Customer Service Management

R oy H enderson

****F US Hwy ** Suite *** 859-***-****

Florence, KY 41042 **********@***.***

Accomplished Management Professional

Skilled management professional with over 20 years of Management and Leadership experience in the Public and Private

Sectors.

F rom International Industry Leaders in excess of $70 Billion dollars to a Startup Company in multiple States that was a

leader in the Medical Laboratory Industry, I have a wide array of skills and experience.

My strong work ethic, motivating leadership style, and strategic thinking will be an immediate asset to your company. Over

t he past 20 years, I have acquired extensive management experience in Customer Service, Helpdesk, Operations, Personnel,

B udget, Process, Vendor and Project /Program M anagement.

P ROFESSIONAL SUM MARY

M E D LAB C incinnati, OH 2011 – Present

Corporate Wide I T End User Computer Helpdesk M anager

• Manage IT Helpdesk staff serving employees and clients in 8 states

• Focus on operating cost reductions

o Reduced cellular costs by 25%, equipment purchases by 15% and overall company fax costs by over

$500,000

• Responsible for IT Assets and Purchases

• Drive process improvements which increase productivity and drive down operating costs while improving

Customer Satisfaction

• Develop processes and SLA’s to deliver top tier customer service

• End to End Incident Management for IT operational issues including Root Cause Analysis and Support

Documentation

• Manage and Mentor teams to help them achieve their career objectives

• Support desktops, mobile devices, servers, network Wiring, laptops, printers, and software applications

• Responsible for Corporate Wide Verizon Contract with over 900 devices

• Lead service delivery efforts including service level management, escalation management, project

management, vendor management and financial management

• Coordinate large projects for all divisions of the company

o Including new MPLS network, Move servers to New Co-location Data Center, New email

i nfrastructure, Standardized PC builds, Antivirus rollout, Software rollouts, Helpdesk Ticket

management, New Phone System, Esker Fax solution

• Coordinate and manage In terfaces between Internal Software and External Clients

• Provide weekly reporting on Helpdesk Tickets, IT VP Direct Report status, Budgets, Savings, Projects and

f uture planning to all levels of the organization

• Coordinate communications and planning with all IT management staff and executive level managers

Target Corporation M inneapolis, MN 2005

- 2011

Senior Business Analyst 2010

- 2011

P roject/Program M anager 2008

- 2010

Roy Henderson 859-

446-9770

Business Analyst

2005 - 2008

• Managed teams of outsourced, contracted and internal personnel to coordinate implementation of large scale

i nitiatives

• Managed the development lab teams and Implemented a New Development and Testing lab strategy and

p roduction class systems i ncluding Space, Power, Cooling, Project Planning, System Installation and

Decommissions, Asset Management, Site Security, Facility Maintenance, Vendor Management, Servers,

K iosks, Switches, L AN wiring and Firewalls

• Managed strategies to drive development and implementation of new cutting edge technologies including

D igital Marketing, Multi Channel initiatives, Real Time Location System, and Kiosks to drive revenue for

Target.com and Target Stores

• Successfully implemented Large Scale I nfrastructure projects for Target Stores, Distribution Centers, Credit

Centers, Headquarters locations, and Data Center Power System upgrade

• Followed Project Management processes consistent with PMI (PMBOK) standards following ITI L processes and

reported on project status, budgets, change management, timelines and staff requirements to large groups and

executive level management

• Managed relationships with large vendors involved with providing hardware, software and professional

services i ncluding IBM, Dell, Ekahau, CompuCom, and Cisco

• Foster ed team building and customer focus through process improvement, information sharing, continuing

education, relationship management, and strategic planning including a 5 year technology strategy for Guest Facing

systems in Target Stores.

• Plan ned support for large project rollouts including documentation, testing, Proof of Concepts and Pilots as

well as ongoing management and support of new Platforms.

• Work ed w ith Business Partners to identify appropriate software and hardware requirements to meet business

objectives.

• Developed Request for Proposal s, M anaged Vendor negotiations and Conducted Reverse A uctions/Purchases.

Sears, Roebuck & Co. Hoffman Estates, I L 1998 –

2004

P roject M anager 2003 –

2004

P roject Leader 2001 –

2003

Solutions Consultant 2000 –

2001

Communications M anager 1998 –

2000

• Managed Facility Management teams responsible for space planning, office teardowns and rebuilds, and l arge

staff moves in 2.3 million square foot facility.

• Managed teams of outsourced, contracted and internal personnel to deliver large scale project implementations

corporate wide.

• Delivered p rojects including Windows 2000 workstations and kiosks, NT embedded Thin Client devices, High

speed Multi-function Network printer devices, Point of Sale Training workstations, New In Store Servers, and

Software/Operating System Upgrades and distribution to over 3,000 locations nationwide.

Roy Henderson 859-

446-9770

• Followed Project Management processes consistent with PMI (PMBOK) standards and reported on project

status, budgets, change management, timelines and staff requirements to large groups and executive level

management.

• Managed relationships with large vendors including IBM, Microsoft, Spherion, WYSE, AVNET and HP,

i nvolved with providing hardware, software and professional services.

• Managed m ulti m illion dollar Telecommunications budget and Telecommunications division responsible for

Asset Management, Network Wiring, Telecommunications Billing software, Telephone Wiring, in building

W ireless Antenna System, in building Radio System, National Paging Contract and billing, National Cell

Phone Contract and billing, multi-million dollar Telephone Service Contract, Telephone installs and

d isconnects, Voicemail programming, and wireless in building Telephone System.

• Fostered team building and customer focus through process improvement, information sharing, continuing

education, strategic planning and relationship building.

• Managed Telecommunications Call Center for Moves, Adds, Changes and Helpdesk Support.

City of Elgin Police Department E lgin, I L

1992 –1998

Systems Special ist

1998 – 1998

Communications Shift Supervisor

1992 – 1998

• Managed staff of twenty 911 personnel and $1.1 million operations and t raining budget.

• Managed $4.4 million budget for the selection, development, installation and implementation of the Computer

A ided Dispatch. 911, 800 MHz Trunked Radio, ALECS regional network computer system, Mobile Computer

Terminals, Automated Vehicle Location, Wireless Data Network, ALERTS regional radio communication

system, Telephone, Voicemail and LEADS systems.

• Develop specifications, review bids, and select & manage t hird party vendors for the new 911, 800 MHz

T runked Radio, Computer Aided Dispatch, Building Security, Computerized Alarm Panel and Analog & ISDN

Centrex Telephone systems in the new Police Facility and backup Communications Center.

• Managed $8 million equipment and supply inventory

• Provided technical support to user agencies for all wireless computer and radio systems.

• Respond to calls requiring after-hours assistance in public service departments.

Education

Rasmussen College - Associates Degree in Business Administration

Aubu rn University - M asters Certificate in Business Analysis

George Washington University - M asters Certificate in Project Management

Green Belt certification in Sears (Six) Sigma

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