisfaction rating and increased the first call resolution percentage by 60%
• Reduced the number of open incidents by 83% and ensured ticket age remained under 48 hours
• Oversaw IT corporate standards, asset management, budget forecasting, and customer relationship management, ensuring alignment with business objectives and efficient resource utilization
• Designed strategic directions to address critical business needs, forming and facilitating root-cause analysis teams as necessary to resolve underlying issues
• Developed SLAs for the IT department, setting clear expectations for response and resolution times with key stakeholders
• Prioritized workload and balanced resources through proactive review of ticket queues and active participation in project management discussions
• Developed and implemented new policies, methods, and documentation to support corporate, field, and work-at-home end-users, enhancing overall support and consistency
• Established asset management practices to track technological assets from purchase to disposal, ensuring accurate inventory and efficient use of resources
• Provided monthly reporting of patching activity in SCCM and collaborated with local teams to resolve patching issues, maintaining high levels of system security and compliance
• Assisted Global Desktop Engineers with the integration of imaging activities through SCCM, streamlining processes and improving efficiency.

• Led a team of 5 Help Desk technicians in a 24/7 support environment, enhancing service delivery through strategic leadership and continuous training programs
• Spearheaded the development and optimization of comprehensive reporting mechanisms, including daily, weekly, and monthly statistics and graphical aids, to support informed decision-making for the department and upper management
• Enhanced the IT department's customer service and visibility by serving as the primary escalation point for requests and incidents, leading to 20% improvement in issue resolution efficiency
• Formulated and implemented comprehensive IT policies and procedures, streamlining onboarding and operational processes for current and new staff, resulting in 30% reduction in onboarding time
• Deployed targeted ITIL process enhancements focused on incident management and continuous service improvement, achieving 25% increase in customer satisfaction scores
• Achieved 89% first-call resolution rate and significantly enhanced customer satisfaction by efficiently managing over 1,700 incidents in the first month, setting a high-performance standard
• Revolutionized IT support by launching a new Help Desk initiative focused on exemplary customer service and robust incident management, underpinned by a new SLA structure

(Position ended due to company-wide layoffs)

• Developed, led, and managed a staff of 12 located across offices in Rhode Island, EMEA, and APAC, ensuring seamless coordination and support across regions
• Created an additional team of 15 technicians through Keno Kozie, a Managed Service Provider, to provide after-hours and overflow support, enhancing service availability and response times
• Identified, responded to, and effectively resolved customer complaints, ensuring timely and satisfactory resolution of IT-related issues
• Spearheaded Help Desk support operations and information technology teams to support global users, streamlining processes and improving service delivery
• Conducted performance evaluations and annual personnel reviews for staff members, providing constructive feedback and setting goals for professional development
• Developed and managed long-term growth strategies for, offering additional training and resources to staff to promote skill enhancement and career progression
• Analyzed Help Desk activity and delivered recommendations for increased efficiency and effectiveness, implementing improvements to optimize service operations
• Assisted the Desktop Support team with the integration of imaging activities, patching, and computer updates through SCCM, ensuring consistency and compliance across all systems.