Professional Experience:

RoundTower/AHEAD Cincinnati, Ohio 2018 – Present

Managed Services Operations Supervisor

Manage a team of U.S. based and Offshore Service Desk analysts.

Coaching of all team members.

Performance Reviews.

Identify and address operational process problems with analyst team members.

Assist in developing service management strategies and identifying staff, tools, and specialized support to ensure processes are providing maximum accuracy and efficiency.

Working closely with Infrastructure, Engineering and Applications teams to assure processes and service level objectives that ensure system issues are resolved and user concerns are addressed in a timely fashion.

Lead P1/P2 Incident Management calls/meetings for contracted corporate entities, to coordinate with various members of Managed Services Management and Engineering teams to optimize resolution activities for high level system-wide production technology service outages including:

Microsoft Platforms

Networking

Cisco Telephony platforms

Mobile devices

Client Services

Cloud

Storage

Virtualization

Data Protection.

FirstGroup America Cincinnati, Ohio 2010 – 2017

Contracted to FGA, via Cohesion – Cincinnati, Ohio

APM/IT Operations (2014 - 2017)

SNOW License Management for all IT Applications, servers and PCs

Monitor overall FOCUS application and server performance using Compuware APM. DCRUM

Provide monitoring/management of multiple IT Engineer level support assignment queues using ServiceNow. Ensure proper reassignment and resolution of assigned support issues for those queues

Configure and support SharePoint project sites as requested by FGA PMO Team

Monitor Canadian Backup Dashboard. Create ServiceNow issues as needed for any issues that arise

Provide monthly reporting for the proposed Atos DC Application server/db cost allocations for Central IT Services. This data is used by management to compare with actual monthly billing costs

Focus Support Lead (2010 - 2014)

Provide 2nd level support for all FirstStudent branches using FOCUS to manage bus routes and payroll times for branch employees

Monitor overall FOCUS application and server performance using Compuware APM

Perform triage for all Focus-related technical and pay-related issues working closely with all branch personnel

Assign 3rd level issues to the appropriate support groups for resolution

Coordinate support efforts with HRIS for FOCUS branches reporting pay-related issues caused by ADP and Peoplesoft employee profile problems

Provide FOCUS Project deployment support by configuring individual Focus client installations as well as Citrix/eBranch configurations for new users

Work closely with FOCUS Data and Operations Teams for issues requiring technical assistance

Coordinate support activities for issues regarding Zonar GPS and swipe data syncing to FOCUS

Contracted to FGA, via Teksystems – Cincinnati, Ohio

IT Service Desk Supervisor (2008 - 2009)

Transitioned multiple North American Help Desks into a centralized Service Desk model based at FGA HQ

Supervised 13 Service Desk agents in a high volume call setting

Executed all team duties: hiring, training, mentoring, counseling, etc.

Generated and analyzed daily, weekly and monthly statistical reports to identify areas for improvement

Implemented all support improvement efforts

Managed staffing model and daily scheduling

Developed technical procedural and process documentation

Maintained knowledgebase solution for service delivery

Pomeroy Computer Resources Hebron, Kentucky 2004 – 2007

Global Service Desk Supervisor

Supervised 20+ Help Desk agents in a high volume call setting

Designated as customer liaison for multiple clients with combined revenue of $750,000 annually

Met or exceeded all contractual SLAs for supported customers

Maintained superior levels of customer satisfaction for all supported customers

Administered CA Service Desk for multiple clients in the Incident, Problem and Change modules

Executed all personnel duties; hiring, training, mentoring, counseling, etc.

Created and implemented client processes, as well as improve existing processes to suit changing needs of customer

Analyzed daily, weekly and monthly reports and statistics

Created and implement staffing models and manage daily scheduling

Monitored service quality via call monitoring and identify training needs

Coordinated transition of new clients into the Help Desk. Created project plans, defined procedures, process documentation, and recruiting

Drafted and proofed technical documentation of necessary processes and procedures

Contractor Cincinnati, Ohio 1999 – 2003

Project Manager with Teknowlegee

Managed support planning and deployment efforts for a Lotus Notes eMail conversion of 36,000 clients for a Fortune 500 company

Managed deployment and support planning of a Novell ZENworks rollout for a Fortune 500 company

Setup escalation processes and procedures for implementation between 1st and 2nd level support tiers

Executed all aspects of project management, including; design, project plan, execution, and closeout

Project Manager with SARCOM

Redesigned a Contract Approval Process for a Fortune 500 company. The design offered this company’s Contract, Legal, Financial, Operations and Equipment Departments the ability to monitor all in-process agreements for all customers on a real-time basis

Deployed store systems for another Fortune 500 company

Managed a group of Project Managers responsible for the systems integration and rollout of ISP, POS, Pharmacy, and CBT systems

Executed all aspects of project management, including; design, project plan, execution, and closeout

Square D Company Florence, Kentucky 1989 – 1999

Lead Lotus Notes System Administrator

Appointed as Lead Administrator in a five-person team responsible for the support of a Lotus Notes enterprise on NT and AIX platforms for 15,000 users in North, Central, South America and Europe

Migrated 10,000 users from GMHS/DaVinci to Lotus Notes

Installed and configured Missive Message switch between GMHS/DaVinci and Notes platforms

Constructed directory to allow communication between Notes and GMHS/DaVinci during migration to Lotus Notes Mail

Collaborated with Lotus Consulting to assist in the design of Groupe Schneider’s worldwide Lotus Notes architecture, direction and strategy

Lead Corporate Enterprise Messaging Specialist

First and second level support to all Global MHS installations across the US, as well as Canada, Mexico and Ireland

First and second level support of DaVinci 2.52, 3.0 and 3.1 E-Mail applications

First and second level support of 1,500-user SMTP/POP3 environment using DaVinci 3.0 front end

Maintained all cross-platform gateways ensuring consistent E-Mail communication on a daily basis

Administered Netware 3.x and 4.x

Help Desk Support

First level support of all Corporate Information Systems as well as all corporate mainframe Marketing applications

Maintained user access to DaVinci and Office Vision eMail systems for all of Square D Company

Education and Skills:

ESI-George Washington University Dayton, Ohio / Chicago, Illinois 1999-2000

Managing Information Technology Projects

Project Leadership, Management, and Communication

Experience-gained Skills Various Roles Ongoing

SNOW License Manager

SolarWinds

Dynatrace DCRUM

Citrix

FOCUS Wiki User Administration

MS Visio

MS Office (Excel, Word, PowerPoint etc.)

Microsoft Project

LogicMonitor

Active Directory

PeopleSoft

Kronos

Lotus Notes R4 and R5

MS Outlook

ServiceNow, HEAT, Remedy, CA Service Desk

Zonar

United States Air Force Wright-Patterson AFB 1981 – 1986

Electronic Warfare Systems Specialist

Performed intermediate level troubleshooting and repair of Electronic Counter-Measure systems

Maintained the Electronic Warfare Systems Program Office Master Technical Order Library and serviced all sub-accounts

Ordered and maintained MIL SPEC (Military Specification), MIL STD (Military Standards) and Data Item Description libraries for the Integrated Logistic Support Division

EW SPO Training Coordinator. Established a training tracking program for all military and civilian personnel assigned. Conducted periodic briefings for all Division Chiefs to advise of changes and new requirements in individual training programs.

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