Ken Fose

*** *. ******* *** #**** Brandon, Florida 33511 727-***-**** acz5tl@r.postjobfree.com

PROFESSIONAL PROFILE

A business savvy IT manager with a master’s degree and years of experience overseeing IT operations, directing customer support, and ensuring the on-time delivery of industry leading business and technology solutions. Related skills in strategic planning, systems support, project management, and business development. Record of successes implementing new products and technologies, leveraging IT to solve complex business problems and creating high-performance teams. EXPERIENCE

Shield Watch IT and Web Services – Tampa, Florida

2014 – 2017 Technical Account Manager, Help Desk Management, Sales

● Mentored a team of 7 technicians in support of 1,100+ users, ensuring consistent, informative and timely response to incidents, system outages, and remote or on-site service requests.

● Collaborated with leadership to develop strategic initiatives for evolving IT services to meet changing demand and capitalize on new business opportunities, devising digital and print marketing campaigns, authoring company blog posts.

● Managed new software development and system integration projects, improving documentation and communication with internal and external customers to enhance understanding of project goals, milestones and current status in ways that improved delivery and overall satisfaction.

● Built and delivered a high-performing sales funnel through business development and networking, reporting on the pipeline regularly and overseeing the new client onboarding process.

● Increased both new and existing sales for hardware products, contractual services and software solutions by closing proposals representing an expected lifetime value of one million dollars.

PCG, Performance Computer Group – Brandon, Florida 2013 – 2014 Store Manager, Repairs Supervisor, Bench Technician, Sales

● Improved repair workflow, tools, and processes; built reporting mechanisms.

● Sold retail hardware and software solutions.

● Performed end-to-end software and hardware repairs on all systems. WebIncite, Inc. DBA GEEKS ON CALL – Brandon, Florida 2004 – 2012 Multi-Franchise Owner/Operator, Business Development

● Developed and executed a business plan launching 3 new area franchise locations. Hired, trained and employed technicians, managed fleet, set pricing, orchestrated advertising campaigns, maintained dispersed inventory, controlled financials, handled customer relations, networked with other small business owners, drove sales and performed services all related to owning and operating a successful on-site residential and commercial technology services business.

● Deployed systems, performed upgrades, repaired software, automated backups, recovered data, setup networks, secured Wi-Fi and provided documentation. Ken Fose page 2

HUMANA, INC. - Louisville, Kentucky

2005 – 2011 Technical Architect

● Researched, evaluated, tested, implemented, and supported technologies that improved the security, scalability, availability, and manageability of innovative eBusiness offerings.

● Acted as a consultant, liaison, and systems integrator with respect to company infrastructure and 3rd party software, hardware and cloud solutions.

● Managed the teams responsible for production outages and after-hours troubleshooting and post-mortem problem analysis of browser-based applications, defining the impact, severity and root cause, prioritizing remediation and reoccurrence prevention.

1999 – 2005 Web Technology Manager

● Hired, cross-trained and developed a 9 person staff responsible for administering company Internet and intranet infrastructure.

● Oversaw the team responsible for monitoring the health of hundreds of Microsoft Windows servers and the web applications running on them, identifying dangers before they became problems, proactively preventing potential issues.

● Worked with security and network teams on operational process improvements in the areas of disaster recovery, release management, and change control. Established service level agreements for production support and uptime availability.

1995 – 1999 Programmer and Senior Systems Analyst

● Obtained requirements, planned, developed, user acceptance tested, documented, launched and maintained multiple award-winning Visual Basic CRM, Lotus Notes groupware and IIS web applications.

● Deployed, tested, debugged, migrated and supported complex n-tier web systems with front-end, middleware, and back-end components. EDUCATION

2009 CompTIA A+ Certification Tampa, FL

2001 The University of Louisville Louisville, KY

Master of Business Administration

1996 The University of South Florida Tampa, FL

Bachelor of Science, Management Information Systems 1994 St. Petersburg College St. Petersburg, FL

Associate of Arts, Business Administration

1989 Rochester Institute of Technology Rochester, NY

Contact this candidate