Manager Customer Service

JOEL A HOFFMAN

Phone: 312-***-****

**********@*****.***

Career Overview

Over 25 years experience in project, staff, and systems management in entrepreneur and corporate environments

within multiple service industries. A result orientated customer service professional with strong relationship building

skills that knows how to finish. A proven leader who is respected by his peers. Looking for an Director of Information

Technologies position where I can use my technical and relationship building strengths to help build a strong

department.

Proficiencies and Certifications

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• •

Microsoft MCITP (certified) Telemate

• •

Hosted Exchange Administrator Word, Excel, MS Project, Power Point,

• Outlook,

WatchGuard Firewalls (certified)

•

• Windows 9X, 2000, NT, XP Vista, Win7, Win8

Siemens 9006 (certified)

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• Windows Server 2003 and 2008

Siemens Phonemail (certified)

•

• Solaris, Linux

Siemens Hicom 150 (certified)

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• Networking Firewalls, routers, hubs, switches

Periphonics IVR

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• TCP\IP

Office 365 Sharepoint

•

• VoIP Asterisk

Genesys GVP

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• Mozy Backup

OcTel

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• Email Archiving

Polycom Video conferencing

• Integratrak (certified)

Accomplishments

• Opened PCB repair center in 2 months with a cost savings of 140k in first quarter of operation.

• Promoted to Director of Information Technology.

• Cut 20% out of CRM contract.

• Successfully relocated collocation facility from west coast to southwest with no interruption in any service.

• Given additional position as IT manager after 18 months as logistics manager.

• Promoted to logistics manager after 18 months with company.

• Project managed relocation of logistics facility from West coast to Midwest.

• Received appreciation award for saving company 150K on one contract.

• Named operations employee of the month at IntegraTrak.

• Two-time recipient of the operations leadership club award at Siemens.

• Named employee of the quarter at Siemens.

Work Experience

PSS (Product Support Solutions) - Dublin California

12/08 to Current Director of Information Technology

• Continue all Logistics manager responsibilities as well as all IT responsibilities.

• Responsible for all IT related service for 90 + remote employees and contractors.

• Manage all hardware including but not limited to laptops, servers, firewalls, switches, routers, printers,

environmentals,and phones.

• Manage all systems including but not limited to Windows 7, Windows 8, Vista, XP, Windows 2003 and 2008

server, Linux and Solaris

• Manage applications including but not limited to all office versions, Visio, Project and Acrobat.

• Manage relationships and administer hosted service including Citrix, Exchange, SharePoint, Backup, NetSuite

(CRM) and Antivirus.

• Manage network, Private VPN, point to point and B2B VPN's.

• Designed and implemented 30-server VMware lab and production environment.

• Administer Microsoft Office 365 Email, Active directory, SharePoint and Lync.

• Migrated production environment to new collocation facility across country.

• Relocated the office to a modern location to accommodate development and production laboratory. Including

acquiring location and negotiating lease.

• Responsible for procurement of all IT service and hardware.

• Manage staff of IT and Logistics departments.

• Manage all telecom services, TDM, VoIP, T1's 10mb circuits, and collocation facility.

• Facility’s management.

• Responsible for IT budgeting.

• Designed and implement Business Continuity Plan for several locations including IT Disaster Recovery

12/05 to 12/08 Logistics Manager

• Managed relocation of our logistics facility from California to Illinois. Including acquiring location and

negotiating lease.

• Built and repair IVR equipment for Periphonics, Nortel, Voice Genie, Holly Connects, and Genesys.

• Procured new and used parts for service and installation of voice systems.

12/04 to 12/05 Field engineer

• Maintained and repaired customer telecommunication equipment for 80 systems remotely and on site

worldwide.

HSBC – Mt. Prospect, Illinois

4/04 to 12/04 Senior Buyer

• Responsible for purchasing wireless technologies for 50,000 employees worldwide.

• Evaluated new technologies and negotiated pricing on new contracts with multiple vendors.

• Audited purchase orders and requisitions to verify the match they contracted pricing.

• Worked with the e-procurement team in integrating wireless products into a new web based purchasing

system.

EQUITRAC CORPORATION – Chicago, Illinois

10/03 to 3/04 Installation Engineer

• Installed cost recovery system for copy, fax, printer and telephone use.

• Trained new clients on the cost recovery systems.

• Managed the installation from presale to completion.

• Responsible for all installations in a seven state territory.

BRAUN CONSULTING – Chicago, Illinois

5/00 12/02 Senior Manager Communication Technologies

Managed multiple IT projects that included, but are not limited to:

• Primary contact for 600 professionals' communications needs, including desktop telephony, voicemail,

conference services, cell phones, and calling cards.

• Migration to a new unified messaging voicemail system (Siemens Xpressions).

• Coordination of Chicago corporate office relocation.

• Including the expansion from 200 to 600 seats, and re-connection to a 9-city network.

• Opening of new offices throughout the country. This included all facets of project management from ordering,

vendor coordination, installation and maintenance of systems.

• Conducted national vendor research, evaluation, selection and installation of video conferencing systems.

• Project managed the installation of a sonnet ring with 4 vendors and building management.

• Installation and implementation of an IntegraTrak call accounting and client bill back system.

• Develop and conduct national training for all new employees.

Contact this candidate