Greg Rice

Experience

• 

  TelePacific Communications (TPx Communications)

  Aug 2011 - Feb 2013

  Technical Support Manager
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  Xerox

  Feb 2013 - Jun 2015

  Incident Manager

  • Led a team of Incident Managers to improve incident identification, investigation, and resolution, reducing SLA breaches by 15%.• Created and implemented Root Cause Analysis reports, improving future incident response by identifying recurring issues.• Utilized MS Excel Dashboards to track key performance indicators, improving incident tracking and service response times.

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  Mobilitie

  Jun 2015 - Jun 2019

  Information Technology
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  Smart City Networks

  Mar 2019 - Dec 2020

  Engineering Manager

  • Led a team of Network Engineers and Desktop Support specialists, achieving a 98% uptime rate for critical systems.• Spearheaded the migration of over 5,000 users from Windows 7 to Office 365, reducing transition downtime by 20%.• Introduced ITIL Change Management processes, improving overall operational efficiency by 15%.• Directed the integration of Microsoft Teams for company-wide communication, reducing miscommunication and improving project collaboration.

• 

  The Howard Hughes Corporation

  Jan 2021 - Jun 2022

  Information Technology Consultant

  • Managed a team of 5 service desk agents, reducing ticket response times by 20% through improved tracking in Service Now.• Provided multi-platform support for Windows, Mac OS, and iOS/Android devices, resolving 95% of issues on first contact.• Utilized Powershell scripts for automation, streamlining onboarding processes and reducing setup time by 30%.• Improved network performance by configuring Fortinet switches and Cisco access points, reducing downtime by 10%.

• 

  DYOPATH

  Jun 2022 - Feb 2025

  Information Technology Program Manager

  • Managed a $2M Managed Services portfolio in the tools fabrication industry, enhancing service delivery by reducing downtime by 15%.• Led the incident management process, reducing resolution times by 15% and improving SLA compliance to 98%.• Developed and implemented an AI-powered help desk platform within MS Teams, resulting in a 25% reduction in call volume and a 30% increase in response times.• Collaborated with supervisors to identify call trends via Service Now, leading to actionable insights and improved service processes.• Managed JIRA projects for software upgrades and integrated AI-powered automation tools to streamline ticketing processes.• Oversaw IT procurement processes, sourcing hardware and software solutions to improve operational efficiency.• Implemented KPI metrics through RingCentral and Service Now, tracking performance and improving response rates. Show less

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  GNX Express

  Jun 2024 - now

  Founder
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  Peraton

  Feb 2025 - now

  IT Consultant