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Customer Service Management

Location:
Beltsville, MD
Posted:
October 28, 2014

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Resume:

MICHAEL J. RUBLESKY III

**** **** *****, *******, ************ 17518, 484-***-****, acgi7b@r.postjobfree.com

SUMMARY OF QUALIFICATIONS

Senior level director of technology with demonstrated success in innovation, first to market design, implementation

and a solid history of budgetary success. $1.2 million cost savings over a 4 year period to accomplish forecasted return

on investments.

Developed strategic plans resulting in a redesign of data storage, electronic file access, deployment, logistics,

purchasing, inventory control, asset management, change management, workflow, reclamation, license management,

equipment end-of-life forecasting, support department metrics, and enhancements to increase productivity.

Exemplary troubleshooting, project management, vendor relations, problem solving and joint outsourced partnership

in project orientated – mission critical aspects of an organization.

WORK EXPERIENCE

K12, INC.HERNDON VA

Regional Information Technology Administrator January 2013 - Present

• Infrastructure design, Technology Procurement, IT Budgeting, Multi-State Support

management

Managing and supporting entire technology spectrum in hardware, software and network needs of a

6th-12th grade Charter school with 300+ devices and 200+ end users. Full hands-on support and

vendor outsourcing when needed and cost efficient. Project and change management to meet

timetables of organization. Additional responsibilities include a virtual supervisory role over a

multi-state region providing support, guidance and escalation.

RANDSTAD MANAGED SERVICES

IT Contractor to K12, Inc, Herndon VA. 08/2010-01/2013

• Pilot infrastructure design, IT policy and procedure creation, support, budgeting, forecasting

Pilot design of infrastructure to meet new company model of business. Existing infrastructure assessment and

recommended improvements to meet new visions. Risk assessments for new prototype deployments.

Implementation of thin client work stations, security cameras, door security and cloud based collaboration.

Local, state and federal compliancy alignment with data and security. On-site support provided in a hands-on

environment. Realized a 40% reduction in costs year over year with anti-theft measures.

PENNSYLVANIA VIRTUAL CHARTER SCHOOL

Sr. Director of Technology, 08/2001-06/2010

• Headquarters infrastructure design, support, policy creation, and full IT management

Designed, installed, administered and oversaw the infrastructure for the Pennsylvania Virtual Charter

School Norristown administrative building consisting of office equipment, on premises data center

and integrated phone system. Managed a help desk with on-site escalation. Supported 4,000 end

users. Operated in a $3Million budget annually. Instrumental in the eRate grant writing and

successful funding award, received an exemplary rating from the Pennsylvania Board of Education

in the Charter renewal audit for technical compliancy. Successfully administered systems on local

premises and hosted environments. Administered an Avaya phone system, produced annual budgets

and forecasting, software license management, IT purchasing, project management and escalation

resolution for technical and business matters. Supervised a full IT department with emphasis on

infrastructure, help desk, customer service, financial packages (Peachtree), and Internet disciplines.

Realized a $1Million dollar reduction in cots over a 3 year project in a hardware (Laptop)

deployment.

MICROWAREHOUSE, INC

Inbound Systems Manager, Gibbsboro NJ, 08/1996-05/2001

• Call Center, pre and post-sales support of “WinTel” products. General support of operators.

Management in a call center environment (both Corporate and Consumer based). Pre and post-sale technical

support, troubleshooting, and configuration. Help Desk responsibilities included hardware and software

resolution in a multi-platform environment. Duties involved work assignments, project management, technical

support and training for staff (NT environment), desktop support (NT Workstation 4.0, Microsoft Office,

MACS III, Microsoft Exchange, and MTE), customer support \ service. Allocated appropriate resources to

accommodate customer call volume. Performed annual performance evaluations. Rolled out and supported

new technologies initiated by upper management. Broke standing company records with excellent customer

support during 3rd shift. I was also a member of the President’s Club, ranked as top employee due to

outstanding performance.

EDUCATION

HOLY CROSS HIGH SCHOOL, DELRAN NJ

High School Diploma

• Football team, Wrestling, and School Musical

BURLINGTON COUNTY COLLEGE, PEMBERTON NJ

Associates of Science

• Business Administration

PENNCO TECH, BLACKWOOD NJ

Technical Certificate, Bachelor Studies

• Computer Science, Network Operating Systems (Novell and Microsoft), Computer

Programming (QBasic, COBOL, RPG, RPG IV, PASCAL, C#, C Honor role

MEDIA

• Microsoft Case Study: (http://www.microsoft.com/casestudies/Case_Study_Detail.aspx?

CaseStudyID=400*******)

• Featured in The Jornal.com (http://thejournal.com/articles/2011/05/05/it-in-the-virtual-world.aspx)

• Featured in BlackBoard Collaborate on BlackBoard TV (See minute markers 2:22 & 3:41)

(http://www.youtube.com/watch?v=t-ly3F0Bm5s)

PROFESSIONAL DEVELOPMENT

• Information Security Officer (ISO)

• Microsoft Networking Essentials, Microsoft Academy

• Certified by IBM, What’s Hot in PC’s, IBM Institute

• Certified by Hewlett Packard, Desktop Systems

• Intel Processor NextGen, (Malvern PA)

• PETE&C, 2002-2009



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