Management Customer Service
Resume:
Ronald G. Decker
**** ***** **** **., *** City Center, FL 33573 I 813-***-**** I *******@*******.***
PROFESSIONAL PROFILE
IT Director with extensive background in software development, support, and organizational management.
Technically savvy with an emphasis on management of technical resources in mission critical environments.
Comprehensive knowledge of human resource management and high performance teams.
Superb customer service skills with years of project and customer account management at a senior level.
Excellent communication and written skills. Skilled in document writing both technical and administrative.
PROFESSIONAL EXPERIENCE
MANAGEMENT HEALTH SOLUTIONS, Tampa, FL
Director IT and Application Support, Customer Support Manager, October 2012 – March 2016
Directed day to day activities of 24X7 remote support of Hospital Supply Chain Management applications. Team supported both customer direct and internal inventory counters at customer sites in the field.
Managed direct reports in USA and India, insuring proper performance and professional case management.
Developed Salesforce CRM objects and process flows for dual businesses. Defined, met, and reported metrics.
Provided case management to include escalations, timely resolution of issues, and managing sales leads.
Managed IT infrastructure, building security, software license management, hardware purchasing, and repair.
Quoted and managed customer hardware purchases. Provided quotes for professional services out of scope.
Very active in recruiting - conducting candidate sourcing, screening, interviewing, and hiring.
UNITEDHEALTH GROUP/PACIFICARE, Cypress, CA
Manager IT, February 2006 - August 2008
Managed a team of architects, developers, project managers, and support analysts for the UHG infrastructure.
Responsible for software license acquisition, renewal, and management across the IT enterprise.
Lead numerous project initiatives for UnitedHealth and PacifiCare integration (tools and datacenter migration, software test and validation, system upgrade planning and implementation).
Staffing allocation, tracking of project hours, cost analysis, department financial performance, and reporting.
Consolidated all PacifiCare legacy application code from CVS into central UnitedHealth Subversion repository.
Human resources management - performance management, salary planning, rewards, and disciplinary action.
KEANE INCORPORATED. Cypress, CA
Service Delivery Manager, Principal Consultant, August 2002 - February 2006
Managed Development Services team providing infrastructure support to onsite and offshore software developers, database administrators, and project managers. Onsite under contract with PacifiCare.
Tracked and adjusted financials in terms of funded projects, ensuring proper delivery within budget.
Implemented and supported CVS code management for entire Keane development teams. Developed all associated documentation on process and use, and delivered training to the developers.
Offshore resource integration, training, and work scheduling for “follow the sun” 24X7 coverage.
Human resources management – performance management, disciplinary action, hiring, and job terminations.
Participated in Sarbanes-Oxley audits, addressing any identified compliance issues.
Provided 24X7 escalation management for all systems and applications.
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PROFESSIONAL EXPERIENCE (continued)
HEWLETT PACKARD/COMPAQ/DIGITAL EQUIPMENT CORPORATION, Colorado Springs, CO
Software Consultant II, Software Specialist, January 1986 - January 2002
Instrumental in developing infrastructure/workflows for mainframe OS and application support across USA.
Managed multiple support teams and interfaced with engineering on software defects. Critical support 24X7.
Focused on break/fix for internal VMS Operating system, programming languages, and database products.
Developed performance management system for review, rating, and promotion. This was based on behaviorally anchored rating scales that were then translated into promotional criteria.
Hosted numerous customer visits to the support center providing an overview of our offerings and capabilities. Worked closely with sales on offerings and definition of associated service level agreements.
EDUCATION
COLORADO STATE UNIVERSITY, Fort Collins, CO
Bachelor of Science in Computer Science
GPA: 3.4/4.0
Focus on programming languages, compilers, user interface, and troubleshooting.
ALEXANDER SCOTT AND ASSOCIATES, Colorado Springs, CO
Certification in High Performance Organizations and Self-Managed Teams
Taught Analytical Problem Solving and implemented in day to day team management.
ADDITIONAL SKILLS
All Microsoft OS and Office products (Windows 7,8,8.1,10, and prior; Word, Excel, Access, PowerPoint, Visio)
Office 365 and SharePoint
Microsoft licensing
Establish and manage vendor relationships
HP, Dell, Lenovo, Acer, Asus
Basic network troubleshooting; wireless LAN and devices
Relational databases, ODBC/SQL query language
SDLC methodologies (primarily RUP and Waterfall)
Hosted PBX phone systems (PBX-Change)
Salesforce Administrator
Creation and implementation of Knowledge Bases, both internal and customer viewable
Change Management processes and procedures
Attended graduate courses in Business Law
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