Customer Service Manager

David Swanson

*** ****** *******, *'Fallon, MO **368 acsu4b@r.postjobfree.com 314-***-****

Business Analyst Program/Project Manager

Dynamic manager with vast functional knowledge in operations, marketing, technology utilization, process development/improvement, and budget development. Persuasive communicator, skilled building positive working relationships at all levels. Known as a value-added problem-solver, able to quickly grasp complex issues, distilling random data into meaningful formats and identifying relationships others miss.

Areas of Expertise

Departmental Operations Management Applications Analysis & Development Internal and External Customer Service

Organizational Restructure & Change Project, Performance, & Budget Analysis Team Building

Network Security Systems Development & Implementation Business & IT Vision, Strategy, & Leadership

Technical Skills

Operating Systems SUSE Linux Enterprise Server 10 & 11, Windows Server 2003, 2008, Windows XP and 7

Tools MS Office, Microsoft Exchange, Lightspeed Internet Security, Backup Exec, A Plus, School Reach, Novell GroupWise, Panasonic Video Security, AMANDA Backup, HP Network Switches & Wireless, Novell Zenworks, SOPHOS Firewall, Aruba Wireless, Apple MDM, Google Administration

Experience

Level 3 Technician, Wentzville R-4 School District, Wentzville, MO 08/2011 to Present

Technical lead for installation and configuration for district’s network devices, monitoring devices, servers, workstations, operating systems, and industry standard applications.

Achieved 100% success in all measurable components as project led for the district’s MAP testing software installation; managed 5 technicians in setting up 7 new mobile carts and installing 16 testing servers.

Managed a team of 7 in collecting, updating, and assigning tracking numbers to more than 4000 laptops for distribution to students before the start of the school year. Delivered project within the 7 week timeline.

Physically updated and tested school’s security surveillance system software which included more than 300 cameras at 16 different locations; increased downloadable viewing time to a minimum of 7 days and conducted administrator training on system.

Decreased imaging installation time by 10 minutes, decreased software failures by 20%, and decreased duplicate computer identification by 100% by instituting new imagining protocols and post imaging process by establishing software installation bundles.

Information Technology Director, Silex, R-I School District, Silex, MO 06/2008 to 08/2011

Hired as district’s first IT Director with key responsibilities of updating and implementing hardware and software updates into existing system, monitor computer usage and violations, and establish protocols to disseminate large data files into usable information for department heads.

Reduced TCO by developing staff purchasing protocol and eliminating non-essential purchases, saving 36% in first year budget.

Developed filters and protocols for large data files allowing administrators options in creating focused reports based on specific queries; district was able to identify educational areas of needed improvement to raise student MAP test scores resulting in receiving District with Distinction certification from state.

Audited and reviewed all vendor contracts and technology purchases, implementing efficiency protocols improving Server and Workstation uptime by 40%.

Chief Information Officer, Catapult Technologies, O'Fallon, MO 02/2002 to 05/2008

Performed multiple roles including securing consulting contracts across diverse industries, developing business requirements, management and direction of system design, roll-out, installation supervision, data mapping, acceptance testing, end-user training, and documentation.

Negotiated contracts with internet service providers and network security servicers saving clients to reduce annual service fees.

Maximized application performance and implemented measures to eliminate database crashes, saving client up to 33% in additional costs.

Improved reliability and performance of desktops for clients by establishing network solutions and optimizing and resolving issues with financial information services.

Additional Experience

Technical Manager, PC On Call, Cincinnati, OH/St. Louis, MO 06/2000 to 02/2002

Major Account Specialist, BroadWing/CBLD, Dayton, OH 07/1998 to 06/2000

Key Account Specialist, Cellular One/Air Touch, Cincinnati, OH 05/1993 to 07/1998

Education

B.A. International Studies, University of Dayton

Certificate, MCSE, New Horizons

Certificate DCSE, Dell

Contact this candidate