Resume

Sign in

Manager Customer Service

Location:
Murfreesboro, Tennessee, United States
Posted:
October 22, 2018

Contact this candidate

Resume:

Shawn S. Potter

Personal Details

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

Murfreesboro, TN 37127

Telephone

615-***-****

E-mail

ac7gh6@r.postjobfree.com

Why am I the right person for the job?

I have spent the last 20 years with a high level of passion for what I do. I believe I have the unique combination of technical skills, customer service skills, financial understanding within Information Technology, and the ability to motivate individuals to elevate their own passions to match that which I possess. I can work with all levels of a corporation, from direct end user support all the way through CEO direct reports and have throughout my career as my references will show.

Summary

Key capabilities include:

• Clear understanding of customer service in the Information Technology industry

• 20 years of experience in the Information Technology industry

• Able to diagnose complex technical issues

• Clear understanding of budgetary responsibilities in the Information Technology industry

• 4 years of management experience in the Information Technology industry

• 8 years of expertise in the VDS area

Career History

DXC - Nov 2003 – present

End User Services Senior Manager - Nov 2016 - present Responsible for all services provided to the end user community

• Responsible for designing and implementing in 2018 a desktop infrastructure that allowed thousands of employees to be shifted from office locations to work from home, while simplifying the overall management of end users and improving security/visibility on the devices those employees use

• Direct & Indirect management of team as large as 42 employees

• Budgetary responsibility of more than $3M annually

• Responsibility for end user community as large as 8000 desktop/laptop/virtual desktop units

• Design/Implementation/R&M of largest internal virtual desktop infrastructure in CSC Internal

• VDS infrastructure consisted of over 2500 virtual desktops utilizing Oracle middleware broker and VMware hypervisor

• Significantly reduced overall operating budget year to year while still maintaining service levels

• Designed & implemented the first Apple/IOS asset/software management system within CSC using Jamf Casper Suite

• Designed and implemented 3 major cost savings initiatives in 2017, all centered around minimizing staffing, while providing the same or a higher level of service

• Redesigned our VDI infrastructure to better suit the needs of the business and minimizing downtime

• Responsible for designing and implementing a desktop support model for a new 15 year, $10B contract in 2017

Life BPS Lead Technical Architect - Nov 2013 - present Responsible for re design of current Information Technology Architecture/Customer Implementation

• The purpose of my current role is to evaluate all existing Information technology and design, propose and ultimately implement new infrastructure based on today’s best practices.

• Responsible for assessment and documentation of all existing infrastructure

• Currently reworking our internal customer facing Citrix Infrastructure to better suit the needs of our customers and internal/remote/offshore users

• Architect/SME/Implementation Lead for our new VDS infrastructure being rolled out to all our internal users within CSC

End User Services Senior Manager * Jan 2004 - Nov 2013 Responsible for all services provided to the end user community

• Direct & Indirect management of team as large as 42 employees

• Budgetary responsibility of more than $3M annually

• Responsibility for end user community as large as 5700 desktop/laptop/virtual desktop units

• Design/Implementation/R&M of largest internal virtual desktop infrastructure in CSC Internal

• VDS infrastructure consisted of over 2500 virtual desktops utilizing Oracle middleware broker and VMware hypervisor

• Significantly reduced overall operating budget year to year while still maintaining service levels

• Designed & implemented the first Apple/IOS asset/software management system within CSC using Jamf Casper Suite

MYND Corporation

I.T. Manager * Jan 2000 – Dec 2003

Responsible for all I.T. Services

• Managed a team of over 6 people providing I.T. services to a division of 300 end users

• New business support

• Oversee complex team of server, desktop & network engineers

• 24x7x365 for production environment

• Responsible for researching all future technologies Citrix/Windows/Novell Systems Manager * Jan 1998 – Dec 1999 Responsible for all server specific administration

• Designed/implemented Novell 3.12 to Netware 5 services

• Built over 75 physical Microsoft Windows servers

• Implemented Citrix Presentation Server Farm

• Daily R&M for all services listed about

• Earned Netware 5 & Citrix certifications

Desktop technician * Jan 1997– Dec 1997

Responsible for all desktops in a 300-user environment

• Responsible for imaging of all desktop hardware

• Responsible for maintaining all hardware/software inventory

• Software Support

• Hardware break/fix

Education

Windham High School – 1988 (GED)

CompTIA A+ certified technician

Novell Netware 5 certified technician Citrix CCA

References

James Cook

EVP & GM, Global Industries

(Retired)

CSC

Contact phone number –

917-***-****

Paul Puleo

Chief Information Officer (Retired)

CSC

Contact phone number –

732-***-****

Craig Cheatham

Chief Operating Officer

Architel

Contact phone number –

917-***-****

Mark Babb

I.T. Manager

Bound to Stay Bound Books

Contact phone number –

217-***-****

Direct report references

available as well

Sheila Cooper

Director, Global Cloud Services

CSC

Contact phone number –

256-***-****



Contact this candidate