PROFESSIONAL EXPERIENCE

Confidential, Lenexa KS 2008 - Present
IT SUPPORT MANAGER

• In charge of 9 Support Engineers globally to include Canada, US, Mexico, Brazil, Argentina, and Asia Pacific region.
• Manage support projects to include office consolidations, moves, hardware and software refreshes, new hire orientation and more.
• Track Support Engineers performance using metrics.
• Able to evaluate and make smart business decisions.
• Perform semi-annual reviews.
• Coordinated, developed and facilitated checklists and support procedures.
• Trained support staff and business partners on the use of multiple software and hardware platform enhancements.
• Managed Assets to ensure accurate inventory globally.
• Managed a call center environment to cover globally 24/7.
• Develop and maintain budgets.
• Perform weekly server room tours for external auditors.
• Also helped support Europe while new manager was being hired.

Confidential, Olathe KS 2005 - 2008
IT SUPPORT MANAGER

• In charge of 15 technicians to support all areas of the business including Network Printing, Desktop Support, Helpdesk Support, Telecom, Asset Inventory and Audio Visual.
• Project management for all work flows of the team to include Asset Management, hardware/software refreshes and Audio Visual upgrades that are done within the organization.
• Managed budgets, performed reviews, met with business partners to determine their needs, dealt with all issues in the Support Team. Worked with other groups within IT and the business on projects to plan for future growth and enhancements.
• Coordinated and managed the space requirements with Facilities for the IT organization to include wiring and building of workstations.
• Facilitated training on the new AMX Audio Visual equipment in each conference room.
• Developed and facilitated Helpdesk procedures to ensure each member was fully trained on the correct procedures.

Confidential, Kansas City MO 2004 - 2005
COMMUNICATIONS MANAGER

• In charge of all communications from IT to the business.
• Responsible for review of all documents.
• Develop and review all technical procedures.

Confidential, Whiteman Air Force Base, MO1982 - 2005
OFFICE TRAINING MANAGER 1995 - 2005
Non-Commissioned Officer

• In charge of training, tracking, and documenting all training requirements for personnel in the analysis office, including training on job tasks and desktop hardware and software.

DATABASE MANAGEMENT & PRODUCTION ANALYST 1982 - 1992
Non-Commissioned Officer

• Developed guidelines and initiated training of other military personal on the Core Automated Maintenance System.
• Resolved software and hardware issues for over 3000 users within the CAMS network.
• Responsible for the units Comm Squadron CAMS requirements.
• Compiled and analyzed data for inclusion in production reports.
• Extrapolate data from local data bases and CAMS system to analyze and develop special studies.
• Consults and proposes possible solutions to upper management.

Confidential, Kansas City, MO 1992 - 2004
DESKTOP PLANNING MANAGER 2000 - 2004

• Led a team of 19 people, including 7 full time employees and 12 contractors. Communicated weekly to upper management on status of projects and personnel issues.
• Project management for all work flows of the team to include Asset Management and hardware/software refreshes done within the organization.
• Managed a Disaster Recovery site of 170 live workstations.
• Managed budgets, performed reviews, met with business partners to determine their needs, dealt with all issues in the Desktop Team, built load plans for upper management. Worked with other groups within IT and the business on projects and planning for future growth.
• Created documentation, delegated tasks, and managed multi-million dollar projects. Some of the projects I managed were printer refresh of 700, Windows NT upgrade to Windows 2000. Supported approximately 4000 workstations, also managed a MAC backup server upgrade and a 1200 Desktop refresh. For these projects, managed up to 10 people for the project.
• Facilitated the training on the new OS upgrades to ensure staff was aware of the changes.

DESKTOP SUPPORT (LEVEL 2 & 3) 1992 - 2000

• Engaged in 2nd and 3rd level support for over 4000 desktops in the KC area. This included the support of OS/2, win95-XP. Also supported Local and Network Printing, Ethernet, Token Ring, TCP/IP, PDA's, Laptops, multitude of Windows Applications to include, Office, Visio, Project, DB2, Oracle, and many others.

Confidential, Independence, MO 1996 - 2000
INSTRUCTOR (PART-TIME)

• Taught Microsoft Works, Lotus 123, Microsoft Excel, Word and Access to adult students.
• Developed lesson plans, curriculum, and testing for each class.
• Created a feedback and survey process.

EDUCATION

CAREER ACCOMPLISHMENTS

LEADERSHIP

Developed and implemented a process to increase company metrics for service tickets for a global company.

• Analyzed current processes.
• Developed new processes that would reduce completion times.
• Trained team on new processes.
• Implemented process within team.
• Monitored process to ensure accuracy.

Results: Evaluated and measured the results of the process. The new process increased service
ticket close times by 15% over a course of 6 months which increased the company available processing time by 5%.

TEAM BUILDING

Developed and implemented a 19 member reorganization to enhance the team productivity for a
Fortune 100 firm.

• Analyzed current team structure.
• Developed a plan to reassign job duties.
• Implemented the reorganization plan.
• Trained staff to meet new responsibilities.
• Monitored staff for increased production.

Results: Team production increased by 1 man year which allowed the company not to hire additional staff to support the growing needs of a fortune 100 company.

TECHNICAL TRAINING & CURRICULUM DEVELOPMENT

Developed and trained over 300 personal in the United State Air Force on how to use new critical
maintenance documentation software.

• Evaluated new software processes.
• Developed documentation and lesson plans.
• Established and trained over 300 users in a 3 week period.
• Created a formal feedback process to ensure 100% knowledge of the application.

Results: Once the training was complete it increased data accuracy by 25% and reduced time taken to input by 10%.

CAREER ACCOMPLISHMENTS
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PERSUASION & MOTIVATION

Developed and implemented new processes to increase asset accuracy by 30% for a multi location
financial firm.

• Analyzed current asset inventories.
• Developed an audit process to help identify problem areas.
• Briefed team on problem areas.
• Implemented tracking procedures.
• Monitored process to ensure procedures are followed.

Results: Increase asset accuracy by 34% over an 8 month period which saved a fortune 100 firm over $50,000 a year in lost equipment.

STRATEGIC & TACTICAL PLANNING

Developed and implemented a process to move desktop equipment to ensure accuracy and functionality
for a financial services corporation.

• Evaluated and analyzed current process.
• Developed new process to move equipment.
• Tested process to ensure accuracy and functionality.
• Monitored the process to ensure all steps are complete.
• Created feedback process to ensure business partners satisfaction.

Results: All desktop equipment is moved with 100% accuracy which reduces move costs by 20%.

PROJECT MANAGEMENT

Developed and implemented a redundant MAC data server backup system for a Fortune 100 firm.

• Researched and analyzed current environment.
• Developed implementation and action plans.
• Created project plan and assigned personal to tasks.
• Developed reporting procedures to analyze the progress.
• Monitored the results to ensure reliability of system.

Results: Achieved a 30% cost savings resulting in a $30,000 reduction in expense. Implemented this redundant server to ensure critical information is being backed up in time of a disaster or
outage.