Manager Customer Service
Resume:
RUSSELL K. BEST
*** **** **. ****, **** ** ( Austin, Texas 78745
512-***-**** (h) 512-***-**** (c) ( ******@*********.***
SENIOR-LEVEL MANAGEMENT
Director / Manager of Operations
Visionary technical operations professional with demonstrated expertise in
planning, developing and implementing cutting-edge solutions to address the
strategic business plans of very-large, multi-disciplinary organizations.
Specialize in designing, developing and implementing solutions to control
cost and enhance productivity. Extensive record of automating processes,
implementing technologies and improving functionality in data centers,
customer service and networks. Dynamic communicator with crisp business
acumen and experience building stakeholder relationships that establish
credibility and confidence in IT's ability to deliver and sustain superior
service. Hands-on leader who develops effective processes to ensure team
success! Areas of expertise include:
Organizational Development ( Contract Negotiations ( Continuous Process
Improvement ( IT Operations Business Re-Engineering ( Operating
Infrastructure ( Quality Improvement ( Financial Management ( Server
and Database Environments . Capital Projects ( International Sourcing (
Root-Cause Analysis ( Project Management .Team Leadership ( Customer
Service & Support
. Security & Disaster Recovery .Manufacturing Integration (
Consensus Building
PROFESSIONAL EXPERIENCE
TEXAS EDUCATION AGENCY ( Austin, Texas ( 2005-Present
State agency with 1200 employees charged with regulating the education
environment statewide.
Network & Server Support Manager
Recruited to serve as IT Manager, overseeing all IT and data center
operations as well as developing strategies to ensure optimal technical
performance. Supported Division Deputy CIO in strategic planning, policy
development and goals for key initiatives! Developed metrics for SLAs,
service and support and ensured achievement by internal personnel as well
as vendors. Supervised 12 direct reports in installation, repair and
support of all campus LANs and WANs, data network, and various servers and
systems! Ensured regular backup and coordinated disaster recovery and
emergency response plans. Managed departmental budget, monitored employee
salary expenses and negotiated vendor contracts. Currently, leading
organizational effectiveness initiative by designing, coordinating and
maintaining computer-based training programs! Lead cross-functional teams
in evaluating training needs. Ensure access to and functionality of key
technical equipment and supplies. Provide classroom training as needed and
track overall initiative effectiveness.
Major Contributions:
. Launched support operations, building team from scratch and establishing
policies to achieve 99.9% system uptime.
. Standardized departmental processes and procedures by creating a formal
policy manual.
RUSSELL K. BEST ( Page 2 ( ******@*********.***
ADVANCED MICRO DEVICES ( Austin, Texas ( 1998-2004
Fortune 500 manufacturer of IC chips with more than 10,000 employee
worldwide.
IT Operations Manager
Held simultaneous positions managing both the network engineering and
telecommunications as well as data center operations monitoring and
planning! Directed all operations for worldwide voice, data and video
networks, including support and security for voicemail systems, 28 video
conference rooms, 1,000 mobile phones, 5,500 pagers and more than 1,000
remote access programs! Installed and managed upgrades and maintenance for
campus-wide LANs and WANs. Developed metrics to ensure optimal service
delivery! Held budgetary authority for $850,000 in salaries and $5.5
million in charge backs, including negotiating and managing vendor
contracts. Supervised as many as 15 employees in various groups and within
multiple disciplines!
Major Contributions:
. Reduced communications expenses by more than $1 million annually by re-
engineering long-distance dialing worldwide to a 5-digit dialing plan
and implementing a VPN for remote connectivity.
. Saved $200,000 annually and enhanced corporate communications and
service by consolidating 2 data centers and 2 data center support teams
into 1.
. Initiated creative methods for managing existing data center power, HVAC
and floor space, enabling N+1 redundancy at no extra cost and saving
$750,000 in unnecessary upgrades.
. Slashed 40% from IT expenses, saving more than $2.6 million annually, by
analyzing usage patterns, identifying problem areas and developing more
cost-effective solutions.
. Honored with 3 special awards for outstanding service.
ATTORNEY GENERAL OFFICE ( Austin, Texas ( 1996-1998
State government organization! Employed by child support division with
approximately 2,000 employees!
WAN Supervisor
Division manager, contributing to enterprise-wide strategic planning and
establishment of departmental policies to effectively manage networks! Led
a team of 5 WAN support personnel, overseeing all statewide WAN projects to
increase efficiency and customer service! Researched methods for optimizing
remote and on-site access as well as expanding WANs and telecommunications
networks. Negotiated key contracts and led cross-functional teams in
mission-critical project execution.
Major Contributions:
. Saved $100,000 annually by recommending the consolidation of T1s into
DS3.
. Enhanced communication between offices and enabled better customer
response times by implementing a statewide voice/data network of 68 PBX
systems.
Career Note: Additional employment history includes Chief Information
Officer with Art for Soldiers, Data Network Planner with General Services
Commission, Senior Analyst with Advisory Commission of State Emergency
Communications and Operations Manager with Lamar University.
EDUCATION
Bachelor of Science in Engineering
Lamar University ( Beaumont, Texas
Associate of Arts in Electronic Technology
Lamar University ( Port Arthur, Texas
RUSSELL K. BEST
411 West St. Elmo, Unit 16 ( Austin, Texas 78745
512-***-**** (h) 512-***-**** (c) ( ******@*********.***
Dear Sir/Dear Madam:
Impacting corporate profitability, productivity and competitive performance
through skillful alignment of technical resources with enterprise mission
is just one of the many ways I served an instrumental role in the success
of each past employer. I have more than 20 years of combined experience
leading and planning IT infrastructures, units and operations, propelling
companies and systems to greater productivity. With a broad skill set and a
personal drive for excellence, I am now seeking the opportunity to join
your team in a senior-level position such as Director or Manager of
Operations.
My roles in the past ranged from WAN Supervisor to IT Operations Manager to
Network & Server Support Manager. A sample of my achievements while serving
in the above and additional positions includes:
. Launching support operations, building team from scratch and
establishing policies to achieve 99.9% system uptime.
. Reducing communications expenses by more than $1 million annually by re-
engineering long-distance dialing worldwide to a 5-digit dialing plan
and implementing a VPN for remote connectivity.
. Saving $200,000 annually and enhancing corporate communications and
service by consolidating 2 data centers and 2 data center support teams
into 1.
. Enhancing communication between offices and enabling better customer
response times by implementing a statewide voice/data network of 68 PBX
systems.
Career Note: Currently attending Walden University on-line. I am studying
for my Master of Science in Psychology with emphasis in Terrorism and
Security
The above briefly summarizes my strengths in senior-level management of
information technology operations. For a more detailed presentation of my
skills and background, please review the enclosed resume and feel free to
contact me at your earliest convenience. Thank you for your consideration.
Sincerely,
Russell K. Best
List of References
Russell K. Best
Fred Mapp
President/CEO
WCIT 2006 Inc.
35338 N. 98th St.
Scottsdale Az, 85262
Former CIO/VP @ AMD
Bob Burkhardt
Director, Information Systems
Stanford University, School of Medicine
251 Campus Drive, M/S 5412
Stanford, CA 94305
Former Director @ AMD
Harvester Pope
Director, Human Resources
Texas Education Agency (TEA)
1701 N. Congress Ave
Austin, TX 78701
HR Director for TEA
L. Heather McMahan
President/CEO (Non-Profit)
Art for Soldiers
12400 Uplands Ridge Dr.
Bee Caves, Texas 78738
Randy Metzger
Manager of Investment Technology
Texas Education Agency (TEA)
400 W. 15th Suite 1100
Austin, Texas 78701
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