Technology Support Resume Profile

Summary

Information Technology Manager/Knowledge Manager/Learning and Development Manager
With Extensive Experience In
Information Resource Mgt. Technology Operations Customer Support Project Mgt.
Retired Chief Warrant Officer Three CW3 , US Army Judge Advocate General's Corps, 20 years.
Produced solutions to complex problems and developed systems in support of business operations at the executive level.
Focused leader specializing in information technology, project management and knowledge management.
KEY ACCOMPLISHMENTS Led project to create a new legal operations center to streamline processes and create 24 hour response times
Managed project to implement help desk ticketing system decreasing incident input time by 30 percent
Received Fiscal Year 2011 Warrant Officer Instructor of the Year
Designed, developed and implemented the entire Project Management and Knowledge Management course instruction for the US Army Warrant Officer Career College
Managed 10 technicians for the OTJAG and USALSA Tier I and II help desks. Cut response time by 25 Developed and streamlined doctrine, methods, practices, operations, and technologies, including Standard Operating Procedures SOP's and training sessions EXPERIENCE Confidential

Learning and Development Manager/Quality Assurance QA Operations Manager

Design and develop all training materials for the Department of Labor Workers' Compensation Program. Train personnel by conducting formal classroom courses, workshops. Provide daily supervision and direction to training staff and ten QA analysts. Develop processes for call center agents and healthcare claims processing agents. Prepare, maintain and submit performance and productivity reports as required to meet SLA's. Identifies quality problems, initiates, recommends, and provides solutions, and verifies implementation to solutions.
Designed and developed mandatory training for medical coding transition to ICD-10 for call center, billers, providers, and claimants

Confidential

Manager of Technology Support

Supervised and assigned duties to eight help desk technicians and two technical trainers.
Managed and maintained the Learning Management System LMS .
Led project to create a new legal operations center to streamline processes and create 24 hour response times Hired, trained and managed eight help desk and one trainer for new legal operations center Managed project to implement help desk ticketing system decreasing incident input time by 30 percent
Consolidated three help desk knowledge bases to facilitate faster knowledge transfer through SharePoint

Confidential

Master Instructor/Knowledge Manager

Developed and delivered professional education to US Army Warrant Officers. Performed continuous knowledge management assessments and authored organization knowledge management strategy.
Received Fiscal Year 2011 Warrant Officer Instructor of the Year
Developed the Project Management course for the Warrant Officer Staff Course WOSC
Developed the Knowledge Management course for the Warrant Officer Staff Course WOSC
Performed organization Knowledge Management assessment and authored Knowledge Management strategic plan
Facilitated over 1200 hours of platform instruction

Confidential

Legal Administrator - for 1st Infantry Division and the 7th Army Joint Multinational Training Command.
Developed and executed an annual operating budget of 565,000
Provided personnel, administrative, logistical, fiscal, and information systems management services to 61 attorneys and 102 support personnel in eight offices in Bavaria that served a client population of over 63,000 people
Managed project to relocate the legal office and 30 personnel from Wuerzburg, Germany to Grafenwoehr, Germany
Confidential Managed 10 technicians for the OTJAG and USALSA Tier Level I and II help desks Led project to complete 33 percent lifecycle replacement of technology systems each year Developed doctrine, methods, practices, operations, and technologies, including Standard Operating Procedures SOP's , and training sessions Led project for Common Access Card PKI implementation, transition and deployment