Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic

Anthony Durham

Menlo Park,CA

Summary

Experienced professional with 15+ years of leadership and management expertise in IT, HR, Customer Service, and finance. Proven track record in improving IT infrastructures, providing strategic leadership, boosting staff productivity, and achieving department/company objectives. Seeking Director and VP level opportunities to leverage skills. Skilled in enhancing customer satisfaction, motivating teams, managing technology operations and budgets, and leading cross-functional projects. Proficient in product/project management, global help desk creation, visionary leadership, employee development, and IT support/engineering management. Certified in AMA Executive MBA, AIPMM Product Manager, HDI Support Center Director, Agile Scrum Master, among others. Experienced with macOS, JAMF, Intune, MS Teams, Zoom, Slack, MS Office Suite, Windows 11 SCCM Server, Jira, Confluence, Aha!, Service Now, WebEx, Wireshark, Jabber, Lean Kit, VMWare, Ubuntu Linux, Google Console Administration, Apple iOS, Adobe Premier, Smart sheets, Adobe Cloud Management.

Overview

36
36
years of professional experience
1
1
Certification

Work History

Senior Manager, Associate Digital Experience

WALMART.COM
05.2007 - Current
  • Progressed through increasingly responsible positions (Senior Manager, Associate Digital Experience (2012-Present); IT Manager, Service Desk & Call Center Desks (2010-2012); Sr. Supervisor, (2009-2010); Team Lead (2007-2009); Help Desk Analyst (2007)) with the retail industry leader.
  • As Senior Supervisor, created all the help desk and oversaw daily operations of the Service & Call Center Desks.
  • Set schedules, and trained staff.
  • Served as the escalation lead for all team members & trained staff.
  • As the Manager, supervise and mentor team of 15 (managed up to 20).
  • Created the Mac engineering team and assisted in setting up IDC engineering/help desk teams.
  • Handled the IT Client Engineering portion for the Merger and Acquisitions in GEC.
  • Performed performance reviews.
  • Collaborate with managers and multiple teams across various locations, including India, China, Mexico.
  • Negotiate and manage vendor contracts; create and monitor budgets; procure and manage all computer equipment.
  • Handle escalations from supervisors, team members, engineers, and corporate leadership.
  • Develop KPIs and conduct customer surveys to help improve our customer satisfaction (CSAT) results.
  • Transformed the department from a classic engineering organization to a product driven organization focused on the user experience.
  • Investigated, Introduced and implemented Beyond Trust Remote Support, Service Now, JAMF, Business Model Canvas, Aha!
  • Transformed Walmart’s Help Desk into a true global enterprise service desk in the e-commerce space, supporting 6,000 internal employees and 4,000 customer service agents.
  • Implemented a successful L1 offshore program.
  • Developed a self-service solution utilizing Service Now’s password reset feature, JAMF self-service catalog, SCCM self-service portal, and Service Now’s knowledge base portal.
  • Created KPIs and dashboards with Tableau to increase first time call resolution and monitor computer assets.
  • Managed $14 million budget and generated over $2 million in cost savings and cost avoidance through several strategies, including standardization on 1 model laptop and implementing a new ticketing system and process.
  • Led engineering teams to implement a Mac Enterprise Solution, Windows 7, 8 & 10 roll out, ITSM roll out, and secured Linux environment.
  • In a joint effort with the security teams, reduced the Linux vulnerabilities from 17,000 vulnerabilities down to zero; built a MAC Enterprise environment using JSS as the management tool; and rolled out Windows 7, 8, and 10 using SCCM.
  • Earned a Quarterly Engineering Award for modernization of key systems.
  • Implemented the computer peripheral vending machine.
  • Investigated and collaborated to implement the Happiness Tracker Survey (HaTS) to be used internally to monitor employee’s satisfaction with technology.
  • This became the second longest running survey of its kind in Walmart, changing the way Walmart worked.
  • Built improved team through training and cross-training strategies as well as rebuilding team structure that placed team members in positions with the best opportunity for success.
  • Developed the vision, strategy, tactics and lead the department on transformational journey from a classic engineering organization to a true product driven organization focused on the user experience, collecting KPIs about the internal customer, and developed the models and framework for the teams’ processes and procedures utilized by the teams.
  • Created the Global Call Center Help Desk team, the Global Mac engineering team, the GEC IT Client Product Management team, the GEC Materials Management organization, the ECE telemetry team, and transformed the GEC Help Desk to a Service Desk.
  • Lead the IT Client integration for GEC for the merger of Vudu, Kosmix, and Jet.
  • Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives.
  • Evaluated hiring, firing, and promotions requests.
  • Provided strong leadership to enhance team productivity and morale.
  • Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
  • Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
  • Developed detailed plans based on broad guidance and direction.
  • Assisted in organizing and overseeing assignments to drive operational excellence.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Controlled resources and assets for department activities to comply with industry standards and government regulations.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Implemented and developed operational standards, policies and procedures.

Desktop Support Engineer (Lead)

BAE SYSTEMS
10.2005 - 04.2007
  • Served as a member of the IT team that provided support and maintenance for desktops, laptops, and printers to a base of over 2,000 users.
  • Served as the only Mac desktop team member in that role.
  • Earned recognition for closing the largest number of tickets and having the highest customer survey satisfaction results in the entire team.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Relocated and configured desktop computer devices and phones to facilitate office moves and new employee workstations.

Technical Trainer (Contractor)

UCSF MEDICAL CENTER / NETOPIA
02.2005 - 09.2005
  • Contributed to projects with both companies that involved training and/or installation activities as a contractor.
  • Worked on UCSF Medical Center project to install and train staff on new systems, including Sentillion System, HBS Payroll System, UCARE, IDX, Incident Reporting Systems, Vergence, and Outlook.
  • Worked within Netopia’s call center and on project to train Customer Service on strategy for generating revenues by creating RFP for Sales using Salesforce.com.
  • Oversaw technical documentation, instruction and evaluation to meet IT education initiatives.
  • Compiled IT training and assessment resources based on understanding of technical processes and skills-development needs.
  • Updated training coursework and requirements according to group and technology changes.

HR Manager / Desktop Support Engineer

CONVOII
02.2003 - 02.2005
  • Company Overview: Startup company
  • Startup company that brought me in as a HR contractor to create the intranet using ASP and earned promotion to HR Manager; additionally provided desktop support.
  • Managed Employee Relations Manager and HR Generalist; performed all HR duties, including candidate recruitment and screening, payroll, regulatory compliance, new employee orientation, and others.
  • Handled layoffs and asset disposal at company closure.
  • Installed, configured, and managed HR technology infrastructure, including HRIS systems, HR servers, and HR desktops, resulting in significant process and time improvements.
  • Startup company
  • Monitored and handled employee claims involving performance-based and harassment incidents.
  • Maintained payroll and benefits for employees in various locations and diminished financial discrepancies through expert program management.
  • Facilitated onboarding sessions and on-the-job training for new hires, bolstering employee job position knowledge and skillset.
  • Maintained company compliance with local, state, and federal laws, in addition to established organizational standards.
  • Maintained payroll and benefits for employees in various locations, minimizing financial discrepancies through detailed program management.
  • Used technologically relevant digital systems to manage payroll and benefits programs.
  • Instructed senior leaders on appropriate employee corrective steps.
  • Liaised between multiple business divisions to improve communications.
  • Relocated and configured desktop computer devices and phones to facilitate office moves and new employee workstations.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Installed, configured and maintained computer systems and network connections.
  • Assisted in development of system security protocols.

IT Manager / HR Manager

TELACCESS.COM
01.2002 - 02.2003
  • Company Overview: Startup company that grew through merger and acquisitions.
  • Took on IT and HR Manager roles for various merger and acquisition and closed various facilities, with personnel ranging from 5 to 100.
  • Handled layoffs and asset disposal.
  • Supported successfully 3,800 customers in an ISP environment with a staff of network engineers, system engineers, web developers and customer service agents.
  • Maintained and managed all routers / switches, web servers, ASP scripting, DNS servers, DHCP servers, and mail servers.
  • Startup company that grew through merger and acquisitions.

Systems and Network Engineer

SMARTFORCE
12.2000 - 01.2002
  • Supported over 300 desktop users that included executives, managers, and staff members.
  • Installed, configured, repaired, and maintained routers, servers, desktops, and other IT components.
  • Managed all physical aspects of asset transition/disposal for relocation of corporate office.
  • Troubleshot complex multi-vendor network service provider issues.
  • Performed troubleshooting for Cisco, and packet analysis.
  • Provided complete end-to-end engineering and installation of route-based IP network solutions.
  • Provided network support services for devices such as hubs, bridges, routers, and other hardware.
  • Managed, tracked, and coordinated problem resolution and escalation processes.
  • Integrated fixed wireless connectivity into facilities requiring high-speed networks.
  • Created VPN infrastructure and allowed for secure remote connections.
  • Oversaw network performance, making changes to boost overall efficiency and power.
  • Identified means to reduce and control expenses by conducting cost, schedule and contract performance analysis and improving resource allocation.
  • Led meetings with departmental managers to review project status, propose changes and draft action plans.
  • Led team development and assisted in project management coordination.
  • Reviewed technical specifications from clients and vendors to confirm adequacy, accuracy and functionality.
  • Planned implementation of network enhancements and upgrades.

Web programmer

Women.com
01.1999 - 12.2000
  • Handled 5 channels and programmed in JavaScript, HTML and was an Oracle database administrator.
  • Project manager for 4 initiatives that made two new channels for "Baby and Mother".
  • Coded websites using HTML, CSS, JavaScript, and jQuery languages.
  • Planned website development, converting mockups into usable web presence with HTML, JavaScript, and AJAX coding.

IT Manager/Controller/HR Manager

Calco International
01.1989 - 01.1999
  • Progressively advanced through different positions.
  • Started off as a IT & HR support and then moved into management, managing all IT functions, HR functions, customer service functions, trafficking functions, and accounting functions.
  • Created all computer infrastructure, built inventory and invoicing system, managed staff across 3 locations, prepared financial budgets/reports/forecasts, and ran in-house payroll system.
  • Oversaw IT department operations and training.
  • Managed network and system performance, conducting troubleshooting, security patching, and maintenance.
  • Conferred with executives to advise and plan for short-term and long-term IT system upgrade needs.
  • Customized and repaired technology based on staff requests.
  • Understood key product management roadmap objectives and requirements to develop product technology strategy.
  • Processed employee claims involving performance issues and harassment.
  • Evaluated employee onboarding programs and presented strategic improvement recommendations to upper management.
  • Created and implemented forward-thinking initiatives to improve employee engagement.
  • Instructed senior leaders on appropriate employee corrective steps.
  • Maintained company compliance with local, state, and federal laws, in addition to established organizational standards.
  • Maintained payroll and benefits for employees in various locations, minimizing financial discrepancies through detailed program management.

Education

MBA - Entrepreneurship

Notre Dame De Namur
Belmont CA
05-2016

Bachelor of Arts - Social Psychology

Universtity of New Orleans
New Orleans, LA
12-1987

Skills

  • Reporting management
  • Business strategy optimization
  • Inventory management systems
  • Organizational strategy development

Accomplishments

  • Lead the team to on a company wide initiative to be on the the last OS on the Macs. Achieved 98% completion on 37,000 Mac at the beginning of every year for 3 years straight, beating out Apple and Jamf on moving their internal fleet to being on the latest OS.
  • Achieved cost saving of $1M by introducing Tanium Software as a replacement for Infinipoint.
  • Lead the team that managed 37,000 Macs in a microsoft controlled environment and was able to lead the team to reduce tickets to the level 2 support and level 3 engineering groups by 70% and overall reduction to the entire environment by 40%, by utilizing data analytics, automations and collaborative workflows, last year.
  • Lead the team in creating a zero touch mac enrollment process that was utilized extensively through the Covid Pandemic.
  • Lead the team to create an user interfacing dashboard that allowed users to do basic troubleshooting and reminded them to do updates. Lead the proof of concept on integrating this with AI.

Certification

American Management Associate (AMA) Executive MBA Certified,

AIPMM Product Manager,

Certified HDI Support Center Director,

Agile Scrum Master,

Agile Product Owner,

Apple Tech Certified,

MCSE,

CompTIA Network+,

ITIL Foundation,

CompTIA A+

Timeline

Senior Manager, Associate Digital Experience

WALMART.COM
05.2007 - Current

Desktop Support Engineer (Lead)

BAE SYSTEMS
10.2005 - 04.2007

Technical Trainer (Contractor)

UCSF MEDICAL CENTER / NETOPIA
02.2005 - 09.2005

HR Manager / Desktop Support Engineer

CONVOII
02.2003 - 02.2005

IT Manager / HR Manager

TELACCESS.COM
01.2002 - 02.2003

Systems and Network Engineer

SMARTFORCE
12.2000 - 01.2002

Web programmer

Women.com
01.1999 - 12.2000

IT Manager/Controller/HR Manager

Calco International
01.1989 - 01.1999

MBA - Entrepreneurship

Notre Dame De Namur

Bachelor of Arts - Social Psychology

Universtity of New Orleans

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Anthony Durham