Manager Technical Support

Gordon E. Oppenheimer

*** ****** ***** +1-203-***-****

Fairfield CT 06824-4047 ******.***********@*****.***

Summary MBA with Computer Science degree and strong client support skills

who excels at developing structure and process to achieve business

strategy.

EXPERIENCE

Provided operational leadership for multiple customers in a matrix organization

IBM

with total yearly revenues of $6 million. Responsible for customer satisfaction,

Managed Cloud Services

governance, SLA achievement, and cost management for SAP and PeopleSoft

Delivery Project Executive

customers.

March 2007 to present

Managed hosting contracts as projects for multiple customers, predominantly

IBM

in the financial services sector. Responsible for customer satisfaction, profit

e-Business Hosting Services

and loss, and business development. Developed training materials for new

Project Executive

hires in this rapidly expanding group.

November 1999 to March 2007

Managed global messaging system with 3,200 seats in over 80 offices including

Gartner Group

coordination of several IT groups (Systems, Internet, Technical Support,

Information Systems

Training) in a matrix organization. Managed crisis response to outages

Manager of Collaborative

including authorizing technical responses, interfacing with senior management

Technologies

and end-user notifications.

August 1996 to November 1999

Performed UNIX System Administration, Internet security management, and

Air Age Publishing

hardware/software technical support, for a fifty user network of PCs, X-

Information Technology

Terminals, and Macs. Managed Systems budget to within one percent of target.

Systems Manager

Successfully initiated culture change to incorporate Internet by print focused

September 1993 to August 1996

enterprise.

Performed UNIX System Administration and software technical support for

Fairfield University

faculty and students. Dramatically reduced new semester workload though

Academic Computing

automated scripts. Introduced Internet to faculty and students through training,

Unix System Administrator

documentation and user-friendly software.

July 1991 to September 1993

EDUCATION

Masters in Business Administration

University of Connecticut

May 1998

University of Connecticut Bachelors of Science in Computer Science and Engineering

December 1989

ACTIVITIES

Great Beginnings Montessori Volunteer member of Board of Directors

PTA Committee Chair Produced annual student variety show for six years

PTA Website Developed interactive website using PHP/MySQL/Javascript to manage after

school registrations which is now used by five schools.

1st Degree Black Belt – September 2011

Song Tae Kwon Do

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