Juan Avila II

• WDS Compliance Innovation and Automation: Spearheaded the launch of the WDS COMPLIANCE SharePoint site, significantly enhancing user experience and providing essential resources for Internal Audits. Championed licensing compliance automation initiatives that streamlined processes, enabling teams to focus on higher-level control activities.
• Proactive Monitoring Innovations: Led collaborative efforts with the Proactive Monitoring team to develop a retirement package utilizing Aternity for monitoring outdated packages, effectively reducing technical debt and associated risks in the technology lifecycle. Drove the creation of custom reporting systems for reboot efforts, ensuring enterprise readiness and compliance.
• Financial Management Excellence: Demonstrated strong leadership in managing departmental budgets, aligning expenditures with projected financial plans. Negotiated cost-saving agreements, including the Enterprise upgrade, Riverbed Mobile, and an addendum to the Riverbed MSA for remote training sessions focused on RunBook automation practices, resulting in enhanced operational efficiency.
• Risk and Compliance Management: Designed and implemented comprehensive requirements and standards for the WDS Internal Audit Assessment, establishing routines for effective risk management through change processes, and access control reviews. Developed a custom dashboard for timely delivery of regulatory commitments and evidence tracking for device owner controls.

• Modernized CAT IT support by delivering solutions that reduced the need for IT support resources by 60%. Negotiated approvals from CAT Command to deploy CNE support to CAT sites. Delivered a solution that allows field agents to deploy with their own CAT laptop, reducing IT support, regional staging facilities, and asset management/compliance requirements.
• Demonstrated consistent leadership and strategic foresight in orchestrating a near-seamless transition of Deskside L2 work to Service Desk and Dell, aligning tasks with MSA responsibilities and guidelines.
• Spearheaded the consolidation of L2 3P tasks into a standardized enterprise-wide workflow, resulting in significant cost savings by reducing Deskside L2 3P staffing by 40%, and absorbing the Rapid Response team, optimizing resources, all while maintaining operational efficiency.
• Showed ingenuity by identifying and ceasing all unfunded tasks, such as moves, changes, and network upgrades.
• Drove proactive, innovative solutions, such as collaborating with Zoom engineers to develop an alternative for Teleportivity Video Kiosk support. This extended to implementing business continuation backups during seismic events and negotiating cost-saving agreements, ultimately streamlining operations, enhancing the employee experience, and positioning the team for success.
• Heavily impacted by role reductions that included multiple members of his team and surrounding third-party support. He acted with care, empathy, and extended dignity to the impacted, and support for those who remained. Provided additional support to the Support Operations group during a very challenging time.

• Provided an innovative touchless break/fix support solution through a Video Kiosk and Vending/Lockers that not only met our safety, compliance, and service level objectives, but also improved the overall customer experience and championed the Shift Left effort.
• Merged the two technologies together for the KIOSK experience and proved its value by reducing the need for a human resource to provide break-fix hardware replacements. Also, deliver the same face-to-face IT concierge experience our customers expected from our physical TechSpot and desk-side teams.
• Delivered automation solutions with ServiceNow/IVM integration. Designed break-fix forms to quickly issue vending codes. Integrated QR coding to support Zoom rooms, TechSpot kiosks, and self-help video libraries.
• Negotiated MSA addendum to build a nearshore video kiosk center to support shift-left efforts that reduced the need for physical TechSpot agents in all local offices, increased availability time, and improved customer experience. All while reducing overall costs.
• Led efforts with L3 teams, AOs, Service Operations, and Knowledge teams to reduce Service Desk escalations by enforcing escalation guidelines, improving knowledge management, and enhancing call center QA, thereby reducing escalations by 40% to Level 2 deskside support teams.
• Partnered with the Service Operations team and developed transition plans and the ultimate rebadging of L1.5 and L2 resources from domestic 3P providers to HCL management.
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Level 2 Deskside Support.

• Lead up to 115 contract support technicians in RSS (inbound), Remote Support (L2 outbound), and Level 2 (deskside TX offices).
• Proactively manage the workload for FTE Level 2 support team members across IT Operations, Availability, Business Continuity, and Disaster Recovery.
• Improve Change, Release, Problem, and Incident Management in an Agile environment by building out performance analytics in ServiceNow, and implementing best practices for business requirements.
• Serve as a Level 2 Advisor to USAA Remote Offices on workload management and MSA oversight.
• Drive Shift Left initiatives to increase FCR, and reduce recurring issues in the environment.

Level 2 Deskside Support, Central Region.

• Managed Deskside Support workload for the Central Region while collaborating with Level N teams to resolve over 5,000 incidents per month.
• Partnered with peers, customers, management, and application support teams to ensure a full understanding of upgrades and new product impact.
• Trained FTE and contract employees in troubleshooting, tooling, and customer service to ensure top-tier technical support.
• Maintained a positive, encouraging attitude while serving as the Pride Representative and unofficial team lead.
• Diagnosed technician performance gaps, determined underlying causes, and provided reports to management.

• Provided daily support to technical staff on issues related to USAA’s desktop, laptop, and software distribution environments.
• Led multiple initiatives to research, develop, test, and implement Intel’s AMT desktop health utility for better fleet management.
• Developed training materials for the 'Workplace of the Future' concerning mobile software distribution methods.
• Assisted in testing, documentation, and implementation of the SMS to SCCM 2007 Server/Client upgrade.
• Worked with LRS, Microsoft, Intel, and other partners to resolve enterprise issues and develop new IT processes.

• Served as the Technical Lead for the Host/Mainframe print management team.
• Worked directly with vendors like LRS, Xerox, Ricoh, and HP to develop new support processes, reducing customer downtime, and saving costs.
• Managed RFP selection and validation for enterprise IT hardware purchases.
• Researched, developed, and implemented new mainframe support software (VMCF WEB), saving USAA $200K+ annually.

• Supervised up to 17 technicians during the WIN95/OS2 to WinNT migration.
• Recognized for managing the staging portion of the WIN95/OS2 rollout, and received the Top Bonus for cost-saving initiatives.
• Assisted in outsourcing PC staging and designing new facilities in San Antonio and New Jersey.
• Led software installations, hardware troubleshooting, inventory, and vendor site management for multiple locations.

Aerotech / TEKsystems.

• Lead Stager for USAA Worldwide, supervising up to 17 contract technicians, and 4 USAA FTE Talent Pool techs.
• Oversaw hardware builds, software distribution, and asset deployment for 120K+ device rollouts worldwide.
• Trained contractors and USAA FTEs in software distribution and troubleshooting.