Kenneth L. Thon

*** ****** ***** ****** • Safety Harbor, FL. 34695

727-***-****• aceijr@r.postjobfree.com • http://www.linkedin.com/in/kenthon123

SUMMARY

Program, Project and Services professional offering proven experience of success creating and implementing innovative technological & service solutions. Outstanding managerial & client facing skills. Bilingual: Fluent in English & Spanish.

KEY SKILLS & CORE COMPETENCIES

Project Management IT Implementations & Migrations Service Management Sales Support Client/Vendor Management Staff Development Quality Assurance, KPI’s & Metrics

EMPLOYMENT EXPERIENCE

Offsite Technology Solutions. Tampa, FL. 4/2012 – 5/2014

Managed Services Provider

Project & Services Manager

• Hired, managed and mentored five Field Network Systems Engineers, one Help Desk Team Lead and four Help Desk Support Engineers.

• Defined the manpower, resource requirements and deadlines of the project according to the clients' objectives.

• Coordinated with other teams and departments to carry out required operations in order to ensure the successful completion of the projects.

• Successfully completed projects for P2V Migrations; Hosted Managed Servers; On-Premise Managed Servers; MS Exchange Migrations; Office 365 Implementations; Backups; Anti-Spam; Anti-Virus and Disaster Recovery.

• Improved efficiencies for the coordination and scheduling of resources for Field Dispatch and Break Fix (Switches; Routers; Firewalls; Wireless Access Points; SSL Certificates; Workstations; Printers and Office Moves).

• Administered CRM System. Accountable for Contracts, Compliance, Approve and Post Billing, Sales Orders processing and Executive reports (Financial and KPI metrics).

Freelance Tampa, FL. 10/2011 – 4/2012

• Developed and implemented data driven websites for clients using WordPress.

• Established web presence for clients: Domain registration, Search Engine submission & optimization.

Computer Generated Solutions, Inc. Tampa, FL. 7/2005 – 9/2011

Contact Center business providing IT Service Desk Outsourced Solutions

Project Manager 2/2007 – 9/2011

Service Desk New Business Project Implementations

• Developed & managed project schedule to meet timelines and delivery dates.

• Successfully implemented over 20 IT Service Desk new accounts for North America and EMEA on time & within budget (staffing, knowledge transfer, training, reporting, telephony, data connectivity & toolsets).

Software as a Service (SaaS) Project Implementations

• Communicated and collaborated with external and internal customers to analyze

information needs and functional requirements and developed deliverables.

• Successfully implemented twelve Computer Generated Solutions software as a

service (SaaS) “WebTracTM” accounts on time and within budget.

Pre-Sales Engineer (Solutions Architect) 7/2005 – 2/2007

• Met with customers to perform due diligence and understand their current environment, key business issues/drivers, and future requirements.

• Developed and established strong relationships with strategic clients and industry partners. Presented the company products and services to clients.

• Developed projects’ scopes (SOW, scope of work) and prepared proposals.

Freedom Scientific, Inc. St. Petersburg, FL. 11/1998 - 1/2005

Software and Hardware Development Company

Director Technical Support

• Determined staffing needs, established SLA’s, KPI’s and Metrics.

• Developed Standard Operation Procedures for operations and staff development.

• Hired, managed and mentored a staff of 20 (15 in-house, 5 remote & 2 team leads) providing services to over 200k registered users, 50 large accounts and 100 dealers.

• Consolidated the software and hardware teams after the merger of 3 companies.

META Group Stamford, CT. 2/1994 - 8/1998

IT Research and Consulting Company

Help Desk Manager

• Hired, managed & mentored internal Help Desk team providing outstanding support to in-house & remote employees. Developed Service Catalog and established KPI’s and Metrics.

• Successfully implemented remote control software application and hardware upgrade rollout for employees.

SKILLS

Professional: Excellent client facing and customer service skills, highly experienced in leading resources and dealing with all levels of personnel.

Software: MS Project, Visio, PowerPoint, Excel, Word, Access, Publisher, Exchange/Outlook, WordPress, Adobe Photoshop, Adobe Acrobat & Windows Operating Systems, SaaS Applications.

Compliance: HIPAA & PCI requirements and assessments.

Methodology: PMI Project management & ITIL methodology.

EDUCATION

University of Puerto Rico – Business Administration.

Sacred Heart University – Business Administration.

Porter & Chester Institute – AAS in Computer Electronics Technology.

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