Summary

An experienced Business Manager with over 25 years experience working for Dow

Jones top 100 companies. With extensive training and experience in Human

Resources, budgeting, negotiation, people, and project management. A focused,

self-motivated, self-managed individual - with extensive business management

expertise - has the ability to utilize strong analytical, communications,

interpersonal, time and people management and leadership skills to deliver

exceptional financial results and a high level of customer service.

Work Experience

2006 - 2012 MAPFRE Insurance/Commerce Insurance Group

Columbus, Ohio

Computer Operations Manager/Supervisor

Managed two IT departments for the western regional headquarters of a medium

sized property/causalty insurance company of up to 250 employees. The departments

managed included computer operations and computer desktop support. The

departments supported were compliance, customer service, marketing and sales,

application services/programming, HR, and executive administration.

Created and implemented systems to monitor, assess, and improve customer

satisfaction with the services provided by IT departments by a factor of 75%.

Measures had to uniquely quantify the performance of dissimilar departments

People management and leadership of seven direct reports and contractors for

separate departments (Computer Operations & Computer desktop support) relevant to

conducting hiring, coaching and counseling, motivation and leadership, career

development & training, performance evaluation, and termination of personnel.

Provide ongoing reports to Corporate IT Management of project level activities

involved with Desktop Support and Computer Operations.

Contribute to the M.I.S planning process by setting goals and objectives for

areas of responsibility, developing Service Level Agreements (SLA) in partnership

with customers and creating processes and measures to ensure consistently

achieving SLA targets.

Assure compliance with Company personnel policies and procedures.

Responsible for all Computer Operations functions such as:

ensuring the completion of all print output for policies, invoices, renewals, and

cancellations letter by the established daily SLA (service level agreement).

Approximately 50,000 documents daily by 10AM deadline.

maintaining, reviewing, and adjusting the operating schedules as necessary,

incorporating user requests and urgencies. The schedule covered operations from

4AM to 6PM Monday - Friday, with addition coverage for weekends and holidays.

evaluating vendor service delivery and holding periodic vendor service review

meetings

developing and updating operations procedures databases and manuals as needed

directing print operations and related functions in the efficient production of

all computer related jobs, and supplies.

maintaining the ACIC Computer Support Technician and Computer Operator's

personnel records.

monitoring the staff hours and completing the weekly time sheets on each

employee.

evaluating performance and service given to users/customers in accordance with

the IT Service Strategy.

investigating and resolve operating problems. Ensures that all operations steps

are completed as scheduled.

reviewing the "Turnover" and "Morning Systems Status Logs" daily and act on all

outstanding issues and problems.

ensuring adherence to problem reporting procedures

coordination and involvement in the planning, testing, and implementation of new

production jobs and procedures as it affects computer operations.

providing training to staff on operating equipment as necessary.

coordinating activities with other IT staff (i.e. conversions, installs, release

upgrades, PTF's, extended system time, etc).

coordinating and maintaining Data Center infrastructure inventory concerning

floor space (approximately 4000 sq ft, electrical power, & HVAC usage.

evaluating new or improved hardware/software technology pertinent to operations

and make appropriate recommendations. (exp. Implemented the installation of

InfoScore Paydata cash processing software for Corporate Services and PolyCom and

Tandburg Video conferencing systems for the executive management staff.)

coordinating all computer room related work to best utilize printers, tape

drives, etc.

representing Computer Operations at interdepartmental meetings.

assisting in the development of the ACIC Disaster Recovery Plan.

establishment and continuance of close working relationships with the other areas

of IT

Responsible for managing all Computer Support functions such as:

asset management of company desktop PC's and Printers.

completion of daily activities and future planning efforts for PC Technology at

ACIC.

operation and repair of all desktop printers and computers at ACIC.

server monitoring and system recovery in the event of failure. (25 servers,

switches, and routers)

establish, promote, and maintain a positive, caring environment in which

teammates can work closely, effectively, and professionally.

assume 24-hour on-call responsibility in the event of system problems.

Xerox Corporation

Dublin, Ohio

Field Operations Manager (High Volume and Printing Systems)

Provided line management direction and support to the assigned team of Customer

Service Engineers. (CSE average span of control is 28)

Planned and implemented CSE work schedules to accommodate 7x24 hour, non-standard

work week, and after hours customer call-out support.

Planned and implemented CSE training schedules to facilitate product launch or

workload shifts.

Responded to customer escalations due to services response or equipment

reliability. (Including after-hours escalations)

Ensured customer satisfaction with Xerox equipment and services through effective

coaching of multiple work groups of Customer Service Engineers.

Coached and counseled individuals and team performance against objectives

monitoring shortfalls using service metrics and MIS reporting tools (CDQS, CSR,

etc).

Facilitated CSE career planning sessions

Provided clear verbal and written communications to customers and service teams

via benchmark technology (PC, Internet, Nextel, etc)

Problem-solved business critical objectives (customer satisfaction, productivity,

and expense performance) and monitor for success.

Implemented technical staffing plan for assigned service team.

Interfaced with Sales organization to achieve organizational objectives.

Achieved assigned revenue, expense, HR discipline, and resource utilization

objectives.

Maintained technology knowledge in the area of network connectivity as well as

knowledge required to be conversant for products supported.

1996 - 2003 Xerox Corporation

Dublin, OH

Senior Customer Service Engineer

On-site diagnostic, repair, modification, installation and remote monitoring of

Xerox high-speed duplicating systems

Analyzed the reliability of negative performance trends with the formulation and

implementation of plans, methods, and activities to resolve same for all products

assigned to an eight-person team

Analyzed customer satisfaction across the workgroup with team coordinated

formulation, implementation and execution of plans, with follow-up to management

of results

After 18 months with the company, I was offered and completed phase I of Xerox

Corporation Management Training.

Received the 2002 Ohio Valley Peak Performer Award

1991 - 1996 Eastman Kodak Company

Columbus, OH

Field Service Manager

A service liaison between Kodak customers and all internal Kodak departments

involved with Digital Imaging and Micrographic systems

Personally improved marketing and service communications resulting in a district

sales increase from $200K to over $2.56M within the first two years as Service

Manager

Provided supervision and career development for up to 17 Field Engineers and

Field Specialists

Managed $10M+ in company assets & revenue, as well as 800+ commercial and

government customers

Responsible for total customer satisfaction of all accounts through active

service involvement and 24 hour availability

Provided workload scheduling, planning, training & development, performance

evaluation with payroll administration, and other related human resource

functions for assigned Field Engineers

Facilitated monthly status meetings with District Manager, peer Service Managers,

and Field Engineer team

Strong PC based computer systems and programming skills (DOS, MS Word, Excel,

PowerPoint, Lotus Notes, Lotus 1-2-3, WordPerfect, COBOL)

Received Kodak's Midwest Region Award for Supervisory Relations

Education

Franklin University

Bachelor of Science in Applied Management with a minor in Organizational Leadership

in progress. Credited with completing 109 transfer and institutional credits

Montgomery County Community College

Course work in Electro-Mechanical Engineering Technology

Eastern Kentucky University

Course work in Computer Programming and Business Administration

Skills & Training

Commerce Insurance Group

Prosci Certified Change Management Practitioner

Completed 83 e-learning courses focused on management, finance, leadership,

communications, team building, and project management

Xerox Corporation

Six Sigma (Yellow Belt certification), First Line Manager, Human Resource,

Business Acumen, and Leadership training, product technical and customer service

delivery training

Eastman Kodak Company

Service Manager Training, Dow Leadership Training, People Skills for Managers;

Labor Relations; Employee Career Development & Training; Performance Management,

Customer First, Covey Time Management; Inventory/Asset Management; Projecting the

Quality Image (customer relations), Employee Health & Safety Management; IBM

ThinkPad Applications Training; Managing for Quality; OJT Trainer/Supervisor,

Xerographic and electro-mechanical theory and repair.

United States Air Force Electronics Technical School

Electronic theory and system repair, USAF Supervisory Training

Contact this candidate