Joe Teira

joeteira@yahoo.com

http://www.linkedin.com/in/joeteira/

Overview
Computer Professional with experience in positions of extraordinary responsibility demanding sound
judgment and decision making.
Outstanding customer relations, customer satisfaction, and motivation of others
Exceptional concierge IT Support for Executives
Integrates analysis with common sense. Personable and professional
Establishes lasting business relationships with customers, subordinates, and peers
Highly motivated, skilled in multi user systems within the network environment, complex system
problem solving and advocating change toward improvements
Effective at managing people, instructing others
IOS and OSX system support
A+, MCP, MCP+I, MCSE certifications
Experience

Fanatics Inc. Jacksonville Florida

Production Supervisor 3/1/13 2/10/2015

Ensure that daily tasks, deadlines and daily production goals are met
Provide direction, training and support to production Team leads
Ensure that staffing levels are appropriate for current and projected workloads
Perform performance reviews and corrective action when necessary
Identify performance and expectation gaps and facilitate resolution
Manage equipment use, maintenance, modification and procurement
Created and implemented new procedures and facility layout changes for Peak 2013 resulting in greater
efficiency and output.
Liaison for any IT support or IT operation issues

Fanatics INC Jacksonville Florida

Pre-Production Dept. Manager 9/24/12 3/1/13
Created SOP on procedure for product creation, operation of cutters, quality control, receiving and
inventory.
Created cut room personnel role and responsibility definitions
Identified personnel to put in lead positions, trained and coached same
Redesigned the physical layout of the cut room to accommodate efficient work flow and increased
throughput.
Results: During Peak season the cut room was never an issue providing a quality product ahead of schedule.
Formerly staffed with five people I reduced to three per shift and is now staffed with only two people that
do more work faster and better than the original five. I have also been responsible for re-allocating staff as
needed to work on different teams as needed, Any I.T. support/troubleshooting, CAD and the demand made
program problem isolation/testing, equipment repair/troubleshooting/recommendations and upgrades.

PSS World Medical - Jacksonville, Florida

Ecommerce Support Manager June 2006 November 2011

Management of the Tier 1 & 2 helpdesk support team (12 direct reports) and mobile computing Lab

Volume of 700-800 calls per day from Sales reps throughout the country

Support for Dell Laptops, VPN, iOS and OSX, hardware and Android mobile devices

Executive Support for PSS Directors, CIO, CEO, CFO, VPs and President of PSSWM

Responsible for Team production goals and project deadlines

Developed procedures and operating standards for Support Team

Data analysis of call tickets, phone system and server performance

Monitor Helpdesk call management systems and metric assessments

Build and maintain solid relationships with vendors and key players

Drive customer satisfaction through ITIL compliant process improvement and Lean initiatives

Set guidelines and supervise Software and hardware deployments, upgrades, repair

Identification of issues or trends warranting escalation to other Support Teams

Monitor Citrix XenApp migration issues and tickets

Communications to PSS remote users; alerts, advisories, announcements

Employee evaluations and staffing

PSS World Medical - Jacksonville, Florida
Enterprise Network Administrator Feb 2001 June 2006

Provide national technical advice and operational support- hands on daily basis
Administer exchange email and system accounts, troubleshoot and resolve workstation and network
issues, equipment upgrades, deployments and monitor customer satisfaction.
Admin Citrix desktop and published apps
Manage and maintain network of Alpha Micro computer systems in 45 company branches, including
emergency repair, deployment and relocation.

Alpha Microsystem - Santa Ana, CA

Engineer in Charge 1985 2001
Managed field service operations for the Southeastern District growing the business from two local
offices into eight Branch offices in Fl, GA, Southern Texas and the Carolinas.
Field service operations consisted of 15-18 direct reports, all technical resources in field
Handled technical resolve from tier 1 issues to complete infrastructure overhauls
Industry focus ranged from healthcare, medical, retail, and more
Common client size was SMB- averaging 2-30 end users to up to 100+ at some large sites
Worked mainly with Windows but also IBM environments
District profit margin consistently highest nationwide
Maintained networks and systems for large customer and VAR base
Wrote and sold service maintenance and support contracts
Responsible for budgeting, P&L, staffing eight offices, employee training, part dispersements and
inventory levels.
Innovated regional dispatch system for field service calls
Coordinated and instructed regional training on hardware troubleshooting, new products, operating
system, customer relations, and company guidelines.