1. Mohammad I. Randera Page 1 of 2
2180OakmontDr., San Bruno, CA 94066 Cell:(650) 267-3972 mrandera@randera.com
MO HAMMAD RANDERA
AccomplishedSeniorInformation Technologyprofessionalwithexceptional leadershipbackgroundandexperiencedinIT
operations,servicedesk management,customerserviceandhealthcareIT. Trueproblemsolverwitha can-doandpositive
attitudes, and excelsatoperatingin complex,difficultclientenvironmentsandundertight budgetconstraints. Exceptional
organizationskills, withproven abilityto develop andmanagehighperformanceIT supportteams. Areas of expertiseinclude:
- BudgetManagement - ProcessImprovement - ClientRelationshipManagement
- RequestFulfillment - Program Management - Post-Mortem & RootCauseAnalysis
- IncidentManagement - ProjectManagement - ServiceDesk Management
- CustomerService - Vendor Management - KPI & MetricsDevelopment
- HealthcareIT - SLA, OLA & SLO - Staff Hiring,Management&Development
PROFESSIONAL EXPERIENCE
LEAVE OF ABSENCE Caregiver San Bruno,CA 2014to 2016
Provided round-the-clockcareforchronicallyillfamilymember,including schedulingofcare,assisting withdailyliving
activities, managingmedication,coordinating in-hometherapiesandprocessingofallmedicalexpenses..
 Successfullynegotiatedbettermedical expensesreimbursementswithprimaryinsuranceprovider.
 Negotiatedandimprovedfollow-up care process bytransporting patient to onlyone single medical site on one dayinstead
of multiple sites over several days, making patient safer in the process.
KAISERPERMANENTE(KP) IT Manager Pleasanton,CA 2007to 2014
BusinessConsultant WalnutCreek,CA 2005to 2006
Underthe Service Deskorganizationand accountableforleading theimplementationandoperationsofKP’s new WEB based
onboarding applicationandconciergeservice,KP QuickStart. Managedteam of12 CustomerService Reps, 2 Business
Analysts and2 WEB Developers(1 offshore).
 Conductedgapanalysis,resolved gapsand decreasedvariationsinonboardingworkflows acrossallKPregions.
 Improved onboarding turnaroundofnewhiresby 35%withinfirst year, from 45days to 29businessdays, and further
decreasedto14days after Year 2 (additional52%improvement).
 Achieved savings of $150K over 2011 via onboarding processimprovements,applicationenhancementsandcontractor
reductions,withminimal impactto newhire onboardingturnaroundand customerservicesatisfaction.
 Improved customerserviceto all the recruitingandhiringpersonnelacrossalltheKP regions,includingExecutives.
o Conductedregularmeetings,listenedforfeedbackandbuiltpositive relationshipswithallthe onboarding customers.
o Usedcustomerinputto improvethe onboardingprocesses andapplication acrossalllocations.
o Proactivelyidentifiedcustomerneedsandpushedmyteam to provide servicesthat exceededcustomerexpectations.
 Developedanddrove appropriatemetricstomeasureonboardingactivitiesanddrove actionsfrom analyticsof saidmetrics.
 Ensuredall informationwerehandledincompliancewithcompanypolicies andprocedures,HIPAA, SOX and other
regulatoryrequirements
 ImplementedtheServiceDesk’sfirst webbasedself-serviceapplication,automaticallygeneratingandroutingallRemedy
ticketsto the correctsupportgroup. Application approximatelyprocessed2000incidentsandservicerequestsweekly,
saving businesspartnerstime from having to callthe ServiceDesk for suchrequests. Recognizedbythe Service Deskand
IT leadership forthis achievement.
 Served as SMEfor all onboardingandoverallServiceDesk functionswithinIT andto all KP Executives Northern California.
 Participatedheavilyinthe implementationofBMC’sServiceCatalogandRemedy7 software applications.
 RepresentedtheService Desk onthe Business ContinuityPlan andDisaster Recoverycommittee.
 Turnedaround projectoftransitioningmainframeaccountsprovisioningfrom local sitesto centralizedone inCorona,CA.
Actions anddecisionsdirectlyimpactedimprovementsofSLA andeliminatingbacklogofover 5000accountrequests.
 Presentedmonthlyanalysis of performancetrends,SLAandOLA complianceand employeeproductivityto KP Executives
andrecommendedsolutionsforany areas experiencing downwardtrends.
 Initiated‘passwordreset’ projectto enableusersto reset their applicationspasswordseasier. (40%of ServiceDesk calls)

2. Mohammad I. Randera Page 2 of 2
SELF-EMPLOYED IT Consultant San Francisco,CA 2003to 2005
 Assisted several small companies with various IT related projects. Projects ranged from implementing Windows Server
2003and designingAccessdatabasestoadvisingCEO onvendor selection,maintenance agreementsrenewal (resultingin
cost savings), identifying new software tools and advising IT staff with day-to-dayoperational issues and tasks.
CHARLES SCHWAB Senior IT Manager San Francisco, CA 2000 to 2002
Managed team of 14 NT Administrators providing 24x7 level-2 support to Executives and critical revenue generating clients,
including Brokerage Operations and all Schwab branches in Northern California. Directly accountable for day-to-day
operations, customer service and resource planning. Tweaked process of deploying IT support personnel across all the
Schwab buildings in San Francisco, resulting in greater staff efficiencies, faster response times, cost savings, and improved
customer satisfaction ratings from 60% to 96%.
 Reversed trend of underperforming team. Improved customer relationships by creating dialog with clients to determine
needs and efficiency of current SLA agreements. In first quarter, negotiated new SLA agreements and established
consistentmeetingsschedule. SLAon troubletickets resolution improved from 69% to 90% after first quarter, and to 100%
by the end of second quarter.
 Served on key technologysteering committees, such as Disaster Recoveryplanning, Windows XP migration and Trouble
Tickets SeverityClassification.
 Establishedquarterlygoals,objectives,and policieswithstaff. Mentoredand coached individual team members to ensure
success and compliance. Resolved conflicts and raised morale.
 Created and implemented emergency procedures for all the branches during California’s power blackouts, resulting in
smooth restoration of systems and services following an unplanned outage.
 Coordinated on-call and after-hours support for all escalated operational issues.
CHW, INC. (nowDignityHealth) Regional IT Manager San Francisco,CA 1999to 2000
ManagedIT operationalinfrastructure anddeliveredtechnologyresourcesto six bay area hospitalsandtwo corporateoffices.
Directlyresponsiblefor day-to-day operations,systems implementation,staff recruitingandretention,resourceplanning,
capitalexpenditureplanning,technologyneedsassessment,disasterrecovery, budgetingandfinancialreporting. Managed
an $8millioncapitalbudget,a $5millionoperatingbudgetanda staff of 16 directreports andthree consultants.
 Reduced operationalspendingby15%,including lowering circuitcostsby $250KthroughconsolidationofWAN circuitsand
saving $400Kannuallyby negotiating morefavorablemaintenancecontracts.
 Managed thepurchaseofallhardware,software andIT services, ensuringoptimum pricing. Vendorsincluded:Microsoft,
Novell, Dell, CiscoandAT&T.
 Improved computertrainingprogramforallemployees,improvingproductivityand reducinghelpdeskcallsby40%.
 Streamlinedinformationsystems,databases,reportingand forms, andincreased IT operatingefficiencies.
 Served as liaisonwithFBI duringthe investigationof emailbreachatone of CHW hospital.
TCSI CORPORATION M.I.S Manager Alameda, CA 1996 to 1999
PARAGONBIOMEDICAL M.I.S Manager Irvine, CA 1993 to 1996
FLOJET CORPORATION LAN Administrator Irvine, CA 1993 to 1993
MGF INDUSTRIES Systems Administrator LosAngeles,CA 1988to 1992
SOFTWARE KNOWLEDGE
Windows10, 8, 7, 2000,XP. Office2010,Office365,GoogleApps, Excel,Pivot Tables,Word,Outlook,Project,PowerPoint, Visio,
Access,SharePoint, OneNote,Remedy,BMC IT Service Catalog,Crystal Reports,Business Objects,Evernote, Dropbox,Cloud
apps, Internet Explorer,Edge, Chrome,mobiletechnologies,Android,IOS, iPhone, GalaxyS, GalaxyNote, iPad.
EDUCATION
- San DiegoState University – BachelorofScience,Informationand DecisionsSystems,May1988.
- ITIL Foundation v3Certification,June2012