Juliette Lopez
IT Service Desk Manager
Los Angeles,CA
Summary
17+ years of IT service leadership, staff and vendor management.
Industry expertise in: entertainment, retail, government, call center & IT outsourcing ops.
Team builder and mentoring approach style of leadership.
All around utility player in a multitude of IT areas, ops management & nonprofit support.
Customer service focused and results driven.
Overview
10
10
years of professional experience
Work History
Personal Assistant
Dr Laurie Walters
Los Angeles, CA
07.2019 - 02.2021
- Provided tech support and training including mac, pc and printer set up.
- Performed audio and visual set up for speakers at the 2019 A Cure in Sight Ocular Melanoma conference, Redondo Beach.
Call Center Lead/Care Coordinator
Helping Hands Senior Foundation
Reseda, CA
06.2018 - 07.2019
- Responsible for call center operations including supervising, staffing, interviewing, scheduling, training, coaching, developing 20+ staff, volunteers and interns.
- Responsible for matching clients with care services.
- Performed on site desktop support tech supporting W10 environment.
SAP Finance Master Data Manager
Warner Bros
Burbank, CA
08.2016 - 11.2017
- Led oversight and vendor management to ensure that new master data requests were processed and delivered within 95% timeframe and with 100% accuracy. Met or exceeded these goals 12 out of 15 months.
- Developed and delivered monthly reports and SAP training material to both clients and IT staff.
Service Delivery Manager
CompuCom
San Francisco, Los Angeles, CA
01.2015 - 04.2016
- Directed, developed and managed all account operations including budgeting, staffing, PNL, reporting, new revenue and existing services supporting a $1M service contract with retail client Levi Strauss in the US & Canada.
- Managed day to day operations for 10 desktop technicians in the US & Canada supporting internal customers for Levi's Retail and 8000+ desktops, laptops, printers and plotters. Met contractual monthly SLAs consistently in all areas of services, inlcuding ticket handling and time to acknowledge and resolve.
Project Analyst
Insight Global for CompuCom
San Francisco, CA
08.2013 - 01.2015
- Key contributor in global planning, implementation and delivery of services and support for Levi’s Retail migration from XP to Windows 7. Lead efforts in the replacement of 900+ computer devices in 180 stores in the US and Canada, that supported over 4000+ retail store staff.
- Developed and created knowledge base articles for level 1 & 2 help desk support, as well how-to instructions for retail store personnel, post W7 rollout.
Supervisor
Administrative Office of the Court
San Francisco, CA
01.2009 - 06.2012
- Responsible for managing, reorganizing and restructuring five areas of IT services within division including Service Desk, Asset & Software Inventory, IT Training and IT Mobility projects, which supported 1100+ internal customers.
- Restructured hours of operations for service desk resulting in annual savings of $40K.
- Restructured service desk ticket intake process, categorization of incidents, problems and configuration items which provided more succinct trend data analysis.
Education
Bachelor of Arts - Political Science
University of California
ITIL Foundations Certified (ID # 38686) -
American ITIL
Sacramento, CASkills
ITIL-Service Operations
Asset Inventory Management
Call Center ManagementCustomer service deliveryStaff training & developmentMicrosoft Office Suite and 365
SharePoint & Microsoft Teams
VOIP
Active Directory
Servicenow- ITSM Software
Cisco Call Center Manager
Windows 7-10
Networking Essentials
Retail POS Harware & Periphreals
Cybersecurity Fundamentals
Timeline
Personal Assistant
Dr Laurie Walters
07.2019 - 02.2021
Call Center Lead/Care Coordinator
Helping Hands Senior Foundation
06.2018 - 07.2019
SAP Finance Master Data Manager
Warner Bros
08.2016 - 11.2017
Service Delivery Manager
CompuCom
01.2015 - 04.2016
Project Analyst
Insight Global for CompuCom
08.2013 - 01.2015
Supervisor
Administrative Office of the Court
01.2009 - 06.2012
ITIL Foundations Certified (ID # 38686) -
American ITIL
Bachelor of Arts - Political Science
University of California