IT professional
Resume:
Richard Kies
Email: *********@********.***
Address: Notches
City: Austin
State: TX
Zip: 78748
Country: USA
Phone: 512-***-****
Skill Level: Experienced
Salary Range: 80
Willing to Relocate
Primary Skills/Experience:
See Resume
Educational Background:
See Resume
Job History / Details:
RICHARD W. KIES II
9425 NOTCHES DRIVE, AUSTIN, TX 78748
EMAIL: *********@********.***
LINKEDIN: www.linkedin.com/in/rwkies
SUMMARY
Experienced IT professional with an MBA in Management Information Systems. Possess an IT career that began in the Air Force supporting, training end users and managing a medium size LAN. Additional experience includes consulting and management of several IT projects. Recognized and awarded for proven strategic account management skills working with Large Enterprise customers. A self-starter with proven leadership capabilities and superior presentation skills adept at working well under pressure. Strengths include:
* Escalation Management * Communications Management
* Change Management * Process Improvement
* Communication Skills * Project Management
* Reporting and ROI Analysis
* Team Building * Presentation Creation
* Strategic Planning
TECHNICAL SKILLS
* Excel/Access * TCP/IP
* PowerPoint/SharePoint * Windows Systems Admin
* Linux/Unix
* SQL
* Visio
* SAN/Clustering
* Salesforce.com * ITIL Process
* Cisco IOS
* MS Project
* Cloud Computing
* SDLC
PROFESSIONAL EXPERIENCE
DELL INC, Round Rock, Texas 2002-2012
Services Delivery Manager, 2005-2012
Responsible for overseeing, facilitating and administering ITIL based service support and strategic technical account management and ownership of Dell Platinum Large Enterprise accounts including Twitter, Wells Fargo, MGM Resorts, Baker Hughes and BNSF Railway. Product knowledge spanned Dell`s entire portfolio of enterprise products. As Trusted Advisor provided customers with onsite visits and proactive monthly reporting on incidents, trending, ROI analysis, business impact as well as critical update notifications relevant to customer`s enterprise class systems.
* Earned award from executive leadership team for onsite work at Twitter for resolving customer experience and quality issues. Result: $2M in additional system purchases.
* Completed an ITIL based IT Services Management Review for MGM Resorts International resulting in customer understanding and awareness of their CMMI rating.
* Cultivated strong relationships with Dell account teams and external customers resulting in higher Platinum services contracts, attachment rates and customer retention.
Technical Account Manager, 2004-2005
Engaged and facilitated resolution of support incidents concerning customers` Dell Large Enterprise mission
critical systems.
* Earned award from the executive leadership team for traveling onsite and presenting Dell support best practices to the Cox Communications IT headquarters staff resulting in fewer escalations.
* Facilitated resolution of complex issues for many Large Enterprise customers resulting in 60% faster resolutions and high customer satisfaction.
Senior Server Engineer, 2002-2004
Troubleshot and resolved technical support issues on Dell`s 8th and 9th generation of PowerEdge Servers.
* Promoted to Sky Tech and traveled onsite to 4 remote customer locations and quickly resolved complex business-critical system issues.
AIS CONSULTING, Austin, Texas 2001-2002
Consultant/Network Administrator
Configured LAN/WAN Cisco network devices, IBM Netfinity servers utilizing Windows 2000 and Linux operating systems. Apache Web Servers, MRTG network monitor, Samba, Analog Squid proxy server, Calmaris, Webmin, Citrix and Terminal Server.
TEAM LINUX CORP, Austin, Texas 2000-2001
Consultant
Managed complex IT projects including implementation of a campus WAN utilizing Cisco network devices and Pair Gain. Implemented projects to improve internet access for customers, LAN extension and consultation for LAN/WAN connectivity.
SAIC, San Antonio, Texas 1998-1999
Network Analyst
Performed Tier I level troubleshooting WANs supporting the Army, Navy and Air Force Mednet using Remedy and Hewlett-Packard (HP) Openview.
US AIR FORCE, Brooks AFB, Texas 1992-2000
Medical Systems Technician
Delivered hardware/software support and training to end-users and other computer professionals. Managed Windows NT and SCO Unix servers, extensive L3 support, system administration, web page development and installing, configuring, troubleshooting and managing a medium size network.
EDUCATION
MBA, Management Information Systems, Park University, Parkville, MO
BA, Management Information Systems, Park University, Parkville, MO
CERTIFICATIONS
ITL Foundations V3, EXIN
MCSE, Microsoft
CCNA, Cisco
Linux +, COMPTIA
Network + COMPTIA
PM3 Foundations, Dell
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