Customer Service Manager

Email: *******@*****.***

Gerald Graber Mobile: 310-***-****

INFORMATION TECHNOLOGY MANAGEMENT

Independently motivated and results-focused Information Technology (IT) Manager with 17+ years of

experience providing high-level support to successful corporations. Solid background in the areas of

Departmental Operations, Personnel Supervision and Development, and Project Management. Natural

leader with talent for building and motivating high-performance teams. Adept problem-solver and

critical thinker with capacity to exercise sound independent judgment in tense situations. Unmistakable

professional integrity, incomparable work ethic, and commitment to excellence.

Areas of Expertise:

Strategic Planning Business Systems Engineering Project Management

Personnel Administration Systems Analysis Program Testing

Change Management Systems Integration Budget Management

Team-Building/Leadership Infrastructure Planning Vendor Relations

Relationship Management Network Operations Helpdesk Support

Operating Systems: All Microsoft OS/Server Platforms Apple OSX, Apple IOS Android OS

Servers & Workstations: Hewlett Packard, Dell, and Apple

Infrastructure: Cisco Switches, Cisco WAP Alpine Extreme Network Switches Riverbed Network Devices

Software Applications: MS Office Active Directory WSUS IIS Adobe Suites AutoDesk Suites Flex

License Manager Symantec Altiris, Symantec Ghost Faronics Deep Freeze

SELECTED CAREER HIGHLIGHTS

Recruited to build the Technology Department at the Art Institute of California – Sacramento

from the ground up, including construction planning, infrastructure planning, equipment

procurement, and vendor relations.

Served as sole IT professional on Sacramento campus for 2 years before growing the

department to effectively support 1300+ students as well as faculty and staff.

Developed training curriculum and train all student workers in the Technology Department.

Create Operations Manual, outlining all policies and procedures.

Collaborate in creation of capital and operational budget ranging from $75K to $500K. Executed

budgets and procure all equipment, implementing measures to substantially reduce costs.

PROFESSIONAL EXPERIENCE

Technology Manager 2007 – 2014

Education Management Corporation Sacramento, CA

Education Management Corporation is among the largest providers of private post-secondary education in

North America, based on student enrollment and revenue, with 110 locations in 32 U.S. States and Canada.

Serve as Technology Manager for the Art Institute of California – Sacramento. Manage daily operations,

including equipment management and procurement, administrative technology, Help Desk

management, VoIP telephony, and student computer labs. Conduct staff and student training. Supervise

16 student workers and 2 full-time employees. Oversee procurement and asset management. Assist

students in the use of software, such as Adobe Suite and AutoDesk suites. Plan, implement, and test all

technology deployed on campus. Oversee lifecycle management of large-scale projects. Modify

timelines and work schedules according to service level agreement (SLA) guidelines. Assist in

preparation and execution of capital budgets. Responsible for management of disaster recovery plan.

Chair the Faculty Technology Committee, serving as a liaison between faculty and technology

Member of Key Management Team responsible for review of processes and procedures and

implementation of company standards.

Oversaw an in-house technical training program for all necessary software, including Microsoft

Office Suite, Help Desk Software, eTime, and proprietary software.

Gerald Graber 2

Technology Support Supervisor 2001 – 2007

Education Management Corporation Los Angeles, CA

Served as the Technology Support Supervisor for the Art Institute of California – Los Angeles. Managed

daily administrative support, maintenance of lab and educational facilities, implementation and support

of educational/administrative technology, and training of faculty and staff. Interviewed and evaluated

student workers. Managed day-to-day operations of the Technology department. Installed hardware

and software. Provided help desk support to users. Maintained/supported classroom servers (Active

directory, file servers, print servers, WSUS, Altiris, classroom production servers, Athena, Micros POS,

and Intranet). Responded to administrative phone requests, including new phone setup, relocation of

extensions, and voicemail setup. Analyzed, evaluated, and resolved hardware and software conflicts.

Diagnosed hardware problems with networking, printers, cables, and telephones. Staffed help desk.

Provided Tier I and Tier II support for help desk staff. Created purchase orders and received equipment

through Lawson.

Migrated administrative users to Exchange email system and Active Directory.

Implemented Cisco Clean Access

Guest lecturer for Intro to Computers classes and presenter for Time Management HR Training

(Tips on using Outlook.)

Lead MIS Support Help Desk Manager 2000 – 2001

.TV Corporation International Pasadena, CA

The .TV Corporation International also provides a suite of products and services that enable customers to

establish Web identities. The company serves companies, organizations, and individuals worldwide.

Managed day-to-day operations of corporate help desk. Coordinated and delegated system

maintenance, upgrades, and service requests with technical staff, users, and vendors. Provided

hardware and software support to national and international employees. Maintained corporate serve

computing (MS Win2003 Server, Exchange, daily back-ups, file quotas, etc.) Supervised help desk staff.

Senior Systems Administrator 1997 – 2000

Preferred Health Management, Inc. Woodland Hills, CA

Preferred Health Management, Inc. operates as an administrative and financial intermediary that focuses on

the delivery of diagnostic imaging services between a network of independent magnetic resonance imaging

(MRI) centers in California and worker's compensation payors and personal injury referring physicians.

Provided technical and hardware support for 100+ users. Researched, proposed, and implemented new

hardware and software technologies. Maintained and ensured maximum stability of servers (MS Win NT

4.0, Exchange, SQL). Researched and developed new technologies to identify possible solutions for

future company needs.

EDUCATION PROFESSIONAL DEVELOPMENT

University of Texas – El Paso, TX

Information Systems

Kappa Sigma Fraternity

Santa Monica City College – Santa Monica, CA

Liberal Arts

EDMC University

Management Introduction, Discipline and Documentation, Gaining Credibility as a Manager, Sexual

Harassment, Time Management, Fred Steinberg: Protecting Our Credibility

Contact this candidate