Customer Service Manager

David C. Schumer

Resume

**** ******** ****

Bourbonnais Il. 60914

Phone # 773-***-****

E-mail: ********@*****.***

David C. Schumer

Objective

To obtain a position in a progressive and innovative environment to which I can devote my strong and supportive leadership and technical skills to ensure successful achievement.

Experience

March 2015 to Present Educational Technology Consultant

Consult with Education vendors, school districts and charters schools with all aspects of school technology.

October 2012 to March 2015 Technology Director, Civitas Education Partners

Technology director is responsible for providing leadership in driving the technology mission for CEP.

DUTIES & RESPONSIBILITIES:

● Lead and manage internal tech support team in a way that emphasizes rigorous troubleshooting and collaboration, sparks innovation, and values customer service:

● Optimize team resource allocation and performance management by tapping into relationships with campus leaders and by utilizing helpdesk requests and metrics derived from those.

● Create a learning environment for the team that allows for coverage of duties, team member advancement, and continuous learning and professional development.

● Create and manage policies and processes for end-of-year, mid-year, and monthly maintenance schedules.

●Lead and supervise maintenance and troubleshooting.

● After fully utilizing the capacity of the team, leverage and supervise external IT consultants and vendors to maintain and troubleshoot IT operations as needed.

● Build meaningful professional relationships and interact with a diverse array of internal and external stakeholders.

● Standardize the management of IT assets the IT procurement process, with a multi-year strategic outlook.

● Lead the discovery of IT efficiencies including the establishment of a VPN.

●Work with CICS to manage the eRate process: planning and applying for federal discounts for telecom and internet services, and ensuring that CEP is compliant with eRate regulations at all times.

●Develop and manage annual IT budget across 5 distinct units.

August 2008 to October 2012 CICS Technology Manager, CICS EdisonLearning

Technology Manager is responsible for developing and managing the technology culture in the CICS Chicago area. Manager is the technical expert responsible for overseeing the technology infrastructure for each EdisonLearning school within the CICS community. Longwood, Loomis, Lloyd Bond, Larry Hawkins and Patriots Academies. Implement eCourse credit recovery across all CICS schools with a blended learning environment.

Main Responsibilities: Strategy Implementation: Ensure the implementation of EdisonLearning’s technology vision at all schools within the community. Build and chair a Technology Committee at all the CICS EdisonLearning schools to create and ensure the approval of the Three-Year Technology Plan. Track and measure specified implementation outcomes using EdisonLearning’s process improvement practices. Provide budgetary recommendations concerning capital and operational technology expenditures. Build the correct technology culture and policy compliance by participating on each school’s leadership team.

Technical Management: Facilitate implementation of technology initiatives (such as replacement of core software or hardware) according to set project schedules. Ensure that school is CIPA (Child Internet Protection Act) compliant. Implement disaster recovery and business continuity practices, including server back-ups and process documentation. Maintain server and network environment in terms of virus protection, proper computer naming conventions and proper use of Active Directory log-ins. Prepare school technologically for beginning and ending of each year, including set-up/take down and moving of equipment as necessary. Track and maintain inventory database. Conduct annual physical count and write off missing assets and recommend replacements. Complete and record service and incident requests submitted by the staff according to CICS EdisonLearning Service Level Agreement.

Customer Service: Develop and implement appropriate Service Level Agreement (SLA) to ensure that users receive quality service and technical support on a consistent basis. Monitor the compliance to the SLA and adjust service delivery as needed. Improve efficiencies and effectiveness through analysis and reporting of service tickets. Reach a high level of customer satisfaction among teachers, administrators, staff members and students.

Professional Development: Develop teacher technology skills to be used to facilitate student achievement and classroom management by providing Professional Development on a regular schedule. Facilitate the creation of a training plan including schedules, curriculum and documentation. Develop soft and technical skills of members of technology team. Monitor his/her own professional growth.

Communication: Manage/maintain school web sites. Develop Status of Service Communication Plan in collaboration with school leadership team.

Key Relationships:

Internal: Manage and Direct 5 User Support Technicians located at each school. Collaborate with Principals, School Operations Managers, Curriculum Coordinators, leadership teams, parents and students to build EdisonLearning technology culture. Partner with EdisonLearning’s Service Desk. Communicate regularly with other Technology Managers and Regional Technology Director as well to stay on top of current information, projects, and policies.

August 2006-2008 Universal Forest Products/Microsoft Architecture Group/ Tier Three Support/ Technical Analyst II

●- Lead Analyst for Citrix migration with a primary focus on large-scale data migration and training for end user.

●- SQL data warehouse backup analyst

●- Manage all HP Server Hardware Support Calls / Trouble Shoot and Install components shipped from HP Support Team. Manage and follow up on all cases opened for server hardware located in plants.

●- Large Scale Domain migration

●- Large Scale Microsoft Exchange Migration/from UNIX to Exchange

●- Large Scale Server Migration/Domain Controllers

●- Microsoft Exchange analyst

●- Active Directory Analyst

●- Vendor (HP) Customer Relations

●- Print Server Manager

●- Sarbanes Oxley

●- Technical documentation

●- Backup analyst, 360 servers for data backup/ Data Protector

●- Manage and assign Heat Support Tickets

●-Corporate Training / Plant Training

●- Liaison between Microsoft Architecture, Help Desk, infrastructure Group and Developers.

Experience

August 2005-2006 Regional Operations Manager / Newton Learning

●Communicate key operational issues to the Newton Learning central operations team

●Recruiting students, notifying parents and processing student enrollment forms

●Hiring site directors, teachers and all other staff

●Maximizing student enrollment

●Review state guidelines for After School/SES funding and reporting

●Complete the process for all employees with the AFMU office. This includes completion of all new hire paperwork, certification verification, and background check

●Oversee all general program operations, including transportation, scheduling, food distribution, technology, assessment, and reporting

●Ensure site-based expenses are incurred consistent with approved program budget

●Monitoring student/staff ratio

●Tracking student attendance and managing incentive programs

●Coordinating all professional development sessions

2000-2005 School Technology Manager / Edison Schools

●Manage school tech team, including User Support Technician and Media Specialist.

●Implement the Edison technology professional development program for all teachers and administrators, adapting it as necessary

●Provide training to over 300 families during Home Roll Out program.

●Provide training and support to staff and administration on all enterprise systems, especially in those areas related to curriculum and instruction

●Manage/maintain school website

●Implement the technology professional development program for all teachers and administrators, adapting it as necessary to the school culture.

●Work with staff to integrate technology resources into lessons across the curriculum

●Write and integrate Illinois State School Technology Plan.

●Develop, manage, and evaluate maintenance and repair procedures for equipment to ensure that school computers and audio-visual equipment are available and in working order.

1996- 2000 Springfield Public Schools Springfield Il. Instructional Technology Facilitator / Site Support Maintenance Specialist

●Perform complex technical functions with end users such as relating technical staff issues dealing with mainframe, software packages, and LANs & WANs. Monitoring and diagnosing problems with Local Area and Wide Area Networks include diagnosing problems with hubs and bridges, and identifying and resolving problems. Maintain consistency between 36 schools Kindergarten through twelfth grade. (Springfield Public School District #186 has an enrolment of 15,000 students with an estimate of 2500 PCs. Each classroom has at least one computer or more). -Teach after hour technology classes training end users in the operation of software packages

1992-1996 Springfield Public Schools Lanphier High School Springfield Il.

Assistant Football Coach and Security Coordinator

●Defensive Coordinator for the Junior Varsity Football Team. Coached the offensive line and defensive line. Went undefeated last two seasons.

●Assist in disciplining students grades 9 -12. Worked directly with Assistant Principals.

●Manage In house Suspension implementing a networking process reducing paper work and students outside of classrooms.

●Substitute taught for absent teachers.

●Assist Athletic Director at all sporting events.

Education:

●Illinois State University Normal, IL

May 1991 BS Speech Communication

●Concordia University River Forest, IL

June 2011 MS School Leadership

Volunteer work

2013 - Present Assistant Bass Fishing Coach Manteno High School

August 2009 to 2012 Assistant Football Coach Longwood Academy Coach Varsity Offensive Line

2000 – 2005 Assistant Football Coach Lanphier High School

Honors and Awards

●Winter 2011 EdisonLearning Good Neighbor Award

●Spring 2003 Edison Schools Super Teachers

●Spring 1988 Illinois State University Athletic Honor Roll

●Fall 1988 All Gateway Conference Football Second Team

●Fall 1989 All Gateway Conference Football First Team

●Fall 1989 Illinois State University Offensive Football Player of The Year (Offensive Tackle)

●Fall 1989 Illinois State University Football Team Captain

●Spring 1989 Recipient of the Springfield National Sports Association

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