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Customer Service Management

Aurora, CO
March 29, 2019

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Larry Armstrong Jr.

**** *******, ****** ** *****

Phone: 1-720-***-****

To who it may concern,

With over a decade or 12.5 years of experience managing enterprise level Information Technology infrastructures including: Project management life cycle, management of Staff, analysis, design, development, testing, maintenance of IT systems, networks, virtual reality, simulation, sim mannequins, budget creation/inventory management and deliverables to thousands of clients, end users and stake holders.

During the past nine years, I have worked within the University of Colorado’s Medical school. At the “CAPE” Center for Advancing Professional excellence.

As CAPE’s technology officer/lead. I provide oversight and management of all aspects of enterprise Information technology Operations and Simulation Technology Operations within CAPE. Specializing strategic leadership in planning for current systems and applications and implementing new technologies

I bring expertise in technology management, budgeting and project management. As well as the assessment, deployment and management of emerging technologies. Being responsible for developing and directing CAPE’s Information Technology infrastructure and strategic plan. Management of I.T. technology equipment, warranties, budgets and applications, Management of Simulation technology equipment warranties and budgets. Have prepared me for this next opportunity.

I welcome the chance to discuss with you further.


Larry Armstrong Jr.

Larry Armstrong Jr.

3040 Glencoe, Denver CO 80207

Phone: 1-720-***-****

Career Profile I am a results oriented Information Technology professional with experience exceeding business unit objectives and technical efficiency goals. I am dedicated to maximizing the effectiveness of my teams and the clients we serve. Ability to manage staff and teams, project management life cycle from planning to completion, analyzing technical issues and optimizing our solution capabilities, I have a proven track record of resolving critical and complex issues. I consistently and effectively provide communication to clients as well as senior executives.


Ability to communicate effectively, both written and orally.

Ability to establish and maintain effective working relationships with employees at all levels throughout the institution and external clients.

Outstanding customer service skills.

Demonstrated commitment and leadership ability to advance diversity and inclusion.

Expertise in IT support and troubleshooting in an academic environment.

Advance problem solving skills, ability to identify and understand issues and facilitate a process to solve problems and resolve issues.

Ability to delegate tasks, roles and responsibilities

Demonstrated experience managing of large-scale IT systems and projects

Completion of A+ certification, PMI Project management training

5 or more years of work experience within a high-stakes information technology simulation education environment is preferred

Experience managing Microsoft Exchange, Active Directory, SCCM 2012, QNAP, Remote Desktop, Windows Server 2008, SyncBack Pro, SharePoint, Command Line, Windows Server 2016, Windows 10, Microsoft Office Suite, Super Micro Servers, MacFi-mpe Audio systems, Crestron control units, Extron Matrix Audio/video 12800, Smart UPS, Digital Video Recorders, Issue tracking system.

Professional University of Colorado - School of Medicine - (CAPE)

Background 2011 – Present

Metro State University—Denver, CO

Bachelors of Science—Computer Information Systems

PMI Institute project management training

New Horizons—Englewood, CO


Personal Achievements

Presidential Academic Achievement Award – G.W. Bush

Tar Wars Poster Contest winner – State of Illinois

Larry Armstrong Jr.

3040 Glencoe, Denver CO 80207

Phone: 1-720-***-****

I.T. Manager July 2015 – Present

Serving on the executive team of the CAPE, providing input on strategic decisions that impact the entire work unit

Developing, maintaining and tracking an IT budget and management of IT equipment inventory, warranties and purchases. Propose recommendations and budgets for new IT purchases each fiscal year. This includes software and hardware along with computer and mobile device inventory. Research and acquires hardware and software quotes, and will keep the CAPE administrator and director up to date on knowledge about impending expirations on IT equipment warranties.

Project manager for IT projects at the CAPE (e.g. interacting directly with vendors in researching upgrade offerings, negotiating the purchase of new equipment or upgrades to the existing system, etc.)

Management of Technology staff and team members.

Management of educational simulation A/V systems (Educational Management Solutions (EMS) Pluto and SIMULATIONiQ) used by learners, faculty and staff from the School of Medicine, CAPE, College of Nursing and External clients. Training faculty, staff and learners on EMS system processes, procedures and best practices

Collaborating with the system vendors to resolve issues

Providing technical support for hardware, software and CAPE EMS servers

Managing, updating and migrating data on CAPE servers

Serving as the sole IT resource for users of CAPE systems

Provides IT desktop support to faculty, students, and staff surrounding software, hardware issues. Leads the integration of new IT systems and software

Purchases hardware and software updating and replacing equipment as well as imaging and building new machines

Maintains CAPE website, CAPE Database, SharePoint, Teamwork’s, Shift planning site for CAPE. Researches and suggests effective design, guidelines, rules and processes for SharePoint and any other online database applications as needed and reports this information to Director of CAPE.

Manages server hardware/software upgrades/updates and patches, performance monitoring, daily backups and connectivity monitoring. Maintains and monitors back up servers off site in the UPI building to ensure CAPE data is backed up on a daily basis.

Maintain communication as necessary with CAPE clients to help develop their event; including material gathering, schedule and checklist creation

Simulation Operations

Developing, maintaining and tracking an SIM budget and management of SIM equipment inventory, warranties and purchases. This position will use this data to propose recommendations and budgets for new SIM purchases each fiscal year.

Lead collaboration with manufacturers / vendors regarding troubleshooting equipment and A/V systems problems.

Develop technical proficiency with all aspects of the operation, maintenance, support, troubleshooting, and repair of CAPE simulation equipment reporting findings to supervisor.

Building and maintaining CAPE website

I.T. Senior Professional November 2011 – July 2015

Collaborate with other units within and outside of the School of Medicine. Provide IT support and expertise to the CAPE staff, faculty and learners.

Supervise the work tasks of proctors and/or standardized patients working any CAPE event. Oversight and management of the SIM IQ system including hardware and software.

Troubleshooting, repairs and ensuring the proper functioning of the system, building and implementing sessions, ensuring that the system is in full compliance with all University data use and storage policies and regulations

Provide oversight and project management for IT projects at the CAPE

Research system vendors and/or upgrade offerings. Negotiate the purchase of new or upgraded software/hardware; manage and participate in its installation and set up with follow through to completion.

Act as the CAPE LAN Administrator and provide IT support to CAPE staff, faculty and learners. Use technical knowledge to assess and triage IT problems including resolution of staff concerns or IT issues while providing effective customer service and follow up.

Provide oversight and guidance in the area of IT Operations: Search for new IT solutions to meet unit objectives and to maximize IT efficiency. Utilize SCCM Maintain Servers, leading all server upgrades/updates and patches, performance monitoring and management of all tracking and scheduling of backups. Research and recommend decisions around implementing new standards of technology such as upgrading of CAPE computers and upgrading of Educational Management Solutions Audio Visual system. Maintain and manage a log/record of all system revisions, outages and general CAPE IT operational information.

Contact this candidate