Information Technology and Services Professional

James C. Freeman

**** ********** ******* ****, *******, TX 77375 832-***-****

*****.*****.*******@*****.*** https://www.linkedin.com/in/jamescyrusfreeman/

Information Technology and Services Management

Strategic Planning Project Management IT Operations Professional Services

Highly accomplished visionary professional with significant experience in executing information technology initiatives, strategic positioning, and short and long-range tactical planning in various levels of information technology organizations. Subject matter expert on systems, procedures, and techniques utilized to collect and disseminate information. Delivers responsive, service focused, consultative approach, translating complex processes when needed.

Innovative Leadership

Change Management

Client Support

Product Management

Technology Development

Quantitative Analysis

Service Delivery

Technical Training

Project Management

Professional Experience

Quest, Inc. (Formerly Dell) Houston, Texas 2008 to 2016

SMB Practice Lead/Project Manager/Service Delivery Manager/Courseware Developer and Instructor

Supervised team focused on building community-driven software solutions. Recognized subject matter expert in delivering exceptional service to clients through root cause analysis and service delivery operations. Performed remote and on-site troubleshooting, identifying problems and providing appropriate solutions. Oversee the planning, consulting, staffing, training and delivery of various projects in diverse scope and size. Identify trends, and other metrics, and provide solutions to enhance client relations and satisfaction. Take ownership of projects from planning and development to operation.

Developed an effective and streamlined proposal process, generating less paperwork, repetitive interactions, and improving service delivery timeframes significantly.

Collaborated with small team, creating web portal providing quantitative analysis to company, establishing and refining sales and marketing benchmarks, enhancing marketing strategies, and providing better package for clients.

oIndividual contribution to the portal was focusing on workflows, framework, and processes, as well as design.

Collaborated with In-Direct Managed Resources on SMB projects, providing guidance and direction to training coordinators on scheduled projects, and strategizing with Resource Manager determining best fulfillment of necessary roles for delivery of services.

Performed Project Management role and services on multiple small and moderate projects simultaneously, provided through newly developed and streamlined proposal and delivery process, allowing for continued oversight mandated by methodology best practices, and minimal or no additional cost and maximum ROI to customers, ensuring shared success with product solution implemented.

Strategized with Sales Managers and Practice Managers during Sales Cycle, determining best offerings and options to present to customers.

Engaged Customers to devised and developed statements of work using best practice software delivery methodologies, representing client’s desired deliverable requirements for software and products purchased.

Developed and delivered “workshop-like presentation” instructional courseware on software product solutions, providing customers with information on actual usage within an organization’s environment, “how-to” knowledge in addition to our normal administrative courseware, meeting demanding schedules not allowing for extended periods away from the workplace.

Anton Systems, Inc. Sunrise, Florida 2007 to 2008

Site Manager/Business Application Specialist

Performed as Project Manager, implemented and managed software solutions for Vendor / Partner of HEAT Software, to be deployed within customer environments. Oversaw education services and assisted with consulting services for HEAT Software’s ITSM Product Line. Delivered client coaching, training, and technical support. Directed configuration, installation, and setup of application. Coordinated and administered project performance with client staff, and provided oversight of delivery team.

Built platform for client, comprehensively improving workflow internally and with outside customers, allowing organizations tracking of all orders, and repeating similar orders for other clients.

oPlatform adopted by Anton as best practice, and utilized as a cost-cutting measure other clients.

HEAT Software (acquired by Ivanti) Colorado Springs, Colorado 2004 to 2007

Senior Technical Instructor

Provided effective instruction, including curriculum design, handouts, tests, practical application, managing and analyzing performance reports, and providing feedback as necessary.

Developed and distributed effective training strategy focused on providing clients and partners with additional insights on the full benefits of Business Process Management (BPM) within the organization, promoting BPM without too much emphasis on the sale or marketing of the product, conforming to customer’s already existing processes, and allowing clients to identify any “lack of” or deficiency in current methodologies.

Designed training sessions easily accessed remotely, saving clients and instructors time and critical resource expenditures, compared to setting up classrooms onsite.

The Resource Exchange Colorado Springs, Colorado 2003 to 2004

Systems Analyst

Researched, installed, implemented, and maintained internal data processing, applications, systems, and utilities. Subject matter expert, oversaw company’s full IT and network security requirements, designed and managed web services and systems, and ensured maximum operability and efficiency at all times.

Upgraded Microsoft Active Directory Network to Windows 2003 Domain Level and implemented new Internal Security Structure, providing better management over company deployed resources.

Employed Internet Security and Acceleration (ISA) Server, replacing failed hardware that was no longer supported, enabling continued smooth operation and Internet access critical to operational performance, efficiency, and continuity.

Education / Credentials

Coursework completed, Management Information Systems / Business Management,

Colorado Technical University, Colorado Springs, CO

Certifications

Microsoft Certified Systems Administrator: Security, Security on Windows Server, 2003

Microsoft Certified Systems Engineer: Security, Security on Windows Server, 2003

Microsoft Certified Systems Administrator, Windows Server 2003

Microsoft Certified Systems Engineer, Windows Server 2003

Microsoft Certified Professional, Windows XP Professional

ITIL Foundations Certified

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