Richard J. Hauser

*** ******* **** **** *******, NJ 08826

Cell: 732-***-**** ad291k@r.postjobfree.com

SUMMARY:

IT Manager with expertise in maximizing computer user efficiency and satisfaction by increasing the efficiency and motivation of support personnel. An in-the-trenches management style built on experience in all aspects of Information Technology. Leveraging teaching abilities to empower all levels of support personnel and end users to resolve frequent issues and escalate others. This may seem simple or even obvious, but the lack of establishment of trust and meaningful communication between end users and support personnel is the reason that most IT departments are ineffective.

EXPERIENCE:

Menasha Packaging, Edison, NJ 2005-Present

IT Manager

Introducing and supporting appropriate new technologies to create acceptance and comfort by everyone from line workers to executives. Desktop support, laptops, Office 365, active directory, tablets, mobile workstations, IP cameras, thin-clients, mobile printers, remote offices, intranet sites for widely disseminating information, barcodes, EDI, automated shipping, modern security practices and many more technologies were introduced and with effort, universally embraced. Created a 24/7/365 bilingual support environment that allowed the company to branch out into new project areas with confidence and grow to the point where we were purchased by Menasha.

SVM E-Business Solutions, Parsippany, NJ 2004-2005

Technical Support Specialist

Supporting an array of twenty 24/7 servers providing mail & web hosting from both our development and secure hosting locations. Managing tight budget requirements while updating hardware to cover expanding business requirements.

UNILEVER BESTFOODS, Englewood Cliffs, NJ

Helpdesk Manager 1996 – 2004

Managed local and remote teams of technicians supporting 2500 users located at twelve sites across the US and Canada.

Expanded scope by assuming management of software rollouts, including three editions of SAP and two of PeopleSoft. This sped rollouts through single hardware and software assessment and expedited software conflict resolution. Also end-user confidence benefited by single support contact arrangement.

Updated ticket tracking system tailoring Remedy’s Helpdesk software to match our environment. This framed our process improvements and decreased average problem resolution time from months to hours allowing SLAs (Service Level Agreements) to be instituted and monitored.

Extended number of supported users 400% by encompassing all remote sites and integrating five remote support staffs.

EDUCATION:

SYRACUSE UNIVERSITY, Syracuse, NY

Bachelor of Science - Applied Physics

PATENTS AND CERTIFICATES:

MCP (Microsoft Certified Professional)

CompTIA A+ certified

US Patent 5,226,854, Continuously Variable Transmission, issued July 13, 1993

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