I can best be described as a hardworking, attention to detail and do whatever it takes to complete projects while utilizing all available resources and talent available.

IT Management Project Management Networking Troubleshooting Operations Management

Work Experience:

Love’s Country Stores and Travel Stops Oklahoma City, Ok.

January, 2013 to October, 2016

Help Desk Operations Supervisor Tier1

I supervised a technical support team for the Point of Sale Help Desk. Below is a partial list of my responsibilities while engaged in this position:

Daily Tasks:

Review Shift Recaps from previous day, and ensure open items are followed up on.

Ensure that all personnel scheduled for the shift are accounted for, and note those that are not.

Review Daily Agent State Reason Code Detail v8.1f Report. This is a phone report that covers the previous day agent stats. (All Supervisors)

Review Daily Summary with 30 Day Trend v12.0g Report. This is a phone report that covers a broad range of stats. Including Login and Logout Summary and Agent Report by hour.

Check electronic board for Stores with major issues.

Check the status of any open or pending work orders.

Ensure the Senior of the Day (SoD) has Established a Shift IM Session.

Monitor Cisco Supervisor.

Be aware of any issues on the floor needing extra attention. This is where Training/Coaching Opportunities occur.

Monitor all open work order and ensure issues are being resolved/escalated in a timely manner.

Initiate Global Work orders when necessary.

Work with Specialist Supervisor or Specialist and Escalate work orders as needed.

Verify EOD (End of Day) NOTE: Conducted by Dayshift.

Review/update SSC Team schedule on Share Point site as needed.

Complete any tasks assigned by Helpdesk Manager.

Run Tickets “Unassigned Report” (Dayshift Supervisor)

Weekly Tasks:

Review and approve timesheets for personnel. NOTE: Conducted bi-weekly on Tuesday night and Wednesday morning.

Email the SSC Team Breakdown to Sr. Manager Customer Engagement every Friday morning at 0600hrs. (Dayshift Supervisor)

Coordinate bi-weekly Tier 1 meetings and prepare agenda. NOTE: Initiated by Dayshift Supervisor with inputs from Leadership Team.

Run and review E-Pay Resolution Code Report (Every Thursday) Produced by Dayshift Supervisor.

Monthly Tasks:

End of Month – work with Specialist if needed to verify all stores DT files and End of Month consolidated reports have processed.

Conduct Monthly Performance Reviews with Direct Reports.

Verify that Monthly KPI’s are finalized.

Other Tasks Performed as Needed:

Check Talent Stop for applicants applying for HD positions. Move along in Talent Stop accordingly and send resumes for prospective candidates to SSC Leadership for review and comment.

Love’s Country Stores and Travel Stops: Oklahoma City, Ok.

Dec. 2012 to Jan. 2013

I.T. Deployment Technician

Remote Desktop Support for all store Point of Sale Systems and Back Office Computer Systems.

Walgreen’s via CompuCom (Contract): Oklahoma City, OK

Lead Installation Technician

Jan. 2012 – August 2012

Traveled throughout Oklahoma installing next-gen IBM Point of Sale system servers and workstations for Walgreen’s.

Allegiance Communications: Shawnee, Oklahoma

Dec. 2010 - Aug. 2011

Warehouse IT Manager

Implemented Inventory Management System throughout the company for all installation and construction materials. Negotiated pricing with vendors, entered all material data into inventory system for tracking of all materials purchased and disbursed.

Communication Services, Inc.: Shawnee, Oklahoma

July 2007 - Mar. 2010

IT Technician

Installation and repair of commercial PBX telephone systems, telephone and network cabling, local area and wide area network setup, including wireless access points. Desktop and laptop computer setup and repair, network printer/fax/ copier installation and setup.

City of Oklahoma City: OKC, Oklahoma

Nov. 2006 to July 2007

Radio Technician II

Special projects for Oklahoma City Police & Fire Departments: Victor 3 Modifications for police and fire mobile data computers. Complete installation of Radio system and mobile data computer systems in new police vehicles. Troubleshoot and repair of these systems.

ERS Electronic Services: Tecumseh, Oklahoma

Aug. 2002 - Nov.2006

Owner / Technician

Design home and office networks, troubleshoot and repair customer computers including hardware and software problems. Custom built computers to customer specifications and installed computers in new and existing networks.

Charter Communications: Shawnee, Oklahoma

Aug. 2000 to Aug.2002

Operations Manager (Chief Technician)

Managed all technical operations for Charter Communications in the Shawnee, Oklahoma area. Assigned all installation and service orders, on a daily basis, to technical staff. Supervised and monitored work performance of eleven technicians. Trained technicians on new and existing procedures and also maintained all records for FCC regulations and work place safety practices. Worked closely with contractors for new construction and system rebuild. Monitored network traffic on broadband network. Maintained local H.E. in Shawnee including the Digital and Analog channels. Used HP Analyzer and Stealth Meters for levels and ingress suppression. Also maintained several other smaller H.E’s within a 150 mile radius.

Burris Communications, Inc.: Kent, WA.

Nov. 1999 to May 2000

Project Manager

Managed sweep projects and high-speed data maintenance in the Seattle area. Worked directly with AT&T Cable to sweep forward and return for node certification to launch high-speed data network and telephony. Supervised seven technicians and assigned work orders on a daily basis while maintaining all required paperwork and reports.

Education:

Rose State College Midwest City, Ok.

18 hrs. Electronics 79 - 80

Gordon Cooper Vo-tech Shawnee, Ok.

2 year program Radio and Television Repair 76 -78

US Army Electronic/Avionic Special Equipment Repair 68R 27 week course (Distinguished Honor Graduate) 88-89

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