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Customer Service Management

Dallas, Texas, United States
April 12, 2018

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Kevin L. Volkert

***** ******* ******

Dallas, Texas 75238



Accomplished IT Executive with over 20 years of progressive, experience directing information technology and business management plans, managing complex IT projects, leading technical and professional teams, and providing critical business strategy support. Proven ability to direct complex, high-profile projects requiring coordination of multiple resources. Excellent motivator with the aptitude for assessing corporate needs and delivering programs that meet goals and remain in budgetary guidelines. Qualifications include:

Strong analysis skills that include insight on successfully applying technological solutions and best practices to resolve business issues, while improving overall efficiency.

Expert organizational capabilities that include the ability to successfully organize talent and resources to optimize performance.

Skilled in financial management strategies including forecasting, budget setting, and risk mitigation.

Experienced in every role of project management, including business process analysis, design, system architecture, development, testing, implementation, and maintenance.


Change Management • Strategic Planning • Client Relations • Budget Planning • IT Strategy

Process Improvement • Staff Management • Customer Service • Team Leadership

Procurement • Purchasing • Vendor Management • Training & Development

Technical Support • Team Motivation • Program Management • System Improvement


CommScope 2015 to Present

Director, IT Global Data Center Operations

The director directs global data center operations in the delivery of exceptional global enterprise computing and data center services. This includes the creation, maintenance and facilitation of all enterprise IT computing systems, including responsibility for enterprise Data Center Computing, Distributed Systems, Servers, Storage, Backup/Restore, Premise Data Center Network, IT Operations Management and Asset Management.

Lead all aspects of the global data center operations teams including design, engineering, security, implementation, and operations for the enterprise computing environment

Worked with senior management, IT personnel and architects to ensure business alignment

Maintained and developed globally diverse enterprise-class data centers supporting high-volume transactions

Defined architectural guidelines and implemented service monitoring across all platforms to ensure high availability and disaster recovery capable of critical systems

Directed a large number of complex enterprise IT computing and data center initiatives across multiple locations

Negotiated and drove approval process for statements of work and vendor contracts /renewals, including business case ROI determination for all network related activities

Ensured the installation or decommissioning of hardware and/or software, following plans and instructions in accordance with agreed standards. Ensured the testing of hardware and software components affected, resolved malfunctions and recorded the results. Ensured the reporting of details or hardware and software installed so that the organization’s configuration management records are up to date.

Ensured the administration and operation of hardware and software in support of the delivery of an agreed IT service. Included incident handling, availability and performance monitoring, routine start-up/close-down, and the maintenance of operating plans and schedules.

For Capacity Management, matching of hardware, software, network and overall system capacity to meet current and predicted needs of IT services in a cost-effective manner. Dealt with varying levels of resource demands.

Managed the inventory of IT assets held within the organization

Maintained Configuration management of documentation, software, hardware, and firmware IT assets in terms of their identification as configuration items with the definition of their structures and relationships. This included Storage, access, versioning, problem reporting and change control of the configuration items and the application of status accounting and auditing.

Directed teams leading vendor management and issue resolution support, including level II and III infrastructure support for help desks.

Recruited, selected, managed and developed employees. Made decisions regarding hiring, promotions, salary adjustments, discipline, and any other changes of employee status.

Crestwood Midstream Partners 2011 to 2015

Director, IT

This position reports to the VP of IT. Direct all aspects of IT both internally and outsourced Infrastructure & Operations (strategic planning, Technology direction / initiatives, budgeting, and management of many outsourcers)

Leveraged an outsource service model (cloud computing model) for most IT systems (2011-2013)

oIT cost containment, affordable from the start with predictable expense increases as

the business continues to grow

oNeed for reliable and redundant IT resources – mitigate risk associated with IT staff,

and systems being in-house and single threaded

oMaintain quality of IT service levels throughout the company

oProvided 24x7x365 support model

oIntegrated multiple companies through acquisition on to a standardized cloud platform

During recent 16 months insourced all of IT servers from three data centers into a single co-lo facility

Designed and facilitated the upgrade of Microsoft Exchange from 2007 to 2013

Migrated majority of sites to a new MPLS / VPN network

Upgraded and/or replaced the majority of phones systems in each office (Cisco, Avaya, misc.analog systems)

Experience with systems around crude, condensate, and gas

Designed, installed and provide maintenance and support of well level automation equipment, and communications

oCygnet Systems (SCADA), Wonderware, GMR (Custody Transfer/field volumes), eLynx, etc.

oFreewave, Sierra Wireless, Cradle Modems, LAN, WAN (communications)

Negotiated contracts on many hardware and software agreements

Developed standards & procedures for SOX audit tasks (Access violations, Privileged Access, Server Backup, Intrusion Detection, etc.)

Created TEM and saved $150k in overall spend

Insourced, implemented and staffed new Helpdesk

Implemented Solarwinds as a global monitoring tool, backup configurations and hardware compliance

Implemented a RFI and RFP selection process for an ERP. After processing each step, interview companies, multiple demonstrations to IT and business units the selection was Oracle.

Reviewed and setup Quorum TIPS for the Accounting team. I administrated the software and kept up with the SOX requirements setup around it.

Assisted Scheduling and Nominations team as necessary

Developed and trained staff on an Inventory tool which interfaced into the accounting system. This made it easier for members in the field to see available inventory without going through Accounting.

Setup and supported Terminals throughout the US utilizing TopTech Multiload systems

S&K IT SOLUTIONS 2008 to 2011

Owner and Senior Consultant

Provide Managed Services to a multitude of clients (Desktop Support, Server installation and Support, Web Hosting, Data Storage, Back Office Support, Network Design, Telephony, and Technology Support)

Administered capital and operational budgets for storage, systems, network, database, desktop, helpdesk and sox, security groups to identify weaknesses, implement process improvements, and mitigate risks, ensuring complete functionality throughout the infrastructure

Established and cultivated a positive and professional work environment to ensure maximum uptime and availability of all services provided to the end user community

Developed business case that convinced executives to upgrade from Exchange 2000 to 2007 resulting in improved feature functionality, faster performance (20%), and enhanced security

Worked with vendors to evaluate, rationalize, and negotiate new service offerings

Designed and provisioned the replacement of the storage of over 56 terabytes of SAN storage. This increased uptime by more than 40% and increased SLA

Defined and implemented strategic initiatives focused on continued integration

Conducted the yearly Disaster Recovery exercise which had a 98% success rate from a former year of less than 60%

Implemented and maintained a BlackBerry Enterprise Server (BES) which increased productivity

Implemented WAN Optimization solutions to address bandwidth and productivity issues between Mexico and US. This resulted in a 65% increase in network performance

Performed Vulnerability Assessment to ensure security of the internal & external systems

Developed standards & procedures for SOX audit tasks (Access violations, Privileged Access, Server Backup, Intrusion Detection, etc.)

Jacobs Engineering 1991 to 2008

$1B broad-based technical professional consulting firm, which offers a complete range of services to help clients maintain a competitive edge in their respective markets.

Director, IT

Selected by CIO to lead Jacobs / Carter & Burgess Infrastructure and service delivery organizations with a significant focus on driving service excellence and reducing costs. This position reports to the CIO. Directed the operations and technical architecture of the global IT infrastructure teams. Worked to improve operational effectiveness and achieved better service levels with less headcount.

Developed a team to handle storage administration and provisioning to consolidate the management of over 150 terabytes of SAN storage.

Initiated the development of new email storage and Clustered Exchange 2003 architecture. Consolidated 30+ email exchange systems to 4 saving $138K / year

Led the implementation of a new tiered storage architecture that added iSCSI and NAS functionality to the existing storage area network

Initiated the implementation of new fully automated tape system for all platforms that saved over $700K in backup and disaster recovery costs

Oversaw the design and implementation of a server virtualization platform (VMware) that will be used in all environments to save in additional hardware, software and management costs. With VMWare up and running and initial migration targets identified, we were able decommission over 150 servers in initial wave

Administered capital and operational budgets for storage, systems, network, database and telephony groups of approximately $8M to identify weaknesses, implement process improvements, and mitigate risks, ensuring complete functionality throughout the infrastructure

Led the IT team on the merger of Carter & Burgess and Jacobs Engineering

Designed and implemented infrastructure and desktop technology for 17 new office locations. Supported 16 office expansions, 3 office closings, and 2 divestitures

Designed and implemented the Jacobs File Transfer Tool; a global ASP.NET based File transfer system which securely allows distribution and collaboration of data between Jacobs global employee base of 60,000 and external Jacobs’s clients.

Developed applications that enhanced COTS software

Identified requirements and performed source selection for web conferencing and collaboration solution. Implemented MS Live Meeting solution for enterprise allowing broad group interactive meetings and work sessions

Implemented MS Office Communicator Server (OCS) for instant messaging and point-to-point desktop sharing across the enterprise

Implemented and maintained multiple BlackBerry Enterprise Servers (BES) to support the enterprise

Architect and designed a global helpdesk, utilizing multi-tier Service Oriented Architecture including a rich .NET windows client, ASP.NET web interface, and BlackBerry Smart Phone client. The application provides helpdesk support for 3,200 employees in 40 offices located throughout North America

Developed the Carter & Burgess File Management System which centrally manages and controls access to CAD drawings, enabling engineering departments to obtain exclusive access for file manipulation, preserving data integrity, provides versioning control, rollback etc. utilizing C# programming

Designed and implemented a global employee management application to coordinate employees out of office travel, sync with Outlook Calendar, and aid in managing and coordinating employee schedules

Architect and designer on many miscellaneous programs which increased productivity using C, C#, VB.NET, C++, and javascript

Completed a competitive source selection with Oracle as our ERP system. We integrated an image-based workflow for procurement and invoicing and we successfully deployed AR, AP, GL, Project Accounting, Procurement with multiple supplier portal integrations, and integration to key project controls solutions.

Designed and implemented MS Sharepoint as the company’s intranet and collaboration tool.

Implementing CommVault in offices for remote real-time backup and failover. This capability has less hardware in remote offices. All backup is done thru the WAN, No replacing of backup tapes locally each day/week and reduces local staff effort, time & money

Implemented MS Operations Manager across the enterprise for server and application monitoring

Planned and completed email address migration for entire company

Replaced entire WAN with full MPLS, 3x+ capacity, added several additional locations, all new expandable Cisco network equipment, and 4 years onsite support at less than current spend. This reduced bottlenecks, removed limitations, and Increase customer satisfaction

Built a strong partnership with Cisco Systems driving discounts and weekly technical involvement

Implemented next generation Voice over IP pilot

Developed SAN solutions for larger offices and deployed in 8 offices to date

Maintained Active Directory (AD) as the foundation of which everything was built upon

Implemented a Cisco IPCC ACD system within the Corporate site for the Enterprise Service Desk

Regional IT Manager 1991 – 2000

Worked as both a consultant and manager of an IT department with responsibilities in purchasing, negotiating licensing agreements, installation, configuration, and maintenance of computer hardware, software, and networks. Evaluate business requirements and implement effective solutions for the installation, management, and optimization of workstations and programs. I am familiar with numerous programming languages and operating systems including all PC and Unix systems. I developed and implemented internal training programs for technical and administrative software in addition to helping develop the Intranet sites. I also coordinated the customization of CAD standards. Work with Principles of firm to evaluate business requirements and implement effective solutions.

Provide Leadership for IT and Telecommunication functions. Guide staff in the development, implementation, and use of technology in meeting client and firm needs. Design and managed a 2400-node network using Microsoft Active Directory and Novell Directory Services

Managed the strategic planning & selection process of a Storage Area Network (SAN). Designed and implemented the SAN over several weekends. Performed the migration of 6.5 Terabytes of data transfer to SAN. Eliminated several servers through centralization of data

Designed Network & Infrastructure for a 750-node network. Implemented a campus area cable plant network within several buildings, providing gigabit network connectivity

Designed and implemented an Intranet/Extranet to enhance project awareness. Provide hosting services to support complex web based applications for project requirements

Development of Project Plans to implement Microsoft Network Environment. Engineered and implemented new Operating System Rollouts to include Windows 98, NT, 2000, and XP

Negotiated licensing agreements with multiple vendors and decreased potential capital expenditures. Develop recommendations for acquisition of technology including hardware and software. Obtained advantageous and competitively priced consulting, supply and maintenance contracts for hardware, Software and telecommunications systems. Maintained licensing compliancy records and processes. Saved over $850,000 in a 2 year period. Designed and developed a Cost Allocation Program. This provided record of all capital expenditure

Created and implemented security procedures for incoming and outgoing data. Reducing the risk to loss of data

Development and implementation of Extranet Site for client access to project information

Developed long-range strategic plans for Information Technology based on organization wide strategic directives

Provided Unix support for multiple systems

Responsible for Development staff of both internal & external programs

Designed and built the Dallas Office network to be the most reliable of the firm with less than 1% of down time through proper staffing and team building

Reorganized Purchasing Department & negotiated Hardware & Software License Agreements

Prepare and monitor budgets for IT expenditures at a local level as well as Corporate

Coordinate acquisition, installation, configuration and maintenance of computer hardware, software and network, etc. in multiple offices

Responsible for 400+ Microsoft 2000 & 2003 servers and 22+ Novell servers

Coordinated the development and rollout of Windows 2000 environment

Developed and implemented internal training programs for technical and administrative staff

Support popular DOS and Windows (16 & 32 bit) applications in a Novell & Microsoft environment

Perform maintenance and installation of LAN and WAN hardware, including servers, network adapters, hubs, switches, cabling, and printers

Coordinated customization of CAD development, which includes Utilizing Bentley MicroStation, and Autodesk AutoCAD


Bachelor of Science, Architecture

University of Minnesota, Minneapolis

ITIL Foundations

HDI Member

PMI Project Management

Executive Leadership Program

Microsoft Courses (Excel, Word, PowerPoint, Visio, OneNote and Outlook)

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