1. Mohammad I. Randera Page 1 of 2
2180 Oakmont Dr., San Bruno, CA 94066 Cell: (650) 267-3972 mrandera@randera.com
MOHAMMAD RANDERA
Accomplished Senior Information Technology professional with exceptional leadership background and experienced in IT
operations, service desk management, customer service and healthcare IT. True problem solver with a can-do and positive
attitudes, and excels at operating in complex, difficult client environments and under tight budget constraints. Exceptional
organization skills, with proven ability to develop and manage high performance IT support teams. Areas of expertise include:
- Budget Management - Process Improvement - Client Relationship Management
- Request Fulfillment - Program Management - Post-Mortem & Root Cause Analysis
- Incident Management - Project Management - Service Desk Management
- Customer Service - Vendor Management - KPI & Metrics Development
- Healthcare IT - SLA, OLA & SLO - Staff Hiring, Management & Development
PROFESSIONAL EXPERIENCE
LEAVE OF ABSENCE Caregiver San Bruno, CA 2014 to 2016
Provided round-the-clock care for chronically ill family member, including scheduling of care, assisting with daily living
activities, managing medication, coordinating in-home therapies and processing of all medical expenses..
 Successfully negotiated better medical expenses reimbursements with primary insurance provider.
 Negotiated and improved follow-up care process by transporting patient to only one single medical site on one day instead
of multiple sites over several days, making patient safer in the process.
KAISER PERMANENTE (KP) IT Manager Pleasanton, CA 2007 to 2014
Business Consultant Walnut Creek, CA 2005 to 2006
Under the Service Desk organization and accountable for leading the implementation and operations of KP’s new WEB based
onboarding application and concierge service, KP Quick Start. Managed team of 12 Customer Service Reps, 2 Business
Analysts and 2 WEB Developers (1 offshore).
 Conducted gap analysis, resolved gaps and decreased variations in onboarding workflows across all KP regions.
 Improved onboarding turnaround of new hires by 35% within first year, from 45 days to 29 business days, and further
decreased to14 days after Year 2 (additional 52% improvement).
 Achieved savings of $150K over 2011 via onboarding process improvements, application enhancements and contractor
reductions, with minimal impact to new hire onboarding turnaround and customer service satisfaction.
 Improved customer service to all the recruiting and hiring personnel across all the KP regions, including Executives.
o Conducted regular meetings, listened for feedback and built positive relationships with all the onboarding customers.
o Used customer input to improve the onboarding processes and application across all locations.
o Proactively identified customer needs and pushed my team to provide services that exceeded customer expectations.
 Developed and drove appropriate metrics to measure onboarding activities and drove actions from analytics of said metrics.
 Ensured all information were handled in compliance with company policies and procedures, HIPAA, SOX and other
regulatory requirements
 Implemented the Service Desk’s first web based self-service application, automatically generating and routing all Remedy
tickets to the correct support group. Application approximately processed 2000 incidents and service requests weekly,
saving business partners time from having to call the Service Desk for such requests. Recognized by the Service Desk and
IT leadership for this achievement.
 Served as SME for all onboarding and overall Service Desk functions within IT and to all KP Executives Northern California.
 Participated heavily in the implementation of BMC’s Service Catalog and Remedy 7 software applications.
 Represented the Service Desk on the Business Continuity Plan and Disaster Recovery committee.
 Turned around project of transitioning mainframe accounts provisioning from local sites to centralized one in Corona, CA.
Actions and decisions directly impacted improvements of SLA and eliminating backlog of over 5000 account requests.
 Presented monthly analysis of performance trends, SLA and OLA compliance and employee productivity to KP Executives
and recommended solutions for any areas experiencing downward trends.
 Initiated ‘password reset’ project to enable users to reset their applications passwords easier. (40% of Service Desk calls)

2. Mohammad I. Randera Page 2 of 2
SELF-EMPLOYED IT Consultant San Francisco, CA 2003 to 2005
 Assisted several small companies with various IT related projects. Projects ranged from implementing Windows Server
2003 and designing Access databases to advising CEO on vendor selection, maintenance agreements renewal (resulting in
cost savings), identifying new software tools and advising IT staff with day-to-day operational 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
consistent meetings schedule. SLA on trouble tickets resolution improved from 69% to 90% after first quarter, and to 100%
by the end of second quarter.
 Served on key technology steering committees, such as Disaster Recovery planning, Windows XP migration and Trouble
Tickets Severity Classification.
 Established quarterly goals, objectives, and policies with staff. Mentored and 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. (now Dignity Health) Regional IT Manager San Francisco, CA 1999 to 2000
Managed IT operational infrastructure and delivered technology resources to six bay area hospitals and two corporate offices.
Directly responsible for day-to-day operations, systems implementation, staff recruiting and retention, resource planning,
capital expenditure planning, technology needs assessment, disaster recovery, budgeting and financial reporting. Managed
an $8 million capital budget, a $5 million operating budget and a staff of 16 direct reports and three consultants.
 Reduced operational spending by 15%, including lowering circuit costs by $250K through consolidation of WAN circuits and
saving $400K annually by negotiating more favorable maintenance contracts.
 Managed the purchase of all hardware, software and IT services, ensuring optimum pricing. Vendors included: Microsoft,
Novell, Dell, Cisco and AT&T.
 Improved computer training program for all employees, improving productivity and reducing help desk calls by 40%.
 Streamlined information systems, databases, reporting and forms, and increased IT operating efficiencies.
 Served as liaison with FBI during the investigation of email breach at one of CHW hospital.
TCSI CORPORATION M.I.S Manager Alameda, CA 1996 to 1999
PARAGON BIOMEDICAL M.I.S Manager Irvine, CA 1993 to 1996
FLOJET CORPORATION LAN Administrator Irvine, CA 1993 to 1993
MGF INDUSTRIES Systems Administrator Los Angeles, CA 1988 to 1992
SOFTWARE KNOWLEDGE
Windows 10, 8, 7, 2000, XP. Office 2010, Office 365, Google Apps, 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, mobile technologies, Android, IOS, iPhone, Galaxy S, Galaxy Note, iPad.
EDUCATION
- San Diego State University – Bachelor of Science, Information and Decisions Systems, May 1988.
- ITIL Foundation v3 Certification, June 2012