RYAN FLORES
Bay Point
Summary
Experienced IT Helpdesk and Systems Manager with over 15 years of experience in IT support administration, leading enterprise support operations, managing IT teams, improving service delivery, and supporting infrastructure, networking, and security operations.
Proven ability to collaborate with leadership, cross-functional departments, and technical teams to streamline operations, improve user experience, and manage large-scale IT initiatives.
Skilled in helpdesk management, systems administration, project coordination, hardware lifecycle management, and enterprise technology support in fast-paced environments.
Overview
21
21
years of professional experience
Work History
Helpdesk Manager
Skyline Construction
04.2022 - Current
- Supervise and manage a helpdesk team of 8 technicians supporting over 500 local and remote users across multiple office locations.
- Collaborate with systems, networking, security operations, executive leadership, and other departments to ensure seamless IT operations and support delivery.
- Establish departmental standards for ticket management, SLAs, purchasing approvals, escalation procedures, and overall service operations.
- Oversee daily helpdesk operations, monitor ticket queues, prioritize issues, and ensure timely resolution of support requests.
- Conduct performance evaluations, mentoring, coaching, and professional development for helpdesk staff.
- Create and manage monthly KPI reports, operational metrics, and helpdesk performance analytics to track departmental efficiency and service trends.
- Present quarterly progress reports, operational updates, and strategic IT initiatives to company presidents, directors, and leadership teams during executive meetings.
- Manage IT operational budgets, approve technology-related expenditures, and oversee monthly invoicing and reconciliation for IT hardware, software, cellular services, and vendor purchases.
- Created and implemented a new Verizon cellular asset management process that saved the company thousands of dollars in unused services and hardware.
- Standardized workstation imaging and deployment processes using Microsoft Deployment Toolkit and OSD.
- Managed enterprise asset refresh initiatives and developed updated hardware lifecycle standards.
- Coordinated multi-company network and domain migrations as part of Skyline’s One Branding initiative.
- Led and coordinated office relocation projects for San Francisco, San Jose, and Seattle offices.
- Directed conference room and AV technology upgrades to improve collaboration and communication capabilities.
- Led the migration from SolarWinds to Zendesk to improve helpdesk efficiency and reporting capabilities.
- Worked closely with leadership teams to improve IT processes, operational efficiency, and user satisfaction.
Systems Support / Site Lead
PayPal / Xoom
07.2015 - 03.2022
- Served as the San Francisco Site Lead, representing all local IT operations, escalations, and office technology initiatives.
- Supervised and coordinated local IT support operations while collaborating with leadership and corporate IT teams.
- Supported local and remote users during the COVID-19 transition utilizing Slack, Microsoft Teams, and remote support tools.
- Managed the San Francisco office renovation and repopulation project, coordinating infrastructure and user support requirements.
- Oversaw inventory management, asset purchasing, vendor coordination, and quarterly asset disposal processes.
- Trained, mentored, and managed interns participating in the PayPal Year Up internship program.
- Promoted to Windows Administrator with responsibilities including Active Directory, Office 365, Okta, Ping Federate, Cisco Unity, DNS administration, and Duo VPN support.
- Assisted with systems administration, networking support, and security-related operations across enterprise environments.
- Migrated Xoom systems and Office 365 environments to PayPal enterprise standards.
- Led the migration from Okta to Ping Federate and implemented self-service password reset solutions.
- Assisted with office decommissioning projects and employee offboarding initiatives.
- Delivered onboarding and offboarding IT orientations for employees and contractors.
Service Desk Analyst
TEKsystems – UCSF Medical Center
11.2012 - 01.2015
- Supported over 35,000 users across UCSF Medical Center, SFGH, and campus environments.
- Provided enterprise-level technical support through phone, email, ticketing systems, voicemail, and instant messaging platforms.
- Troubleshot issues involving desktops, laptops, mobile devices, networking, VPN connectivity, printers, and enterprise applications.
- Administered and provisioned user accounts within Active Directory environments.
- Supported clinical and business applications including EPIC and MyAccess.
- Coordinated with development teams, infrastructure teams, and technical support groups to resolve escalated issues.
- Prepared and communicated technical notifications and user-facing service updates.
- Assisted with troubleshooting remote access, internet connectivity, and enterprise communication systems.
- Maintained strong customer service standards while managing high-volume enterprise support requests.
Helpdesk Support Tier 1 & 2
Heffernan Insurance Brokers
02.2005 - 07.2012
- Supported approximately 500 local and remote users with desktop, application, networking, Citrix, terminal server, and VMware-related issues.
- Managed deployment, configuration, and support of Windows desktops, laptops, iOS devices, and Android mobile devices.
- Maintained and administered Service Desk ticketing operations and support workflows.
- Supported and maintained insurance-related software applications and daily transaction reporting systems.
- Served as liaison between Applied Systems and Heffernan Insurance for technical support and application management.
- Developed cost-efficient improvements for VoIP and faxing systems using NIC card integrations.
- Installed, upgraded, configured, and maintained hardware and software systems for end users.
- Supported Windows Remote Desktop and terminal session environments.
- Served as the in-house IT support representative for the San Francisco and Palo Alto offices.
- Coordinated office moves, user setups, and local infrastructure support activities.
- Assisted with migrations from Office 2003 to Office 2010 and Windows XP to Windows 7.
- Supported SharePoint 2010 backup administration.
Education
Certificate of Completion -
Kerrhill Supervisors Development Program
San Ramon, CA09-2024
Associate of Applied Science Degree - Computer Technology
Heald College
Martinez, California07-1999
Skills
- Helpdesk Operations & IT Service Management
- Team Leadership, Mentoring & Staff Development
- IT Policies, Procedures & SLA Management
- Systems Administration & Infrastructure Support
- Networking & Security Operations
- Project Management & IT Coordination
- Cross-Department & Executive Collaboration
- Asset Lifecycle & Vendor Management
- Office Relocations & Enterprise Deployments
- AV & Conference Room Technology
- Remote Support & Hybrid Workforce Support
- Enterprise Migrations & Standardization Projects
- Microsoft Windows OS, Windows Server 2012, MAC OSX
- VMware, Citrix, Terminal Services
- Microsoft Surface Hub, MS Teams, Slack
- Jamf, Apple Business Manager, Microsoft Intune
- LAN/WAN Networking, DNS, TCP/IP, DHCP
- Microsoft Exchange, Office 365, Azure AD, Active Directory
- PowerShell, SharePoint, OneDrive, O365 Admin Center
- SCCM, Microsoft Deployment Toolkit (MDT), Ghost Imaging
- Okta, OneLogin, Ping Federate, Duo VPN
- Cisco Call Manager & Telecom Administration
- ServiceNow, Jira, SolarWinds, Remedy, ManageEngine Service Desk
- Bomgar, ScreenConnect, Remote Desktop Support
- IOS & Android Mobile Device Support
Timeline
Helpdesk Manager
Skyline Construction
04.2022 - Current
Systems Support / Site Lead
PayPal / Xoom
07.2015 - 03.2022
Service Desk Analyst
TEKsystems – UCSF Medical Center
11.2012 - 01.2015
Helpdesk Support Tier 1 & 2
Heffernan Insurance Brokers
02.2005 - 07.2012
Associate of Applied Science Degree - Computer Technology
Heald College
Certificate of Completion -
Kerrhill Supervisors Development Program