andres a. elenes
IT Services Manager at Amazon Web Services (AWS)
service manager amazon
information technology leader core expertise optimizing system , innovation , workflow management sustainable scalable . client service manager sixteen year client support , asset management , desktop engineering . operational experience includes : managing ticket queue , working ucsf service desk partner group , prioritizing tasks/projects/tickets , managing servicenow metric user expectation project , building communication template , identifying creating training program tech user . successful liaison key department across enterprise . spearheaded , planned , successfully executed key project ucsf school medicine isu include : som encryption project , ucsf share case , onboarding school nursing . impactful communicator , strategic thinker , relationship builder , maven , thought leader , connector .
Amazon Web Services (AWS)
https://www.linkedin.com/company/amazon-web-services
United States and Canada
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IT Services Manager
University California, San Francisco, Information Technology
https://www.linkedin.com/company/ucsf
•	Lead 3 teams of 18 high performing Field Technicians & 5 Senior Field Technicians on their delivery of service for ITFS Supported Departments at Parnassus, Laurel Heights, Mt. Zion Campuses for approximately 10,000 customers.
•	Customer relationships: high-touch conversion support, productive relationships with IT liaisons; keep close personal relationships with our diverse customer base (research, clinical, educational, faculty and staff) 
•	Partner with cross functional teams to develop policies and process to facilitate IT service delivery and compliance
•	Provide guidance and establish standards for client hardware and software, and AV conferencing

Overall Accomplishments
•	Converted 21 departments to ITFS support, approximately 3000 users
•	Optimized field services support by increasing ticket volume by over 100% with existing team 
•	Improved overall SLA Response Achieved % from 85% to 98%
•	Improved Tech Utilization from 41% to 65%
•	Created Queue Manager Integration & workflow leading to Service Desk Level 2 implementation: improved ticket notes, eliminated ticket misroutes, improved First Call Resolution (high 50%s to low 70%s), reduced by 33% tickets routed to the field
•	Created Knowledge Pyramid and Customer Response Pyramid, helped reduce
o	Incident Response Time from 5.08 hours to 37.4minutes
o	Mean Time To Resolve (MTTR) Incidents from 6.5 days to 4.5 days
o	MTTR Requests from 15.5 days to 5 days
•	Customer Satisfaction above 98%
•	Co-lead of ITFS training team which developed training for existing and new technicians joining ITFS on new tools, processes and services
•	Developed PGP SOP for all primary work stations, Improved compliance with UCSF Minimum Security standards
•	Developed and Launched Executive Support program for UCSF Chancellors/Executive Vice Chancellors/Senior Vice Chancellors; currently piloting with Medical Center Executives
•	Co-developed monthly Balanced Tech Scorecard based on UCSF specific KPI metrics
San Francisco Bay Area
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Field Manager
University California, San Francisco, Information Technology
https://www.linkedin.com/company/ucsf
•	Lead team of 7 high performing Field Engineers on their delivery of service for ISU Supported SOM Departments at Parnassus Campus for approximately 700 Desktops and laptops and the conversion of the School of Nursing to ISU Support. 
•	Act as a resource and technical lead for SOM and the campus community on issues of desktop support, security, policy, training and technology management.
 

Overall Accomplishments
•	Guided staff from supporting ~90 systems per tech in FY09-10 to ~180 systems in FY10-11 to ~200 in FY11-12.
•	Successfully converted 5 Neurology Units to ISU Support and migrated key business units into ISU Support.
•	Created & Fostered IT Liaison Role in Supported Units/Depts. 
•	Lead development of ISU Windows 7 conversion framework.
•	Co-lead effort toward development of UCSF standard images.
•	Improved Operating System Image (Mac OS X/WinXP/Win7) release cycle: from yearly to quarterly releases
•	Reduced managed Operating System Images (Mac OS X/WinXP/Win7) from over a dozen to 3.
•	Proof of Concepts: Crashplan & VDI UCSF Footprint & Utilization Discovery – Use Case Identification
•	Improved Asset Management System, moved from dozens of Excel Spreadsheets to Service-Now
•	Helped Develop & Select standard hardware for Joint Administrative Computing Standards (JACS) for UCSF & UC Berkeley.
•	Co-Authored ITFS Field Manager job description

Client Relations Management:
•	On-boarded approximately 150 new customers to ISU Support with NO additional Staff, and no impact to existing customers.
•	Successfully collaborated with key units to conduct assessment and analysis for ISU support: Emergency Medicine, Neurology Memory & Aging Center, Multiple Sclerosis Lab, Institute for Neurodegenerative Diseases, and School of Nursing.
•	Developed framework utilized to successfully assess department’s complex IT needs which was adopted across ISU customers.
•	Developed Windows 7 Conversion Framework which was adopted for ISU customers. Improved customer experience.
San Francisco Bay Area
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Desktop Field Services Supervisor
University California, San Francisco, Information Technology
https://www.linkedin.com/company/ucsf
Manage support for Women’s Global Health Imperative, the Aids Research Institute, Urology’s Ruggero Lab and Global Health Sciences (100+ users).
•	Recommended, developed and implemented cost effective hardware solutions.
•	Managed and prioritized user requests to provide minimal downtime.
•	Recommended, implemented and documented IT policies, procedures for users, & best practices.
•	Managed WGHI Desktop replacement project, encrypted mobile devices with MS EFS.
•	Responsible for Project Managing MS Office 2007 & 2008 rollouts for supported departments
•	Training: New User Orientation, VPN connectivity, Outlook, Remote Access
San Francisco Bay Area
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Field Engineer
University California, San Francisco, Information Technology
https://www.linkedin.com/company/ucsf
On-site and remote support for staff, management, faculty, & physicians.
•	Installed, configured and troubleshot software & hardware: desktop, printer, & network; documented using Remedy.
•	Processed & received new equipment orders: imaging, inventory tracking, & deployment.
•	Blackberry: activation, inventory tracking, deployment, & troubleshooting.
•	Increased efficiency by streamlining workflow via documenting processes and procedures.
San Francisco Bay Area
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Helpdesk Engineer
CybEnt Solutions
IT Consultant. On-site and phone support for small & home office professionals. 
•	Troubleshot Windows 9x/2K/XP; install MS Security Updates & Service Pack 2.
•	Software & hardware installation & upgrades; Operating System rebuilds.
•	Installed/troubleshot wired/wireless LANs; Removed spyware/adware/malware, & viruses.
•	Custom made computers based on specific user needs and budget
•	Provided web design & development for local organizations and business utilizing Dreamweaver, hand-coded HTML, CSS, JavaScript, Photoshop and Fireworks
Cambridge, Massachusetts
Founder
Harvard Business School
https://www.linkedin.com/company/harvard-business-school
First Level IT Consultant. Provided triage support for walk-in clients.
•	Troubleshot Windows XP & wireless connectivity issues
•	Removed Spyware, Adware, Malware, and viruses
•	Installed and configured MS Office, Adobe Acrobat, McAfee Enterprise VirusScan, RAM, wireless 802.11a/b/g cards, Microsoft Security Updates & Service Pack 2
Allston, MA
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First Level IT Consultant
Lehman Brothers
https://www.linkedin.com/company/lehman-brothers
Fixed Income Technology FX Group. Profits & Losses desktop tool.
•	Built P&L desktop tool utilizing Visual Basic for Applications (VBA)
•	Designed and developed graphical user interface (GUI), & feature set from constant feedback, testing, troubleshooting, and debugging
Greater New York City Area
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IT Analyst Intern
William M. Mercer, Incorporated
https://www.linkedin.com/company/mercer-management-consulting
Web Analyst Intern on eCommunications Practice.
•	Used hand-coded HTML, JavaScript & Dreamweaver to create front-end code for dynamic IBM Employee Stock Options Calculator prototype site
•	Maintained and updated Memorial-Sloan Kettering Project Management site
Edited and updated the JP Morgan Employee Benefits prototype site
Greater Boston Area
Web Analyst Intern on eCommunications Practice
Massachusetts Institute of Technology (MIT) - Designing Access to Leadership Development
https://www.linkedin.com/company/mit
Project Director – Leadership Learning Community. Awarded first place.
•	Collaborated with a team of three to conceptualize and design Phase I of a dynamic online information system prototype
•	Met with 8 clients to determine project specifications; customized content development, page layout, and site architecture, with a user-centric approach
•	Utilized Visio to outline site architecture and navigation. Ensured team met weekly deliverables and that team members stayed on task
Cambridge, MA
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Project Director - Awarded first place
Massachusetts Institute of Technology (MIT), Computing Help Desk
https://www.linkedin.com/company/mit
IT Consultant/MIT Computing Help Desk. Phone support for administrative community.
•	Troubleshot Windows9x/NT, MacOS 7/8, MS Office; Documented calls in Case Tracker.
•	Assisted clients with network connectivity, email issues (Eudora), and printer setup.
Cambridge, Massachusetts
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IT Consultant
Managerial Sciences: Information Technology
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Massachusetts Institute of Technology
https://www.linkedin.com/school/mit/
Science and Technology
LISTAS.org
www.listas.org
Information Technology
Science and Technology
UCSF
https://www.linkedin.com/company/ucsf
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Operational Excellence Desktop Support Committee
Science and Technology
UCSF
https://www.linkedin.com/company/ucsf
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UCSF IT Services & Communications Committee (IT Governance)
https://ca.linkedin.com/in/lukeantrim
Canada
Luke Antrim 🇨🇦
IT Support Manager II @ Amazon Web Services (AWS) | Dedicated Servant Leader | Change Management | Employee Relations Specialist
https://ca.linkedin.com/in/nikit-shah
Burnaby, BC
Nikit Shah
IT Support Engineer
https://www.linkedin.com/in/ann-cassie-duong-0a720738
Seattle, WA
Ann Cassie Duong
Program Manager at Amazon
https://www.linkedin.com/in/somayabounouar
San Francisco Bay Area
Somaya Bounouar
Software Engineer at Amazon
https://www.linkedin.com/in/donnapineda
San Francisco Bay Area
Donna Pineda
Sr. Salesforce Marketing Cloud ANL (Clinical Systems - Clinical Communications | Digital First) at UCSF Health
https://ca.linkedin.com/in/satbirrai
Coquitlam, BC
Satbir Rai
IT Support Associate II at Amazon
https://www.linkedin.com/in/gracema
Mountain View, CA
Grace Ma
Senior Strategic Initiative Program Manager, SMB Segment Solution, Product & Technology at PayPal
https://www.linkedin.com/in/damianhasse
Palo Alto, CA
Damian Hasse
Information Security and Privacy Executive
https://www.linkedin.com/in/najee-amaranth-98687b93
Oakland, CA
Najee Amaranth
Musician and Freelance Software Developer
https://www.linkedin.com/in/edelalon
San Francisco Bay Area
Edel-Ryan Alon
Senior Compliance Analyst at UCSF
https://www.linkedin.com/in/christopher-yalenty-31276453
Clayton, CA
Christopher Yalenty
Senior Technology Manager - Retail Operations at Albertsons Companies
https://www.linkedin.com/in/adityabalapure
New York City Metropolitan Area
Aditya Balapure
Security Leader at Amazon Pharmacy.  I'm hiring Security Engineers and Security Manager Roles in Boston (MA), Seattle (WA), Austin (TX), Washington DC Metro Area.
https://www.linkedin.com/in/ddeckwerth
United States
Dasha Deckwerth
CMMC PA 1-3, CISO, Speaker, Cyber Security Geek, C3PAO candidate company
https://www.linkedin.com/in/katie-schwartz-14b49b184
San Francisco Bay Area
Katie Schwartz
Recruiting Coordinator @ Sift
https://www.linkedin.com/in/jamitchell87
San Francisco Bay Area
Jonathan Mitchell
He / Him - Full-stack Developer at Alameda County
https://www.linkedin.com/in/kevinbrazell
Salt Lake City Metropolitan Area
Kevin Brazell
Manager, Enterprise Engineering at Meta (Facebook)
https://www.linkedin.com/in/jamesshermanrogers
Mesa, AZ
James Rogers
Diligent and growth-focused professional equipped with substantial experience in spearheading fast-paced business operations and driving continuous process improvements.
https://www.linkedin.com/in/brad-mckeich-4aa09612
Seattle, WA
Brad McKeich
A member of the WW Real Estate Team @ Amazon
https://www.linkedin.com/in/mohsenatallah
San Ramon, CA
Mohsen Atallah
IT Consultant at KP IT, Kaiser Permanente
mHealth
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https://www.linkedin.com/groups/1049717
Silicon Valley Latino Leadership Summit
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https://www.linkedin.com/groups/6931148
UC IT Professionals Network
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https://www.linkedin.com/groups/7049632
McKinsey - Hispanic and Latino Management Accelerator Program
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https://www.linkedin.com/groups/12565362
LISTAS
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https://www.linkedin.com/groups/6570443
Digital Health
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https://www.linkedin.com/groups/2181454
Latinos-Tech@Amazon
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https://www.linkedin.com/groups/13712865
Chief Information Officer (CIO) Network | Technology I Jobs
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https://www.linkedin.com/groups/51825
MIT Massachusetts Institute of Technology Alumni
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https://www.linkedin.com/groups/69586
Latinas in STEM
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https://www.linkedin.com/groups/5117178
HDI | A Professional Community for the Service Management & Support Industry
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https://www.linkedin.com/groups/70779
Harvard Business Review Discussion Group
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https://www.linkedin.com/groups/3044917
Group of IT Professionals
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https://www.linkedin.com/groups/1875904