Thomas A. Lepczynski

**** ***** ***** *********: 708-***-****

Orland Hills, Illinois 60487 Email: ac2ea7@r.postjobfree.com Executive Summary

Successful IT career partnering information technology with business operations to deliver high-end service level results. Develops and implements best-in-class IT solutions for complex business demands. Strong communication, analytical, leadership, problem-solving and project management performance record. Independent, creative and critical thinker with sound judgment and decision-making competencies. Pioneer in service quality and performance improvements. Expertise includes:

Cross-Functional Team Leadership Project Life Cycle Planning & Management

Information Technology Solutions Test Planning, Evaluation & Problem Resolution

Systems Configuration & Integration Hardware & Software Solutions Professional Experience

McKesson, Tinley Park, Illinois 3/2012 to 5/2017

IT Field Support / Technical Assistance Center Manager Core member of the IT Management Team, providing management and direction for a 10 member IT Field Support Team & a 4 member Technical Assistance Center Team. Scope of responsibility include all hands on IT support for McKesson BPS employees & customers under an IT Support contract, along with IT business support project management, personnel hiring & development and customer satisfaction.

• Coordinated hiring, training, advancement, performance appraisal and professional development of 1 Field Support Team Lead, 9 Field Support technicians, 4 Technical Assistance Center analysts across 13 BPS sites and 15 client sites domestically.

• Collected and analyzed customer surveys, scorecards and other IT satisfaction metrics to maximize response to trouble tickets and improve satisfaction rating and used those metrics in individual performance reviews.

• Worked closely with other IT Team leads to coordinate projects that involved my team to make sure work was completed on time.

• Run the weekly change control meeting to make sure the proper documented approvals are received for any changes in our technology environment.

Highlights:

Successfully sunset Windows XP before the end of support in all of our BPS locations and 12 client sites including all remote users.

Successfully converted 80% of the Plano CBO and Oldsmar CBO to virtual desktop, which dramatically reduced support desktop issues.

HURON CONSULTING GROUP, Chicago, Illinois 6/2002 to 6/2011 IT Support Director (1 / 2008–6 / 2011)

Core member of the IT Management Team, providing leadership and direction for a 25+ member IT Support Team. Scope of responsibility include all IT support for 1,900+ employees, along with IT business support project management, personnel hiring and development, user satisfaction, system troubleshooting, and administration of a $1.5-2M annual IT hardware budget.

• Coordinated hiring, training, advancement, performance appraisal and professional development of three managers, three contractors and 20 support specialists across 10 U.S. and international sites.

• Partnered with human resources managers to forecast new hires and collaborated with VAR Insight to make cost-effective purchasing decisions for laptops, desktops, printers and accessories.

• Collected and analyzed user surveys, scorecards and other IT satisfaction metrics to maximize response to trouble tickets and improve satisfaction rating.

• Made improvements to service levels, procured one-off / unique IT purchases and offered various laptop choices to new hires by collaborating with corporate leadership and department heads. Highlights:

Successfully orchestrated an enterprise project to roll out laptops with Windows 7 and MS Office Suite 2010 with the upgrade of MS Exchange and SharePoint 2010.

Achieved 33-35% discounts on laptops and desktops via strategic vendor relationship building.

Effectively maintained a 4.5 or higher user rating for IT satisfaction (on a 5-point scale). IT Support Manager (1 / 2005-1 / 2008)

Managed a support team of nine support specialists (Level I & II) and four IT contractors across multiple domestic locations, planning and coordinating response to trouble tickets and other user needs.

• Evaluated, compared and selected suppliers based on price, quality and reliability, and coordinated procurement of laptops, desktops, printers and accessories.

• Analyzed strengths and weaknesses of support team via performance metrics and user feedback, and implemented training enhancements and other methods to maximize user satisfaction. Highlights:

Created a weekly rotation among the support specialists to provide after-hours and weekend coverage for emergencies

Designed the Chicago support specialists area in conjunction with Huron’s remodeling project to provide a walk-up window for improved service to local users. Systems Administrator (6 /2002-1 / 2005)

Provided a high level of systems administration in the areas of business communications, desktop imaging, hardware procurement and support desk employee training.

• Placed orders for new employee laptops and accessories; created new user ID’s and mailboxes.

• Designed and maintained laptop / desktop images, and updated IT equipment asset database.

• Assigned telephone numbers and setup voicemail caches for all Chicago personnel.

• Trained and supervised three support desk employees (Level I & II). ARTHUR ANDERSEN, Chicago, Illinois 9/1996 to 4/2002 Network Specialist

Responsible for the configuration, installation, maintenance and administration of all network systems in support of 3,800 users at the Chicago regional office. These included several NT 4.0, Windows 2000 Citrix terminal servers, NT 4.0 (IIS 4) and Windows 2000 (IIS 5) intranet servers, along with the entire LAN infrastructure.

• Partnered with the Application Solution and SQL teams to ensure current updates were promptly and accurately reflected in the production intranet environment.

• Provided Level I & II network support for all users.

• Upgrading infrastructure of 20 networking switches on several floors connected via fiber optics over a period of 3 months with no disruption to the business.

COMERICA BANK, Chicago, Illinois 9/1992 to 9/1996

Micro Services Technician

Installed, configured, maintained, upgraded, customized and ensured high performance and reliability of all PC equipment, software and LAN servers.

• Evaluated and tested new software products.

• Installed new workstations, printers and gateways on seven local area networks. MICROAGE OF RIVER NORTH, Chicago, Illinois 4/1990 to 9/1992 Field Engineer

Configured, delivered, installed and tested new computer equipment, software and peripherals. Responsible for diagnosing and resolving user software and hardware issues, and providing remote technical support.

Education

ROBERT MORRIS COLLEGE, Chicago, Illinois

Microcomputer Systems Technician Diploma

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