Customer Service Manager

Christopher Trojan

**** **** ******* ***** ****: 720-***-****

Littleton, CO 80127 email: ***********@**********.***

Summary

An experienced IT professional with knowledge of providing technical a ssistance and support related computer systems,

hardware, and software. Highly skilled at running diagnostic programs, isolating problems, determining and implementing

appropriate solutions. Proven ability to satisfy end user requirements resulting in limited downtime, and increased productivity

creating win-win results. Known to evaluate existing systems, and thru collaboration make recommendations as to appropriate

software and hardware upgrades to improve applications and equipment. Recognized by senior leaders, colleagues, and external

clients as an individual with a high degree of integrity, professionalism and dedication. Possesses excellent interpersonal,

communications and team building skills. Looking for a suitable IT related position with an exciting, innovative and ambitious

company that offers room for progression.

Skills

Technical Skills:

Technical Analysis

Active Directory Design and Maintenance Technical/User Support

Workstation & Server configuration

SharePoint Migrations/Upgrades

Technical Expertise configuring Digital

Microsoft System Center Service Manager Hardware/Software Troubleshooting

Print/Copy/Scan/Fax

Knowledge TCP/IP

Microsoft System Management

Server/System Center Configuration Manager

Project Management:

Business Analysis Proposal / Statement of Work / Contract Management

Quality Management Project Estimating & Planning, and tracking

Requirements Solicitation and Documentation Project Control (Risk, Dependency, Issue, and Change

Management)

Leadership:

Manage/Lead Team of Project managers & Technical resources

Peer Mentoring

Team Building

Customer Relationship Management

Professional Experience

GATES CORPORATION (1989 - Present)

Gates Corporation is a $3B revenue company with 12,000+ employees that produces and sells auto motive and industrial original

equipment directly to manufacturers and through a global network of 150,000 distributors, jobbers and dealers.

The company is organized into three business units; Power Transmission, Fluid Power, and Automotive Aftermarket with

locations throughout North America, South America, Europe and Asia .

Consultant (2009 - Present)

Responsible for managing corporate litigation matters specific to the areas of eDiscovery, data/evidence management and

custodial interviews

- Schedule and conduct custodian interviews as directed by In-House Legal Counsel

- Accumulate and manage all responsive data obtained from custodian interviews and key term searches across multiple

platforms

- Manage and operate numerous tools to cull data sets and pro duce only relevant information

Responsible for managing multiple corporate IT strategic initiatives

- Lead multiple projects intended to decommission obsolete Windows servers

- Identify and test numerous potential software solutions to meet cross departmenta l requirements

- Facilitate IT and end user relationships creating win-win results

Christopher Trojan

GATES CORPORATION (continued)

Project Manager, IT Logistics (2007 - 2009)

Responsible for managing global product movement for both imports and export o f raw materials and finished goods

- Managed weekly invoices from primary freight forwarder totaling up to $500K to $1M dollars per month

- Evaluated current logistics IT solutions and processes recommending and implementing solutions that increased

productivity and reduced delivery time and cost

- Coordinate and deliver onsite updates for ocean and air shipments to key personnel including senior level executives.

- Negotiated pricing and delivery timeframes for global shipments

Project Manager, Enterprise Asset Management (2006 – 2007)

Performed product evaluation and market analyses by means of technologies, trends and competitive analysis to determine

the appropriate hardware and software configurations to meet the position and country specific requirements

Act as client advocate on all matters related to client accounts, including but not limited to, raising awareness of risks and

opportunities to management, sales, and support areas

Coordinate and deliver onsite updates to key personnel including senior level executives

Negotiate pricing and manage leasing program for North America, Europe, and Asia

Distribute software globally and maintain hardware/software on every workstation through live report monitoring

Develop relationships to lead and coordinate concurrent projects with cross-functional efforts of marketing, sales,

engineering, technical staff and manufacturing activities

Provide leadership and demonstrate ownership for account success. Inspire team members associated with client account by

helping to foster team success

Desktop Architecture (2005 - 2006 )

Architected and Implemented Microsoft Systems Management Server (SMS) 2003 to global facilities using Active Directory

objects and containers

Defined hardware and software standards based on new and current technologies as well as business requirements

Software distribution managed using Active Directory user groups and security groups and as a function of job responsibilities

Contract Management and Software Licensing (2004 - 2005)

Negotiated with software contractors including Oracle and Microsoft

Key player in annual “Microsoft True Up” – Reporting the appropriate number of Microsoft operating systems and

applications installed within a given environment

Worked with Microsoft and LAR to determine effective model for Enterprise Agreement and Software Assurance licensing for

Gates Corporation and affiliated companies (13 in all). This would be inclusive of but not limited to operating systems, office,

other office applications and the appropriate CAL’s (client access license)

Oversaw litigation regarding electronic discovery (numerous litigation matters)

Assembled e-discovery team to include in-house counsel and outside counsel on the legal side, internal IT staff and an

electronic discovery service provider on the technical side

Oversaw the process of documenting electronic discovery evidence that potentially would be considered responsive. This

plan included an outline of document preservation measures, data-gathering procedures, and a project plan for electronic

document review (EDRM model)

Managed 20 paralegals to review the documentation in the provision of appropriate evidence

Business Division Help Desk Manager (1989 - 2004)

Provided excellent customer service to clients (400 employees) and to company commitments.

Managed day-to-day account relationships resolving all technical issues for local business division.

Directed divisional activities in preparation for Y2K Project and conversion.

Monitored software usefulness and provides insight on user feedback

Education and Professional Certifications

Mechanical Engineering Microsoft MVLS – Licensing

University of Colorado Microsoft Certified Professional

Certified Construction Manager Certified Software Administrator

Colorado State University Asset Disposal Management

2 P a g e

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