Eric von Pingel
Mesa,AZ
Summary
Reliable Technical Director with 15 years leading technology-centric departments to become outstanding contributors. Confident advocate for junior staff members. Enthusiastic about use of technical education to improve business outcomes. Skillful at uniting educationally and geographically diverse teams toward achieving singular goals. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
16
16
years of professional experience
Work History
Director of Technology Support
Individual Marketplace(formerly Extend Health) & TranZact (Willis Towers Watson Companies)
2016.08 - Current
- Director over Desktop support Teams for two Lines of Business (LOB)
- Responsible for 20-65 Audit controls for SOX and SOC2 compliance, familiar w/ HIPPA
- Responsible for inventory and deployment for 18 locations in 10 states , and remotely across US
- Procure all IT Desktop related hardware for site using strong vendor relations
- Develop processes and programs to improve support of end-users
- Project Planning for initiatives that improve service and change processes
- Assist in planning and implementation of opening new sites
- Test out new hardware and recommend new standards
- Interview, Hire, Coach, supervise, train Help Desk Management/Leadership.
- Served as primary decision-maker for internal technology spending, creating budget guidelines to reduce waste and decrease unnecessary upgrades.
- Supported creation of client and business partner relationships through careful collaboration and networking efforts.
- Executed on senior leadership's long-term and mid-term technology development requirements and goals.
- Presented budget and business planning proposals to senior leadership, advocating for junior personnel needs and segment-wide business goals.
- Recruited high-caliber technology personnel, prioritizing candidates with history of helping employers execute business goals by exceeding expectations.
Help Desk Supervisor
Extend Health (A Willis Towers Watson Company)
2013.08 - 2016.08
- Manage desktop support of 3800+ employees in Call Centers
- Used ticketing systems to manage and process support actions and requests.
- Documented support interactions for future reference.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Managed help desk consisting of 10 employees and conducted performance evaluations.
- Recruited, trained and supported help desk technicians and representatives.
- Plan Budget, purchasing, manage inventory and deployment for 6 locations in 4 states
- Procure all IT Desktop related hardware for site using strong vendor relations
- Develop processes and programs to improve support of end-users
- Project Planning for initiatives that improve service and change processes
- Assist in planning and implementation of opening new sites
- Assisted with updating technical support best practices for use by team.
- Wrote and presented reports on help desk activities.
- Helped streamline repair processes and update procedures for support action consistency.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Coached and trained end-users on functions, features and basic troubleshooting of software such as AnyConnect VPN and Office 365.
- Test out new hardware and recommend new standards
- Image PCs for deployment
- Test imaging process, and suggest changes
- Escalation point for all support tickets
- Desk Side Services - Support printers, computers, peripherals, software, headsets, phones
- Report on metrics weekly and provide updates on all projects for all sites to IT Director.
Systems Administrator 2/Help Desk Lead
EBay, Inc
2010.01 - 2013.03
- Manage desktop support of 1800+ employees in Call Center
- Install servers and rack them
- Image PCs for deployment
- Coach and supervise managed service provider (Team of 6 technicians)
- Plan Budget, purchasing, inventory and deployment for Refresh of computers on 3-year rotation (1800+)
- Procure all IT Desktop related hardware for site using strong vendor relations
- Train Customer Support new hires about IT process at site
- Develop processes and programs to improve support of end-users
- Project Planning for initiatives that improve service and change processes
- Plan move for entire site to new facility with site team
- Project management of local projects at SLC site
- Desk Side Services - Support printers, computers, peripherals, software, headsets, phones
- Manage Inventory
- Assist supporting PayPal sites (another 4000 people) when counterpart is out of office.
- Delivered Tier 2 and Tier 3 support for problem identification, diagnosis and issue resolution
- Attended meetings to deliver status reports to key stakeholders
- Mentored employees and offered constructive feedback for performance improvement
- Spearheaded inventory control measures to replenish and maintain IT equipment
IT Manager
Dynamic Confections Inc
2007.08 - 2010.01
- Sole IT technician/manager for 4 companies within Dynamic Confections
- Manage and configure MS Exchange 2003 Server Maintain, and configure 10 Windows 2003 servers, 50 Printers, 150 PCs/laptops
- Manage all related expenses, bills, and purchases Plan yearly budget with cost savings in mind
- Manage several retail software platforms for production, payroll, credit card approvals, and Time clocks (ICVerify, Syspro, ABRA, Unitime)
- Configure and Manage Symantec Backup Exec
- Manage NEC Phone system
- Create, modify, and maintain Crystal Reports
- Configure and Manage Kaspersky AV and SECNAP Anti-Spam solutions
- Plan network strategies
- Manage and configure active directory domain
- Plan and maintain quality control processes on systems and software
- Train users on software and systems to improve efficiencies
- Project Management any and all IT related projects
- Planning and executing security measures on WAN and LAN
- Configure and install Sonicwall Firewall, with VPN.
- Conferred with executives to advise and plan for short-term and long-term IT system upgrade needs.
- Communicated with executive team and CEO to maximize development efficiencies and resolve technology issues.
- Coordinated technical training and personal development classes for staff members.
- Conferred with executives to advise and plan for short-term and long-term IT system upgrade needs
- Coordinated IT operations activities to deliver smooth flow of daily business needs
- Guided organizational technology strategy and roadmaps
Education
Bachelor of Science - Business and Information Systems
University of Phoenix
Phoenix, AZ01.2002
Skills
- People management and development
- Budget Administration
- Partner Relationship Management
- Talent Recruitment
- Equipment Procurement
- Project Leadership
- Scope Definition
- Department Management
- Compliance and Security
- Customer service
- Vendor relations
- Training a team
Languages
Spanish
Professional Working
Timeline
Director of Technology Support
Individual Marketplace(formerly Extend Health) & TranZact (Willis Towers Watson Companies)
2016.08 - Current
Help Desk Supervisor
Extend Health (A Willis Towers Watson Company)
2013.08 - 2016.08
Systems Administrator 2/Help Desk Lead
EBay, Inc
2010.01 - 2013.03
IT Manager
Dynamic Confections Inc
2007.08 - 2010.01
Bachelor of Science - Business and Information Systems
University of Phoenix
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