Manager Technical Support

Lane E. Horstmann, Jr.

**** ******* **, *******, ** 77080

Phone: 713-***-**** *************@*****.***

Professional Summary

I am an IT professional with management experience in multiple industries spanning large and small organizations. I have managed successful implementations of call centers and technical support organizations in startup and mature environments, with a proven management track record

organizing, staffing, training, and leading enterprise technical support operations.

Windows - Mac - iOS - Android

MS Office - Microsoft Access - Microsoft Project - Microsoft Active Directory

LAN/WAN Networking - LAN cable - PC troubleshooting - Phone systems

Aloha Point-Of-Sale - QSR Kitchen Display

Mobile device management - Telecom management

Asset management - Project management

Career Accomplishments:

Organized, hired and trained staff for a 24/7 call center supporting 330 locations.

Responsible for mission critical restaurant point of sale system generating $500,000,000 annual sales.

Implemented a “bring your own device” policy that reduced monthly mobile communications expenses by 20%.

Professional Experience

Ignite Restaurant Group, Houston, TX 2007 to 2013

Director IT Technical Support

Expansion of Brick House, Kitchen Display System retrofits, Enterprise POS upgrades

Associate Director IT Technical Support

Brick House concept rollout, JCS new development

Manager IT Technical Support

Joined Joe’s Crab Shack as the technology support manager for the new corporate IT organization. Defined the role of the technical support group, interviewed and hired staff, developed procedures and established the IT call center for restaurants and the corporate office. Managed support staff responsible for menu and price changes.

Accomplishments:

Founded the IT restaurant support call center for new corporate office.

Organized, hired, trained and managed staff for the IT call center.

Researched, selected, implemented and trained staff on incident ticketing system.

Coordinated and directed the installation of all IT infrastructure, hardware and systems in new properties.

Managed all point-of-sale support related to menu, pricing and local operational control updates for all properties.

Responsible for support and operation of corporate office phone system. Managed vendor, supervised system upgrades and trained support staff on day-to-day operational issues.

Coordinated and managed IT infrastructure upgrades as the corporate office expanded form its initial 10,000 sq. ft. space to the over 25,000 sq. ft. it occupies today.

Managed fleet of 200+ mobile devices, from the initial deployment of BlackBerrys, through transition to smartphones and eventually migration to a BYOD environment. Managed negotiation of corporate contract. Trained support staff on mobile troubleshooting techniques and procedures.

RDM, Inc. / Lupe Tortilla Mexican Restaurants, Houston, TX – Director of IT 2003 to 2006

Accomplishments:

Managed all aspects of IT operations, networking, and data/voice communications as a one-man IT department.

Implemented controls and testing environment for restaurant menu support, including item and price controls for revenue audit and verification.

Designed and supervised installation of IT infrastructure for the corporate office.

Supervised installation of IT infrastructure and POS system during the construction of 3 new restaurants.

Saltgrass Steak House, LLC, Houston, TX – VP IT 1996 to 2002

Managed all aspects of IT operations, networking and voice/data communications.

Oversaw a period of rapid growth from 5 to 26 locations in 6 years.

Grew IT staff from one, to a total staff of 10, including specialists in POS support, food cost management, end-user support and networking.

Managed a series of WAN infrastructure upgrades from dial-up, to ISDN, to DSL for VPN.

Pennzoil Company, Inc., Houston, TX – IT Assets Manager 1977 to 1996

Progressed from entry-level programmer to systems analyst, team leader, supervisor, and manager of various support and development groups responsible for financial reporting and end-user technologies.

Initiated the "information center" support function to address support for new personal computing technologies. Last position was manager of IT asset management.

Education

North Texas State University (University of North Texas)

Bachelor of Business Administration, Minor – Information Systems Graduated 1976

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