IT Management

Keith A. Lauer

***** ****** *** **. ***** 804-***-****

Montpelier Va. 23192 ********@*****.***

SUMMARY

A strong leader with proven and progressive experience in information technology, healthcare operations, and IT management. A great team builder with a reputation for outstanding customer service, high-energy work ethic, excellent interpersonal skills, and sound decision-making. Project Management Problem Solving Process Improvement Information Management Team Building Organization Development Hardware/Software Technology Information Security Strategic Planning EXPERIENCE

HCA- Parham Doctors’ and Retreat Doctors’ Hospital Richmond VA Jan. 2015-Oct. 2017 Combined bed count of 431 licensed beds located in Richmond Virginia. Responsible for 15 direct and indirect reports supporting the needs of more than 1000 staff and multiple ancillary sites. Approximately 50 hours/wk. Director, IT&S

Responsible for strategic and operational excellence pertaining to Information Technology support for both facilities.

Coordinated support of multiple large-scale renovation projects to enhance systems and operating environments.

Implemented comprehensive rounding initiatives that increased support and improved first-hour response to outages.

Coordinated the development of scheduling solution for Inpatient Rehabilitation team to address both patient and staff scheduling.

Transformed the culture by creating open channels of communication and collaboration between IT and Facility personnel.

Developed on-boarding training, socialized the process, and trained Account Management and Security processes to Nursing Administration and Hospital Administration teams. HCA- Capital Division, IT&S Service Desk Richmond VA Sept. 2013-Jan 2015 HCA Capital Division Offices, 35 direct and indirect reports with an annual operating budget of $1.2 million. Approximately 48 hours/wk.

Manager, Division Service Desk

Managed the daily functions, workflow, and support of a comprehensive Service Desk

Strategically aligned and transformed the operational effectiveness to shatter Divisional goals.

Doubled customer satisfaction metrics by realigning functionality and achieving a 4 second speed of answer.

Architected a comprehensive plan to develop “Service Desk 2.0” and presented to Divisional Leadership.

Lead the creation of an interim Division-wide Knowledge Management solution.

Chaired and enhanced the Division Change Control process to increase effectiveness and communications.

Instituted division-wide communication process for outage notifications. Proxios Richmond VA Jan. 2013-Sept. 2013

A start-up Cloud Computing Company. Approximately 55 hours/wk. Manager, Service Desk

Implemented a comprehensive Service Desk to assist customers with cloud computing needs.

Developed a Knowledge sharing tool and End-to-End Problem management process.

Designed call-queues, metrics and reporting, and implemented Configuration Management principles.

Conducted face-to-face Quarterly Reviews with clients to assess needs and transform the support model where needed.

UPS Freight Richmond VA Jan. 2004-Jan. 2013

Transportation and Logistics. Managed daily IT&S support with 16 direct reports and 12 indirect . Approximately 48 hours/wk.

Manager, Information Technology

Refined struggling Service Desk based on ITIL methodologies.

Configured, enhanced, and fielded Remedy Service Desk ticketing system.

Developed Incident Management and Change Management processes.

Briefed and trained IT support teams on IT controls and Process Improvement for Incident Management.

Coordinated Sabanes-Oxley efforts to maintain credentials.

Provided management oversight in coordinating the move of a Data Center from Richmond VA to New Jersey. Gray Hawk Technologies Washington, DC 2002-2004

Federal Consultant on Secure Systems. Approximately 48 hours/wk. Deputy Network Operations Mgr.

Created a functional Service Desk to sustain operations of the Counter Intelligence Field Activity Unit (CIFA).

Crafted policy and directives necessary for supporting multi-agency users in a complex networked environment.

Developed reports and criteria necessary to gauge the effectiveness of desktop and network support groups.

Developed a Change Control process and procedures.

Manage the day-to-day operations of the network and develop contingency plans to restore critical services. Capital One Financial Corp. Richmond VA 2000-2002

Financial and Credit Industry. Responsible for 12 direct reports and 135 indirect reports. Approximately 50 hours/wk. Manager, IT Problem Management and Process Improvement

Facilitate the resolution of systemic impacts to the corporation by leveraging IT resources.

Develop procedures to ensure that root-cause can be isolated and mitigated from future recurrence.

Developed Capacity Management processes and socialized those and Change Management principles to IT management.

Create relationships between Incident Management, Problem Management, and Service Management. Bank of America Richmond VA 1997-2000

Financial. Responsible for 8 direct and 17 indirect reports. Approximately 50 hours/wk. VP, Problem Management

Developed process and procedural controls for a corporate level Problem Management effort.

Direct efforts to move the company toward ISO 9000 and ITIL standards.

Worked closely with various support areas to institute Change and Problem Management processes.

Supervise, monitor, and control the support and adoption of Incident Management.

Work to create Business Service agreements among various operating agencies of the bank. EDUCATION

Virginia Union University (Master of Divinity, Magna Cum Laude) Richmond VA 2009-2012 Averett University (BBA Business Administration, Summa Cum Laude) Danville VA 2007-2009 COMMUNITY INVOVLEMENT

Epiphany – State Chairperson, working with incarcerated youth at three facilities UMC, Methodist Men of Virginia – State Chaplain

Hanover Social Services – volunteer coordinator for housing projects and alternative fuel supply (delivering wood for heating)

MILITARY SERVICE

USAF (1982-1990) – Honorably Discharged

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