John Lake
IT Field Services Technology Manager @City of Tacoma
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WORK HISTORY
IT Field Services Technology Manager @City of Tacoma
Supervises the Field Services team of 10 Computer Support technology staff and manages all aspects of the team\'s day-to-day IT operations activities. These include, but are not limited to:o Monitor and coordinate work requests assigned to team through the ITSM service desk tool (Service Now) and ensuring incidents and requests are fulfilled appropriatelyo prioritize and schedule activities to meet deadlines and ensure necessary staff coverage • Project Management:o Led the selection process for a new managed print vendor in 2016 and 2021 and led the replacement of over 200 printer/copies city wideo Led the selection of a new AV vendor to manage the General Government conference rooms and worked with the vendor on projects to upgrade 16 conference rooms at the Tacoma Dome, Convention Center, Center for Urbans Waters, and the Tacoma Municipal Buildingo IT Service Manager for the Mobile Device Management project to implement Intune on over mobile devices city wideo Coordinated with vendors, Field Services staff, and department staff every biennium to replace and surplus over 400 desktops and laptops
EDUCATION
Lincoln High School
Deploma
Smartpath LLC
PMP
Central Washington University
Bachelor, Science Operations Analysis; Economics
Central Washington University
Economics/Data rocessing, BS Operations Analysis
SKILLS
ABOUT JOHN LAKE
I earned my BRM, PMP and ITIL certification, I have a passion to work with people throughout an organization to demonstrate my leadership skills and to drive continuous improvement activities that result in positive results. I bring over 33 years experience working with a variety of operating systems: VAX, UNIX and Windows. I support the full suite of Microsoft products, including 5 years experience working with SharePoint. I bring over 15 years experience in hiring, performance management and coaching. I led support teams across several location in the support of help desk, hardware/software installs, problem management and end-user training. I developed and managed a security deployment team and worked across functional teams to drive the deployment rate of security patches to 99% of workstations n 4 business days and reduce overall workstation vulnerability 33%.I completed the value stream analysis of several key IT processes in support of the Home Loan Division for Sterling Bank. My analysis and recommendations resulted in improvements in communication, more meaningful metrics, and over 50% improvement in service delivery over 3 months. I continue to work across IT organizations to drive continuous improvement activities, metrics reports and analysis, and drive the project to develop an IT Service Catalog. Within my community I served as event co-chair for the American Cancer society Relay for Life. I organized a planning committee to develop a schedule to meet our goal of providing a quality event to recognizes cancer survivors, provides 24 hours entertainment to teams, and reach our fund raising goal.Specialties: Training, Coaching, team building, Performance management, Presentation skills, BRM certified, PMP certified, ITIL Certified, Six Sigma trained, Agile/Scrum trained. Extensive SharePoint administration, Security compliance, Hardware/Software installs, end-user training, Change management, Problem Management,
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