Joe Mullin
Senior IT Infrastructure Director
Salary / Daily rate
Freelance, open to permanent contract
Languages
About me
Intro
Director of IT Infrastructure with 20+ years in enterprise technology management, currently overseeing 6,500+ users across 80 offices. Proven record of cutting costs by $1M+ annually while improving user experience and implementing large-scale IT transformations. I deliver strategic IT leadership, managed services optimization, and technology solutions that drive business objectives.
Work experience
Thryv
May 2018 - Present
8 years 6 months
Santa Clarita, CA, USA
Director, IT Infrastructure Front-End Services
Jul 2021 - Present
5 years 4 months
Santa Clarita, CA, USA
Sr Manager of End User Computing, IT
May 2018 - Jul 2021
3 years 3 months
Glendale, CA, USA
Technical Director, IT
DexYP
Feb 2015 - May 2018
3 years 4 months
Glendale, CA, USA
(formerly YP, the Real Yellow Pages) RESPONSIBILITIES • Responsible for managing the IT Support and Engineering managed service, which is responsible for the service of 6500 users, 6500 workstations, and 5200 wireless devices across 80 offices. • Engage IT teams and business units on behalf of managed service initiatives; act as escalation point. • Perform regular reviews of managed service via SLAs, NPS, and meetings with business units to guarantee continuous improvement and contractual obligations. • Review contracts and establish SLAs, KPIs, and required service report templates. • Establish processes, procedures, and methods for managed services. • Responsible for managing Print, Teleconferencing, and Wireless Telecom service and contracts. • Introduce new initiatives and projects, and provide guidance, to managed service teams. • Plan and manage department projects and annual budget. • Participate in Change Management process to meet governance functions. • Manage company BYOD program, creating policies, engaging payroll, and communications. • Manage company IT Communications, creating IT notices, alerts, and newsletters. • Explore, discover, and evangelize new technology and service solutions to increase user productivity and to enable corporate objectives. • Bridge any relationship gaps between company teams and managed service teams. • Perform analysis and ROI reviews for services. ACCOMPLISHMENTS • Designed, built, and maintained technical ticketing system, capturing performance metrics, incorporating managed service teams, company IT teams, and company non-IT teams. • Reduced annual mobile wireless costs by $380,000 without affecting user experience. • Reduced annual conferencing and all hands expenses by $650,000 while improving user experience. • Regularly communicated IT project updates and initiatives to Senior Leadership Team.
YP, The Real Yellow Pages®
Jan 2011 - Mar 2015
4 years 3 months
Glendale, CA, USA
End User Infrastructure Manager
Mar 2013 - Mar 2015
2 years 1 month
Glendale, CA, USA
• Designed and built End User Infrastructure team. • Designed responsibilities for End User Infrastructure team, such as SOPs, service lines, and work matrices. • Manage administration of all workstations. • Rolled out SCCM 2012 operations for management Windows workstations and print servers. • Manage MDM operations. • Coordinate team efforts with managed services. • Manage A/V Infrastructure builds and designs. • Develop workflow processes to develop custom tools for support teams.
Help Desk Specialist Team Lead
Jan 2011 - Mar 2013
2 years 3 months
• Overhauled Help Desk team, resulting in a drastic increase in customer satisfaction. • Managed daily operations of Help Desk team: manage work queues and develop support documentation. • Engaged IT teams and business units in regards to IT support initiatives. • Coordinated projects and support with remote support teams across the country. • Performed procurement duties. Provided Executive Leadership support. • Trained Help Desk techs, interviewed for new personnel, and led team meetings to coordinate efforts.
Computer Network Technician II
William S. Hart Union High School District
Jul 2004 - Jan 2011
6 years 7 months
• Employee of the Year for 2008-2009; excellent communication and relationship skills. • Responsible for supporting 220 full-time staff members, 2500 students, and 1000 workstations. • Responsible for RFQs, RFPs, and coordinating and managing of vendors and contractors. • Responsible for software/hardware purchases, network administration, system support. • Trained and managed Tech Coordinator Teacher duties and a team of entry-level technicians. • Managed and planned annual Information Technology budget; prepared reports and presentations. • Organized and coordinated the design and installation of many projects, including Refresh projects. • Maintained hardware/software inventory databases. • Designed, redesigned, and built new computer labs; doubled lab resources with minimal cost. • Modernized audio/video classroom systems with networked projector systems. • Designed and executed site-wide deployment of staff-contributed webpage project.
PC Technician
CompuCom
Jan 2004 - Jul 2004
7 months
•Deployed new computer systems for Washington Mutual offices and branches
Assistant to Data Services and Shipboard Systems
Princess Cruises
Aug 2003 - Dec 2003
5 months
•Three Month Contract position •Managed and executed DLT backup tape cleanup operation using RS/6000 •Fixed POS equipment, such as Micros Printers, workstations, and Omron Scanners
On-Call PC Technician
S-Curve Technologies
Jan 1995 - Jul 2003
8 years 7 months
•Responsible for upgrades, optimization, and debugging of the computer systems •Installed, maintained, and fixed hardware, software, and computer peripherals
Education
California State University, Northridge
MBA
2007 - 2009
2 years 1 month
University of California, Riverside
Bachelor of Science
1999 - 2003
4 years 1 month