Lawrence Abeyta

Experience

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  Personal Computer Rentals

  Jul 1994 - Mar 1998

  Computer Consultant/Technician

  * Delivered and setup computers at corporate and retail customer locations. * Matched customer's computer needs with equipment. * Configured and pre-load operating systems and applications. * Provided telephone and on-site technical support for IBM compatible and Macintosh computers. * Traveled domestically and internationally to support computer equipment at customer's trade shows.

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  Siemens Business Services

  Jul 1998 - Jul 2001

  Site Services Manager

  * Staffed and trained technicians for on-site customer engagements. * Managed accounts and report performance based on pre-defined SLA's. * Provided process improvement advice and implementation assistance to clients to improve help desk and desktop support cycle times. * Continuously communicate status and opportunities to the sales team and clients. * First point of contact for SBS policies & procedures, pay & benefits, HR issues, and problem escalation. * Participate in regional management team activities including: cost reduction, process improvements, financial and performance reporting. * Provided all performance reviews for all technicians. * Provide mentoring and career development for technicians. Show less

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  SRPMIC

  May 2002 - Jul 2009

  Desktop Services Manager

  Desktop Services ManagerManaged growth and stability for tribal government by overseeing sound technical operations, processes, and services involving more than 1,500 end-users. Coordinated and directed all aspects of desktop services with focus on supporting organizational vision, objectives, and assets. Proactively conducted strategic planning and implemented improved policies, procedures, and processes to satisfy changing needs and achieve continuous process improvements.* Managed multiple projects, from inception to completion with adherence to strict time and budget requirements; select achievement including $1M, three-year project that expanded to $7M over the following three years due to success.* Transformed poor-performing Help Desk into an ITIL-compliant Service Desk; achieved 68% first call resolution rate, 96% Service Level Agreement closure rate, and 94% customer satisfaction rating.* Implemented Root Cause and Corrective Action (RCCA) plans that resulted in an immediate reduction in the volume of incidents fielded by the Service Desk; continue to realize steady reductions in monthly incident volume that decreased from 329 to 225 in the last six months.* Initiated and implemented software life-cycle process and leveraged LANDesk Management Suite reports to ensure compliance; saved $600K in licensing costs in three-year period for one transaction.* Developed and launched PC standardization and replacement program and related process; effectively collaborated with vendors and internal purchasing department to refine process.* Designed PC Image Library and process to support the introduction of new PCs; reduced installation and personalization time from 10 hours to 30 minutes.* Introduced numerous remote management and control tools for Service Desk within multi-site locations spanning a large geographical area; achieved a decrease in service level times and increased effectiveness of staff. Show less

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  Abacus Technology Corp

  Aug 2009 - Dec 2015

  Program Manager

  Utilize several roles and titles like Site Lead, Problem Resolution & NOSC Manager, and OS&HW Lead to manage a multi-million dollar government contract for three large government bureaus (8,000 users, 5 data centers). These bureaus represent the regulatory, audit, revenue, leasing and safety for all oil and gas companies. Responsible for partnering with local government and IT leaders to deliver all foundational IT services: Service Desk, Desktop Support, Application Support, Networking, Data Center Operations, Active Directory, Messaging, and Security. * Directed and influenced revamped processes for IT Governance, Resource Management and Change Management. This allowed the contractors to positively interact with government IT personnel and leadership on status of existing projects and the ability to deliver requested new functionality.* Implemented a Problem Management team and root cause/corrective action process to identify and correct systemic issues within the environment. Resulted in a 70% reduction in incidents throughout the entire organization.* Expanded and automated monitoring and reporting capabilities of the Network Operations and Security Center in order to react quickly to outages or degradation of critical systems.* Implemented new ServiceNow! CMDB SaaS solution that rolled up all IT Service Delivery functions: Incident Mgt, Problem Mgt, Knowledge Mgt, Change Mgt, and Configuration Mgt. Replaced 3 separate systems that did not integrate nor perform those functions very well.* Turned around a poorly performing, reactionary Help Desk into a fully ITIL compliant Service Desk that maintains a high (92%+) first contact resolution percentage and high (95%+) customer satisfaction rating. Implemented numerous enhancements to the ticketing system and processes in order to automate and deliver high quality services on a consistent basis. Show less

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  NuAxis Innovations

  Jan 2016 - now

  Responsible for shepherding innovative solutions from inception to implementation and value realization. Evaluate potential innovations against strategic objectives in order to deliver the highest impact to growth, IT Service Delivery, client outcomes, and employee happiness.Created and lead the ServiceNow practice responsible for building a highly capable team providing an effective combination of IT Service Delivery and ServiceNow expertise to our government clients. Heavily involved in business development in the government IT contracting space. Subject matter expert in proposal responses for all ITSM, and IT service delivery content. Expected to integrate innovation and ServiceNow expertise and experience into winning proposals. Show less

  • VP of Platforms

    Apr 2022 - now

  • Director of Innovation

    Jan 2016 - Apr 2022