Frederic C. Suplee

Riverside, CA ***** Phone: 951-***-****

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Information Technology Management Executive

Summary

An IT management professional with extensive experience in operations and project management, process improvement and policy development. Known for high energy, flexibility in working with diverse audiences, with an upbeat approach and a good sense of humor.

Business Analysis

Project Management

Policy Development

Process Improvement

Problem Resolution

Change Management

Training & Development

Strategic Partnerships

Team Leadership

Professional Experience

AFFIRMA CONSULTING, LLC May 2021 – January 2023

Project Manager, Remote

Successfully managed million-dollar projects consulting to Microsoft and managed the implementation of several application and system upgrades. Responsible for landing change projects from concept development to launch management.

Implemented system updates that will save $25 million to $30 million over the next two to three years in revenue processing cost.

Reviewed and analyzed client’s CRM and support tracking systems and proposed best practices solutions to improve productivity.

Liaised with client to develop white glove support process for their top partners resulting in increased first level resolution and savings of up to 30% above previous benchmarks.

Performed deep dive analyses on spend, case lifecycle, invoice processing, and process documentation consumption, among others.

Managed a marketing comparison project to advise Microsoft on best practices for their developer communities.

Received government clearance level AM95 to support the Federal Operations group.

EXPERIS / MANPOWER GROUP, INC. June 2015 – June 2020

Knowledge Management Manager, Remote

Professional Consultant, Remote

Built a 500-seat remote service desk to support Microsoft 365 administrators that maintained a 97% average customer satisfaction score. Managed Knowledge Management Team that developed and delivered knowledge content to the remote agents. Developed online learning management system. Established policies and procedures, and improved processes for Microsoft’s premier support desk for small and medium businesses.

Built and maintained ITSM application and customized schema to fit the project.

Developed and initiated Change Management processes and Change Advisory Board (CAB).

Worked with executive management as a project manager to help architect the remote agent Service Desk.

Traveled to client locations and liaised with client executive management to translate both short and long-term client needs into actionable steps.

Improved efficiency of call handling by 25%.

Reduced new hire time to production from ten weeks to two weeks.

Developed all team member roles and responsibilities.

Managed and mentored upwards of four team leads and as many as fifty support agents.

Managed projects that developed a world class Shared Services Organizational structure.

Assisted in developing and monitoring daily KPIs for entire outsourced program.

Built a knowledge base that can be used both internally and across multiple support partners.

Authored various policies and procedures to streamline day-to-day operations resulting in reduced Mean Time to Restore and increased first-contact resolution.

Developed and maintained schedule for as many as 500 support Ambassadors (agents) using call data and handling metrics.

Built scalable organizational chart to accommodate worldwide expansion of project.

Co-authored job descriptions for various roles including regional and local managers as well as remote agents.

UNIVERSITY OF CALIFORNIA RIVERSIDE June 2014 – November 2014

Services Manager, Student Affairs Technology Services, Riverside, CA

Managed a team of technicians supporting twelve hundred Student Affairs employees. Supported all technology from personal computers to printers, scanners and point of sale systems, Active Directory, and server management.

Reduced backlogged ticket queue by 75% reducing mean time to restore by 180 days.

Worked on developing new ticket handling and resolution processes and procedures including improved documentation and closure practices.

Responsible for reducing the number of tickets in queue by more than half, as well as aging tickets to less than thirty days on average.

Mentored existing staff to develop skills that would benefit them in future positions.

Built lasting relationships and repaired many between Technology Services and many other departments.

Implemented and supported Micros Point of Sale system to all retail and dining venues. This allowed students and faculty to purchase goods and services in an approved manner.

KAISER PERMANENTE INFORMATION TECHNOLOGY July 2004 – November 2013

Consultant Specialist, Service Desk Operations, Corona, CA

Service Desk Supervisor, Corona, CA

Managed upwards of sixty people on the Service Desk including all aspects of personnel development and administration. Managed phone queues and workflow to ensure proper levels of customer service and Service Level Agreements were consistently met. Chartered and developed processes and policies to discover new projects that would present additional call volume to the Service Desk. Managed project managers and how they interacted with the Service Desk in all phases of project management. Managed the knowledge base and training regimen to ensure Service Desk analysts were able to answer calls appropriately.

Increased First Level Resolution by 15% cutting more than twenty million dollars in onsite support visits.

Chartered Early Engagement Team processes and policies to discover new projects that would present new call volume to the Service Desk resulting in shorter Mean Time To Restoration and better qualified technicians answering the phones.

Developed relationships with the Project Management Offices and other organizations that provided a much more efficient channel of communication to discover new projects.

Introduced and set up the same processes for other departments in the organization helping them to provide better and more efficient service to their customer base.

SharePoint Site Collection Administrator for Service Desk and other departments which in turn provided more secure and appropriate document retention and distribution.

Education

Bachelor of Science, Business – Information Technology Management, Western Governors University

Project Management Certificate, University of California Riverside Extension

Google Project Management: Specialization - Coursera

Technical Skills

ITSM and CRM application configuration and deployment – Remedy, Solar Winds, SysAid, VTiger, RAVE. MS Project, MS Office (Word, Excel, PowerPoint, Outlook, Visio).

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