Celena Lema
Sutter Creek,CA
Summary
Experienced ITIL and IT Asset Management Manager with expertise in overseeing IT support groups, infrastructure, operating systems, security tools, networking, applications, servers, email systems, laptops, desktops, software, and hardware. Skilled in implementing efficient systems to optimize performance and ensure seamless operations. Proven track record of managing complex IT environments and driving technology initiatives to meet organizational goals. Passionate about leveraging technology to enhance productivity and streamline processes for maximum efficiency.
Overview
25
25
years of professional experience
5
5
Certification
Work History
Information Technology Supervisor II
California Air Resources Board
05.2023 - Current
- Built, mentored, and led a team of eight IT service professionals, fostering a culture of continuous improvement, collaboration, and customer service excellence.
- Developed training, coaching, and career development plans for eight team members to enhance skillsets and service delivery.
- Managed two IT support teams of 18 IT service professionals during the search for a vacant IT supervisor position. Transferred knowledge to newly hired supervisor.
- Project Sponsor, Project Manager, and Technical Lead driving the implementation and optimization of Hardware Asset Management within the ServiceNow environment. This involves managing the lifecycle of hardware assets, from procurement to retirement, and ensuring accurate tracking and maintenance of physical devices.
- Manage incident escalation processes, working closely with other departments and stakeholders to ensure timely resolution and communication.
- Drive service request management to ensure optimal performance of IT systems and seamless onboarding/offboarding of employees.
- Lead the team in managing endpoints (desktops, laptops, mobile devices), ensuring consistent security, performance, and usability across all devices.
- Oversee the lifecycle management of employee devices, including deployments, refreshes, and retirement processes.
- Ensure efficient management of IT Asset Management (ITAM).
- Manage the company's AV infrastructure, including video conferencing systems, AV equipment, and collaboration tools such as Zoom and Microsoft Teams.
- Oversee the administration of the ServiceNow platform, ensuring that all workflows and reporting features are optimized for IT service delivery.
- Drive the continuous improvement of the ServiceNow platform to improve operations, incident management, and service requests.
Support Engineer
GroupOne
02.2023 - 05.2023
- Support Engineer providing continuous monitoring of systems, software, and hardware. Identify server/software/hardware/network issues and resolve them quickly.
- Provide advanced technical escalation support to the team to resolve user PC, email, internet, and LAN access problems.
- Resolves network performance issues by network monitoring and analysis, performance tuning, troubleshooting network problems, and escalating to the vendor.
- Provide support for complex Windows domain model and user profile-related issues.
- Configure, maintain, and monitor distributed backup systems.
- Work directly with vendor support, working through diagnostics and implementing the solution.
- Troubleshoot and become familiar with various types of client/industry-specific software.
Senior Systems Administrator/Engineer
Genentech
07.2015 - 06.2022
- Senior System Administrator/Engineer providing subject matter expertise, teamwork and technical leadership for the Building Automation System (BAS), OSISoft PI, Matrikon OPC, and PLC (SCADA) servers, clients and interfaces.
- Administrator for both physical and virtualized Windows Server systems.
- Provide Account Management and Active Directory support.
- Develop and execute projects in support of the Automation Roadmap, focusing on IT infrastructure, Life Cycle Management, Vendor Management, Data Analysis, and Business Analysis in support of (2) GMP Manufacturing plants, multiple GMP and Non-GMP Lab environments, (2) Data Centers, Utility Systems, Building Automation and Point of Compliance systems.
- Collaborate with cross-functional teams to ensure successful implementation of facility automation modifications, process and equipment expansions and new construction.
- Support and/or lead a variety of capital and expense projects.
- Immediate resolution of emergent issues, including troubleshooting system malfunctions or failures by responding to system issues, determining root cause, and re-mediating issues.
- Perform GMP maintenance activities on automation systems, including asset and application monitoring, user account and security management, backups and change implementation.
- Daily process monitoring and analysis of manufacturing data, engineering evaluation and support for discrepancy investigations, and identification/implementation of immediate corrective or preventative actions to ensure continued compliant operation.
- Perform periodic reviews and re-validations according to quality standards and validation protocols.
- Support site audits, FDA inspections and implement corrections as needed.
- Maintain system documentation and life cycle support strategies.
Client Technology Analyst
Genentech
06.2000 - 07.2015
- Client Technology Analyst providing Technical Support to end users, designing and implementing functional and cost-efficient technology systems.
- IT Management of computer hardware, software, data, networks and data center facilities.
- Communicate with stakeholders and provide process improvement.
- Develop and analyze functional specifications and coordinate with developers to build and implement technology solutions.
- SCCM Administrator.
- LANDesk Administrator.
- Global SME for Manufacturing IT Life Cycle Upgrade projects.
- Assisted in JAMF deployment for company.
- Supervisor for local hardware service team of 4 to 5 technicians.
- Communicates with customers to gain a full understanding of reported problems and service requests.
- Utilize ITIL methodologies to analyze information technology problems and service requests; determines appropriate resolution path.
- Provides technical expertise and support, guidance and informal training to customers and junior technicians.
- Configures, deploys, moves and modifies client computing devices to ensure proper assignment of resources to meet customer business requirements and comply with standardization requirements.
- Complies with software licensing requirements and restrictions; complies with established security practices and procedures and promotes security awareness.
- Maintains knowledge database (Remedy, HPSM, ServiceNow) and call tracking database to enhance quality of problem resolution; recommends procedures and controls for problem prevention.
- Maintains an accurate inventory of company assets, hardware/mobility.
- Coordinates work with outside and internal service vendors.
- Serves as subject matter expert on projects and initiatives requiring client computing device expertise.
Education
Master of Science - Computer Information Systems
University of Phoenix
Sacramento, CA09.2002
Bachelor of Science - Business Information Systems
University of Phoenix
Fairfield, CA11.2000
Skills
- Customer Relationship Management (CRM)
- Team Management
- Operations Management
- IT strategy development
- Disaster recovery
- IT service management
- Mobile device management
- Information security
- Enterprise architecture
- Virtualization technologies
- Technical support scheduling
- Business continuity planning
Websites
Certification
- LANDesk Certified Engineer
- MatrikonOPC Level 1, 2 & 3
- Insight to Desigo CC Migration
- Microsoft Certified Systems Engineer: Security (MCSE)
- Career Essentials in System Administration by Microsoft and LinkedIn
Timeline
Information Technology Supervisor II
California Air Resources Board
05.2023 - Current
Support Engineer
GroupOne
02.2023 - 05.2023
Senior Systems Administrator/Engineer
Genentech
07.2015 - 06.2022
Client Technology Analyst
Genentech
06.2000 - 07.2015
Master of Science - Computer Information Systems
University of Phoenix
Bachelor of Science - Business Information Systems
University of Phoenix
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