Manager Sales

Richard L. Hedelius

**** ***** ****** ***** ***** ( Casa Grande, AZ 85193 ( 520-***-**** (

*********@*******.***

Technology Management ( IT Director ( IT Executive ( Technology Specialist

( Senior IT Manager

PROFILE

Highly accomplished IT professional with proven expertise in global

information systems management, implementation, integration, and support.

Highly adept at overseeing multiple locations, directing projects, and

supporting data center operations. Experienced in systems administration,

technical support, network and system operations, and problem solving.

AREAS OF EXPERTISE

IT Operations ( Project / Program Management ( Strategic Planning (

Technology Support ( Team Leadership

Data Center Operations ( Systems / Network Administration ( System

Implementation ( System Integration

Negotiations ( Solution Development ( Budget/Cost Control (

Hardware/Software Upgrade ( Virtualization

Troubleshooting ( Process Improvement ( Technology Evaluation ( Vendor

Relations ( Security ( Purchasing

PROFESSIONAL EXPERIENCE

HEALTHWAYS, Chandler, AZ 2007 - 2010

Consultant/Systems Administrator

Technical Lead for critical projects, performed technology purchasing,

managed SOX reporting and audits, oversaw server and physical security

maintenance, and served as Level 3 support specialist for $736M provider of

healthcare support solutions. Developed and implemented IT policies,

procedures and SLA's. Evaluated emerging technologies. Set hardware

standards.

. Provided leadership, direction and guidance to team members on various

technical initiatives.

. Developed and implemented processes and procedures to ensure SLA targets

were met or exceeded.

. Team leader for maintaining mission critical servers and storage devices

in a 24/7 environment.

. Worked with department managers to identify technology needs, provide

recommendations and implement solutions for their teams.

. Facilitated meetings and provided appropriate communication for critical

Technology issues.

. Ensured SOX compliance by conducting security audits and by moving

servers to secure data center.

UNICON, Gilbert, AZ 2005 - 2006

Technical Support Manager

Selected to oversee product update and problem resolution support

operations for $10M software consulting firm's web portal software.

Supervised 4-person team that fielded and resolved Tier 2 issues.

. Managed the day to day operations of the Service Desk to provide high

quality service to customers and ensure SLA targets were met or exceeded.

. Reduced Tier 3 issue escalations 20% by improving resolution at Tier 1

and 2 levels. Introduced new policies and procedures. Also minimized

response times.

. Eliminated 15% of calls to support desk by updating online knowledge base

used by customers.

. Mentored team members by providing training, setting goals and career

path planning.

. Enhanced training capabilities and efficiency by virtualizing training

environments.

. Assisted with business development by providing pre-sales support and

presentations.

Richard L. Hedelius ( Page 2

IQMS, Paso Robles, CA 2003 - 2005

Network Operations Manager / Administrator

Directed all server, laptop, desktop, network, and phone support for $7M

ERP software manufacturer with offices in US, Europe, and Asia. Managed

troubleshooting, system configuration, and network security. Purchased

hardware and software. Maintained Exchange, Metaframe, FTP, and PCAnywhere

environments. Assisted with installations at customer sites. Provided pre-

sales support for sales team.

. Developed and implemented network infrastructure upgrade plan that

reduced service calls 30% and included new security, antivirus, antispam,

MS Exchange, and switches.

. Improved service call response times 25% by implementing new support desk

software.

. Reduced telecom and internet costs 30% by negotiating new pricing with

service providers.

. Maintained disaster recovery plan and oversaw critical backup procedures.

. Enhanced productivity by implementing standard computer hardware and

software configurations.

CSC, Santa Clara, CA 2000 - 2003

Systems Administrator

Managed mission-critical servers at client (Nortel) data center. Performed

security patching, security permission updating, application updating, and

scheduled backups. Installed, upgraded, maintained, and repaired client's

computers.

. Achieved 40% improvement in resolution of remote printer issues by

implementing web based solution.

. Lowered backup failure rate 20% by updating backup configuration for all

servers.

NORTEL, Santa Clara, CA 1998 - 2000

Information System Analyst

Provided technical support to executive staff office computers, laptops,

and PDAs. Trained technical personnel in support procedures. Member of

Desktop Standards Committee that approved hardware purchases. Prepared new

hardware for IT executives to evaluate.

. Assisted with rollout of new sales force automation software and

consolidation of 28 global domains.

. Improved productivity by evaluating and recommending switch to Palm PDAs

as corporate standard.

. Selected to work with team from France in setting up and supporting

conference in Monaco.

. Increased efficiency by recommending and implementing new remote printing

solution.

. Earned 2 Exceptional Performance awards.

PREVIOUS EMPLOYMENT: Technical Specialist, Santa Maria Joint Union School

District (1994 - 1998).

EDUCATION

BS in Business Administration - MIS, California Polytechnic State

University, San Luis Obispo, CA

TECHNICAL SKILLS

PCs, laptops, servers, switches, peripherals, PDAs, routers, Windows, MS

Office, Exchange, Active Directory, Terminal Server, OS X, RedDot CMS,

Enterprise IQ ERP, Citrix Metaframe, antivirus systems, VMWare, Backup

Exec, HP Web JetAdmin, Oracle, Pharos BluePrint, Encryption Anyware,

PCAnywhere, Connected Data Protector, FTP, DHCP, LAN/WAN, wireless systems,

telecom systems

ADDITIONAL INFORMATION

Training: Effective Meetings, Decision Making, extensive technical product

training

Languages: Conversational Spanish

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