Rob Beers IT Manager

ad4ody@r.postjobfree.com 719-***-**** linkedin.com/in/robbeers

Colorado Springs, CO 80907

Profile

Seasoned technical support leader leveraging over a decade of experience driving cross-functional teams to success in incident, problem, change, asset, and request management while optimizing ITIL/ITSM processes. ITIL Foundations certified and customer-centric strategist adept at implementing SOPs, workflow optimization and automation, and driving continuous improvement to enhance operational efficiency. Proven ability in strategic relationship management, escalation resolution, negotiation, and SLA adherence to foster positive client relationships. Excellent communicator and team collaborator experienced in mentoring and developing teams to achieve business objectives. Committed mentor and collaborator adept at guiding teams across diverse technical domains including end user support, networking, security, data, SaaS, and cloud services.

Skills and Interests

Advanced: Team building, Office 365, analytics, forecasts and reporting, ITIL, Process improvement

Intermediate: ServiceNow, Cherwell, Identity Management,

Learning: AI and ChatGPT, Security, containerization

Work History

Operations Manager/Co-Owner - Whistle Pig Brewery Colorado Springs, CO - 08/2015 to Present

Founded and established a successful craft brewery/brewpub, leading all aspects of business development, operations, and management. Oversaw the planning, design, and construction of the brewery and kitchen facilities, ensuring compliance with regulatory standards and industry best practices.

●Developed and executed comprehensive business strategies, including product development, marketing, inventory and asset management, production plans, customer engagement, event planning, and catering resulting in consistent revenue growth and market expansion.

●Successfully managed brewpub operations while working full-time in a demanding role outside the brewery, demonstrating exceptional time management, prioritization, leadership, communication supervision of business administration, and multitasking skills.

●Directed and mentored a diverse team, fostering a collaborative work environment focused on quality, innovation, and customer satisfaction. This has allowed me to successfully dedicate myself to my career outside of the brewery.

Help Desk Manager Service Desk – El Paso County, Colorado Springs, CO - 06/2022 to 06/2023

●Directed incident management of escalations, problems, other ITSM practices, and critical relationships, resulting in a 50% reduction in escalations with a 20% increase in end-user first-call resolution. Implemented root cause analysis and process optimization initiatives that positively impacted CSAT scores.

●Using analytical skills, conducted trend analysis, root cause analysis, and routine retrospectives for process optimization reducing recurring incidents by 20%.

●Led the implementation of ITIL/ITSM practices for Problem Request, and Incident Management leading to an 30% reduction in reopened cases and increasing CSAT score to over 80%. Streamlined and workflow automation lead to improved efficiency resulting in closure of 70% of tickets within 4 hours.

●Established a known error database to improve technical documentation and customer awareness and self-service ability. This change reduced tickets submitted during events by 70%.

Help Desk Manager - Spatial Front, Inc, Remote - 04/2022 to 06/2022

●Coordinated and led the startup of an end-user remote support, help desk to include creation of technical documentation, SOPs, and standards documentation, training material, coaching, mentoring, and performance management of team. Creation of reports, dashboards, and knowledge base.

●Led a customer support team to support for FCC responsible for ensuring training and knowledge transfer to ISP engineers to enable them to upload complex GIS information to the FCC in the correct format adhering to regulatory and quality assurance requirements.

●Manage support resources to include onboarding, conducting team training, workload balancing, and staff scaling and scheduling to meet required SLAs.

●Through establishment and use of knowledge, we achieved 50% reduction in resolution of all non-escalated tickets averaging a 1-day resolution time versus the SLA of 2 days.

●Overall responsibility for incident and service request handling on the Service Desk ensuring all incidents and requests are addressed in accordance with established program guidelines.

IT Service Desk Manager - Ent Credit Union, Colorado Springs, CO - 03/2019 to 12/2021

●Served as Director of Customer Support for 16 months, successfully onboarding new director ensuring a seamless handover and uninterrupted service delivery.

●Managed computer inventory lifecycle, including procurement, allocation, and disposal of Windows, MacOS, and iPhone devices, utilizing a fledgling CMDB and tools like JAMF, ensuring comprehensive management from acquisition to retirement.

●Led comprehensive service desk transformation implementing ITIL processes and serving as SME for Incident, Problem, Change, and request management practices).

Successfully reduced MTTR from 88 days to < 4 hours, improving CSAT to 94% from < 60% and decreasing backlog by 75%.

Established RTO for systems impacted by outages, reducing unplanned outages by nearly 50% and repeat outages by 70%.

Implemented knowledge-centered service, increasing knowledge use and creation by 60%, and facilitated process training through chair-side mentoring.

●Spearheaded hybrid swarm strategies, decreasing escalations by 80% and major incident identification time from hours to minutes.

Manager, Support Delivery Americas/Service Operations Manager, US Region

Modality Systems, INC, Colorado Springs, CO - 08/2017 to 11/2019

●Enhanced global support strategy to ensure positive customer experiences, resulting in improved customer retention and increased user adoption of products. Implemented best practices to stabilize critical relationships and drive long-term customer satisfaction.

●Spearheaded multi-tiered technical support for enterprise datacenter operations, overseeing support for a vast network of over 100k devices worldwide. Ensured seamless operations and timely resolution of technical issues to maintain business continuity.

●Fostered collaboration with APAC and EMEA teams to address escalations, meet diverse customer needs, and uphold operational metrics. Facilitated cross-functional communication and teamwork to ensure consistent service delivery across regions.

●Implemented process enhancements to streamline workflows and boost efficiency significantly increasing daily ticket completion and closed per engineer metrics by over 25%.

●Achieved a 50% reduction in resolution time for priority 1 and priority 2 incidents by implementing enhanced knowledge management practices, targeted training initiatives, and innovative Intelligent Swarming strategies. Fostered a collaborative environment conducive to swift problem-solving and effective incident resolution.

Managed Service Program Manager (Global Service)

Alliance Storage Technologies, Colorado Springs, CO - 09/2010 to 07/2017

●Created a global field support program through managed service relationships ensuring proper resources for customer support obligations.

●Improved technical support and field service efficiencies by 25% decreasing escalations and improving resources.

●Developed and implemented a sales and renewal program, increasing revenue and retention by reducing lost renewals 30% and improving it to +10% annually.

●Negotiated contracts with ASPs and managed program budget and resource management.

IT Service Desk Manager/System Administrator

Vail Resorts (Specialty Sports Venture), Denver, CO - 7/2009 to 9/2010

●Led multi-tier technical support/Customer Service team and field service team across retail locations, data center, and corporate offices.

●Designed and implemented processes to improve time to resolution by 50% and minimize downtime by 30%.

●Built strong relationships with regionalized managed service providers and vendors.

Education and Certifications

Bachelor of Science - Information Technology, University of Phoenix, Colorado Springs, CO

ITIL v3 Foundations – Certified KCS – Certified Comptia Sec+ - Certified

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