Customer Service Management

A aron D. Leppin

*** ******** **. #***, ************, I L, 60108

630-***-**** ***********@*****.*** w ww.linkedin.com/in/aaronleppin

Di rector of I nformation Technology

Senior technology manager noted for team leadership, reducing r isk, and improving

customer service. Leverages advanced infrastructure, applications, and IT

operations to deliver cost-effective solutions that meet business needs.

Areas of Expertise

Management: Resource management, Process improvement, Strategic

p lanning, Project management, Vendor management, and Client

relationships

Operating Systems: A ll versions of Windows Server and Windows Desktop

Server Software: E xchange Server, SQL Server and Reporting Services, Active

D irectory, I IS, File/Print Services, Remote Desktop Services,

SharePoint, and Office 365

Backup Software: Symantec Backup Exec, CA ArcServe, and Dell AppAssure

Vir tualization: VMWare and Hyper-V hypervisors, vSphere management

p latform.

Scripting: Powershell and VBscript with WMI

Hardware: Dell PowerEdge, HP Proliant, and IBM servers, Dell, HP, and

Lenovo desktops and laptops

Network: Cisco ASA and PIX, SonicWALL, WatchGuard, Checkpoint, and

C lavister fi rewalls, Cisco, HP, and Netgear switches

Storage: NetApp and HP LeftHand SANs

Phone Systems: S tar2Star, TeleVantage, Shoretel, and Mi tel

P rofessional Experience

Common Sense Solutions, Lombard, I L

D i rector of Network Services January 2010 – May 2014

Oversaw Managed Services Group in Chicago and St. Louis of 6 resources.

Responsible for budget, staffing, account management, project management, and IT

service delivery.

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• Managed service delivery for Microsoft Windows, Exchange, SQL, I IS, Active

D irectory Hyper-V, Cisco, SonicWALL, VMWare 5.x, and HP and NetApp SANs.

• Delivered dozens of on-time, on-budget projects for infrastructure and

application development with project budgets exceeding $100,000.

• Implemented new integrated t icketing, project management, and customer

relationship solution with IT I L processes increasing the number of users

supported per technician by 15% and reducing average t icket resolution time by

approximately 20%.

• Redesigned voice and data networks, migrating the organization to VOIP and

i ncreasing in ternet speeds by th ree times. Negotiated pricing to reduce monthly

costs by 40%.

Aaron D. Leppin 630-***-**** ***********@*****.***

Independent IT Consultant, Bloomingdale, I L

I T Consultant January 2009 – January 2010

Consulted for small and midsize businesses with Microsoft, VMWare, and HP SAN

technology.

• Automated legal discovery process, reducing time to produce requested emails

by 75%.

• Windows server consolidation for regional home builder, reducing physical

server footprint by 60% and saving over $25,000 on licensing costs.

Trans-Tech Consulting Services, I tasca, I L

Service Delivery Manager/Sr. Systems Engineer February 2007 – January

2009

Designed, implemented, and supported IT solutions, as well as managed the IT

delivery group. Employee of the Year (2007). Supported Windows, Exchange, SQL,

I IS, and Active Directory.

• Buil t new service desk to support client networks and i mplemented processes

for t icket escalation, scheduling, and SLAs that allowed for more than 25%

average yearly growth.

Worknet, Inc., Naperville, I L

Network Engineer June 2005 – February 2007

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Consulted with clients matching business needs to technical solutions. Supported

data center environment and hosted services including Exchange, Active Directory,

SQL, and SharePoint.

• Consistently billed 5% - 10% over target utilization.

Federation of Animal Science Societies, Champaign, I L

I nformation Technology M anager September 2002 – June 2005

Managed daily operations of internal network and hosting environment consisting

of Windows, Exchange, websites, and SQL membership management databases.

• Negotiated with vendors to redesign telephone service reducing monthly costs

by 30%.

One-to-One Service, Champaign, I L

Network Administrator April 200 – September 2002

Supported internal network infrastructure and hosting environment.

• Migrated infrastructure from one data center to another saving 10% monthly.

Education and Certifications

IT I L Foundation July 2014

Lean Six Sigma Green Belt September 2014

Certified Associate in Project Management (PMI – CAPM) December 2014

Microsoft Certified Technology Specialist: Exchange 2010 – MCTS March 2011

Microsoft Certified Systems Engineer 2003 – MCSE August 2006

Microsoft Certified Systems Administrator: Messaging 2003 – MCSA October 2006

University of I llinois at Urbana Champaign Urbana, I L

Major – Computer Science in the College of Engineering

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