Ed Soto
Chula Vista
Summary
IT Help Desk Manager with extensive experience in network management and team leadership at Cadence Education. Led successful migration to O365, resulting in improved operational efficiency. Specialized in VoIP implementation and escalation management, achieving 95% customer satisfaction. Proficient in vendor coordination and technical documentation. Highly-motivated professional with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
28
28
years of professional experience
Work History
IT Help Desk Manager
Cadence Education
10.2007 - Current
- Oversee internal Corporate Help Desk supporting 2000 Endpoint.
- Maintain LAN, and WAN networks in mixed MAC / Windows environment.
- Supported 230 U.S. educational facilities.
- Designed Company Tech Support Web site and Company tree.
- Implemented toll-free Support Desk VOIP Based Phone Communications Array Server.
- Designed a secure automated database backup system.
- Designed & implemented a Hard Disk replication system for the repair of company desktops.
- Manage company warehouse of high-volume PC repair.
- Migrated company mail system from Exchange 2003 - Exchange 2010 Server - O365.
- Oversee San Diego Based Co-Location Datacenter Servers.
- Supervised porting franchise locations to a centralized Unified Communications Server.
- Performed routine user maintenance on Active Director users in Azure via on-prem DC.
- Implemented Pepwave VPN to all company endpoints for use of VDI systems.
- Manage a large number of Cloud servers for corporate operations.
- Perform companywide purchasing of technology needs and perform inventory control.
- Performed onsite installations of access controls including Biometric and proximity keypads, along with Mag and Strike lock upgrades.
- Coordinates with national vendors on rewiring buildings for VoIP phone systems and routine facility wiring upgrades/repairs.
- Oversee Staff of 6 Senior Level Remote Technicians.
Director of Operations Product Support
Image Hotel Systems Inc - Visual Matrix PMS - Hotel Software Development
Dallas
12.1999 - 10.2007
- Oversee all aspects of IT network management and Help Desk systems operations for corporate LAN, WAN, and desktop support in a mixed Unix/Windows environment.
- Implement and configure network upgrades, maintain company Intra-net Web site, and manage company wired and wireless LAN, WAN, and V.P.N. systems.
- Managed staff of 12 support technicians providing remote desktop support for the Hospitality Industry.
- Support 750 remote locations with LAN or V.P.N. connection.
- Worked closely with C.E.O. and other Department Managers to ensure maximum uptime and rapid problem resolution.
- Consult with Department Managers to provide solutions to information systems challenges and developed internal sales team best practice guidelines.
- Designed, planned, and managed installations of a secure V.P.N. network and data center project for Independent Franchises Properties and Best Western International Data Centers over Hughes Satellite Corporate Networks (P.E.S.).
- Established permanent company V.P.N. to the remote facility between Dallas TX & Monterey Mexico for the remote development team of programmers.
- Developed a Help Desk ticket tracking system that improved ticket response time and overall customer satisfaction to 95% positive ratings.
- Maintained company Contact Relationship Management database including document repository system.
- Managed, trained, and mentored all staff on multi-platform desktop and network support.
- Performed HR functions, employee reviews, and hired & termed employees.
- Performed company-wide desktop publishing of employee technical manuals using MS Publisher, MS Access, and Visio creating forms and graphics in use to this day.
- Purchased all company equipment and controlled inventory for customer sales.
- Directly handled all escalated customer service calls pertaining to product offerings.
Software Installer
Image Systems Inc - Software Development
Sorrento Valley
09.1997 - 11.1999
- Responsible for software implementation of over 100 small companies Unix based data servers.
- Travelled on site over 30 states to train employees on the use of accounting systems.
- Coordinated conversion from existing accounting data systems general ledgers to new Property Management Accounting Software.
- Installed Small Business Network Infrastructure.
- Configured data exchange servers for point-of-sale integration.
- Verified merchant account entitlements for the processing credit card over FirstData-Datawire, Visanet-Vital SSL, & ECCO SSL networks.
Education
High School Diploma -
Chula Vista
Chula Vista, CASkills
- Linux and MS operating systems
- Front-end and back-end software management
- Accounting systems
- POS systems
- Databases scripting
- VM backup systems
- VoIP hardware appliance
- VM VoIP server management
- VoIP implementation
- Active Directory management
- Help Desk operations
- Inventory control
- Vendor coordination
- Technical documentation
- Team leadership
- Performance monitoring
- System administration
- Escalation handling
- Performance evaluation conduction
- Active directory
- Web management experience
- CRM experience
- Enterprise network topology management
- Help desk and procurement systems
- Service desk team supervision
- End user support
- IT governance
Languages
Spanish
Native/ Bilingual
References
References available upon request.
Timeline
IT Help Desk Manager
Cadence Education
10.2007 - Current
Director of Operations Product Support
Image Hotel Systems Inc - Visual Matrix PMS - Hotel Software Development
12.1999 - 10.2007
Software Installer
Image Systems Inc - Software Development
09.1997 - 11.1999
High School Diploma -
Chula Vista
Similar Profiles
Jordan ParrishJordan Parrish
Preschool Teacher at Cadence EducationPreschool Teacher at Cadence Education
NEVADA STONENEVADA STONE
Kitchen Manager at Cadence EducationKitchen Manager at Cadence Education
Kyjah YoungKyjah Young
Teacher Aide at Cadence EducationTeacher Aide at Cadence Education
Regina CoughlinRegina Coughlin
Office Technician, Public Records Act Coordinator at Regional Water Quality Control BoardOffice Technician, Public Records Act Coordinator at Regional Water Quality Control Board
Joseph GutierrezJoseph Gutierrez
Associate at In-N-Out BurgerAssociate at In-N-Out Burger