Help Desk Manager

DUANE R. HOPPLE

**** ****** ***** * ***********, TX 77546 l 281-***-**** l ********@*****.***

PROFILE

Results oriented IT professional with successful experience in Management, Project Management, Application Development and Support, Systems Implementation, Disaster Recovery and Business Continuity Planning and Implementation, Process Development, and Training. Well-developed skills include analytical thinking, problem solving, and communications with team members, customers, and all levels of management. Able to resolve difficult situations under adverse conditions. Works well in a dynamic environment. Familiar with AGILE and ITIL methodologies. Enjoy learning, teaching others, team building, and safety related activities.

KEY SUCCESSES

Start-up Manager for GAT venture with JetBlue at Houston Hobby International Airport.

Increased cost effectiveness and customer satisfaction through reduction of system downtime and proactive monitoring and customized upgrades.

Emergency transition of an application in another area after their loss of key personnel. This included learning the application on the fly.

Increased cost effectiveness, data storage capacity, and reduced system downtime on a key On-Demand Archival system through the migration of existing data to a new system while minimizing overall impact to the business flow.

Increased cost effectiveness and reduced downtime of a key business system through the upgrade from a Windows NT environment to a Windows 2000 environment.

Led a major company initiative of transitioning a division data center from one state to another state.

Reduced downtime of business system from one hour per day to one hour per month by re-engineering a Token Ring Network.

Developed and maintained processes and procedures for a Help Desk that supported 27 different sites and over 2,000 people.

Provided overall project planning, technical oversight, process evaluation, and process improvement that included development of policies, processes and procedures for a Help Desk that supported networked help desks.

Created new procedures for Level 1 and modified Level 2 support documentation. Then trained Level 1, Level 2, and clients on the procedures.

Created and managed project plans for a Process Modeling Center of Excellence. This included interface with various levels of management, working with internal team, business analysts, and managing the expectations of clients.

Because of safety knowledge, designated as the company Safety Representative and Safety Official to NASA as well as developing Safety and Health and Emergency Management Plans.

TECHNICAL SUMMARY

Services & Tools

CA Service Desk Manager, Active Roles Server, CA Remote Control, Citrix, VDI, Kronos, EPIC EMR, Noble Systems TouchStar Applications (Administrator, Supervisor, Agent, IVR Maker, and Reporter), Netware 4.0, 4.1 Server, Windows (3.1, 3.11, 95, 98, NT 4.0, 2000 Server, XP, Vista, 7, and 8), OS/2 Warp Connect Workstation, MS Project, MS Visio, MS Office (all versions), SharePoint, IBM On-Demand, Tivoli System Manager, eGain Mail 4.0, 4.1, FrontPage 2003, Team Player, Peregrine, Open Data Streams Query Tool, Vital Suite 8.x, Netware 4.0, 4.1 Administration, Crystal Reporting 8.0, Remedy.

Programming

Oracle Workshop WebLogic 10gR3, Proprietary Code, AIX, Korn Shell Scripting, HTML, SQL and SQL Plus, FoxPro 5.0, COBOL, FORTRAN, PL/1

Database Systems

Oracle, MS Access

Hardware

Noble Systems TouchStar CTI, IBM 6H1, H50, F50, RS-6000 Servers, IBM Optical Juke Box, NCR 7750, 7770, & 7780 Document Capture Station

PROFESSIONAL EXPERIENCE

GENERAL MANAGER, GAT AIRLINE GROUND SUPPORT, INC., Houston, TX

2015 – 2016

For JetBlue Airline, Houston Hobby International Airport

Local company liaison to JetBlue, responsible for making sure that ground operations are performed in a timely fashion while also ensuring it is done safely. Certified as a JetBlue Trainer responsible for initial and recurrent JetBlue course for all ground crew. Performs on-the job training for the ground operations crew. Conducts daily and monthly safety briefings to crew. Performs weekly, bi-weekly, and monthly reporting. Responsible for hiring, counseling, and scheduling of crew. Vendor management for scheduling of vehicle maintenance, supply and uniform purchasing. Coordinates with neighboring airlines for loaning or borrowing of equipment. Performs quarterly audit in compliance with HAS Spill Water Prevention Plan.

SUPERVISOR, SERVICE DESK OPERATIONS, KELSEY-SEYBOLD CLINIC, Pearland, TX

2012 – 2014

Responsible for the planning and execution of Help Desk Operations, overseeing the execution of Help Desk policies, processes and procedures, in addition to the evaluation and process improvement of Help Desk operations and functions. This includes tracking outages, working with user areas to assure customer satisfaction, performing help desk ticket reviews, ongoing reporting, and hiring and training of the staff.

DKI, Houston, TX

2009 – 2011

VBMS HELP DESK SUPERVISOR, Houston, TX (2010-2011)

For Ray Group International, Department of Veterans Affairs

Responsible for the planning and execution of Call Center/Help Desk Operations, overseeing the execution of Help Desk policies, processes and procedures, in addition to the evaluation and process improvement of Help Desk operations and functions. This also includes:

Supporting overall project and technical planning and execution of Help Desk Operations, in compliance with project and contractual requirements and obligations.

Provide technical oversight for the configuration and maintenance of Help Desk facility telecommunication systems, including Computer Telephony Integration (CTI) system(s).

Provide technical oversight for the configuration and maintenance of Local Area Network (LAN), Wide Area Network (WAN), and Internet system or a segment of network supporting Help Desk.

Perform daily Help Desk system monitoring, verifying the integrity and availability of all hardware, software, and processes, reviewing operations and application logs.

Oversee execution of regular security monitoring to verify compliance with security requirements/regulations and identify possible intrusions and violations.

SR. PROJECT PLANNER, Arlington, VA (2009-2010)

For Ray Group International, Department of Veterans Affairs

Created and managed project plans for various initiatives and provided status reports for the Process Modeling Center of Excellence.

Managed the development team and the expectations of the client including business requirements gathering, documentation, and sign-off.

Managed Security Accreditation Package expectations to ensure the Quality Assurance Web-based application is granted an Authority To Operate (ATO).

Created the Web Portal Desktop for the Quality Assurance Web-based application.

Managed the implementation process including testing through test scripts of the initial role out of the Quality Assurance Web-based application and numerous upgrades.

Created documentation which includes, but is not limited to, Requirements Specification, Application System Design, and Charter documents.

SUBJECT MATTER EXPERT, IBM, Houston, TX

2007 – 2008

For Viewpointe Archival Services

Implemented, supported and administered an application called FraudGuard for a number of versions of the same application for four banks. Also, support IQA and Day 2 Processing. Customer management/liaison, vendor relationships for managing defects and enhancements. 24-7 on-call support. This included being the subject matter expert in the creation of Level 1 procedures for operations center in addition to internal Level 2 documentation and the training of personnel and clients.

APPLICATION EXPERT, CHANNEL DYNAMIX, Houston, TX

2005 – 2007

For Viewpointe Archival Services

Implemented, supported and administered an application called FraudGuard for a number of versions of the same application for four banks. Customer management/liaison, vendor relationships for managing defects and enhancements. 24-7 on-call support. This also included being the lead engineer for two application implementation projects (upgrade and new install).

APPLICATION DEVELOPMENT SPECIALIST, BANK OF AMERICA, Newark, DE

1994 – 2004

(formerly Fleet Credit Card Services, Advanta Services Corp., Colonial National Bank)

Developed, implemented, supported and administered payment processing, image archiving, and mail systems for the credit card division of a major credit card issuer. Managed team, disaster recovery projects for major initiatives. Managed client and vendor relationships of applications and systems. Provided emergency care and reported safety issues as a member of the site Safety Committee.

SAFETY RELATED EXPERIENCE

CAM ENVIRONMENTAL SERVICES, Pasadena, TX

2005

Provided technical support and safety management during post Hurricane Katrina recovery efforts in Louisiana and Mississippi. Also performed air monitor at a site in Texas. HAZWOPER Certified.

Environmental Analyst, Pasadena, TX

Performed air monitor during asbestos removal and benzene tank cleanout at Lyondell.

Site Safety Manager, Gulf Port, MS

Managed safety efforts and ensured proper execution of procedures at multiple sites with Gulf Port and at Keene Air Force Base in Biloxi.

Household Hazardous Materials Site Manager, Abita Springs, LA

Managed team and coordinated efforts with various agencies such as FEMA in the effort to identify and sort hazard materials for safe disposal.

DELAWARE STATE FIRE SCHOOL, Dover, DE

2004

Training academy, providing instruction in Fire, Rescue, and EMS techniques for the Volunteer Fire Service.

Field Instructor: Educated volunteer firefighters in basic firefighting skills.

E.I. DUPONT DE NEMOURS AND CO., INC, Dover, DE

1990 – 1994

Provided rapid response to HAZMAT, Fire, and Medical incidents.

Emergency Response Technician

Certified American Red Cross CPR and First Aide Instructor providing instruction to site personnel

Performed various safety classes on a number of fire and medical related topics.

EDUCATION AND TRAINING

B.S., Information Technology, University of Phoenix – graduated with Honors

A.S., Computer Information Systems, Columbia College, Columbia, MO

Outstanding Data Processing Student Award

Diploma, College Preparatory, Tabor Academy, Marion, MA

National Board on Fire Service Professional Qualifications: Fire Instructor I & II; Fire Fighter I & II

National Registry of Emergency Medical Technicians: Emergency Medical Technician - Basic

National Association of Underwater Instructors: Divemaster, Assistant Instructor

Introduction to Supervising, Customer Focus, Anti-Terrorism, Reg Z, Truth in Lending, Fraud, Compliance,

Hardware Troubleshooting, Software Troubleshooting

CLEARANCE

National Agency Check Inquiry (NACI) – favorably adjudicated by the Department of Veterans Affairs 12/28/2009

COMMUNITY AFFILIATIONS

AramcoBrats, Inc. – Board of Director – Vice President (November 2013-July 2016), Database Director (November 2009-October 2013)

Knights of Columbus (1995-Present) – Sir Knight – Faithful Navigator, District Deputy, Grand Knight

Volunteer Firefighter/EMT (1991-Present)

Rescue Emergency Dive Team, New Castle County, DE (1999-2005)

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