Project Manager Sales

Kathy J. Opdahl

***** ***** * *****, *****, MN **009 507-***-**** acch17@r.postjobfree.com Kathy Opdahl LinkedIn

S ENIOR D ESKTOP C ONSULTANT

Results driven IT professional with 14+ years of experience in Infrastructure Management Services.

Reputation for achieving goals through planning, decision making, coaching and communication abilities.

Proven track record for minimizing total cost of ownership for end-user support and driving high levels of

customer satisfaction. Point of contact in client-focused environment, working in conjunction with cross-

functional infrastructure and application support teams. Outstanding interpersonal skills with ability to

effectively communicate with clients regarding business issues and how they relate to information

technology solutions.

AREAS OF EXPERTISE

• Team and Project Leadership System Implementations

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• Troubleshooting and Issue Resolution Process Improvement

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• Root Cause Analysis LAN/WAN Administration

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• Remote User Support Coaching and Cross Team Communication

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TECHNICAL PROFICIENCIES

Certifications: Microsoft Certified IT Professional (MCITP), Microsoft Certified Technology Specialist (MCTS),

ITIL v3 Certification, CompTIA A+ Certification, Novell CNA Certification

Platforms: MS Dos, Windows 9x/NT/2000/XP, Windows 7, Netware

Networking: LAN/WAN, TCP/IP, VPN

Applications: Active Directory, Novell, McAfee/Symantec Anti-Virus, Microsoft Office Suite, MS Project,

Cisco VPN, Citrix, BMC Remedy Action Request System, ITSM, Kronos, ADP, Symantec Ghost,

LANDesk, SCCM, HP JetAdmin, Bomgar, PC Anywhere, DameWare

PROFESSIONAL EXPERIENCE

CAPGEMINI AMERICA, LEE’S SUMMIT, MO (OFFICE IN ALBERT LEA, MN) 1999 – 2013

Desktop and Distributed Services Team Lead (2009 – 2013)

Managed virtual team to provide technical support for 3,000+ desktop systems utilizing remote access tools.

Also managed up to 80 contractors when utilized for projects and on-site support. Coached service desk

agents to increase resolution rates. Identified trends and escalated issues to provide proactive resolution of

potentially widespread problems. Monitored quality of service and influenced continuous improvement.

Collaborated with all IT organizations to drive projects to successful completion.

Key Achievements:

• Managed desktop refreshes and Windows 7 migrations for multiple accounts.

• Delivered projects on time and within budget through effective management of employees and third-

party contractors.

• Increased resolution rate for desktop incidents/requests by coaching service desk team.

• Achieved or exceeded SLA’s by proactively managing multiple desktop support queues.

• Provided break/fix support for national sales meetings and participated in office move for 1,600 users.

Project Manager – Shift Left Initiative (Implemented in 2009)

Developed and managed Shift Left initiative to improve resolution time of incidents and requests by boosting

effectiveness of early support tiers. Analyzed database to identify recurring incidents/requests and directed

team in creation of knowledge objects. Coached service desk in use of knowledgebase. Reviewed tickets

weekly to ensure agents were using tools provided and captured additional solutions to be documented.

Kathy J. Opdahl

Project Manager – Shift Left Initiative, continued

Key Achievements:

• Minimized total cost of ownership by achieving top-performing early support tiers.

• Increased first call resolution for desktop issues 17.5% in one year.

• Improved end user productivity and customer satisfaction by resolving tickets in less time.

• Directed the creation of knowledgebase for L1 support, resulting in fewer tickets escalated to L2.

• Reduced support costs by forming L2 virtual desktop team to resolve incidents/requests remotely.

• Ensured operations of team complied with established practices and procedures.

Desktop & Distributed Services Remote Technical Analyst (1999 – 2008)

Provided remote and on-site technical support for 1,500 users in a manufacturing facility. Provided hands-on

support for other teams such as server and network. Served as liaison between IT and client community.

Reconciled asset management database monthly.

Key Achievements:

• Promoted to Team Lead in 2007.

• Managed desktop support for new client transition.

• Managed Remedy ticket queue to ensure SLA’s were met.

• Key player in major refresh of 700 laptops over three day period.

• Member of on-site transition team at multiple sites.

FARMLAND FOODS (PREVIOUSLY SEABOARD FARMS), ALBERT LEA, MN 1991 – 1999

Sales & Marketing Coordinator (1996–1999)

Provided marketing solutions and sales analysis for sales managers and their brokers. Managed $100,000

promotional inventory. Designed promotional materials and customer presentations. Project lead for

implementation of Kronos payroll system. Assisted corporate IT staff at local site.

Senior Secretary / Accounting Clerk (1991–1995)

Oversaw inventory management at off-site locations, including invoicing and order entry. Assisted product

management and sales department with various tasks and provided backup for payroll clerk. Assisted with

implementation of new order management system on AS400.

EDUCATION & TRAINING

Associate of Science in Marketing / Management

Riverland Community College, Austin, MN

Project Management, Leadership and Coaching Courses

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Windows 7 Courses

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Overview of VPN’s and IPSec

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Network+ and Data Communications and Network Connectivity

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Basic Cisco Campus Switching Design Considerations

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Fiber Optic and Category Five Connectivity and Termination

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Six Sigma – Yellow Belt

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MAGIC Customer Relations

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Virtual Teams

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Unleashing the Enormous Power of Desktop Support KPI's

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14464 660 Avenue, Alden, MN 56009 507-***-**** acch17@r.postjobfree.com Kathy Opdahl LinkedIn

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