Summary
Overview
Work History
Education
Skills
Timeline
Generic

FERNANDO VIDAL

IT Service Delivery Manager
Spring,TX

Summary

Insightful Information Technology Manager with 9 years of IT leadership experience including oversight of infrastructure, application support and security services. Dedicated to customer satisfaction with focused delivery of technical solutions. Proven leader in directing operations, maintenance and support of complex systems. Develops creative business solutions, leveraging diverse methodologies and delivering engineering solutions for leading organizations. Highly adept in request for proposal development, technology needs assessments and staff training.

Overview

9
9
years of professional experience
6
6
years of post-secondary education

Work History

Digital Performance Marketing Specialist

Saga City Media
11.2022 - Current
  • Perform all duties of ad operations including paid social media ad campaigns, trafficking, optimizing, retargeting, troubleshooting, and performance reporting
  • Effectively communicate the status of ad campaigns, timing, plus any technical or delivery issues to sales
  • Monitor, analyze, and produce mid and final campaign reports for digital advertisers – pulling in data from multiple (5+) sources
  • Perform quality assurance checks and debug issues with campaigns to ensure that line items and creative have been set up correctly, delivering across all platforms and devices, and optimized for customer success
  • Document, update, and maintain ad trafficking and workflow procedures for advertiser accounts – while standardizing and documenting best practices
  • Identify workflow inefficiencies and address ideas to improve the digital ad and omnichannel operations process to be simple and clear for our customers who buy across digital, events, and print
  • Drive new digital projects as needed – such as exploring new digital video platforms, programmatic email marketing services, or standing up a new, branded digital channel experience
  • Basic Tools utilized: DFP, Google Ads, Google Analytics, JIRA, Facebook Ads Manager, Hubspot, AdCellerant, Adventive, Excel
  • Florida Division

IT Help Desk Project Manager

State of New Mexico Human
08.2021 - 11.2022
  • Identifying and implementing process improvements for the infrastructure department to help the client better operate and support end-users
  • Help train and coach Help Desk team to aid in process improvement practices
  • Helpdesk oversight
  • Help Desk Escalation
  • Support for NMHSD systems and networking teams
  • Consult with Leadership to make recommendations that impact NMHSD long term.

Field Service Project Manager, IT Manager

Florida Division Of Emergency Management
Tampa, FL
06.2020 - 10.2020
  • Oversaw a team of technicians, coordinating routes, and resolved IT service calls with regards to state-funded Covid 19 testing Sites around Tampa and surrounding areas
  • Coordinated IT operations activities to deliver smooth flow of daily business needs.
  • Adjusted project plans to account for dynamic targets, staffing changes and operational specifications.
  • Assigned, monitored, and reviewed the progress and accuracy of tasks, deliverables, projects, and timelines
  • Implemented and developed a ticketing system
  • Planned and Defined Scope
  • Activity Planning and Sequencing
  • Resource Planning
  • Guided organizational technology strategy and roadmaps.
  • Identified and mentored individual contributor team member's career development needs and the resources and activities needed to address them
  • Developed Schedules

IT Help Desk Analyst

Vistana Signature Services
04.2019 - 06.2019
  • Provide front-line primary technical support to
  • End users on various technical issues and problems relating to hardware, software and peripherals
  • Documenting and resolving service tickets in accordance to their SLA
  • Diagnose, evaluate and resolve complex compound problem situations
  • Escalations when appropriate to appropriate IT Staff Members
  • Perform root cause analysis, develop checklists
  • For typical problems and recommend procedures and controls for problem
  • Prevention then documented in our Knowledge Base
  • Support multiple platforms including desktops,
  • Laptops, mobile devices and various other equipment.

IT Manager

Darling Homes/Taylor Morrison
Houston, TX
08.2015 - 07.2018
  • Developed IT processes and projects for the Houston divisions for Darling and Taylor Morrison through project planning, scheduling, budget and milestone phases while communicating project updates through status reports and meetings with senior leadership
  • Oversaw project budgets, scope, risks and resources
  • In addition to the coordination of all phases of project evolution, testing, and implementation for the following: o Mapping and Reconfiguration of Corporate Offices o Office Integration and Account Management o Implementation of a Houston-wide inventory system (spanning models and offices over a 600-mile radius).
  • Vendor relationship management and correspondence: o Established and maintained documentation for 3rd party project implementation partners containing expectations, instructions, and deadlines o Fostered and maintained relationships with multiple vendors
  • Employee orientation and basic IT training and on-boarding
  • General IT budgeting (Saved Darling and Taylor Morrison money by identifying unnecessary expenditures and rectifying them)
  • Implemented streamline IT processes in the Houston corporate offices including: o Performing an assessment of the Houston offices’ IT operations, documentations and procedures and recommended and implemented solutions and opportunities for improvement o Internet setup/deployment - the creation of a relationship with ISP, coordination of setups, and follow up maintenance o Equipment setups - model and construction trailer installs o Implemented a new electronic recycling initiative o Replacing and reconfiguring firewall switches
  • Sole IT personnel in the Houston area for 400+ employees and 600 + miles
  • Expanded the effectiveness and value of the position by establishing a history of building effective service and support functions and improving processes, communications and metrics
  • Examples are as follows: o Tablet and Laptop imaging (Initially, neither company had a drive for imaging) o Mobile Device Management (including warranty approval for repair or replacement for all devices for both Taylor Morrison and Darling) o Audio/Video Assistance o Division Network WAP Locating and installing o Re-Wired/Re-Work for Darling o Identifying issues and creating solutions in a timely fashion in order to mitigate project risks
  • End-user support manager (documented ticket resolutions as well as created a knowledge base for future assistance)
  • Lead the integration of new technologies or IT initiatives
  • You will also lead projects in multiple functional areas
  • Created processes and procedures as well as a monthly newsletter for basic IT issues
  • Utilized MS Project, One Drive, Visio, Jira to document and track project status and milestones
  • Deployment management, coordination and maintenance with Altiris software
  • Desktop, Hardware and Software support with remote support experience
  • IT Route manager
  • Kantech Software - Entrapass basic troubleshooting/operator/access control monitor
  • Maintain essential IT operations, including operating systems, security tools, applications, servers, hardware, and software
  • Own projects, solutions, and key responsibilities within a larger business initiative to streamline the IT Department
  • Handle business-critical IT tasks and systems administration
  • New Hire Setup and Orientation
  • Educated Firm on Security Protocols, best business IT practices
  • Lead activities supporting the development, implementation, and maintenance of enterprise-wide
  • IT solutions
  • Research and evaluate emerging technologies, hardware, and software and deployed new changes
  • Track and maintain hardware and software inventory
    New hardware setups
  • Vendor Management
  • Identified and maintained external resource relationships, holding them accountable for deliverables
  • Quote and purchase new workstations, laptops, servers, cell phones and any other hardware according to firm policy
    Mobile Phone Forensic Extractions
  • Experience with firm getting compromised and containment methods
  • Deployed new servers, new firewall, and implemented data migration
  • Time Estimating
  • Cost Estimating
  • Developing a Budget
  • Documentation of technical issues

PC Technician III

Sherwin Williams Co
Spring, TX
06.2010 - 01.2015
  • Traveled to all on-site locations, and remotely diagnosed and resolved various PC, server, and network issues
  • Configured sites with Cisco ASA 5505 firewalls, and IOS zone-based firewalls for network security
  • Administered networks with Cisco routers and switches using dynamic routing protocols, and spanning tree
  • Configured Microsoft, and Cisco DHCP servers, and implemented Cisco networks with VPN tunnels for customers
  • Communicated with the clients, and end users to gain agreement that incidents were successfully resolved
  • Ensured the stability, and security of network infrastructures, and established procedures for migration projects
  • Trained and educated other technical Analysts, and network administrators to support IT infrastructure and systems
  • Provided complete recoverability of systems and applications
  • Created phone support training and documentation for technicians across multiple divisions
  • Troubleshoot and repaired IBM 4690 operating system controllers and Linux based controllers
  • Performed complex mechanical alignments and equipment calibration to meet quality standards.
  • Serviced Hobart, Toledo, and Bizebra counter scales
  • Handled multiple installs/technical support of payment terminals
  • Oversaw the setup and deployment of computer installs (20 - 100 at a time)
  • Tracked inventory from delivery from vendors to the final destination
  • Handled multiple work orders and tasks at a time
  • Interfaced with clients and worked with them to solve individual issues
  • Resolved PC issues with limited resources
  • Notable specialties:
  • Organizing the IT department and needs of companies of various sizes and executing long-term IT solutions through the use of exceptional project management skills
  • Many of these solutions involve lowering overall IT costs and implementing necessary procedures as well as curating new relationships with the appropriate vendors to suit IT needs.

Education

University of Phoenix
04.2016 - 05.2018

Bachelor of Science - Information Technology

University of Phoenix
Tempe, AZ
05.2018 - Current

Skills

Ticketing Softwareundefined

Timeline

Digital Performance Marketing Specialist

Saga City Media
11.2022 - Current

IT Help Desk Project Manager

State of New Mexico Human
08.2021 - 11.2022

Field Service Project Manager, IT Manager

Florida Division Of Emergency Management
06.2020 - 10.2020

IT Help Desk Analyst

Vistana Signature Services
04.2019 - 06.2019

Bachelor of Science - Information Technology

University of Phoenix
05.2018 - Current

University of Phoenix
04.2016 - 05.2018

IT Manager

Darling Homes/Taylor Morrison
08.2015 - 07.2018

PC Technician III

Sherwin Williams Co
06.2010 - 01.2015

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FERNANDO VIDALIT Service Delivery Manager