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Technical Support Manager

Location:
Indianapolis, IN
Posted:
March 17, 2017

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Resume:

Alan Cohn 317-***-**** aczcly@r.postjobfree.com

Professional Experience

Ascension Health Services (Contract Randstad), Indianapolis, IN Oct 2016 - Present

FMLA / Leave Analyst I

●Process associate FMLA/STD claims. Document all claims and work with Claims Manager to approve/deny applications. Notify associates of all decisions and updates.

RCI/Wyndham (Contract Apex Systems), Indianapolis, IN May 2016 – August 2016

Technical Support Representative

●Desktop support/break fix, PC migration (Windows 7 to Windows 10). Call center refresh (700+ PCs replaced including data migration of existing user data)

Paychex Inc.(Contract Superior Staffing), Indianapolis, IN

Technical Support Representative Nov 2015 – April 2016

●Inbound call-center representative supporting various company payroll, HR, and benefits applications along with client browser/PC/tablet/mobile phone issues.

Stericyle Inc. (Contract Kelly Services), Indianapolis, IN

Technical Support Representative Sep 2015 – Nov 2015

●Inbound call-center helping customers with product recalls.

●Processed product information, recorded customer information in custom CRM application, warm transfer of customer to various product groups.

Covance (Contract DNA Consulting), Greenfield, IN

Technical Support Specialist II Mar 2015 – Aug 2015

●Assisted patients in obtaining financing for very expensive Hepatitis C drugs by working with Medicare/Medicaid, various coupon/voucher providers, health insurance providers, and drug manufactures.

CTB McGraw Hill (Contract Kelly Services), Indianapolis, IN

Technical Support Specialist Sep 2014 – Feb 2015

●Provide customer telephone and email support for various CBT/McGraw Hill nation-wide educational software platforms including

oAcuity assessment and TASC (GED).

●Troubleshot customer issues ranging from various application and software to networking and hardware issues.

●Documented all interactions via Salesforce CRM.

oDeveloped knowledge base articles and process flow documentation.

Walmart, Carmel, IN

Electronics Associate Jun 2014 – Aug 2014

●Assisted customers with the purchasing of all electronic devices including notebook/laptop/computers, tablets/iPads, cell phones and cell phone contracts along with HD TVs and all/various accessories.

Independent Consultant / Sabbatical

Independent IT Contractor Jan 2010 – Jun 2014

Various consulting engagements primarily focused on developing/reviewing both disaster recovering and business continuity plans for local companies and organizations as well as reviewing telephony configurations and spending with an eye towards providing recommendations for reducing cost and improving voice/data services.

Selected Projects/ employment

OneView Data (2010)

●Created both a disaster recovery and business continuity plan to ensure the ongoing IT operations functionality and delivery of customer software/data in the event of a disruption to the IT infrastructure services/resources including:

oThe introduction of both ‘hot backup’ systems located in a separate datacenter

oVirtualization of and load balancing between resources

oRedundant networking services as well as onsite backup and storage methodologies of critical/customer information/data

Coupled with training and periodic testing procedures

●Instituted cross-training among the IT staff to ensure business continuity and developed specific job functions, emergency procedures, call/notification lists for all company-wide personnel in the event of a disaster.

●Developed new procedures and methodologies for the IT operations group primarily in the area of database transfers, security, organization and data integrity.

Pearson Technology Group/Pearson Education, Indianapolis, IN

Director of IT Operations/Director Product Support Systems and Technology Aug 2000 – Dec 2009

●Responsible for directing the IT operations staff in support of the development and maintenance of a high growth, high traffic portal/website (www.informit.com), delivering IT focused e-content/e-commerce/e-reference libraries, training/certification, and Expert Q&A services to both B2C and B2B customers.

●Included all networking and desktop support for the development environment and management of all co-location and off-site managed services providers, equipment, software and telecommunications services.

●Environment was distributed between sites located in Indianapolis, Indiana, Upper Saddle River, New Jersey, Staten Island, New York, and Bangalore, India.

●Coordinated, developed, and communicated between InformIT and all other Pearson-based business units and partners in regard to overall IT needs, data feeds, and system/network monitoring as well as all in-depth website uptime and traffic reporting.

●Management folio included all product support systems including CRM, telephony, chat, knowledgebase, and all software development, maintenance, and integration along with purchasing/installation and support of all product support representatives worldwide.

●Project management and analysis for support system software development, technology adoption/direction, and web-based portal site development/use both internal and customer facing.

●Requirements gathering, project management, design, development, implementation, and administration of numerous applications ranging from workflow/design, financial systems, e-commerce, CRM, and various other systems; applications utilized various platforms ranging from Microsoft .Net to Unix/Linux, MS-SQL to Oracle and MySQL.

●Served as chairperson and member of Pearson’s Global Internet Operations Committee for five years.

●Directly involved and responsible for all hardware, software, and development budgeting and purchasing, employee hiring/retention, vendor relations, contracting and both long/short term forecasting.

●Employees managed: 20 (during peak season, offshore/India group exceeded 150 employees)

●Annual budget: $6-8 million

Made2Manage Systems, Indianapolis, IN

Manager of Information Systems May 1997 – Aug 2000

●Directly responsible for the development, installation, support, and management of all applications, desktops, networking, and telecommunications resources and departments including all employee supervision/team building, budgeting, purchasing, and all vendor relationships.

●Served as project manager for numerous applications, including design, development, testing, installation, and support of a next-generation, fully integrated, Windows NT-based telephony system/call center and customer management/sales force automation system.

●Handled design and deployment of a cost-effective, wide area network to support both voice and data for remote offices located in California, Pennsylvania, UK, and Israel.

●Performed development, installation, and support of a distance learning system for the delivery of education courses to our customers and for intra-company training use.

●Provided development and ongoing maintenance to company Inter/Intranet web sites along with integration of all of these systems into the company-wide ERP system.

●Directly involved in the ERP application development cycle as well as the implementation and ongoing maintenance and management of all ERP functions.

oMade2Manage is a worldwide leader in the development of ERP applications and the team utilized their own software to run all aspects of the business.

oThis included all financials, HR, product, and reporting functions.

●Indirectly involved in providing feedback to the development group as well as defining requirements for new features prior to general release and in helping to design/modify existing feature sets.

●Worked directly in support of tech sales at customer sites implementing M2M software, these included Rolls Royce Aircraft, Cummins Engine, Steel Case Mfg, and Solar Plastics.

●Directly involved in numerous ERP implementations both onsite and in support of customer/tech representatives along with incorporating acquisitions into the corporate networking/telephony, systems infrastructure and ERP application.

●Employees managed: 10-15

●Annual Budget: $5 million

IBM/Life-Pro (formerly PDM), Indianapolis, IN

Director of Operations, Networking and Technical Support Sep 1996 – Apr 1997

●IBM Wordwide Insurance Solutions Unit

●Administrator in charge of all facets of the computing, networking, operations, and support environments including management of the System Engineering, Network Operations, Technical Support, and Desktop Support departments.

●Responsible for the creation and maintenance of all IT departmental budgets, policies, procedures and guidelines; primary purchasing authority for all computer, application, and network-related expenditures.

●Directly involved with the management, implementation, and coordination of all telephone and related telecommunications systems including connectivity with IBM Global networking resources.

●Involved in developing and supporting customer installations on numerous database platforms including DB2, Oracle, and MS-SQL based systems; the group was also responsible for quality assurance as well as acceptance testing for all new versions and customer specific customizations.

●Responsible for the IT budgets in excess of $2 million annually.

●Other responsibilities included evaluating and preparing specifications for all hardware, networking, and software packages, services, and projects.

●Handled negotiation and maintenance of all related service contracts and software licenses; outsourcing of specific services.

●Worked closely with all departments in helping to develop their overall IT strategy and yearly capital budgets.

●Employees managed: 15

●Annual budget: $2-3 million

Wishard Memorial Hospital/Indiana University Medical Center, Indianapolis, IN

Associate Director/MIS Aug 1988 – Aug 1996

●Responsible for providing hospital application, computing and networking services to all medical, clinical, research, financial, and ancillary departments including hardware, software, and networking installation, service/support, maintenance, and training.

●Performed evaluation and purchasing of all hardware and software products in addition to long-term strategic planning and budgeting.

●Managed technical services staff, which consisted of two Systems Analysts, one Network Manager, and seven Technical Support personnel; management and coordination of all help desk activities.

●Handled design, implementation, and support of a city-wide WAN network consisting of over 50 outreach clinics.

●Coordinated networking services within the campus-wide environment; assumed Director's responsibilities in his absence.

●Employees managed: 22

●Annual budget: $2.5-4 million

GTE Florida, Tampa, FL

System Manager/E911 Administrator Dec 1987 – Jun 1988

●Directed the initial implementation of the E911 (AT&T) database system within Hillsborough County (Tampa) and surrounding five-county region of Florida.

●Developed error correction procedures which lowered error rates from twenty two percent to under five percent.

●Supervised and trained operations staff.

●Employees managed: 15 (this number increased during peak implementation times; also managed field engineers installing equipment)

●Annual budget: $15 million (included all remote hardware during the initial implementation)

Techware Computing, Clearwater, FL

System Analyst/Programmer Jan 1986 – Nov 1987

●Handled development and operation of all production software delivery systems as well as on-site and remote customer installation support, and maintenance.

●Project manager for development of PC based Direct Numerical Control (DNC) applications.

●Responsible for developing new configurations, evaluation and purchasing of all new equipment.

Mid-States Engineering, Tampa, FL

System Manager Jun 1982 – Dec 1985

●Accomplished the initial installation and startup of the Tampa branch office.

●Maintained system availability and performance.

●Developed graphic and database applications for Intergraph IGDS system.

●Responsible for the management of all operations staff as well as all other facets of the computing environment.

●Employees managed: 7

●Annual Budget: $1.5 million

Mid-States Engineering, Indianapolis, IN

Computer Operator Mar 1982 – May 1982

●Duties included system backups, production of all graphic output, printing and distribution of all reports, installation and servicing of all peripheral equipment, development of production software, monitoring of batch processes, as well as end-user support and training.

Education and Certification

Indiana University Purdue University, Indianapolis

●Bachelor of Science, Computer Science



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