Manager Management
Resume:
Thomas W. Harder
Liberty MO, **068
abh63z@r.postjobfree.com
PROFESSIONAL EXPERIENCE
Qualifications:
• Software - Proficient with Microsoft Office Pro to include Visio, and MS Project, Windows
XP, Win 9x, Exchange, Citrix, Outlook, Lotus Notes, Lawson, Crystal, Seibold and Active
Directory, and Remedy.
• Customer Support – Customer oriented professional with over 15 years of IT experience
supporting multiple technologies to include Financial, Manufacturing, and Medical firms.
This includes all written and verbal communications.
• Hardware – More than 15 years of hardware knowledge to include Desktops and laptops, IP
phones, local and networked printers, wired and wireless setups.
• Management – More than 10 years of management experience to include incident and
resolution management. I’ve managed several diverse teams to include Helpdesk/Call
Center, Desktop, Tele-com, Asset Management and Network admins. Confident leader with
strong communication and interpersonal skills. Able to identify and analyze issues for quick
and thorough resolutions.
Professional Experience:
• Provided hardware and software support for 3000 global internal customers.
• Configure and deploy laptop hardware and software for local and remote customers while
maintaining accurate Asset Management inventory.
• Implemented global V-net Cisco Phone system to all remote users to standardize and reduce
phone costs for the firm. Developed and executed a roll-out plan for IP Communicator to
ensure a seamless transition to the new technology.
• Successfully rolled out Instant Messenger within the firm to standardize on the new version.
There was no down time for the customer during this migration.
• Provide on-site technical support to all internal and external customers. Responsible for all
IT needs, Internet lines, laptops, desktops, monitors and printers.
• Create and maintain Active Directory accounts and permissions for all employees.
• Managed a hardware refresh to replace old equipment with the new technology for over
1000 customers in 2009. Coordinated with outside vendors to obtain new hardware for the
refresh of desktops and laptops.
PRA International, Lenexa KS__________________ ________________2008 – 2010
IT SUPPORT MANAGER
• Manage 9 Support Engineers globally to include Canada, US, Mexico, Brazil, Argentina, and
Asia Pacific region.
• Manage support projects to include office consolidations, moves, hardware and software
refreshes, new hire orientation and more.
• Tracks Support Engineers performance using metrics to ensure goals and standards are
met.
• Able to evaluate and make smart business decisions on hardware and software upgrades.
• Perform semi-annual reviews.
• Coordinated the development of checklists and support procedures to ensure standards are
being met in hardware and software support or deployment.
• Trained support staff and business partners on the use of multiple software and hardware
platform enhancements.
• Managed and researched the upgrade to Office 2007.
• Manage the call center environment to cover globally 24/7.
• Coordinated with Change Management to ensure software upgrades were communicated
and performed according to standards.
• Perform weekly server room tours for external auditors.
• Also helped support Europe while new manager was being hired.
Garmin International, Olathe KS__________________ _____________2005 – 2008
IT SUPPORT MANAGER
• In charge of 15 technicians to support all areas of the business including Network Printing,
Desktop Support, Helpdesk Support, Telecom, Network Admins., Asset Inventory and Audio
Visual.
• Project management for all work flows of the team to include Asset Management,
hardware/software refreshes to standardize on one platform of hardware and software and
Audio Visual upgrades that are done within the organization.
• Manage budgets, performed reviews, met with business partners to determine their needs,
dealt with all issues in the Support Team. Work with other groups within IT and the business
on projects to plan for future growth and enhancements.
• Coordinated and managed the space requirements with Facilities for the IT organization
to include wiring and building of workstations.
• Facilitated training on new AMX Audio Visual equipment within each conference room
in the firm.
• Developed and facilitated Helpdesk procedures to ensure each member was fully trained
on the correct procedures.
H&R Block, Kansas City MO_________________________________ _2004 - 2005
COMMUNICATIONS MANAGER
• In charge of all communications from IT to the business.
• Responsible for review of all documents.
• Develop and review all technical procedures.
United States Air Force Reserves, Whiteman Air Force Base MO______1982 2005
OFFICE TRAINING MANAGER 1995 – 2005
Non-Commissioned Officer
• In charge of training, tracking, and documenting all training requirements for personnel in the
analysis office, including training on job tasks and desktop hardware and software.
DATABASE MANAGEMENT & PRODUCTION ANALYST 1982 – 1992
Non-Commissioned Officer
• Developed guidelines and initiated training of other military personal on the Core Automated
Maintenance System.
• Resolved software and hardware issues for over 3000 users within the CAMS network.
• Responsible for the units Comm Squadron CAMS requirements.
• Compiled and analyzed data for inclusion in production reports.
• Extrapolate data from local data bases and CAMS system to analyze and develop special
studies.
• Consults and proposes possible solutions to upper management.
American Century, Kansas City, MO_____________________________1992 2004
DESKTOP PLANNING MANAGER 2000 – 2004
• Led a team of 19 people, including 7 full time employees and 12 contractors. Communicated
weekly to upper management on status of projects and personnel issues.
• Project management for all work flows of the team to include Asset Management and
hardware/software refreshes done within the organization.
• Managed a Disaster Recovery site of 170 live workstations.
• Managed budgets, performed reviews, met with business partners to determine their
needs, dealt with all issues in the Desktop Team, built load plans for upper management.
Worked with other groups within IT and the business on projects and planning for future
growth.
• Created documentation, delegated tasks, and managed multi-million dollar projects.
Some of the projects I managed were printer refresh of 700, Windows NT upgrade to
Windows 2000. Supported approximately 4000 workstations, also managed a MAC backup
server upgrade and a 1200 Desktop refresh. For these projects, managed up to 10 people for
the project.
• Facilitated the training on the new OS upgrades to ensure staff was aware of the changes.
DESKTOP SUPPORT (LEVEL 2 & 3) 1992 – 2000
• Engaged in 2nd and 3rd level support for over 4000 endusers in the KC area for a financial
firm. This included the support of OS/2, win95-XP. Also supported Local and Network
Printing, Ethernet, Token Ring, TCP/IP, PDA’s, Laptops, desktops, multitude of Windows
Applications to include, Office, Visio, Project, DB2, Oracle, and many others.
Truman High School, Independence, MO_________________________1996 2000
INSTRUCTOR (PART-TIME)
• Taught Microsoft Works, Lotus 123, Microsoft Excel, Word and Access to adult students.
• Developed lesson plans, curriculum, and testing for each class.
• Created a feedback and survey process.
EDUCATION
Bachelor of Science Education
Valdosta State University, Valdosta, GA
Associate of Applied Science Maintenance Production Management
Community College of the Air Force, Montgomery, AL
Maintenance Data Systems Analysis Course
3353rd Technical Training Group, Chanute, IL
Master’s Certificate Information Technology Project Management
George Washington University, Washington, DC
CAREER ACCOMPLISHMENTS
LEADERSHIP
Developed and implemented a process to increase company metrics for service tickets
for a global company.
• Analyzed current processes.
• Developed new processes that would reduce completion times.
• Trained team on new processes.
• Implemented process within team.
• Monitored process to ensure accuracy.
Results: Evaluated and measured the results of the process. The new process
increased service ticket close times by 15% over a course of 6 months
which increased the company available processing time by 5%.
TEAM BUILDING
Developed and implemented a 19 member reorganization to enhance the team
productivity for a Fortune 100 firm.
• Analyzed current team structure.
• Developed a plan to reassign job duties.
• Implemented the reorganization plan.
• Trained staff to meet new responsibilities.
• Monitored staff for increased production.
Results: Team production increased by 1 man year which allowed the company
not to hire additional staff to support the growing needs of a fortune 100
company.
TECHNICAL TRAINING & CURRICULUM DEVELOPMENT
Developed and trained over 300 personnel in the United State Air Force on how to use
new critical maintenance documentation software.
• Evaluated new software processes.
• Developed documentation and lesson plans.
• Established and trained over 300 users in a 3 week period.
• Created a formal feedback process to ensure 100% knowledge of the
application.
Results: Once the training was complete it increased data accuracy by 25% and
reduced time taken to input by 10%.
PERSUASION & MOTIVATION
Developed and implemented new processes to increase asset accuracy by 30% for a
multi location financial firm.
• Analyzed current asset inventories.
• Developed an audit process to help identify problem areas.
• Briefed team on problem areas.
• Implemented tracking procedures.
• Monitored process to ensure procedures are followed.
Results: Increase asset accuracy by 34% over an 8 month period which saved a
fortune 100 firm over $50,000 a year in lost equipment.
STRATEGIC & TACTICAL PLANNING
Developed and implemented a process to move desktop equipment to ensure accuracy
and functionality for a financial services corporation.
• Evaluated and analyzed current process.
• Developed new process to move equipment.
• Tested process to ensure accuracy and functionality.
• Monitored the process to ensure all steps are complete.
• Created feedback process to ensure business partners satisfaction.
Results: All desktop equipment is moved with 100% accuracy which reduces
move costs by 20%.
PROJECT MANAGEMENT
Developed and implemented a redundant MAC data server backup system for a
Fortune 100 firm.
• Researched and analyzed current environment.
• Developed implementation and action plans.
• Created project plan and assigned personal to tasks.
• Developed reporting procedures to analyze the progress.
• Monitored the results to ensure reliability of system.
Results: Achieved a 30% cost savings resulting in a $30,000 reduction in expenses.
Implemented this redundant server to ensure critical information is being
backed up in time of a disaster or outage.
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