Manager Professional Experience

RICHARD HACKLER

*** ****** **. ** ***** Rapids, MI 49503 616-***-**** *********@*****.*** PROFESSIONAL PROFILE

Highly analytical, methodical and collaborative IT manager with proven experience in systems evaluation, leadership, team development, and process and documentation development. S upports vital digital systems, working with clients, executives and technical staff to implement and support operational technologies and recommend strategies for process improvement .

AREAS OF EXPERTISE

Employee Development

Network Security

Project Management

Budget Planning

Audit Remediation

Process Development

Client Relationship Building

Team Leadership

XenServer

PROFESSIONAL EXPERIENCE

CU Answers Grand Rapids MI 2015- Present

Client Support and Operations Manager

L ead a team of 20 technical employees in the support of over 260 clients nation wide. Coordinated training and onboarding processes for new employees. Developed and deployed processes to ensure the network security of hundreds of client networks. Lead team meetings identifying trouble areas in process and support for clients and worked collaboratively across teams to correct. Developed reports outlining team performance, budget, and recommendations for the executive council. Managed large scale projects involving clients across the country. Developed strategies to process large workloads and address critical issues immediately. Created and maintained documentation outlining departmental procedures. Monitored and coached phone support as well as managed ticket for and meeting of SLA deadlines. Developed staffing and strategic technology plans.

FOREST HILLS PUBLIC SCHOOLS FOREST HILLS, MI 2012-2015 Helpdesk Coordinator

Analyzed trends in support and created strategies for support techs to employ proactive approaches to mitigating issues. Oversaw the workflow of our web helpdesk system. Participated in strategic planning and development of strategy for the linking of technology resources to broader organizational goals and initiatives. Oversaw summer project planning and management. Responsible for asset management of over 13,000 devices. Coordinated and executed districts preparations and implementation of M-Step. Image and package deployment using SCCM. Identifying and troubleshooting common network issues and configurations. Basic networking and switching.

Technology Assistant

Su pported staff and students in the use of hardware and software. Configured equipment and deployed new applications, applying updates and fixes when necessary. Met regularly with administrators and served 18 locations. Collaborated with the IT staff to solve technical problems and make recommendations. Technology Intern Supervisor

Developed strategies for interns to push into large-scale IT projects. Maintained daily schedule for student interns. Multimedia Clerk

Organized and maintained a collection of over 4K materials, including books, e-readers, video equipment and other media materials. Assisted teachers and administrators on-site with troubleshooting. Creatively integrated innovative technologies into the media center.

EDUCATION

Bachelor of Science in History & Sociology

Grand Valley State University

2009

Masters in Computer Information Systems

Grand Valley State University

2015

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