David Lane

Experience

• 

  Cox Communications

  Jan 1998 - Jan 2015

  Managed 12 production support analysts working at various facilities from San Diego to Santa Barbara, providing client services to 2,800+ employees. Supported the device lifecycle management for $4M in corporate assets. Mentored a team of 7 technical support staff and handled escalation requests from 1,300+ onsite employees. Developed SharePoint system that provided real-time KPIs and established a centralized support desk that helped raise first call resolution. Championed various projects and implementations with the IT teams such as: improved device lifecycle management, wireless fleet service deployment, and a disaster recovery system redesign. Supported 1,300+ employees with computing issues and requests.

  • California End User Support Supervisor

    Jan 2011 - Jan 2015

  • Orange County Desktop Support Supervisor

    Jan 2009 - Jan 2011

  • Senior IT Analyst

    Jan 2005 - Jan 2009

  • IT Support Analyst I-V

    Jan 2000 - Jan 2005

  • ISS Dispatch I-II

    Jan 1998 - Jan 2000
• 

  Orange Unified School District

  Jan 2015 - now

  Assist and support 24 staff members across various client services teams to consistently provide positive customer service. Align department goals to the district strategic plan in order to improve the educational experience for both students and staff. Provided leadership and technical direction for all user support teams that contributed to end user experience at Orange Unified. Responsible for 21 direct reports who assisted ~30,000 staff and students across 40 campuses. Supported 13 technical specialists that maintained day to day technical operations at 40 campuses throughout the district. First point of escalation support for both site and department leadership at all campuses.

  • Assistant Director of Client Services

    Jan 2022 - now

  • User Support Manager

    Jan 2017 - Jan 2022

  • User Support Supervisor

    Jan 2015 - Jan 2017