Manager Customer Service

Edward Apel

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

Address: **** ********** **

City: Mentor

State: OH

Zip: 44060

Country: USA

Phone: 440-***-****

Skill Level: Management

Salary Range: $65000

Primary Skills/Experience:

IT Manager, Support Manager, Help Desk Manager, Network Manager

Educational Background:

Total Technical Institute (Associates Degree) Lakeland Community College working on

Bachelor's in MIS

Job History / Details:

Edward M. Apel

8364 Mentorwood Drive Mentor, Ohio 44060 Home 440-***-****

Cell 216-***-**** Email: ******@*****.***

Career Objective

Senior Information Systems Business Professional who can drive change and achieve

successful outcomes with extensive experience in various Information Systems Departments,

looking to find a leadership position where I can utilize my background in Information

Technology to generate opportunities, eliminate problems, and provide genuine return on

investment.

Experience

TurfCare Supply Corp, Brunswick, Ohio

Information & Technology Manager, 12-05Present

Manage first, second and third tier help desk and system support

Manage all corporate computing and network assets, including network devices, file and

print servers and the data center

Responsible for the companies corporate communications in the areas of voice, data and

cell phones

Lead all Information Technology projects enhancing the quality, efficiency and support

Worked on the project team to successfully implement a new ERP system in the company

OfficeMax Corporate Headquarters, Shaker Heights, Ohio

Field Support, Senior IT Technical Analyst, 8/02 ? 12-05

Liaison for open store issues that are between multiple departments

Responsible for infrastructure reporting to upper management

Led the CA Waste Management rollout instituted by the federal government (implemented

within 2 weeks for full company rollout)

Responsible for lowering the resolution date of store IT open issues from no close date,

to issues being resolved within 1 business day

Provide senior level assistance to store helpdesk agents (levels 1 and 2)

Corporate Help Desk, Senior Help Desk Coordinator,

Manage/trained/mentored all new hires in the department

Acted as administrator for company?s enterprise management system. Duties include system

maintenance, executive reporting, scheduled and ad-hoc, and system configuration

Created and authored on-line knowledge base for end user support

Assisted in designing new process that automated manual procedures, thus creating

improved systems and provided end user self service

Responsible for the Corporate Help Desk?s achievement of surpassing all statistical goals

at the rate of 125% over the past two years

Employee of the Quarter for the corporate location ? second half of 2004

Progressive Casualty Insurance Company, Mayfield Village, Ohio

Configuration Management Group, PC Configuration Engineer, 7/95 - 10/01

Performed entire systems implementation life cycle process; imaging PCs,

install/configure software/hardware, hardware break/fix, custom configurations based on

proprietary needs, and support of hardware/software rollout projects

Developed user-friendly technical documentation for Progressive associates providing

detailed guidelines for PC build processes/procedures

Served as a liaison between the Automation Regression Testing team and the CIO of

Progressive communicating information pertaining to business process improvement and the

proven process of automating test plans

Developed Configuration Management Lab and provided strategic direction planning

ProRater PlusSoftware Agent Support, Help Desk Analyst III,

Supervised, trained, monitored, and evaluated 125 Help Desk Agents (Levels 1 and 2) by

identifying, troubleshooting, and resolving issues pertaining to technology, business

process, and customer service

Provided senior level support for internal Help Desk Analysts, as well as escalated

external issues

Created and authored on-line knowledge base for training/support purposes

Developed and provided training for numerous software products

Jastech Incorporated, Cleveland, Ohio

Consultant Contracted to Progressive Casualty Insurance Company, 2/95 ? 7-95

First level Help Desk analyst supporting proprietary softwareD.R.T. Systems International L.P

.

Consultant Manager Contracted to British Petroleum, 12/932/95

Led all of D.R.T.?s network, software and hardware initiatives-responsible for a team of

eight contractors

Managed relocation of network hardware to various locations

Responsible for building Novell file servers, their testing and maintenance

Education

Lakeland Community College 2005-Present (working on Bachelors)

Total Technical Institute ? 1990

Professional Development

Fundamentals of Management

Managing High-Performance Teams

Financial Decision-Making for Non-Financial Managers

System Thinking

How to Communicate Like a Manager

Managing Conflict for Better Personal Performance

Team Leadership through Emotional Intelligence

Hardware

IBM, and all compatible PC systems. Laptops, docking stations, servers, scanners and

peripherals.

Software

Windows 95, 98, 2000, XP, 2003, NT, Exchange 2003, MS Active Directory, Group Policy,

VPN, Remote desktop, Terminal Services, and remote management tools, NetMetting, GoTo

Meeting, MS Office Products, MS Outlook, MS Internet Explorer, MS Visio, SQL, Computer

Associates Unicenter Service Desk, Crystal Reports, DameWare, Ghost, StaffWorks, SAP,

BackupExec

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