Accomplished and energetic IT professional with more than 20 years of experience. Solid history of achievement in systems design, implementation and management, integration, standardization, extensive project management, business relationship management, user support, and IT strategy implementation. Motivated leader with strong organizational, prioritization, and communication abilities. Driven to implement effective IT Service Management processes and tools, and manage infrastructure efficiently. Proven track record of achieving exceptional results through creating and managing highly effective and collaborative teams, implementing cost saving measures, and increasing user productivity.

Outgoing IT professional with more than 20 years of experience. Seeking to leverage my technical and professional expertise to bring value to the company’s IT group, enhance the firm’s IT strategy, and develop strong relationships to help bring even more success and profitability to the business.

Charter Communications (Spectrum)

April 2018 – Present

Colorado Springs, CO

Responsible for the successful management of Local Site IT (Desktop Support) across the Spectrum call center footprint. Management of 80+ technicians and 6 senior managers supporting 48 locations. Function as a business partner to the site Vice Presidents, Directors, and other call center senior leadership. Responsible for integrating several legacy teams into a single new team, while significantly expanding the number of locations supported. Responsible for defining the KPIs, metrics and dashboards to successfully manage a geographically diverse team and to ensure that the team achieves the highest levels of customer satisfaction.

• Actively and consistently support all technologies in the Local Site IT portfolio
• Create and monitor troubleshooting capabilities and documentation standards and create troubleshooting flows for all applications and infrastructure within the footprint
• Define standards, guidelines and processes across all the sites managed
• Lead the creation of effective triage processes that will reduce mean time to repair (MTTR)
• Develop key metrics to measure the operational performance of all teams and functions in the operational support groups
• Partner with various business and other IT functions to provide timely updates
• Work closely with IT teams to ensure hand-offs to production are clearly documented
• Ensure operational teams are properly trained and positioned to expertly support the environment
• Ensure solutions are tested appropriately and improve the overall customer experience

TekVisor Consulting LLC

February 2018 – Present

Castle Rock, CO

Lead the company to identify, design, develop, and support IT services for potential clients.  Create marketing and networking efforts to build a strong customer base.  Establish, maintain, and nurture the business customer relationship while defining communication and collaboration protocols that best fits the customer’s needs.

• Capture customer demand in the market and determine how to best fill it
• Collaborate with current and potential customers to select the demand items to implement based on needs, business value, constraints, etc.
• Manage the web presence for the company
• Perform consulting engagements based on the services supported

Study.com

February 2018 – Present

Castle Rock, CO

Vet lessons for accuracy, engagement, and clarity.  Copy-edit content to find errors in grammar, syntax, and readability.  Provide constructive feedback to other contractors responsible for writing the content.  This is more of an opportunity to give back to the profession that has brought me so much over the years.

RE/MAX

May, 2017 — November, 2017

Denver, CO

Led an IT Service Team (Strategic Business Initiatives) to identify, design, develop, and support IT services across the IT Service Management (ITSM) life cycle, consisting of the Strategy, Design, Transition, and Operate phases. Responsible for identifying business customer stakeholders and understand their business capabilities and priorities. Established, maintained, and nurtured the business customer relationship while defining a communication and collaboration protocol that best fits the customer’s needs.

• Captured and help shaped customer demand and understood how demand aligned to current and/or future business capabilities
• Collaborated with customers to select the demand items to implement based on needs, business value, constraints and priorities
• Helped the business understand the established IT strategy while helping IT understand the needs of the business
• Managed multiple agile-based projects to release and deployment and acted as key member of the Change Board for implementation
• Ensured business requirements gathering for projects matched strategy and priorities of the business
• Member of core team to select and establish ITIL processes and implement a firmwide IT Service Management tool

Capgemini

March, 2016 — May, 2017

Castle Rock, CO

Responsible for all end-user services for a client of 58 locations and 9000+ users. Directed a team of 167 technicians supporting all client users and firm senior leaders. Handled invoice management for the 3rd party support partner. Created strategies to enhance client’s asset management, hiring/termination, and ordering processes. Responsible for attaining defined support SLAs and ensuring all escalations were managed to a high level of satisfaction. Acted as technical lead and project manager on desktop-related projects.

• Managed highly effective support processes, resulting in the handling of over 42,000 tickets and 100% attainment of defined SLAs
• Oversaw the management of the client’s video conference systems and effectively managed over 10,500 events with a 99.5% success rate
• Built active relationships with each office manager at all 58 sites, resulting in a 30% week-to-week satisfaction rating increase
• Developed and conducted extensive training and support metrics on customer satisfaction, increasing understanding of the client and raising customer satisfaction scores to over an 8 out of 10
• Acted as the escalation liaison across all 3 of the client’s regions, resulting in quick resolutions, high trust relationships, and increased customer satisfaction levels
• Managed over $2M in support invoices, ensuring billing accuracy and timely payment

Grant Thornton LLP

May, 2003 — March, 2016

Oakbrook Terrace, IL & Castle Rock, CO

Responsible for all systems management activities within the firm across 50 locations and 7500+ users. Directed team of 7 in executing all efforts around endpoint architecture, software integration, system design and implementation, configuration and asset management, security operations, infrastructure operations, enterprise monitoring, and software development. Created business technology roadmaps and strategies, helped define and execute budgets, and managed complex projects to completion, in order to meet current and future decision making requirements. Planned, coordinated, and directed IT group efforts to ensure the development and implementation of cost-effective systems and efficient computer operations.

• Collaborated with senior IT leaders on strategies, budget, and technology roadmaps, resulting in increased customer productivity and satisfaction, reduced IT cost, and enhanced relationships with the business
• Managed over 300 projects to completion, staying on budget, on time, and on scope
• Created $6.2M in cost savings by reducing imaging times to 1 hour and optimizing the desktop/laptop environment and with enhanced technologies, solutions, and standardization
• Reduced server outages by 20% and realized $1.7M in annual savings through implementing firm-wide server health monitoring and by driving local office infrastructure standards and operations
• Oversaw the software packaging/distribution process and methodology, resulting in 30% quicker response to release requests and 50% increase in package distribution speed
• Decreased risk to firm data and facilitated greater control of critical firm assets by directing security operations such as patching, data encryption, backup, anti-virus, and compliance reviews
• Managed $6M in leased assets with less than %1 loss rate and created a highly functional CMDB to support all other implemented ITIL processes
• Increased the productivity and retention by managing relations between IT divisions and business stakeholders, releasing quality communications, and providing technical and functional training
• Created and implemented a web portal and utility suite, resulting in unified data, enhanced metrics, and greater business reporting capabilities
• Led execution team to align IT goals to business strategy and objectives

Arthur Andersen, LLP

May, 1995 — February, 2003

Chicago, IL

Managed the global Novell network and directory services environment (1000+ servers). Developed solutions, management tools, and global training, and evaluated, recommended and implemented 3rd-party products, allowing the group to meet business data and reporting needs.

• Created technology strategy, developed roadmaps, and set standards for current and future solutions, paving the way for business growth.
• Managed multiple global projects, delivering services to more than 80 countries
• Provided project reporting and dashboard metrics to senior management
• Developed audit solutions, created documentation and presented global training on standards, management processes, and best practices
• Developed a suite of directory and server management tools resulting in an average productivity increase and cost savings of 20%
• Presented global training sessions in the US, Asia, and Europe

The Church of Jesus Christ of Latter-day Saints

March 1994 – April 1995

Salt Lake City, UT

• Supported hardware and software needs of end-users and wrote troubleshooting documentation
• Designed and implemented database systems (MS Access)
• Developed inventory tracking applications in Microsoft Visual Basic

Parlant Technology

March 1992 – March 1994

Provo, UT

• Sold educational computer voice messaging technology to schools and districts nationwide
• Managed and supported company contact tracking database system
• Traveled and gave sales and training presentations around the country

Bachelor of Science, Information Systems

Graduation Date: 1995

• Double minor in Business Management and German
• GPA: 3.43
• Presidential Scholarship recipient
• Association of Systems Management Member

Germany

January 1998 – January 1990

• Lived in Germany for 2 years, adapted well to the culture, and became fluent in the language
• Provided countless hours of volunteer work
• Held multiple leadership positions, having stewardship over large groups of people

Indian Prairie School District IT Strategy Committee

January 20011 – March 2013

Aurora, IL

Help define, plan, and execute the IT strategy for the school district’s 21 elementary schools, 7 middle schools, 3 high schools, and 28,500 students along with the 3,022 employees.

Boy Scouts of America

January 1999 – December 2019

Naperville, IL & Castle Rock, CO

• Led a group of scouts in weekly troop activities
• Assisted and coached scouts to receive their Eagle Scout Award
• Participated in Scout Camp activities
• Conducted clinics for scouts to receive merit badge awards
• Served on the local scout committee
• Participated in High Adventure activities

• Spending time with family
• Website development
• Audio/visual content development and publishing
• Writing

• Graphic design
• Application Development
• Genealogy
• Scouting

• Camping
• Photography
• Working with people

All of my references are available upon request.  Thanks!